Wrong Shipping and No Samples

[kscott14]

Looks like an order that was placed about a week ago just shipped and it wasn’t shipped using the flash shipping that I paid for, and then “earned” being Rouge. On top of that, 3/4 of my last shipments contained zero samples, and the one that did only had 2 compared to the advertised 3. I realize coming up on holiday is a crazy time in retail, however I’m not satisfied with the service. I have done orders through competitor sites such as Ulta and Beauty Brands during this same 2 week span and have had zero problems. They’ve included samples every time, and occasionally more than I thought I was getting. I know this is not a fault of the customer service department, but I hope my concerns and everyone else’s are being passed off to the right people so the warehouse and shipping team can get it together.

[deecy63]

I placed an order on Nov 22, Sephora sent an email saying it was shipped on the 24th and yet it still says in route to a UPS site. Good thing I have “flash shipping”! Maybe it will arrive before Christmas! I also have received either no samples with recent orders or something random in place of the selected ones. I understand the can make replacements for unavailable samples but when I place another order and the same samples still show as choices I don’t believe this is the case!

[MaliBT]

@kscott14 + @vihnoverde, 

I can look into this for you and I'll send you both private messages. 

-Mali

[SydneyChittick]

I ordered over a week ago my order hasn't even shipped yet 😡

[MaliBT]

@SydneyChittick, 

I sent you a private message already. 😉 

-Mali

[vihnoverde]

I got the same email from client services, and when I called customer service, they told me they had absolutely no record of the email even being sent out! They also said I would receive a store credit for the upgraded one day shipping that I paid for,but the rep said they had no record of that on my account, either! Actually, that was the second rep that actually tried to solve my problem. The first hung up on me after I said that I didn't believe her that my bar of soap did not qualify for flash, because it was an aerosol. MY BAR OF SOAP. I still love Sephora, but I am sticking to the stores from now on