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!

[DaneeBT]

Hi @catherinematte Sorry to hear that! I'm sending you a PM.

[ChelseaGee9]

This happens to all of us unfortunately. If they give you some other samples than what you ordered, they won't do anything further. But if they don't send any samples at all, then you can ask for them to send you one of the sample bags if they have one, or some other samples to make up for it. Depends on who you get in customer service for that one. Sometimes they do, sometimes they don't. 

The best experience I have with this is if they totally forget my samples, I call them about it, and then tell them I'm about to place a new order so if they could just add extra samples to that I would greatly appreciate it. That usually does the trick and I get a whole bag of samples with the next order. 

[ophy77]

You’re speaking the truth. During the sale, the warehouses are overwhelmed so the samples fall low on the priority line. 

[Ellia31114]

Same here! I decided to treat myself with a semi-big Sephora order because of the sale, and was sad when I didn’t get mine lol. 

[DaneeBT]

Hi @Ellia31114 Oh no! I'll send you a PM.

[AAll1990]

I also haven’t gotten my free samples my last few orders!  Such a bummer because I always look forward to trying something new ☹️!

[LaurieBT]

Hi @AAll1990,

My apologies! I'll send you a message shortly.

Warm regards,

Laurie 

[Pam67]

I haven’t gotten any samples the past few times I’ve ordered from Sephora either. I love getting the samples because I get to try all sorts of different products. If I like them, then I’ll usually buy them. But that doesn’t happen if I don’t get them! 

[LaurieBT]

Hi @Pam67,

I'm sorry for the trouble! I'll send you a message shortly.

Best,

Laurie

[ShawnaVancity]

Me neither. In my past 3 orders in the past couple months I only got samples once. I don't know why they bother asking if they have no intention of sending them out.

[LaurieBT]

Hi @ShawnaVancity,

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

Best regards,
Laurie

[muffin1974]

I didn't receive my sample either, and I'm also missing my packing slip which I need for my financial records. I'm so tired of Sephora leaving samples out, this is not the first time. I'm starting to think Ulta is better because 1, they're cheaper and 2, I've never received a wonky order and 3, I can get my drugstore stuff in the same order. Besides, Ulta gives samples too. And bigger sample bags during special events.

[LaurieBT]

Hi @muffin1974,

I'm sorry to hear this! Packing slips have been phased out, but you can view all of the order details in your order confirmation email. I apologize that your samples were not included, and I'll send you a message shortly.

Best regards,

Laurie

[mystikal1]

This always happens to me. I never get samples that I add in the end of my purchases. It makes me want to stop shopping at Sephora and going to a different makeup store! I’m debating on just staying with a store like shoppers drug mart to at least collect points, for the price of makeup and perfume. I used to look forward to trying samples to see if I like the products enough to purchase them. Did you get a response on why you didn’t receive your samples? Hmm 🤔 

[keelybt]

@mystikal1 I'm sorry to hear that! I will send you a PM to help. 

[teeesa]

My past two orders I did not receive my samples. So disappointing seems like the people packing our orders don’t care too much since it’s free. But I really have been wanting to try a different foundation. 

[DaneeBT]

Hi @teeesa Sorry to hear that! I'm not able to send you a PM at this time. However, please contact us via phone at 1-877-737-4672 or via our live chat so we can further assist. Thanks!

[CarinaaaY]

I received only one sample with my order and the birthday gift I got has damaged packaging. I was so excited to receive my order until I opened the package...

[LaurieBT]

Hi @CarinaaaY,

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

Best regards,

Laurie 

[Amairanymc]

Same 😕 I had two separate orders and in both I really wanted to try the HAUS labs foundation to see if I wanted to purchase the foundation, because I did that with the kosas one. I received a sample and I liked it so I went ahead and ordered the foundation, but in BOTH the packages where I wanted to try the HAUS labs foundation neither of my samples came in. I get one, but TWO?! C’mon