Missing sample

[CalebW]

My Birthday order was missing the Tom Ford sample. So very annoying.

[Nikkie222]

my free samples was missing… I ordered separately so I could get them… out of the 4 I was supposed to get I got none… so sad! I love shopping with Sephora over Ulta because of the samples.

[WariMaye]

Same here. Order arrived with missing samples. I thought maybe it was just a one off. But from a lot of the threads it looks like it’s a recurring issue. Very frustrating. 

[DaneeBT]

@WariMaye oh no! It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[llaurenh]

I got my order today and had both samples missing. I can understand if the samples I requested were out of stock and they had to substitute them with different ones, but completely omitting them is really frustrating and disappointing as this isn't the first time it has happened.

[keelybt]

@llaurenh  I'm sorry to hear that! It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service

[Cathy272]

Sephora is awful with the samples lately. Just received an order today with a sample missing. I understand if they run out of things and have to send a different sample, but if they're offering 2 samples they should actually send 2. 

[DaneeBT]

@Cathy272 oh no! It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[forestmaiden]

I just got a package tonight and both my samples are missing. There was one specifically that I was looking forward to trying. I am not happy. 

[laker2]

The same thing happened to me! Except instead of my 2 samples being missing only one of them was and the sample that came wasn’t even the one I ordered! 

[LaurieBT]

@laker2, I received your message but I'm unable to respond as your private messages are turned off. You can adjust your messaging preferences on the browser (not the app). Please look for the gear/settings icon in the Community. Alternatively, please call or chat at your earliest convenience. Thank you!

[laker2]

I just turned them on!

[LaurieBT]

Hi @laker2,

My apologies, samples can be substituted but they should not be missing. It looks like your private messages are turned off, and you can adjust your preferences in your Community settings (on the browser only, not the app). If you would like to send me a private message with your order number, I'll be happy to look into this. Alternatively, you may contact our live chat at https://www.sephora.com/beauty/contact-us or call 1-877-SEPHORA (1-877-737-4672). If the chat is unavailable, please keep the page open until the next agent becomes available. Thank you!

Best regards,

Laurie

[keelybt]

@CalebW I'm sorry to hear that!  It looks like your private messages are currently turned off. Please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service
 

[CalebW]

Live Chat is not working. I have opened my private message, please send me one.

[LaurieBT]

@CalebW, I'll send you a message!

Best,

Laurie