SAMPLES SELECTED NEVER RECEIVED BUT ON PACKING SLIP

[Roro65]

Is anyone else having this problem? 

I select the 2 cheap samples for my order and when I get my order receipt it shows what I selected.  However, when my order arrives, my samples have been substituted but the packing slip will lead you to believe that what your ordered was sent to you.  How come the warehouse does not update the packing slips to reflect the actual samples that they included?  If they did, it would show how they pay no attention to what you request and just decided to give you something else.  I understand that they can substitute samples but on every order give me a break!  I think there should be accountability with this Sephora packaging and warehouse staff.  The only way for that to happen is for the staff to have to update and actually show on the shipping invoice and packing slip what samples they included and that they were substituted.  

[akp123]

Its gotten so bad that I have started to notice orders fulfilled at some warehouses are great about including samples and some fail to include them almost every single time. I understand we may not get what we requested but at least substitute it with some kind of sample. Too many times I've received orders with none. I brought this up when I had to call in an order and the customer service rep literally just sent me strait to the Sephora Call survey. So I called again and the next customer service rep was at least friendly but I got sent to the call survey abruptly AGAIN in the middle of the call. I don't think the second girl meant to. Or maybe she did lol

It's absolutely impacted my desire to shop with them.

[hayzel]

This same exact thing has been happening to me for months. I made tons of orders around Christmas for gifts and so many of my orders were missing samples altogether that I finally called. The lady I spoke to was super nice and sent me some samples. I thought that would be the end of the issue, but every single order I’ve received since has no samples at all. When I tried to call again (after about five orders with no samples) the gentleman I spoke to was very rude and made me feel like an idiot. I thought I was just going crazy but I see other people have had this issue too. The whole point of buying this stuff from Sephora is supposed to be for the perks. It’s not worth being a rouge member here anymore- I don’t receive the samples I ask for and every time I go to select something from the rewards bazaar, three quarters of the rewards are sold out. I’ve started making my purchases at Ulta instead.

[Roro65]

Me too I'm tired of spending money to be rouge and being treated like I'm a beggar! Sephora does not value us as customers or our business!

[akp123]

@ZakiyaBT will this be addressed?

[ZakiyaBT]

Hi @akp123,

I will forward this information to our Shipping Department for improvements and I am sorry to hear that you have not received your samples. If you have a recent order that you received and your samples were not included, please send me a PM with the order number and I will assist you further. 

Best,

Zakiya

[ZakiyaBT]

Hi @Roro65,

I am sorry to hear that you did not receive your samples. I will send you a PM for further assistance.

Best,

Zakiya

[Roro65]

I responded and still never got an answer or any samples

[Sheepmommy]

I am having the same problems with samples not being shipped with my order. I emailed customer service about this issue and they told me that samples was commitment free and basically there was nothing they can do about it. I have the flash shipping and Sephora Play box. I spend a lot of money at Sephora and the least they can do is send samples of something if they run out of what you picked. Absolutely laziness from shipping and warehouses.