Missing samples in several online orders

[skmars]

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. 

[Tiffybobo]

SAME!!!!
Missing sample is a new norm when you shop at Sephora, so what i would do is to reach out to the customer service and get points instead. But recently when I reached out to the live chat customer service, I was being told that I won't be able to get points in my future missing samples. 

Well, I guess its time to switch to shoppers. They offer nicer discounts, more samples and extra points! 

[Elorabird]

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. 

[keelybt]

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

[Nikkie222]

Please send me a message as well. I was missing 4 samples for my two orders didn't even get one.

[DaneeBT]

@Nikkie222 Sorry to hear that! 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 numbers or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[Candinii]

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

[LornaH63]

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

[Elorabird]

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

[teatimecupcake]

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

[DaneeBT]

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

[keelybt]

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