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!

[LovedropInc]

Same with my last few orders - they never sent the samples in my order, yet they show in my history as "shipped". At this point I assume the people Sephora hires to pick our orders keep our chosen samples for themselves and toss in a single random cologne sample because they know Sephora won't do anything about it because *subject to availability* disclaimer. Funny though that when you go online to place a new order, your same "good" samples are still available to "choose".  Sephora's broken Free Samples promise is going to push people back to department and specialty stores. 

[DaneeBT]

@LovedropInc Sorry to hear that! I'll send you a PM. 

[LaurieBT]

Hi @Zsanika19,

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

Best,

Laurie 

[grwmcore]

I’m guessing you probably did because otherwise you wouldn't expect a sample, but did you add samples to your cart beforehand? 

[Zsanika19]

@grwmcore Yes, I did select the samples and it even shows on my order history that they were shipped with my order, which is really not the case. 🤷🏼‍♀️😒

[frozen87]

Yea I don’t think they actually give out free samples unless you are in the store. Have not received any of mine either even after speaking with customer service. 

[NHayes30]

My last two orders I didn't get any of my free samples. I get that it's not that important in the grand scheme of things but they are one of the reasons I shop at Sephora. The two in my last order were items I was really looking forward to trying too. 

[LaurieBT]

Hi @NHayes30,

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

Best regards,

Laurie  

[Emrxz]

I didn’t receive my samples too! Am disappointed as I was really looking forward to trying these products before I purchase them. Is there a way I can get different samples? 

[keelybt]

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

[reesie1111]

I just had got my order today and there were no samples. This is such a bummer because I have been wanting to try these products out. 

[ltamx]

I also didn’t receive any of my samples in my recent order

[keelybt]

@ltamx I will send you a PM to help. 

[LiyaRoy]

Hi, I just got my package and it didn't have any of the free samples either. Just my order. Little bummed, can someone help? Thanks!

[keelybt]

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

[destroya333]

i recently received an order and it was not the samples i asked for.

[DaneeBT]

HI @destroya333  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 I understand this is disappointing and I apologize we were unable to send the samples you originally selected at checkout!

[AlisonBeth]

Yeah that happens all the time when they run out of samples. I’ve even had them not send me rewards lately when I’ve used points to buy them 🙁

[DaneeBT]

@AlisonBeth I'm sorry to hear about your rewards! If you haven't been assisted with this yet, please send me a private message with your order number and name of the reward that was missing. Thanks!

[nikkilee88]

Got samples in my order but not the ones I requested. Disappointing.

[DaneeBT]

@nikkilee88 I'm sorry to hear that! 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