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Post in Customer Support
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Missing samples in several online orders

In the past several of my online orders, my free samples have been completely missing. This is super disappointing as I often wait until there are samples I like to place a huge order and choose Sephora because of the nice samples -- which has led to me discovering new products. Ehy should I continue to shop here if this isn't being kept up? I could easily get my makeup at somewhere like Shoppers and get Optimum points instead if you're not going to bother sending ANY samples with my order. 

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Re: Missing samples in several online orders

I'm having the same experience. Even despite having Rouge status with Sephora, most of my orders (including both of my orders that arrived today) do not contain any samples. If I am lucky, I will receive one random sample per 3-5 orders. I almost never received any of the samples I selected, and now I am lucky if I receive any at all. As you mentioned, samples are how I try new products I often end up purchasing. I often time my orders when there are samples of products I'm interested in trying. What I find insulting, though, is that the "Select Your Samples" is promoted as a perk for being a loyal Sephora customer. And so, we expect them to be part of the shopping experience. When our parcels arrive without samples, it feels like we aren't receiving the full service as promised, which leads to disappointment. Every time I complain about this, the reps do their best and offer me rewards points as a substitute, but nothing changes. If Sephora is experiencing logistics and inventory issues regarding samples, I don't understand why they continue to offer it as a part of the service. It's at the point where I'm actually pissed off. 

Re: Missing samples in several online orders

@Elorabird I'm sorry to hear that! I will send you a PM. 

Re: Missing samples in several online orders

I have not had the last 12 samples I ordered, thatโ€™s 6 orders in a row with zero samples. Iโ€™ve started contacting customer service about it but they just give you 50pts for every missing sample. Itโ€™s ridiculous and frustrating. My last order didnโ€™t even have the gift with min purchase. Like I spent more specifically to receive the Tom ford lipstick sample and didnโ€™t get that either. Starting to think about taking my business elsewhere.

Re: Missing samples in several online orders

Same thing happened to me with my last 2 orders. Customer service was no help at all. 

Re: Missing samples in several online orders

I suspect it's a head office thing and so nothing changes. 

Re: Missing samples in several online orders

Same thing happens to me either none at all or things I didn't pick come

Re: Missing samples in several online orders

Hi @teatimecupcake sorry to hear that! I'm sending you a PM.

Re: Missing samples in several online orders

@skmars I'm sorry to hear that! I will send you a PM for more information. 

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