The Issue With Samples...

[HazelEyedQueen]

Ok. Where to begin... While looking through the communities, I see that I'm not the only one experiencing this but it's frustrating that it happens EVERY TIME. (TLDR; I never get the samples I request and I've called to address it several times. And shipping isn't so great either.) So, I place quite a few of my orders online since we have a smaller Sephora inside JCP 30 minutes from where I live and the larger Sephora is 2+ hours away. I also use online for the sample choices, the Rewards Bazaar, the offers available online, and the ease (sometimes) of the mobile app. After placing my orders, I choose the samples I'm interested in trying. I never get the samples I request, IF I get any at all. I'm very picky on which samples I choose because of my skin type, hair type (4c/natural) and, when it comes to fragrances, migraines. However, no matter what I pick, somehow, it's always out of stock. At one point, I was sent a shampoo instead of the samples I requested. I tried it out even though it wasn't even close to the samples I chose. My hair has NEVER been tangled in my life. Nappy, yes. Tangled, no. (You can laugh.It's ok.) It's like they just tossed random things no one else wanted in my box. Then, on top of not getting the samples I've requested, I'll be lucky if I get three. With today's delivery, I didn't get any! I usually call in and, politely, address the situation. When I call, I'm offered points. This would be great; however, it keeps happening. Today, I didn't get any of the samples I chose or any other samples. Instead, I received my order with someone else's information to include the purchaser's and recipient's name, their home address, case and shipment IDs, and order number. This means that I have their information and someone else has mine. When I tried calling in to the Rouge concierge line about this issue, I was disconnected three times after holding for 7+ minutes each. On the fourth attempt, the representative answered but, after my explanation, the response I received was \"but you got your order?\" as if I was wasting her time by calling. She gave me 75 points and said that they were so I could get something from the bazaar (nothing is 75 points in the bazaar). I understand that these are samples. But, if they are advertised as a perk for being loyal customers, we should get them. Furthermore, in order to use the points offered, I have to make another purchase or get an item over 750 points. 1.) I've already made several purchases and never gotten my samples so another purchase won't guarantee a different result. 2.) Everything over 750 points is already out of stock and I can never catch what I'm trying to get (I've been watching the Jeffrey English palettes to no avail). 3.) There's no guarantee that I'll get what I've requested through the Bazaar, if I can't even get the freebies. Seriously, how are they always out of stock when I place my orders? OH and the icing on the cake is that other members receive notifications when modifications have been made to their orders. I've never received a notification. I could see one or two times but every time? I won't even start on the fact that I placed my order on 29 Dec. and just received it but the person (whose info I have) placed theirs on the 2nd of Jan. and it's already out. Shipping is it's own can of worms.

[HazelEyedQueen]

Update: I would suggest contacting Sephora via their FB messenger. They've responded there and are "forwarding the issue to the appropriate". Hopefully, of enough consumers address it, they'll fix it.

[msbronzegoddess]

I haven't been getting my samples either. I called customer service the first 2 times it happened and I was offered points, but now I'm just like whatever, but still confused as to why samples are being left out.

[HazelEyedQueen]

I'm confused as well. If you don't have samples, don't offer them as perks. It's simple. I'm going to start looking elsewhere. At other places, your points give you actual money off; example: 100 points equals $3 off your purchase. I'm going to check them it to see if they her other perks.

[OnlyTennessee]

All I can say is I’ve experienced the same. Very rarely do I get my samples and when I do they’re NEVER what I asked for!

[HazelEyedQueen]

I really hope they fix this. I can't understand how it happens every time to the same customers.