missing samples

[elisamcintyre]

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. 

[mary35353535]

Just received my order and my 2 free samples were missing as well 😞

It's a bit upsetting since the order value was above $400, and these were the samples I really wanted to try before buying a full-size product

[DaneeBT]

@mary35353535 sorry to to hear that. It looks like your private messages are currently turned off. You can adjust your preferences in your settings on a browser, not the app. Please send me a private message with your order number or you may contact us via phone at 1-877-737-4672 or via our live chat for assistance. 

[mary35353535]

Hi! Thanks for replying - odd, as my settings are on for DMs. I'll send you my order ID rn, thanks for helping! 

[hayleym12345]

I just received my package today and my samples were missing too. I know it’s not much but I was really looking forward to them and I’m disappointed ☹️ 

[DaneeBT]

@hayleym12345 sorry to hear that. I'm sending you a PM!

[yuki555]

All my samples were missing 😢

[keelybt]

@yuki555 I will send you a PM. 

[etvn]

This also happens to me. I purposely bought more products so I could get a set of samples but I was so disappointed with what I got since there were some items that were missing even though they were listed in the description. 

[strglbs]

Several of my samples were missing, 1 was substituted and the one that was actually one I wanted was empty 😞 

[keelybt]

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

[aagathaa]

Same! Just received my order today to find out that none of my samples were included ☹️ Kinda gets annoying time after time

[DaneeBT]

@aagathaa Sorry to hear about this! I'm sending you a PM. 

[Dabis]

I don't order very often but when I do, I take forever to pick my free samples.  I carefully examine each option and research the available products to see which one I might like the best.  I'm so excited when I receive my package and the samples are the first thing I open.  I was super disappointed to find my samples weren't included in my order today.  

[DaneeBT]

Hi @Dabis Sorry to hear about your samples! I am sending you a PM. 

[Eartha27]

My order came in today, with out any samples at all. Sometimes they replace the ones I requested with different ones.

I've had several incidents were I did not get any samples at all. Once a customer service rep made sure to send them in the next order, and other times they added bonus points. The last time I called the rep told me "its a privilege to get the samples and you are not entitled to them". I don't see any wording to that effect on the website. I suspect the rep was just in a bad mood.

Before we could chat online, and now I need to make time to phone. Sephora is also inconsistent about including the packing slips. 

[DaneeBT]

@Eartha27 sorry to hear that! I'm sending you a PM to further assist. 

[espagne]

I just had this problem for the first time: My package arrived this afternoon, and my main items were there, but the samples were missing.

I understand that the samples we receive are dependent upon availability, but I really look forward to these as part of any Sephora order, and would have been appreciated two alternative samples. I'm hoping a customer service representative will message me, as they seem to be active in this thread.

I hope this is not indicative of a wider problem in Sephora's system.

[LaurieBT]

Hi @espagne,

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

Best regards,

Laurie 

[tia12]

I just got my 2nd order today, and didn’t get any of the requested samples.  This year alone I spent over 1k. I really wanted to try out those products. It was bad enough that you had to choose between the discount promo and other sample promos 

[keelybt]

@tia12 I'm sorry to hear that! I will send you a PM.