Sephora, why no samples or promo items?

[fracas008]

This is my third order in six weeks that has not contain any of the free samples or promo items I chose at all. Are any of you other beauty insider’s experiencing this glitch as well, or should I be looking to switching to Ulta instead..? 😩(Say no 😅)

[mom9]

Yes it happens to me all the time. I NEVER get the 3 free samples. Often the 100 point rewards are missing and deluxe samples with a code are also missing. Contacting customer service sometimes gets you a few extra rewards points but NOTHING is being done to correct this situation. Recently I even had a FULL PRICED ITEM MISSING from my order -- it took weeks and many phone calls to get my REFUND actually credited back to me by Sephora. 

This is an internal inventory management problem at the Sephora Distribution Center level. When an order ships out of Sephora's Northeastern DC, I get all my samples -- but that happens rarely since I live in the southeast.  When an order ships out of Sephora's Salt Lake City DC, I will usually get samples -- but NOT the ones I've chosen. The WORST problem is with Sephora's Mississippi DC! When an order ships out of MS (UPS tracking will often show it as Memphis, TN) -- I get ZERO samples and even my rewards are MISSING EVERY TIME. It is clearly an employee inventory THEFT issue at Sephora's Mississippi Distribution Center. 

Go on eBay to see that the very same samples you choose but do NOT receive are being SOLD on eBay -- and shipping out of Mississippi or Tennessee or another nearby location. Sephora employees are clearly STEALING from the customers and the company does NOT care! Sephora's lack of action shows that they do NOT value their Rouge or VIB or BI customers. So whenever I can, I shop with their competition from the brands themselves to Ulta. The parent company to Sephora is LVMH Louis Vuitton Moët Hennessy -- whose lack of corrective action would clearly indicate that any business from Sephora customers is considered to be meaningless and beneath them.

[Chilady76]

OMG! I read your post, and checked the order I received on Saturday.

The order was packed by Sephora's Mississippi Distributor located at 8500 Nail Road, Olive Branch,MS 38654!

I didn't receive a single sample, no subsitutions, nada.

I called customer service and was given the standard 100 points. What I want is to know when this will stop, and I want a COMPLETE order!

Yeah, Sephora clearly needs to start putting barcodes on the samples like all other stores do. 

[MaliBT]

@Chilady76 + @Amreenvirani, 

I'll send you both private messages to assist you with this. 

-Mali

[Amreenvirani]

Memphis shipping center clearly has issues my order ships out of that one too and every order something is wrong. samples missing, wrong samples items missing. once I just recieved an empty box... ridiculous after that it just left a bad taste and i have drastically changed my shopping patterns and only stick to what I need rather than like before buying one thing every day!!!

[Anonymous]

Order # received today and very disappointed with samples. Received only 2 samples not 3 and neither are any of the ones I choose. The goal was to try some new ones in search of scents never used before. What I received were very old school fragrances I would never wear. I realize this is a busy time of year but the goal is to sell customers on new items and there was still time to ask for them as gifts...so sad that these will end up in a drawer and served no purpose.

[JamilaBT]

Hi all @fracas008 + @Sandy254 + @mom9. So sorry about this. Please send me a message with your order number and missing items so I can look into this for you.

xo,

jamila

[fracas008]

Hi JamilaBT-

The orders with the double- asterisks indicate both the absence of samples and the promo codes. Thank you for reaching out, hopefully something can be done.

[Sandy254]

Hi Jamila- My order # was 

Thanks!

[Sandy254]

Same here! I just received my package today and was looking forward to trying out my perfume samples and got nothing 😞 So disappointed!

[mom9]

Same problem here -- for months on repeat. I suggest shopping with Ulta or Dermstore or any of the brands themselves through their own websites. They offer rewards programs, discounts, coupons, free deluxe samples, etc. Ulta even gives cash rewards -- just redeemed a $50.00 reward -- got my whole order for free! Might as well give my business to a retailer who values their customers.

[fracas008]

Yeah, its really quite unfortunate. I really love shopping here, and having the best selection that we can have, but I feel like my orders are being somewhat ignored when ordered. Because I'm a vegan, I do not buy non-cruelty-free products, and it bums me out when I am sent the wrong, non-vegan samples because it simply goes in the garbage. A change in my cosmetics go-tos may just have to happen for me I guess. Hopefully you will have better luck!!