Samples missing?

[hellopatricia]

I don't know if anyone can help me with this. I made an order during the VIB sale and while I was finishing up, I saw that the amount of free samples have decreased from three to two. It was a bit saddening to see, but I still chose the ones I liked. Upon receiving the email confirmation, the two samples have miraculously disappeared from the list. I can definitely guarantee that I chose the two samples and it was in my basket when I clicked order. When I got my order, of course there were no samples. It's kind of frustrating to see how the number of samples are not increasing but rather decreasing...And on top of that, it's disappearing out of the shopping baskets. I don't know but Sephora is letting me down.

[edenrocks]

I feel your pain. I received my order today and there was ONLY the product I ordered inside. No samples, no 100 perk. I called and the Sephora rep said she would give me 25 points for the samples, and said samples can't be substituted at the warehouse if they find they are out of stock of the samples you wanted. I asked why they don't just throw something else in there like they usually do, and she said they "can't" because the warehouse can't add to the order. This line of questioning went on, but I gave up, as I got nowhere. As for the perk, she said it was probably out of stock, so she would add my 100 points back. I asked why this wasn't done automatically, why weren't the points put back if they don't have the product, and she again explained that the warehouse cannot do this from their end. Seems ridiculous. The past 5 orders have been so much worse than in the past, that I don't even want to order anymore. Used to be fun to order from Sephora. So disappointing!

[RebeccaBT]

Hi @hellopatricia,

I can confirm at this time, we include two free samples with our online order. I will send you a PM to assist you with your order. Thanks!

Best,

Rebecca