complaint! (delivery orders and 'samples')

[izzyj2012]

Normally I am a grateful customer and do not want to complain. But almost all of the last year of online delivered to home orders (I AM VIB ROUGE FOR YEARS) - offering any samples to try have been major failures. I am lucky to see even one of anything I select to try and usually end up getting things I would NEVER use or try -- and this is awful for many reasons:

1. I am fair to ivory skin depending on season and also have severe skin sensitivities; I select samples based on what I can try rather than 'anything'. Why would I order samples for medium to dark skin or items that will cause me allergic breakouts?

2. About sustainability- sending me these 'trash' items don't add much weight to freight but it does to the environment in terms of packaging and waste. 

3. IF YOU CANNOT OFFER ME EXACTLY WHAT I REQUEST IN SAMPLES- WHY ARE YOU SUBSTITUTING AT WILL WITH THESE SAMPLES? ONLY ONE ORDER I RECALL HAD ZERO SAMPLES I REQUESTED. OFFER ME POINTS IF YOU CANNOT SEND EXACTLY WHAT I ORDER AS SAMPLES.

4. If you do not know this is happening, you had better check your warehouse. Normally I ask for some fragrance type samples so my skin isn't a problem if your offers are not items I can use. Either someone fulfilling my order is deliberately omitting the samples or you are deliberately trying to empty your warehouse stock of junk that I cannot use. 

I am ok with most of the order service, even if I have to wait for items due to stock problems. I am not ok with you offering samples and wasteful items that are very unsustainable practices and deceitful 'incentives' to us as customers. Please fix this issue-- it is sad ---- #sephoraVIBsamples @SephoraVIBRouge #sephoraorders

[keelybt]

@izzyj2012 I'm so sorry to hear that you haven't been receiving the samples you select. We do have to make substitutions if the samples you select are unable in the distribution center that is processing your order. I apologize for the disappointment and will share this feedback with the appropriate department for future improvements.