WHY DO THEY OFFER FREE SAMPLES BUT NEVER DELIVER??!

[lovenurselisa]

my past two orders have arrived with zero samples...not even substitutions. As much money as i spend at Sephora I’m a little annoyed that this is advertised as a “perk” but it’s never delivered with no substitutions or explanations. Maybe i should just shop at ulta instead where i can get cash rewards. Reading through some other posts on here i can see this is a common issue....smh

[DaneeBT]

Hi @ArshC Oh no! I'll send you a PM.

[danisecdecastro]

This happens to me too! Its annoying that your spending too much and they can't even give the sample! 

[DaneeBT]

HI @danisecdecastro I'll send you a PM to further assist!

[Cocolime]

I just wish I could get my order. They use a horrible shipping company and always have my orders returned… right now it was sent back on Tuesday and Sephora has still not received it. Why do they ship with Fleet Optics you can’t even contact them to arrange the order to come 😞 ugh I just want my face cream and fragrances 🤦🏻‍♀️

[DaneeBT]

Hi @Cocolime I'm sorry to hear about this! I'll send you a PM.

[JBurban]

Same here.  SO annoyed by the inconsistencies.   I'm thinking about switching back to Macy's.   They always and samples.

[DaneeBT]

Hi @JBurban Sorry to hear about your samples! I'll send you a PM.

[danispeed]

@lovenurselisa This has been happening to me for YEARS.  So many mixups and mess ups with orders that I finally stopped spending as much money at Sephora entirely.  If you looked at my invoices from like 3 or 4 years ago and my invoices since, I spent thousands of dollars less a year…down to next to nothing at this point.

[ChristyKuisick]

It’s been happening to me too except that my last order had a random (well not one that I picked) perfume sample but it was half empty anyways 

[KateHad13]

Me too. I really wanted to try the samples that are for the expensive products to see if I actually want to buy them, but they never end up putting the samples in my order. I really wish they were better at notifying you that they cannot put the sample in your package and will send it later because it really sucks when you are looking forward to something you ordered, but never actually got it.

[DaneeBT]

Hi @KateHad13 I'm sorry to hear about your samples. I'll send you a PM.

[danispeed]

@KateHad13 Right!? Samples and the rewards bazaar, as well as the old sample gift bags they used to have were how I wound up finding new products to buy. If I try a product and I’m hooked on it, I’m going to buy it.  And that’s a point blank period.  I don’t care about the cost.  Most people don’t like to go to the mall anymore and they don’t want to go shopping in person.  Especially not at Sephora, because there are no perks for being ROUGE or VIB or anything in store, and they never have been. I can’t even seem to get them to you acknowledge my existence when I go into a store in person. And that’s nothing new, it’s always been that way. Any long-term Sephora junkie knows that you get less when you shop in store then you do online. It’s just a fact and it always has been. It makes zero sense to mess up the orders of the people that are buying the most products, and most likely to buy whatever luxury item they have requested a sample of or redeemed rewards points - or used a promo code to get.  The entire reason why we are doing it is because we want to try it out and decide if we want to buy it. If you look at my invoices and shopping history, more often than not, if I’ve intentionally sampled something - I’ve bought it later.  The worst thing a company could ever do is cut the legs out from underneath their most compulsive and impulsive spenders!  And that’s exactly what they’re doing when they don’t even bother to send us our samples, rewards items, promo gifts, or worst of all the correct products initially purchased at all.  It’s completely soured the whole experience for me.

[melanito]

My samples in last 4 or 5 orders this past month have not had the 2 samples I requested. I buy natural skincare and makeup and my skin is quite sensitive with allergies to certain ingredients so it's super disappointing to not get the samples I chose because I can't use just anything on my skin and hair. This sample issue started around the time samples were decreased to 2. I have been a Sephora customer for years and years like from the time they first started shipping to Canada and didn't have stores here. I can't remember this being an issue in all those years. It is a realize a small thing but when you peruse the samples repeatedly to place your order when you can find something to use its disappointing when you open your box and see a random sample. Definitely considering where I shop and spend my $ when I see customer service decrease like this...and not caring what samples go in a box is a lack of customer service

[LaurieBT]

Hi @melanito,

I'm very sorry for the disappointment regarding sample substitutions and thank you for reaching out with this feedback. Samples may be substituted depending on availability at the time of fulfillment, and I apologize for any inconvenience this may cause. I understand that your selected samples are an exciting addition to your order, and I'll share this feedback with our teams for improvements. If you did not receive any samples in your orders, please send me a private message with the order number(s) and I will be happy to assist you further. Thank you!

Warm regards,

Laurie

[amyrs1]

It’s an ongoing issue. You aren’t the only one. I’ve been ordering from Sephora since they’ve had an online store. Samples were never an issue until about two years ago. I have no idea what changed but it’s rare now for me to receive what pick at checkout. Which is sad, I looked forward to trying whatever I choose. Unfortunately Ive had to lower my standards in terms of expectations on getting what I pick. Sephora really needs to just offer a ‘surprise variety’ sample set in skin, fragrance etc.

[Butterfly25v]

This happened to me too and i spend alot of money to not even get my samples 🙄

[woodnymph79]

This has happened to me as well. The last 2 of 3 orders I received had zero samples. No substitutes, nada. And the 3rd order that did include samples only included one that I wanted, the other was a sub. This is clearly a new issue that pretty much blows. On top of the OnTrac shipping for those of us unfortunate enough to ship to California, I'm getting pretty fed up with Sephora. (OnTrac is a joke, oftentimes the package sits in their facility for more than one business day, which makes 2 day flash shipping impossible from Utah to California.)

[ZakiyaBT]

Hi @woodnymph79,

I am sorry to hear that you did not receive your samples. If you have not been assisted with this please send me a PM with your order number and I will assist you further. 

Best,

Zakiya

[Mallerlyn]

I have the same issue i never get any of the samples i ask for. I only get perfume ones that i didn’t even want.

[RebeccaBT]

Hi @Mallerlyn,

I am so sorry to hear this. We take order issues like this very seriously. I have forwarded this information to our Distribution Team so we can make improvements in the future. I will send you a PM to assist you further. 

Best,
Rebecca 

[jessicabb]

I lost track of how many times I've emailed Sephora about missing samples.  It's a hassle and I feel kind of annoying doing it.  However, the website advertise it as a perk (per the initial post) and they never deliver or bother to "substitute" it with others if the chosen ones are unavailable.  One of the main reasons I shop online is for the samples because it's such a great way to discover new products.  Oh well.  I see tons of people writing about missing samples and it seems like Sephora mods are responding but not much is actually being done about it.  Oh well?