WRONG SHADE OF BEAUTY OFFER

[KTJai]

So, I made a purchase which was over $25. I selected one of the beauty offers (not free samples) to receive a sample size of Laura Mercier flawless lumiere foundation in VANILLE (one of the lightest shades) and received PECAN instead (one of the darkest ones, not even light or medium. It’s one thing to say that samples can be different but I paid a certain amount on my order to get this and it showed it available and in my order..what can be done to fix this?

[NickyMarch]

Yup, same exact thing happened to me...TWICE. The Sephora closest to me doesn’t have this foundation, so I was beyond thrilled when this was a gwp. I’m very fair, so of course ordered Vanille...and was so unbelievably bummed when I opened my box to see Pecan in there. I emailed customer service and they kindly sent out the right shade. Got my package...Pecan AGAIN. I furiously contacted customer service again and guess what they gave me...100 points 🙄. I contacted them again and told them that I do not want the points, I want the item I paid money to receive, or else I need to speak to a manager. I asked why the shade is still showing available on the promo page, yet I keep receiving the wrong shade? I even attached a pic showing the two wrong shades next to the orders saying Vanille. Welp, they got back to me saying they already sent me another one, so here’s 200 more points. Sorry 🤷🏻‍♀️. I’m beyond disgusted. I hate even giving them my business after this. But sadly I want to try the foundation so bad, that I actually considered making ANOTHER purchase, hoping to get the shade Vanille, but after seeing your post, I’m not going to bother and am just canceling my current order. Ok, rant over ! Lol out of curiousity, did you ever receive the right shade?

[KTJai]

Same thing happened to me! Just received pecan again! Ughhh. There’s no way this would ever be a 100 pt option so I totally understand that not making it right.

[NickyMarch]

So did you ever get Vanille? I wonder if they ran out of that shade first, and didn’t adjust the promo pic, so when they got orders with that in there they just threw in whatever they had left..? Idk, how else they could screw up over and over, considering it’s STILL showing as a gwp...🤔🤷🏻‍♀️

[ZakiyaBT]

Hi @KTJai,

We are sorry to hear this! We are aware of this and we are looking into this further. 

Best,

Zakiya

[ZakiyaBT]

Hi KTJai,

I am sorry to see that you were sent the wrong deluxe sample. I will send you a PM for further assistance. 

Best,

Zakiya

[Marrrryyyyy]

oh no! i hope they fixed this for you°!

[LaurieBT]

Hi @KTJai,

I'm sorry that you received an incorrect shade! I will take a look in more detail and will send you a private message to help shortly.

Warm regards,

Laurie 

[KTJai]

I received an email that I was supposed to be receiving the shade VANILLE sent to me and ended up with two in Pecan now... ☹️ still hasn’t been fixed..