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Post in Customer Support

Order Issues - Missing Samples & Charged Twice



I’m not well-versed on Sephora; just joined the Sephora community recently to utilize a birthday gift card. 

My sister-in-law raved about Sephora and how you even get free samples with your order? I did select my free samples with my online order, but they are missing from my shipment and even the packing slip? Why?


I selected two (2) samples and these were confirmed upon checkout & order confirmation, but they are completely MIA now…


Also, just checked my bank account and Sephora charged my credit card twice for the difference amount paid (separate from the gift card amount of course). What is up with that? It is a small double charge (authorized amount is $2.60,) but they charged me an additional UNAUTHORIZED amount of $2.59 on top of the $2.60??? 

I now not only feel stifled from the alleged free samples, but also robbed of $2.59…


I normally utilize Sephora’s competitor, Ulta, instead. 

Are promised alleged “free samples” and unauthorized charges commonplace for Sephora?


 Thank you in advance,



Re: Order Issues - Missing Samples & Charged Twice

@S787 I'm sorry to hear about your experience. I see that you have now been assisted with this by phone. 

Re: Order Issues - Missing Samples & Charged Twice

Hello @keelybt, yes, partially, thank you. The unauthorized charge by Sephora matter is still pending.

Re: Order Issues - Missing Samples & Charged Twice

@S787 I will take a look and send you a PM. 

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