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Post in Customer Support
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missing samples

My last 2 orders have been missing samples again. I totally understand they’re free samples and are probably based on availability but it’s a bit upsetting when my orders are $2-300 every time. 

Re: missing samples

I have also had issues with missing samples recently! This is a big part of why I order online vs go direct to the brand store. I ordered products from The Ordinary via Sephora online so that I could get samples of other products to try, when I work within walking distance of The Ordinary store. I’m so disappointed, I’ve found many new brands through the samples I’ve received and this has now happened a few orders in a row 😞

Re: missing samples

Hi @k8b24,

 

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

 

Best,

Laurie 

Re: missing samples

Yep, my last two were missing them as well. And I understand they might not have any of the samples that I request, and that's fine....but with how many samples they have to give out in their stores, there's no way they did not have two samples of some random product to give me. Even when they've had to substitute one of the foundation shade testing cards, I haven't complained because I understand. But come on; not sending samples is bad business! Especially because a lot of the ones I request are for fragranced products that I will not blind buy without testing to see whether I like them first.

Re: missing samples

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

Re: missing samples

same, I rarely receive the Same samples (sometimes missing samples too) that I spent time researching and choosing.

So tiresome - Sephora needs to fix this. As a Loong time customer from the store's very start, I didn't have this issue for several decades.  They say they can't control it now, well, agree, why ask then and waste the customer's time? At least send a product in the same category- like if someone wishes for sample cleansers and moisturizers (for travel)-- don't send foundation samples. Without the needed samples, I'd just order at Nordstroms.  So I feel it's bait and switch to get the purchases.

Re: missing samples

Hi @lulunewyork Sorry to hear about this! I'll send you a PM.

Re: missing samples

thx for response,  yes, I rec'd samples This time. they were makeup, I had wanted (as always) cleanser and moisturizer for travel. The time before that, I received one sample (not 2) and it was makeup. I've also received nothing several times, after choosing things, as others here noted. Seems like the majority of choices r now foundation samples, and that is why we keep receiving those as "replacement"

 

Re: missing samples

@lulunewyork Please reply directly to my PM so I can further assist! To reply, please click on the bell/envelope icon in the top right corner of BIC, select the message, then reply. Thank you!

Re: missing samples

thx for u time!.... sorry, I Did understand you, I

just chose not to PM 

Re: missing samples

oh! also-- I like (and choose) sample scents sometimes here....I often turn around and buy the full size from Sephora.  (fyi,  I'd never choose my foundation through a sample though....too tiny and inaccurate)

Re: missing samples

I have been having the same issue! My last 3 orders have not had my samples and zero substitutions. Very disappointed, I was especially excited for the samples I was supposed to be getting with my last order. 

Re: missing samples

Hi @morgannrogal Sorry to hear that! I'll send you a PM!

Re: missing samples

Agree. I chose certain items because they were clean/vegan. Why have us chose if they are going to send different things or nothing at all? I just got 2 samples for brands I’d never use. 

Re: missing samples

Hi @julieanne7,

 

Samples can be substituted depending on availability when the order is fulfilled. I'm sorry for the disappointment this may cause! 

 

Best regards,

Laurie 

Re: missing samples

Same over here as well. Either I will receive something in it's place that is totally unrelated like perfume instead of skincare, or I will get nothing at all. The package I received today had nothing. It's a bummer!

Re: missing samples

Hi @PaigeTodd,

 

I apologize that your samples were missing entirely! I'll send you a message shortly.

 

Best regards,

Laurie 

Re: missing samples

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

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