No samples

[criccy]

Hi everyone,

is anyone else starting to get frustrated by the lack of free samples with your order? The last 3 orders I did either came with no samples, or duplicate samples of ones I didn’t select.

I totally understand that samples selection is subjective to availability. By why have an option or advertise that a customer will receive free samples if you aren’t going to send any?

Samples are almost 100% of the time how I chose what products to buy. And one of the last times I bought the Sephora favourites package (Lunar) they just sent me an empty box... I had to phone to even get a refund.

Any support appreciates 🙂

[michb2887]

I never ever get my samples from my online order. It’s so frustrating!

[keelybt]

@michb2887 I'm sorry to hear that! I will send you a PM to help. 

[llaurenh]

I was also missing samples with an order I received today! It's really disappointing since I was so excited to try out those products.

[keelybt]

@llaurenh I will send you a PM to help. 

[sof9797]

I have received one sample but it is not the one I ordered, the other one is missing 

[keelybt]

@sof9797 I will send you a PM to help. 

[Mishthevegan]

I use to work as a specialist at Sephora and we never ever ran out of samples it was our signature!!! Now ur lucky if u get one… 

[dawill]

assume they’re just stolen. Let’s name it right: stolen by sephora workers! What a shame!

[lavah]

I never get the samples I choose. Nordstrom always gives the exact samples I choose. I wonder why Sephora can't do the same on their back end 🤔 It's frustrating especially because of Covid. I've only been in a Sephora store once in practically 2 years. And it's hard to blind buy things like fragrances. Even if you go in store, you have to try to smell the tester through your mask. So many times I choose things based on scent, even skin care and makeup. It'd be nice if they sent what you actually choose as your sample picks, otherwise they should just say they're going to send random ones. Plus they're sending only 2 samples now, when they used to send 3. I've gotten 3-5 samples from Nordstrom before, no special code needed or anything, just standard procedure

[JustMandie]

I agree about the company and whoever is working at the production end of putting orders together are lacking attention or maybe they have things on their mind - which is something I can understand and relate to because mistakes do happen….. But if you don’t get the sample you want, I feel they should throw an extra one (NOT DUPLICATES) in the box to show you that they are seeing you and trying to make it better so it doesn’t look like they don’t care about you as a customer.  Because this last 30 days, that’s the impression I am getting from everyone who I spoke to via Customer Service on three different times about a crappy situation.

I would like to share about my most recent experience with Sephora and issue(s) and it’s not only about missing samples because I got that too.  I am not only getting frustrated by the lack of attention that has been paid to loyal customers (- especially the ones within the BI/Rouge program because  not only is that a lot of money being spent at their store on purchases, the samples are what I look forward to spending money on.  I am beside myself today because I ordered a $500 haul (I also order another $300 the same week) for gifts and client Christmas parties and have yet to receive my order.  It shown me it would be arriving November 18.  But on the 17th I received a notification that a partial order was shipped.  Nothing was here.  I had spent an hour two separate times to CS to be told to wait it out til the 29th of November when my 3 Self Care Sample Sets arrive and if my other items don’t arrive by then to “Give them a call”.  I was shocked that they would say that and shocked that I still have to wait that’s long to “prove to them” the outstanding order has only the three items and its all the same item.  I don’t understand why I had to if it is showing shipped to a “Safe Location” and it isn’t mine, why they wouldn’t take my word for it, as this has never happened before to me so I would have no reason to complain in the past.  I called a second time at the end of the week and I got the same attitude with the same answer - to wait til the 29th and call back.  SO today being December 1st, I took time and contacted CS again.  My options were this if she do this, I would posssibly be able to have the items shipped to me again” or get a refund.  Here’s the thing.  Being a VIB Rouge member there isn’t much left to look forward to by being anymore and I received these items at a 30% off promotion for VIB Rouge members….. If I received a refund I would have done all that for nothing and saved absolutely anything being it only happens twice a year so that option made no sense to me…… I begged and pleaded almost in tears not to refund the order because now I may have lost more than just a lot of my time on this order and she came back saying she can reship the items out - other than the three still outstanding (UNKNOWN ETA to date).  I was thankful for that and asked about the samples and she said No sorry, we cannot give out samples for re-orders….. I was like OMG you can’t even help make this terrible experience a little better by getting me two samples that were in my order?  I know I shouldn’t be complaining as I have my order coming to me (soon-fingers crossed) but how is it fair that I lost that too?  I am really not sure what to think anymore because Sephora doesn’t seem to care to keep their loyal customers of ten plus years for something they receive at no cost.  I don’t know about the sample thing, but was there not anything else that could have been offered to help the troubles of this whole situation turn to some good feeling?

[Piwie]

I am also missing my samples on my last order, even my BI point purchase was missing one item. I am really furious even though I have been loyal to Sephora.

[DaneeBT]

Hi @Piwie,

Oh no! I will send you a PM to assist.

Always,

Danee

[Vivi989]

I received my order yesterday, and I was also missing both samples.  Unfortunate as this is the reason I order from Sephora.

[Moonshimmer]

They really don’t care if we get samples of not. They just give out beauty insider rewards. I’m switching to Ulta.. NEVER had issues with them and my orders are never wrong 🙂

[DaneeBT]

Hi @Vivi989,

Sorry to hear that! I will send you a PM.

Always,
Danee

[igottahaveit]

I just received my order today, and there are no samples in the order. Why ask a customer to pick three samples and not send them. I understand that if I select perfume and all the samples are gone that you can send me something else but it's annoying to not get any of the free samples. STOP TELLING US TO PICK SAMPLES THAT YOU ARE NOT GOING TO SEND!

[DaneeBT]

Hi @igottahaveit,

I'm so sorry to hear about your samples! I will send you a PM.

Always,
Danee

[Moonshimmer]

Same! I’m so disappointed. Even the shipping list doesn’t contain the samples. Why give us the option to pick samples if they don’t plan on sending them? Also, two samples I picked are still available on the website. I’m so disappointed 

[yvonne616]

Exactly!!! This is how it's been going for me the last couple of months with majority of my sephora orders. Will leave the samples out completely, when the same samples I requested are still available on the website, ha. This cannot be that difficult. At this point I feel it's 100% intentional. 

Done. 

[LaurieBT]

Hi @Moonshimmer,

I'm sorry to hear this! Although samples aren't listed on the packing slip, they should still be included if you selected them. I'll take a look further and I'll send you a message.

Warm regards,

Laurie