Samples for VIB: Did Sephora Quit Trying??

[badgirl2]

Ok, I've searched the threads here and found plenty of people like myself frustrated with not getting ANY of the samples we order.  VIB Rouge even, and I'm just a VIB.  I've tried to complain to customer service on the phone and nobody cares.  Repeatedly I get the standard "substitutions may occur" answer, but this does not account for not receiving ANY of the samples I request with back-to-back orders.  On one recent order placed online I got notice from Sephora that my order shipped the same day and still I did not receive a single sample I requested.  I've had orders come with none of my requested samples, gotten back online and found those samples still being offered. I've even had Sephora customer service send me an email telling me they had requested that I get sent some Lancôme deluxe sample as a courtesy due to my inconvenience, but that they couldn't guarantee I'd actually get it! And no surprise, but it never arrived. What a customer service joke.

All this was not the case a year ago, even 6 months ago.  I feel like it's the last 6 months or so that I get nothing that I ask for, and substitutions not even 'in-kind'.  Every time I try to complain someone offers me 50 points, maybe 100 points.  I want the samples people.  I want to try the products.  I purchase things I'm waiting to buy at times when the samples are appealing. And now I search the threads here and find lots of other people with these complaints, and it looks like Sephora customer service just PMs everyone individually to what? Say sorry and offer them 100 points?  I keep complaining hoping to actually cause some change here.  What's going on, and why can't it get fixed? Can a customer service manager/supervisor/someone who actually can affect change respond to this?

[badgirl2]

Ok so for anyone actually reading this, here is the exact example of Sephora's non-customer service on this issue.  First I get a reply to this thread from a customer service rep who seems to think I'm not getting any samples at all and obviously either didn't read my post carefully or didn't respond carefully.  Then, just as I said in my OP, I get the PM from customer service and guess what? 100 points. 

I am very sorry that you have not been receiving your samples. We are aware of this issue and we are looking into it and hope that this is resolved soon. I have added 100 Beauty Points to your Beauty Bank. Thank you for your pateince regarding this issue and again, I am so sorry.

Look Sephora, it's not that I don't appreciate 100 points.  It's just that you're not addressing the real issue.  I guess I'll just hope that the "aware of this issue...hope this is resolved soon" comment actually results in some action that matters.

[JaneanBT]

Hi @badgirl2,

I am very sorry that you have not been receiving samples in your recent orders. We are looking into this issue and I am so sorry as I understand how frustrating and disappointing this can be. 

I appreciate this information that you have provided. I will forward it along to our Shipping Department so we can make improvements in this area. Again, I am very sorry and I will be sending you a PM in regards to this as well. Thank you.

Best Wishes,

Janean