Wrong samples received

[Lolo730]

I placed an order on 06/28/17 and when I received it I noticed that none of the free samples that I had selected were shipped to me. Instead I received three completely different samples. 

The time before this this that I placed an online order I didn't receive any samples at all. I'm not sure if anyone else has been experiencing problems with their online orders or if it's just me. I placed another order two days ago and I hope this one finally arrives correct. 

[Reginagirl2022]

Sadly, the samples I received were incorrect too (both of them)!  Not even close! It is a shame as it is one of the Sephora 'perks'. It lets down an otherwise flawless shopping experience!

[keelybt]

@Reginagirl2022 We do have to make substitutions if the samples you select are unavailable in the distribution center that is processing your order. I apologize for any disappointment this may cause. 

[JolisaB]

Hi, the same thing happened to me! I ordered a perfume sample and some moisturizer sample. It sucks because I specifically picked those ones as I was interested in buying them and wanted to see how I’d like it. Instead I got a beard lube for shaving and a concealer sample. I assume that samples are given based on product availability, unfortunately I don’t have anyone to give the beard lube too. The samples are free tho so I guess it’s ok...?

[DaneeBT]

Hi @JolisaB,

I'm sorry to hear you received the incorrect samples in your package! Please note, substitutions will be made for out of stock samples. I understand they're a great way to try out new products and I'm sorry we were unable to send the ones that were originally selected at checkout.

Always,

Danee

[JolisaB]

Understandable, which is why I said I assumed it was based on availability, however it is unfortunate that I cannot use the samples given. And I have no one to give the beard lube to. I wish the samples sent were something I have use for.

[Ericakw]

Same here. Disappointed because they sent me two perfume samples and I can’t wear perfume. Was actually really looking forward to my samples. If they can’t guarantee choices they should just say they’ll be random. 

[Shreyl45]

I had the same problem. I placed an order on 05/05/2020 and received it on 05/26/2020. It took a long time for it to ship and I was really excited to try out the three sample lipstick shades and a moisturizer. However, the samples I received were completely differently than what I had ordered. Very disappointed. I still haven’t received my second order. Hope it comes with the correct samples.

[KitCatAttack]

Me too!!!! I wanted to get my sample of highlight and eye serum and I got perfume and some probiotic serum which I don't care for both. Have you contacted Sephora? How did it turn out? I'm debating whether I should or not since they are free...

[Shreyl45]

No, I didn’t contact Sephora since I got the correct samples for my second order.  It seems like they change the samples when they’re out of stock. 

[LaurieBT]

Hi @KitCatAttack,

Samples may be substituted depending on availability at the time of fulfillment and we are sorry for any disappointment this may cause. I understand your selected samples are a great way to try out new products and I'll forward your feedback to our shipping teams. 

Warm regards,

Laurie

[KitCatAttack]

Thank you so much! I appreciate the quick response, I'm honestly amazed. I hope to hear back from them soon. Thank you!

[MissJo575]

Looks like it's still a problem! I selected lipstick and undereye patches. I got foundation and gave cleanser samples! 

[eveflower]

I’ having the same experience. I picked certain samples excited to try the products and possibly buy full size in the future but I received totally different samples. Very disappointed, it’s 2020. They should really have this looked into. 

[Katieee5]

I just received my order from Sephora and was excited to receive my free samples. I usually pick samples to try new products and see if I'd be interested in purchasing them in the near future. Unfortunately, my order didn't come with the samples I selected and sometimes I didn't even receive a sample at all. I wish the whole sample situation could be organized in a better manner and ensure that inventory on samples are always up-to-date. 

[Echo191]

Wrong samples too, so sad, I don't have a male at home to try the sample.

[RebeccaBT]

Hi @Echo191,

I will send you a PM to further assist you. 

Best,

Rebecca

[KitCatAttack]

Hi, my samples were completely wrong as well. I requested the free sample of eye serum & highlighter but I received perfume and a probiotic potion which I do not care for at all. Is there anyway I can get the right samples? 

[Echo191]

Cool，thank you in advance.

[kelowna77]

This is especially hard for me because I am incredibly pale, so 99% of concealers, foundations etc. do not include a sample light enough for me. Which means that the samples are completely useless to me which is why I have to pick specific ones. If they’re not available don’t put them on the site to pick. There’s a reason I didn’t pick the lock it concealer sample because none of the shades included on it or anywhere near my skin tone. I don’t want it for a reason and it’s a little bit frustrating when you pick something that you actually could try that you want to try and don’t get it. Why let us pick if they’re not gonna send the ones that we ask for?

[wooliebullie]

Same for me! I absolutely hate concealer and foundation samples because they are completely useless to me. And what do they seem to always substitute with? Ugh....