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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

All my samples were missing 😢

Re: missing samples

@yuki555 I will send you a PM. 

Re: missing samples

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. 

Re: missing samples

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

Re: missing samples

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

Re: missing samples

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

Re: missing samples

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

Re: missing samples

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.  

Re: missing samples

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

Re: missing samples

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. 

Re: missing samples

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

Re: missing samples

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.

Re: missing samples

Hi @espagne,

 

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

 

Best regards,

Laurie 

Re: missing samples

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 

Re: missing samples

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

Re: missing samples

 It definitely feels like bait and switch. It’s hard to believe that such a well established company has no control over their inventory system. It’s happened several times to me as well. It appears they just toss in whatever they want irrelevant to anything that I’ve requested and that’s just wasteful. Surely someone wants the face oil they keep sending me, because I do not.

 

I’ve recently made purchases for things that I don’t really need in order to get particular samples, only to be disappointed. Don’t offer incentives you can’t deliver! Samples are offered so people order products from Sephora that are readily available elsewhere. It’s a business strategy, but only a good one if well executed. If samples are actually random, then post that so people aren’t disappointed.

Also, weary of us December bday folks getting screwed. There’s either zero choice remaining or nothing left at all. Surely there’s a better more fair system. 

Re: missing samples

The same thing happened to me. I got my package last night. I specifically ordered because of the samples and none of them came in lol super annoying 

Re: missing samples

Hi @hiimangelina I'm so sorry to hear that! I'll send you a PM.

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 

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