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

[Zobiya]

Hi, I did not receive any sample for my last two orders. I was in store and checked out today and yesterday. So disappointed 🥲

[DaneeBT]

@Zobiya Sorry to hear about this. I'll send you a PM.

[MarisaMendelson]

I love Sephora’s samples and their customer service. If you don’t receive your samples or receive an incorrect quantity, contact customer support. Per my experience, they will offer 25 Beauty Insider points per missing sample. I really think Sephora’s customer service is top tier. 

I’m obviously also obsessed with samples. So about those…

Recently I have been getting orders without the samples I selected. Often orders are packed long after samples are selected, and by that time they’re out of stock. If the samples we select are out of stock, they are supposed to be replaced with “similar” items, but it seems they are never even in the same category.
    If a certain sample is in stock, it motivates many of us to place orders, so I wish there was a better way ensure those items are truly in stock. Does Sephora take inventory of samples and input that amount into the system? I know that’s time consuming, but inputting a low estimate would be helpful.)  

But bottom line, thanks for always having good customer service and please, don’t stop the samples. 

[RealPurple]

Same.. no samples.. very upset and will return everything I ordered

[UmbraAurora]

I reached out to the support and all they told me was that they would pass on the info. Nothing else. Very short conversation with no explanation. Nothing else. I agree. This is very frustrating as I came here from Ulta for these perks…that I’m not being given…yes I agree. This really needs to be improved. 
I appreciate quality products, but I’m not going to spend the money on them if I’m not getting samples of them first. 

[marypat73]

I never receive samples either

[DaneeBT]

@marypat73 I'm sorry to hear that. I'm sending you a PM.

[LaurieBT]

Hi @UmbraAurora,

I'm sorry to hear this! I'll send you a message shortly.

Best regards,

Laurie

[happyskincare]

I recommend reaching out to customer service they gave me 50 points for my samples missing❤️❤️❤️

[mostlyme]

I came here to say this.

[Beautifly4ever]

Today, when I was about to place my order, there were no samples available for selection ☹️. So disappointing! You are right, I gotta explore Ulta for real.  

[invu]

The last 3 orders I've had over the year with online orders, I've either missed samples or got random substitutions... I'm allergic to perfume but keep getting perfume. Honesty would rather them not offer it in the first place

[rara1473]

Same. Sometimes I don’t even get the offers you have to spend a min of 35 to receive. Their service is wonky. And I agree I spend a ton of money with them. They could do better @rougeuserprvw0 #skincare #lamer

[DaneeBT]

Hi @rara1473 Sorry to hear that! I'll send you a PM.

[krisimir]

Also missing samples again...

[keelybt]

@krisimir I'm sorry to hear that! I will send you a PM to help. 

[danisecdecastro]

They are now sending a different sample than what is picked. The sample i picked are the items i'm curious to try! Don't let us pick if you'll change them anyways!😣

[NukeDaDiva]

Yes! I’ve had the same issue. And the replacements aren’t even in the same realm. At least replace a fragrance with a fragrance, foundation with foundation…

[DaneeBT]

Hi @danisecdecastro Substitutions will be made for out-of-stock samples. This is listed on our website here > https://www.sephora.com/beauty/samples-promotion#FreeSamples And on our samples page here > https://www.sephora.com/beauty/free-beauty-samples I understand this is disappointing and I'm sorry we were unable to send the ones you selected at checkout!

[ArshC]

Yes, going through the same problem