More issues with the samples...

[Anonymous]

Once again Sephora has let me down with regards to the 3 free samples. I chose 3 items - 2 of them were perfumes and 1 was a firming serum. I didn't get a single one of them. Instead Sephora sent me a sample of hot pink & bright red lip color (neither of which are even close to the lip colors I wear so this sample is completely wasted on me), a concealer sample and a facial cleanser sample. Note that none of the 3 samples that Sephora substituted are even close to the type of samples that I requested.

First of all, if you are out of particular samples, get them off your sample selection page so your customers won't choose them. And, secondly, if you have to make substitutions, can you at least pick items that are somewhat close to the 3 samples that your customer chose? Why send garish lip colors, a concealer and a facial cleanser to someone who chose 2 perfume samples and a firming serum?! Seriously, Sephora, it's like you're not even trying anymore! You can officially count me as a very unsatisfied customer. 

[LaurieBT]

Hi @Anonymous,

I'm sorry that you received substitutions rather than your selected samples, and truly thank you for this feedback. Also, I apologize for the delay in our response to you. Please know that we work to assist all clients as promptly as possible, and we greatly appreciate your patience. Substitutions will be made for samples that are unavailable at the time of order fulfillment, and I sincerely apologize for any inconvenience this may cause. I've shared your feedback for further review as we work to ensure that improvements in our service are made. If you have any questions, please send me a private message. Thank you! 🙂

Warm regards,

Laurie

[Anonymous]

Thank you for your reply and for passing on my feedback. Sephora has a lot of customers upset with how it handles the free samples. Since getting to try products samples is one of the main reasons many of us chose to shop at Sephora, I hope Sephora gets the issues straightened out soon. We'll see how well Sephora does with the samples on my next order. 

[Anonymous]

So no response at all from a Sephora Customer Rep? Really? Is this going to be Sephora's typical behavior from now on? To ignore the concerns of long time VIB customers?