Sephora....

[Justjamey]

Can you explain to me how I've spent well over a thousand dollars during this sale, and did not even get ONE sample?!?!?! This has been an issue for 7/8 months and I get getting b's stories about you contacting the warehouse to "make sure it don't happen again" and yet 9 times out of 10 I do not even get ONE sample....let alone any I choose. Plus I did not get my foundation brush for hitting "rouge" a second time a ready this year!! It was also supposed to be in there!!! I also rarely get the promotions for spending 25 plus dollars either. The major issue is the nearest Sephora store is 120 miles round trip for me so I can't just "go in the store and ask for samples" I'm so over spending a lot of money online, and I don't get to try out formulas textures , sample etc in store, so I either take a chance or don't buy. This is not right at all!!! I have almost 700 of ordered sitting here I'm tempted just to send back. When I've addressed this a couple times on the phone I've been told by works I should "shop at ULTA, because they have better deals and point systems then Sephora" and that they know and have known for a longtime of people not getting samples, promos, and messed up orders. just so not cool. The crazy thing is, an Ulta store just came to my town a month or so ago and I am about to the point to take the advice of your worker. I've been a Sephora only loyal customer now for a while, but if you don't address this I will go somewhere else. Another major issue is that on the packing slip on the box has some words or a name in pencial, as had many of these orders with issues. So why can't this be addressed?!?!? you must realise not everyone lives by a store and people that spend lots of money depend on samples to try things out since they can't otherwise, so you are in fact, loosing more money. I am just about over it and about to take my bussiness elsewhere.

[RaquelBT]

Hi @Justjamey,

I sincerely apologize about this and we're currently aware of our ongoing samples issue. We're actively working with our Distribution Centers to resolve this ongoing issue. I will be sending you a private message shortly to assist. 🙂

Best Regards,

❤️ Raquel 

[Justjamey]

Hello, 

I sent you a replay with my name and address a few days ago and have not heard anything back.  I just got another order in today that had no samples, but just had a thing of cards that have perfume smells on them I guess if you smell the card....no other samples and those are not samples.......and I bought a face cleanser as well as 2 pallettes .  I am so sick of spending all this money at sephora, and not get promotions, samples. The funny thing if you look at my profile it shows they are in there, (even the ones I picked out myself during check out....but you get your box and not even 1 sample is in it, let alone ones I want to try!)  The thing is, Sephora is 120 miles round trip from my house. I don't get to use any of my "rouge" benefits, or even my 50 points a month from my play (which play don't even send revelant sample a to me 89 percent of the time). The issue is that with these sample and promotions I NEED to get them because I can not just "go into a Sephora store" and ask for samples, or look at formulas, textures, colors etc etc. I have to comb through reviews all over the internet (I notice sephora culls their posted reviews) and then try to guess my shades or what will worked for me based on that alone. So I depend on these samples and promotions to see what works for me and what dont, but yet how can I do this when you guys don't send them?! Yet your pictures in my account shows you do...is somebody at the warehouse saying they are sending these out, but taking them home?!?!  I mean, something major is going on and has been for a little over a year.

What really upset me was the spend 25, or 35 dollars and get the promotion pack of many foundations to test out, and then for February the perfume set....i can not explain to you how happy I was to be able to get something like that, as I am desperately looking for new foundation that works for me. Since i can not go into the store to see them or ask for samples, that promotion was amazing, (perfume as well) so I ordered it, waited for my box....low and behold, no foundation samples,  (in February no perfume kit, just pieces of paper with names and "scratch and sniff")  when I tried to place another order and add it to my cart, in hopes of maybe getting one....guess what?!?!  It said "one per customer " and I had already used it....yes, yes I added it and spent the required money to get it, but it sure wasn't in my box and guess what?!?!  My 3 samples besides that were not there either....shock, shock,  So since I never got them, I never got to try them out to see what works for me!!!  

This is so disappointing when I have hit rouge 2 times already in less then 6 months!!! And your company us missing out on possiably many more sales by not sending samples to people like me, whom aren't able to go into a store and ask and try things out.  What really makes me mad is that you can go on ebay and see people SELLING allnthese promotions , and sample a to make money off them, when legit people whom are desperately  are looking for products to try out since we cant just go into the store, and yet others do get it and take for granted the opportunity. But to each their own I guess.  

I am so flustrated in this whole store, and not getting my birthday gift in April , promotions, samples etc etc THIS has been ongoing for a year or so now, and then me being told by a guy that answers the phone at sephora (after getting sent a rotted face wash and one that leaked all over the whole box) to shop ULTA because they have better deals, have a better system in place to let people try samples and better buy one get one deals then Sephor a I was shocked.  They recently just opened an Ulta in my town, and if things don't start changing with sephora, I guess I will stop shopping here and go there.  I don't want too, I've been a loyal sephora girl for many years now, but with all this going on, it's just not cool at all.

I sent you an email a few days ago, with my address and I haven't heard anything back. I don't know if this was just another "swept under the rug " or "blown off" type thing. 😞

[ZakiyaBT]

Hi @Justjamey,

I am so sorry to hear this! I will send you a PM for further assistance. 

Best,

Zakiya

[Justjamey]

Hello,

The birthday gift I choose the glam glow and didn't get it. That or of you don't have it the bite would be okay I guess as well.....as for promotions, I'd like a mix of them.  I am trying to find foundations, bronzer, blush,  primers perfume etc. You name it. Lol..im 39 and my skin is changing so everything is kinda trying to find things that works for me and makes me look and smell good.  And since I don't live by a sephora store it makes it so much more difficult to figure this out by just looking online. The majority of the people can just walk into the store and ask for samples, tryout shades, formulas etc and pretty smells, so if it's not in an order it's no big deal...but for some of us, it really is a huge deal because we cant. 

I just don't understand what's going on and where are the items going too?!?!  In a couple orders during the first rouge weekend sale I hit rouge for a 2nd time, and my foundation brush wasn't in there, (and not 1 sample. Not a one....and just in that one order I spent almost 700.00) 

By chance, do you still have some of the foundation samples that were supposed to be a promo a couple months back?! I'm sure you can look through my list of orders and see which it was supposed to be....i need to find some foundation formulas that I can try out, that are good for older skin, with texture. I was so excited for that and the perfume samples and when I emailed I didn't get it in my orders, I was told just to "go into the store and ask for samples and it was no big deal"  and they didn't seem to care that I live 120 miles away from the nearest store, and if I could just "walk in and ask for samples" then it wouldn't even be this big of a deal.  But something needs to be done because this has been almost 98 percent of my orders. I just got another order today with 2 pallettes and a face wash, and not one sample..not a one!!!!  Yet if you look at my account order online it shows you the ones I've picked , and not a one was in there!!!  I can't imagine where all these samples and promotions are going too, and since it's not just a once in a while thing, and so many other ladies and gents are having the same problem.  I placed another order 2 days ago and hoping the nars bronzer sample will be in there, but I guarantee it won't be. You guys are loosing out on so much money from what may seem like not a big deal to some, because a lot of us spend good money on a regular basis and would be inclinde7to spend a lot more if only we were able to test things out. Especially those of us that don't live near a store. 

Thanks.

[Justjamey]

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