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Post in Customer Support
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No Samples

I received my VIB rouge order and the package didn’t have the samples I picked - this seems to be happening more and more with my online orders, has anyone else experienced this?

Re: No Samples

Same here - so disappointed as they were items I wanted to try prior to purchase.  No incentive now to order from Sephora versus Shoppers Drug Store - they give samples and I actually get what I ordered.  

Re: No Samples

I've had the same (no sample) experience with orders over the last 18 months. Shopping online, the samples were a great way to test products before buying a full size. This doesn't seem to happen with The Bay or Shoppers Drugmart. Not sure what is happening with Sephora - maybe it's a case of running out of samples?

Re: No Samples

@PattiNS I'm sorry to hear about this experience. I will send you a PM. 

Re: No Samples

Hi @Roxycatd2,

 

I'm sorry about this! I'll send you a message.

 

Best,

Laurie 

Re: No Samples

I’ve also not had samples in my last 2-3 orders.

Re: No Samples

Hi @alexandriadre sorry to hear that! I'll send you a PM.

Re: No Samples

Okay then it's not just myself. My last three orders have been one sample if that. I get low stock or you don't do samples depending on the location it comes from but then don't offer it. If you don't have that particular sample then give something else. Honestly, sometimes it's the smallest things that make or break it for you.

Re: No Samples

Damn same here. I think I'll stop ordering online. Really frustrating to spend time picking something for no reason. 

Re: No Samples

Hi @Vivyboo,

 

I'm sorry about this! I'll send you a message shortly.

 

Best,

Laurie 

Re: No Samples

HI @Mizzy1024 Oh no! I'm sending you a PM.

Re: No Samples

Same here, no samples with my latest purchase. 😥

Re: No Samples

HI @jell0123 Oh no! I'll send you a PM.

Re: No Samples

Every single time.  I never get the samples I select. 

Re: No Samples

Same with me I hardly have been getting samples and now lately it won't even let me pick out any.

 It's annoying because the samples are what helps me choose new products. Who wants to spend 30 -50 dollars on a product and not try it first. 

Re: No Samples

Hi @xtinajose,

 

I'm sorry for the trouble! If you're not able to select samples on the Sephora app on an Android device, please try using the mobile browser or desktop browser instead. Our teams are currently working to fix this and we apologize for any inconvenience caused in the meantime. 

 

Best regards,

Laurie

Re: No Samples

I picked samples for my online order but just got my order delivered but … no samples! I contacted customer service by chat but they basically said they are aware of a problem with sending samples but nothing more. I asked to chat with a supervisor but after waiting for over 10 minutes, I gave up. 

Re: No Samples

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

Re: No Samples

Thanks

Re: No Samples

I just ordered and it wouldn't let me pick ant samples, kept giving me errors. Tried all combinations.  So I am getting no samples 😞

Re: No Samples

Hi @nicknameisdumb Oh no! I'll send you a PM.

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