Samples AGAIN missing from my order

[scullynuge]

I have placed several online orders with Sephora and each and every time I get my order in the mail it is missing samples completely. I have contacted customer service in the past with no help. I even contacted them about a recent order back in December that was missing samples and had the worst experience. Got an automated response and then got another response with no sincere apology and just said they won’t ship me the samples unless I place another order. So whatever. Then I ordered again online and just today got my order in the mail and AGAIN no samples! I don’t understand why this keeps happening to me. Anyone experience this? It’s so frustrating and disappointing. I truly spend my time researching which products would be the best for me, which interest me the most, which ones I’ve been dying to try and then to my surprise I don’t get anything. I have never gotten samples I have requested in all my time shopping online at Sephora. Why offer samples if you never give them to your customers? Just so bummed and had to get this off my chest. I really hope this doesn’t happen to others but assume it does as I can’t be the only one can I?!

[Aurora0073]

I also often receive 0-1 samples in online orders and even had a purchased item missing once. I don't want a DM, I'm just here to back this thread and that it happens way too often.

I used to shop at Sephora for ALL my beauty purchases. I'd love getting points, samples, etc. The "Thank you for being a Rouge" comment from store employees has become very rare instead of it being a standard like before. I don't need to hear that, but it simply made me feel appreciated for spending my money at their store. It was a way to go above and beyond normal expectations, and I appreciated that.

I started seeing a decrease in value of my loyalty. The Rouge events haven't been as exciting as they used to be. The gift with purchase has been out of stock at the last two events I attended. Samples and shipping quality have declined. The Rouge gift has personally disappointed me for the last 2 years. I have religiously checked for new rewards items every T/Th for the 1000-6000 point perks and have only once picked up one I was excited for.

At this point, I go in to get in-store samples so that I don't waste product by returning it if there's an issue. I pick up the things I need there in order to save on shipping costs from directly buying from companies. Other than that, if another place is cheaper, I go there. I still really like Sephora, but they have lost my full loyalty. 

[wickedPretty]

It has happened to me so often, nearly every order. And I would understand if something was out and simply swapped a different sample - but they're just GONE. I'm so done. Contacting support is a whole bunch of 'well we can't do anything. Sorry'. This time it happened A-GAIN, and support gave me 100 points. Great. That's what I need. More points that I can put towards samples I wont ever get. That makes me feel fantastic. If I sound super pissed, it's because this happens so much. I'm DONE. 
I went to place an order again today, even though I just had a terrible samples experience, selected the Anastasia brow whatever, literally clicked over to checkout immediately and it was 'no longer available'. 
This all feels like a lie and not worth my time or energy anymore.
Beauty products are expensive. My time is worth more than this petty business. And like I said in my feedback to customer support - rewards and samples are a lie. Sounds like there is a rampant theft problem in shipping. That's what that sounds like to me. Because the shipping invoice ALWAYS lists the samples as sent. And if Sephora isn't going to fix it, I'll spend my time and money elsewhere. I'll shop amazon. At least their customer support is empowered to actually do something.
I sympathize with you. Now that I read all of the constant missing samples / rewards, I see it's a thing that just isn't ever going to get fixed.
After the Anastasia brow thing went 'out of stock' - guess who decided not to place an order out of disgust and annoyance? 
If samples are random / not guaranteed, just toss them in a box and let it be a blind surprise. Because at this point, the way sephora is handling this situation - you're just making a positive shopping experience into an instant disappointment. That's how you're choosing to end a shopping experience with sephora.
My literal train of thought as that stupid little reward disappeared was 'Im going to get my order and I'm going to have the same disappointment/frustration. Why bother. I'll buy a mascara at my grocery store and be done with this emotional rollercoaster'. 
Bad business. #SaltyAF

[ZakiyaBT]

Hi @wickedPretty, 

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

Best,

Zakiya

[wickedPretty]

ZakiyaBT has been amazing. I feel heard, I feel like this issue is being taken seriously, and I feel valued. 

ZakiyaBT was very polite, patient, and understanding even as I gave what is probably my most frustrated and harshest comment I've ever given a company. I was literally preparing for my comment to be deleted, get banned, and shrug it off by deleting the Sephora app off my phone and be done. But getting immediate support with kind and patient help from ZakiyaBT, this gives me hope for Sephora experiences going forward. I'm not ready to give up just yet.

Support and compassion from people like ZakiyaBT is going to keep me coming back to Sephora. Thank you for your help, even as I behaved a tad harshly (slightly embarrassed) of no fault of your own.  I wish you all the best. Thank you again for exceptional and quality support. 

[KBeautylover1]

This also happened to me twice now and it’s really frustrating.

[MaliBT]

@KBeautylover1 + @alisha1130,

I'll send you both PM's as well. 

-Mali

[alisha1130]

I just had an order come in today and it was missing the all the samples too! It seems alot of people are experiencing this. Very frustrating, why bother offering it if Sephora isn't going to follow through? The samples are one of the reasons I pick this store over Ulta, but maybe not for long.

[RichardBT]

Hello @scullynuge,

I will PM you shortly to assist.

[CitizenApe]

That's hilarious... we've all received the same response from Sephora and nothing gets resolved. Go on, send her a PM. I guarantee she will not get an even remotely satisfactory result.