Missing samples, still no answers :( *rant*

[emmaclaire]

Has anyone else received their online orders with NO samples at all?  The last two orders I placed arrived without any samples, which was particularly disappointing for the second order because I pulled the trigger on the order due to the 5 sample special that was happening.  Strangely, the samples didn't appear at all on my packing slip despite very clearly showing on my Sephora Account and order confirmation.

I called the VIB Rouge line four times and no one really seemed to care.  The first guy I talked to (Miguel) was horrible, he basically told me he could EITHER file a report about not getting any samples twice OR give me 100 points.  I told him I wasn't happy with that solution and asked to speak to a manager, but he told me his supervisor was busy and then hung up.  Nice job!  The second person I spoke to (Helen) was wonderful, she apologized for the bad customer service and the ongoing sample issue and offered to send me a skincare travel sized item and as many of the samples I had previously ordered that were still in stock.  I was really pleased with that, until I received the package, opened it up, and there were no samples!!  

I called again and was told samples couldn't be sent without an order and that my "feedback" would be noted. 

I'm sorry, but that's flat out unacceptable.  I'm not going to order anything else from Sephora until I know my samples will ABSOLUTELY be included (provided they are in stock, and if they're out of stock I obviously can accept substitutions) and that I will get some sort of confirmation that this issue is being checked out. 

At the end of the day, I've been a VIB Rouge since the program rolled out, and would have qualified for years previously.  But if Sephora doesn't care about sending me what I ordered, well, I can buy makeup other places.  When I place an order at Nordstrom, SpaceNK, Beautylish, Ulta, or BlueMercury, I get what I pay for AND I get free samples.  I'm starting to wonder if I should just move on?  It's so infuriating to spend thousands with a company that doesn't appreciate or care about my business.  Ugh.

[Texkitty]

I think I have you beat.  I have not received any samples in my last 5 orders.  I have called and sent emails.  I get the same "sorry" but no answers.  I too have been rouge for years.  This has only started happening this last year.  I know they are free, but don't offer them with choices if you are not going to send them.  Mine also shows on original invoice, but not on the printed one.   Very disappointing!

[MaliBT]

Hi @Texkitty,

I'll send you a private message to assist you. 

Best, 

Mali

[msjani]

many of us are having this problem and the customer service people are not helpful when the shipping comes from the Utah center it never has the right samples they throw in whatever must be close by

[MariekeBT]

Hi @emmaclaire,

Unfortunately we are not able to 100% guarantee that you will never receive another order with missing samples, although they are usually included. We are very sorry for any inconvenience and will be sure to share your feedback. I would like to look into the replacement order for your samples and I'll send you a PM soon!