OMGSAMPLES Error Must Haves and Festive Favourites switched at checkout

[laulaunico]

• For anyone that has used the OMGSAMPLES code please note that what it says under the deals tab is different from when you redeem. Festive Favourites have items like Lacome, Sunday Riley, Nars, etc. When i recieved my package I actually got the Must Haves. When I contacted customer service they said their website is wrong and they are working on it getting fixed. They also couldn't ship me the correct sample bag because it was sold out. They offered me 100 points for the error. I am really disappointed as I did not see a email go out with the error. I love Sephora and I'm a Rouge. I never complain and I understand when items sell out they send comparable items but in this case I am not happy with the results. I expected more diligence in getting this issue resolved. As of today's date the website is still not fixed and there is no "sold out" next to the bag either. 

[lucidlemur]

I just found your post because I posted about the same thing! Like @Kaanra below, I wanted Must-Haves and received Favorites, and the rep I spoke with kept talking about sample bags being out of stock. I can't believe this is all due to a website error . . . that's been there for at least ten days? I ordered on Nov 29, and it's now Dec 8 and the photos and descriptions of the two bags are still swapped online (and none of the bags show as out of stock). Very frustrating.  

"Festive Favorites" shows a photo of the "Must-Haves" bag"Must-Haves" shows a photo of the "Festive Favorites" bag

[laulaunico]

I am glad I wasn't the only one that noticed! After I posted they did reach out to me directly and rectified the issue for me that I am happy with very quickly. I guess it takes having the right people see it! I hope you get what you're looking for. Good luck and you aren't alone!

[Kaanra]

You’re pretty lucky you were even offered the 100 points due to the sample bag listing error. I was offered two copy pastes of their entire fine print disclosure and nothing else.

I contacted support about this same clerical issue and I was pretty much told to kick rocks because it technically does not invalidate their promo fine print of “sAmPleS mAY vArY” and they swap bags if they “run out of stock”. Zero acknowledgment about the website promo typos even though I included clear screenshots and photos about their listing error.

I ordered the Must Haves bag but I received the Festive Favourites bag. The reverse of what you wanted haha so they’re probably not out of stock of either bag type and falling back on that excuse to cover any discontent about the listing mistake.

Pretty frustrating but customer support sure showed me that expecting to actually receive the same item I ordered on their website was a silly notion. Egg on my face.

Here’s the screen shot I sent in showing the website error however it was completely dismissed (the photo and the bag name are mismatched). 👍

[laulaunico]

It sucks right? I do understand that they swap it for equivalent value items if they run out of stock but these are two different bags. One is more for hair the other is skin focused. I am glad I wasn't the only one that noticed! After I posted they did reach out to me directly and rectified the issue for me that I am happy with, very quickly too! I guess it takes having the right people see it! I hope you get what you're looking for. Good luck!!

[myglassskin]

How did they rectify it? Thanks for the insight, I’m going through the same issue as well. So frustrating. 

[DaneeBT]

Hi @myglassskin,

I will send you a private message to assist.

Always,

Danee

[DaneeBT]

Hi @Kaanra,

I am so sorry to hear about this. I will send you a private message.

Always,
Danee

[DaneeBT]

Hi @laulaunico,

I'm sorry for your disappointment. I will send you a PM.

Always,

Danee

[laulaunico]

You were awesome. Thank you SO much for your help. I really appreciate it and restored my faith in Sephora's customer experience. You are appreciated!!