did not receive samples

[Cyweee]

Hi there, I looked at my email invoice of my recent Sephora order and noticed I did not receive my 3 free samples. I understand they are free samples and were probably out of stock since this was an order I made around Cyber Monday, but is there any way to help offset this such as added points or a code to have additional samples included in my next order beyond the usual 3 samples? Thanks!

[mymc]

I did not receive any samples in my most recent order. No substitutions. Nothing.

[keelybt]

@mymc I'm sorry to hear that! I will send you a PM to help. 

[raman15]

Same thing happened with me today i have choosed the tom ford and dior perfume as samples with a picky mind but instead of that they send me the different moisturizer samples which I didn’t like.

[purrplediva]

Same for me as well. Just received my orders and not one sample included. It has also been this way for most of the year. I understand shortages and such but it is a little sad when the samples you carefully choose and looking forward to don’t arrive.

[LaurieBT]

Hi @purrplediva,

I'm sorry about this! I'll send you a message. 

Best,

Laurie

[mominont]

I rarely get samples anymore and when I do it’s nothing that I selected.  Spending amounts don’t make a difference. Why even let me select things when you aren’t going to send me anything.  Don’t have ulta here in Canada.  Seems like I should try Shoppers beauty boutique or even the bay who gives out samples, that you actually receive.  Calling Sephora is useless, am told it’s not guaranteed! So inconsistent.

[LaurieBT]

Hi @mominont and @raman15,

I'm sorry for the trouble! Samples can be substituted depending on the location where the order is packed, but they shouldn't be missing altogether. If you didn't receive any samples please send me a message with your order number.

Best,

Laurie

[Mac1112]

Get used to it. I never get the samples that I select, if any at all. I’ve been with Sephora for many years, but this year (December 2023) ends that.

[DaneeBT]

Hi @Mac1112

I'm sorry to hear that! Please note, substitutions will be made for out-of-stock samples. This is listed on our website here > https://www.sephora.com/beauty/samples-promotion#FreeSamples And on our samples page here > https://www.sephora.com/beauty/free-beauty-samples

If you did not receive any samples at all in your package, please send me a private message with your order number. Thanks!

Regards,

Danee

[GabriellaGoogy]

After you spend over $50k they never forget. Lol

[JGSFLA]

THAT HAPPENS TO ME ALL THE TIME

[2837465]

I've literally never received samples every from Sephora when ordering online, there is like at least 10 samples that I've missed getting in the past few months I've ordered from Sephora. I thought it was just my fault 😞

[12Chimsly22]

I was also missing mine from around the same time period. I wonder if it was the same ones 

[keelybt]

@12Chimsly22 I'm sorry to hear that! I will send you a PM to help. 

[LaurieBT]

Hi @2837465,

I'm sorry to hear about this! I'll send you a message.

Best,

Laurie

[cate82]

Hi, I know this thread is old. But I also did not get my samples with the order. I specifically ordered online vs going to the store to have the samples, but the order came without them. Please help

[keelybt]

@cate82 I will send you a PM to help.

[stace125]

The same thing happened to me with an order I received yesterday, and it's not the first time it's happened.  I've let it go before, but the ability to try samples of new products is one of the main reasons I order from Sephora.  Very frustrating.

[AliNatM]

This is the second order I'm getting without my samples in the box.They appear on my order but not in the box. Sad...

[DaneeBT]

Hi @Cyweee and @xmck,

I'm so sorry to hear your complimentary samples were missing from your order! If you have not already been assisted, please give us a call at 1-877-SEPHORA (1-877-737-4672). One of our representatives will be happy to assist you!

Always,

Danee

[MorganCo]

I contacted customer service about the same issue and nothing was done to remedy the missing samples. I had redeemed 100 insider points and a bonus of five samples, which were all due to arrive with my fragrance purchase, however the package came without samples and Insider Points item. Customer service said "thanks for understanding", these were canceled because they were out of stock. I recommend hiring some software developers to come up with a way to track inventory and notify customers of stock or find suitable replacements. Perks, samples and points generate loyal customers. What's the point of being loyal if I can't use my points? I could easily order from Amazon, if that's the lack of value Sephora places on returning customers.

None of these items came, only the initial purchased item. BE WARNED BEAUTY INSIDERS!