Samples always missing

[sasharose]

Why can’t Sephora fix this ongoing problem? I order often online and I’ve had this problem only with Sephora. I make sure to select samples with every order so I can try before I buy full size. But if sample is of an expensive full size item then it’s a guarantee that it’ll be missing when you receive the order. The samples are provided by brands for paying customers but they’re not reaching customers. Obviously they’re being stolen somewhere before package is packed and shipped. Why can’t Sephora figure out a way to fix this issue? Have AI robots pack or just give your packers free samples so they don’t repeatedly steal. Of course it’s always the expensive item samples that are always missing and of course it’s the expensive item you want to try before you buy. I don’t go to stores and do majority of my shopping online so it’s very disappointing to not receive the sample. As a result I end up not buying the product since I can’t try. Then I have to turn to other stores offering samples with purchase. I have Sephora app as insider so it’s more convenient to shop at Sephora. But it’s always so frustrating knowing that samples I’m taking the time to select won’t reach me. They always show as shipped with order in order details but always missing. So it’s not they were out of stock because someone is covering up the stealing by marking samples as shipped with order. Sephora really needs to figure out a way to fix this since beauty items are not cheap. If customers are willing to spend money then fix the little problems that annoy them. 

[keelybt]

@sasharose I'm sorry to hear about this experience and I will share this feedback with the appropriate team.  If you need assistance with an order, please send me a private message with your order number or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service
 

[amwl]

I have the exact same issue. I’ve not received any samples with at least my last four orders. Why bother choosing them if they’re just going to be ignored anyway?

[keelybt]

@amwl I'm not able to reply to your PM, as they are not enabled on your side. You can adjust your account settings (the gear icon) on a desktop or mobile web browser.

[keelybt]

@amwl I'm sorry to hear that!  It looks like your private messages are currently turned off. Please send me a private message with your order numbers or you can contact us by phone at 1-877-737-4672 or through our live chat for assistance> https://www.sephora.com/beauty/customer-service