Why does Sephore oversell and then send disappointing emails cancelling parts of order?

[PinkStarburst]

Dear Customer Service, I placed an order on the 27th of December (Order # ) and just got an email that you cancelled the Reset Mid-Season Sample Bag and won't even replace it. Okay, I did not pay for it, only made that order so I could have the bag AS A GIFT for my sister because she wanted to try out majority of the products before purchasing. Why do you even allow people to "buy it" when you run out of stock and not even offering an alternative? What is the point of the promos? It does say in the tiny writing that it's subject to availability but cancelling stuff AFTER purchase because you ran out is just simply not acceptable and straight disappointing. You don't even intend to keep track of your stock because it's free stuff anyways and it's just a privileged according to the way you've been handling everything. Sad that there is seriously absolutely no value shown to customers just straight IDGAF attitude... Guess I should start buying products directly from the brands because Sephora is too cool to give a duck about their clientele...  

[MaliBT]

Hi @PinkStarburst, 

Sorry to hear about this! I'll send you a private message. 

Best, 

Mali