No samples being shipped issue

[KHRN]

Dear Sephora, I just wanted to put my two cents in. As you already know, your customers are just a tad upset about this. I understand that at times things happen, but samples increase your sales and satisfy your customers. I for one have found many MANY great products that I never would have bought otherwise from samples. My favorite perfume came from a sample. I love ordering samples of perfume and other items to find more since the first one I fell in love with has been discontinued. My recent order was missing the perfume sample and the deluxe sample. Please consider fixing this. Not ranting since this has not been a habit for my orders. I love your company and do not plan on going anywhere but it does affect my purchases. Thank you for listening.

[KatsDragonfly]

 Received my order today and my free mascara wasn't in the shipment nor my 3 free samples. This is the 4th order this has happened to. I used the free mascara code and it was in my cart as well as my 3 samples. I checked out. They were there. IF you use a free code for an item you should receive it. If they are out, simply remove the code and product so we can choose another item. Very disappointed again. 

[Loresud]

I have had the same problem recently with two different orders arriving with zero samples (including an order I received tofay). In the past they have substituted a sample, but never had I received zero.

[ginamc]

the last 3 orders of mine did include 3 samples, but they were not the samples I selected. I have an order on the way right now... I hope my selected samples are in it. 😥

[lala1978]

Yes, it has happened to me more than once. Their easy fix is to give us 50 points when you contact customer service.

[NinaNee]

Wish I was given at least some pts. When I have a product missing from my order in December I contacted customer service about my missing item and missing samples she would only replace my missing item but told me they couldn't do anything about the samples. She said since she is sending me a replacement for my item I could add some samples and what would I like. Since so many ppl were having problems with samples I told her didn't matter cause more then likely I wouldn't get what i requested. Guess what? When I recieved my package she had redeemed 500 of my pts for a rewards. WTH? I was mad! Had to call customer service again to get the 500 pts back.

[KatKat888]

Same thing happened to me ,in the past several orders I'm missing at least one sample per order, and I get my choices less than half of the time .

[Anonymous]

woooww!! Im new costumer on Sephora ..and on my two orders I got missing samples too..I hope this not happen again 😞

[MCR1mutant]

I’ve ordered three times online now, and I have an observation to make about this. It’s probably just coincidence, but maybe others have noticed a similar trend?

My first two orders shipped from Utah, and I received all the samples I ordered, plus extra freebies I scored with a coupon (I think the bag was called ‘Meet your Instagoals’?). Awesome! And I absolutely loved everything in that Instagoals bag - major props to whoever put that together!

The third order shipped from Tennessee and had none of the samples I requested. It was also shipped via UPS Ground, which takes 4 days to be delivered to me in California, despite Sephora advertising free 3-Day shipping. Not a huge deal, but an extra business day and no samples? A little disappointing. 

Anyone else notice if they get samples depending on the origin of their shipment?

[LaurieBT]

Hi @MCR1mutant and @nikkigris,

I'm so sorry that samples were missing from your orders and thank you for sharing this feedback with us. I'll send you each a private message to assist shortly. Thank you!

- Laurie

[Alexajam]

This happened to me with my last order but I didn’t say anything. 

[nikkigris]

This is my second order with missing samples. The first one was around Christmas and chalked it up to being so busy around the holidays but it happened again. The perks of ordering from Sephora and not the maker itself is to try other brands and products. Was really looking forward to them. 😞

[Yerria]

I just got my first ever order from Sephora, I was so excited to see all my products and free samples. . . .  except that there were no samples. Its so disappointing to be honest and from reading all these replies it seems im not the only one whose had this continuous issue with Sephora.

[melissabt]

@Yerria. I am very sorry that samples were missing from your order, I am sending you a message shortly.

[MaliBT]

@KHRN, @KaseCob, + @Anonymous,

I'll send you all private messages to assist you. 

-Mali

[KaseCob]

This has happened on my last four orders, too. I even talked to them about it last month and then it happened again just this week!

[Anonymous]

I agree! I just received my order and none of the samples were there. I was looking forward to trying some new stuff!

[Anonymous]

Once again I had an order come in today sans the samples. Why bother even offering them? I noticed something similar on both orders - the order emails have the samples listed but the packing slips don't have them listed at all, just completely left off. Maybe something happened with a recent (last year?) upgrade?

[RaquelBT]

Hi @Anonymous,

I sincerely apologize about this! We're currently aware of our samples issue and we hope to resolve it soon. I'll be sending you a PM shortly to assist. 🙂

Best Regards,

❤️ Raquel

[MaliBT]

Hi @Anonymous, 

The packing slips don't show samples. 😉  I'll send you a PM to assist!

Best, 

Mali

[Anonymous]

My bad! I know they used to be listed and when they were no longer on there was the same time samples stopped being in my orders. Thanks!