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!

[keelybt]

@simshamrock Oh no! I will send you a PM to help. 

[jsamra]

I honestly haven't received any of the samples I picked for my last 4-5 orders 😞 I know it's free, but it's disappointing. 

[keelybt]

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

[RooRoo195]

I also have not received any samples on basically all of my orders for the last year. I’ve followed up a handful of times but I don’t want to have to every single time. I know they are free but then just don’t give us the option to choose if you’re not going to include them.. 

[marj33]

I also didn't receive any samples, I wasted so much time picking them out and nothing was shown in the package when it arrived, I was so excited to try them out too

[DaneeBT]

Hi @marj33 I'm so sorry to hear your samples were missing! I will send you a PM.

[Piaxie]

I also didn’t receive my free samples from the package I received today. I was looking forward to trying out the first aid samples so I could buy it for next time 😞

[LaurieBT]

Hi @Piaxie,

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

Best,

Laurie 

[tahling]

my recent orders don't get the right sample, too. I mean, I don't want to --- about free stuffs, but hey, why waste customers' time choosing sample then send completely different things?

[LaurieBT]

Hi @tahling,

Samples can be substituted and we apologize for any disappointment this may cause! We appreciate your feedback and I'll share it with our shipping teams for continued improvements. I'll send you a message shortly. 

Warm regards,

Laurie 

[CGraceL]

I got an email today about my order being delivered with a product and two samples, but upon opening it the samples were not there. The samples that I picked were some products that I have been wanting to try out, so I’m pretty bummed that they were not included and I wasn’t notified that they would not be there.

[keelybt]

@CGraceL I will send you a PM to help. 

[heather57]

Same! I just got my order today and was really looking forward to trying the samples I picked. When I’ve ordered in the past and they’ve come, so I was bummed to see they didn’t this time.

[DaneeBT]

Hi @heather57 I'm sorry to hear about your samples! I'll send you a PM.

[nush77]

I didn’t get my free samples either! So disappointing

[keelybt]

@nush77 I'm sorry to hear that! I will send you a PM to help. 

[gfmchi]

I didn’t get my samples too 😞

[keelybt]

@gfmchi I will send you a PM to help. 

[stephaniieelee]

Sephora is really starting to become more of a joke than anything. They are multibillion dollar company and can’t even send out the samples with peoples orders! Not to mention they don’t even care to replace or refund orders that have went missing! If you have ever gotten help from Sephora once make sure to know that you will never receive help from them again! They will tell you that you’ve received multiple past accommodations so they are unable to do anything and cannot override the decision. Even if you haven’t had numerous accommodations it’s the same automatic response they send out, they can’t even properly reply to their customers. They just have pre written messages they send out! Not to mention I’ve spent nearly $2700 in the last 24 days but that doesn’t matter to them. Not to mention customer service acts like they own Sephora and god forbid they help the customers they act like it comes out of their own pockets, but it’s ok for 3 of my orders worth $435 to be missing and it doesn’t matter that I’m out that money and don’t get the items I paid for! Not to mention in most of the orders I’ve received I’ve had 1 sample if any, why give the option to choose samples of the people packaging the orders don’t even include them. Some may think who cares it’s a sample, however when you spend a lot of money on products those samples add up and are great to use for travel or whatever else. As someone else had mentioned on here as well they went from 3 samples per order down to 2 and more times then not most of us don’t even receive them! @@Sephora @beauty @rougeuserprvw0 

[CKMills]

I just got my order today with no samples. This is the second time recently. In the past I’ve had my requested samples replaced with random ones. Disappointing to get nothing. 

[DaneeBT]

Hi @CKMills 

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

Regards,

Danee