What is up with Sephora's shipping and no samples?!

[Anonymous]

It seems like ever since the VIB sales, Sephora has had some TERRIBLE shipping issues. I tried to order a Drunk Elephant set, and not only did they hold my shipping for almost 10 days. They decided to CANCEL on me and then RESTOCK that same set an hour later! So instead they deducted me into the negative, and then sent out a 100 point perk with no samples! All I got was a huge empty box with a tiny face mask in it. Dermstore however offered me a better Drunk Elephant set, gave me discount, did not CANCEL on me, gave me a sample and did not have shipping issues!!!!

So two orders later...

First order went through fine with only a slight delay still no samples with that one. Now my second order, has been having delivery issues with UPS. Shipped out in two days, but now it is on the Second Delivery attempt to say "Out for Delivery" then I get "Operational Issues, there may be a delay in your order" SEVERAL TIMES. I bet you that also has no samples since Sephora has not been sending out ANY samples lately. Order was made December 1st, now December 7th I am still waiting on my delivery and I bet it does not show up since its almost 7:30 PM where I am at.

Sephora why the hell are you having so many shipping issues and giving out NO SAMPLES WITH ANY PACKAGE during the holidays?!?!?!?! I was actually looking to order again with a sale going on, but I decided not to do it because I bet I won't get samples, that or have more shipping issues. Sephora has been dropping the ball lately, and I am starting to get pissed off. They already lost business due to that first order. I really am looking into alternatives now because I don't want to keep dealing with this crap.

[AlliPNW]

I’m super frustrated as well, and do not plan on renewing flash shipping. What a waste. It’s never been two days first of all... and multiple times I have had zero samples in my shipment. I understand having to substitute different samples, but completely leaving them out all together is extremely disappointing! It was one of the perks that sucked me into the flash shipping in the first place. To top it off, the customer service stinks... it’s a bunch of auto replies that provide prewritten canned “answers”... and hence never truly solves anything or answers any questions. For the amount of money I spend at Sephora, I feel like this is a cheap shot at their loyal customers 😞 

[RaquelBT]

Hi @AlliPNW,

I'm very sorry to hear this. I'll be sending you a private message momentarily to assist. 🙂

Best Regards,

❤️ Raquel

[chigirl830]

I am with you,  ridiculous that this is so common and the response I've gotten from customer service is a glorified "oh, well... nothing we can do for you". No offer of compensation whatsoever. And this seems to happen on most of my orders,  not a one time thing.    I just recently signed up for the flash shipping too. They really don't seem to care.  

[JamilaBT]

Hi there @Anonymous + @hevanlee. We are working to improve our free sample perk and apologize for any inconvenience in our efforts to do so. We appreciate your continued patience as we work to make this right. While we may substitute samples based on availability, we apologize if your order was missing samples entirely. Please send me your order numbers in a message for further assistance. 

xo,

jamila

[hevanlee]

I've also ordered twice now, Nov. 4th and Dec. 5th and received NO samples with either order. Complained about the first order and got the 100 points compensation. I was fine with that because I thought it was a one-time oops. Now after reading more, like your post, I see it's more widespread and getting to be common and that's NOT COOL! I've contacted customer service once again about it, and fully expect another 100 points that can only be used if I order something else, which I don't intend to do anytime soon. 😕

[maribeths]

Add me to the list of no-sample orders.  I've placed two orders in less than two months, neither of which included my samples.  When I contacted customer service, I got a saccharine reply saying "Sorry, but not enough to do anything but send this canned note".  

Come on, Sephora--if samples aren't going to be included, make it clear in the order section.  

[LaurieBT]

Hi @maribeths, @saltwatertaffy and @hollywouldd,

I'm so sorry to hear that your recent orders have not included complimentary samples. Please send me a private message with your order number(s) for assistance. Thank you!

- Laurie

[saltwatertaffy]

I had the same thing in my order that arrived today. All three samples were listed as shipped on the order page but they don't appear on the packing slip. No samples is fine, but it's a waste of my time to pick them out, and a waste of Sephora's time to put them up on the site, if nobody is going to ship them anyway 😛

---

maribeths wrote:

Add me to the list of no-sample orders.  I've placed two orders in less than two months, neither of which included my samples.  When I contacted customer service, I got a saccharine reply saying "Sorry, but not enough to do anything but send this canned note".  

Come on, Sephora--if samples aren't going to be included, make it clear in the order section.  

---

[hollywouldd]

Same here on my past three orders not containing any samples whatsoever with the exception of one order containing one random packet sample.  To add insult to injury, one of those orders put my account into Rouge Status! 

[glucose6p]

Same here Rouge status and not one sample with my last order I cut them a break during the holidays but seems like this is now an on going trend.