3 Free samples-Yeah Right!

[Askenjuri]

The last two orders I placed, I put my choices for the 3 samples in.  Neither time didi I receive them.  When I checked the "Recent Orders" in my account, I noticed that the samples had been removed.  I did not remove them from the bag, it seems the computer did it automatically.  Has any one else had this happen?

I've really cut back on my spending at Sephora because of the lousy service, especially for Rouge.  The penny-ante messing with the samples (not getting them, getting completely different ones from what you picked, etc.) is really annoying, simply because it is so petty.  If you can't do what you promise, then stop promising.  I've been doing most of my shopping with Nordstrom or online direct from the companies, simply so I don't have to deal with the aggravation of Sephora's rotten service.  And NO, I don't want points added to my account.  I have almost 9000 points and can't get rid of them, because all the high point items are gone before I ever see them.  I've cut Sephora a lot 

of slack because I like the chance to sample before I buy, but that doesn't make up for all the petty hassles.  I can't be the only one who feels this way.

PS-Did I mention that when I ordered the VIBGINZING promo, I only received 2 of the advertised 3 items?  Someone apparently took out the Origins moisturizer and left behind the scrubby cleanser and the eye cream!  And of course it's OOS, so they couldn't replace it.  

[Annisarsha]

The last time this happened to me, I emailed them and customer service basically said "oh well!  They're FREE samples and we have no obligation to provide them".  My thing is one of the main reasons I order online is the samples, they are supposed to be a perk when ordering online and they certainly promote the hell out of it.

[Lynnie32]

This happened to me also with the latest promo Mystery 10, all the samples were listed in my email as being shipped with the order but I received only the order. No samples, not a one. So much for substitutions.

[DaneeBT]

Hi @Lynnie32,

I'm sorry to hear your samples were missing from your package. I'm going to send you a PM in just a moment.

Always,

Danee

[RebeccaBT]

Hi @KatsDragonfly,

I apologize that your samples were missing from your order. I will send you a PM to assist you with this. 

Best,

Rebecca 

[SportyGirly125]

If you do not get any samples (3) or are missing a sample promo chosen contact customer service right away so that they can issue you points.

[KatsDragonfly]

I just received my order today and my free mascara wasn't in there. I was very disappointed! IF it is out of stock they should take it off the Code choice for free items so you can choose something different, btw it wasn't part of the 3 free samples, it was a separate code. It was added in my cart when I checked out but wasn't in my delivery. I don't think that's good business to advertise a code to add at checkout, have it listed in your cart then not send it.

[haha11]

I agree. If it’s a sample from a promo code you should’ve got it, and they shouldn’t still have the promo code out when it’s oos. I would suggest contacting customer service?

[amanda1991]

I hardly ever get free samples with my orders, or else I get ones that I didn't pick- out of stock. But it's definitely disappointing when there's nothing there at all!

[LaurieBT]

Hi @Askenjuri,

I'm sorry to hear that your samples were removed from your order. Sometimes, samples can be removed from orders if you go "back" at any point in the checkout process. I understand this can be disappointing, and I'm very sorry for the trouble caused. Please feel free to send me a PM with your order number(s) for assistance. Thank you!

Best regards,

Laurie

[KatsDragonfly]

My 3 samples were listed when I checked out and on my packing slip. I received zero! I also didn't get my Drunk Elephant although it was listed too. If the samples are out take the off the list of choices. Easy fix with technology. I spent well over $300 and 2 days later I spent &200. I also had codes Sephora gave me for 2 different mascaras minis. I used 1 on each order. Received NONE. I order straight from Sephora's. They are listed at check out but are not delivered. I spend a lot with sephora so that's just not right. Not even the tiny samples.?!

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@LaurieBT wrote:

Hi @Askenjuri,

I'm sorry to hear that your samples were removed from your order. Sometimes, samples can be removed from orders if you go "back" at any point in the checkout process. I understand this can be disappointing, and I'm very sorry for the trouble caused. Please feel free to send me a PM with your order number(s) for assistance. Thank you!

Best regards,

Laur

[KatsDragonfly]

Thank you for responding. I didn't go Back and they are listed on my orders in my account still as well as the packing slips. 

[TrysBeautyItems]

Sephora uses multiple warehouses. If a sample is available in any of them it shows on the page, but could be oos at the warehouse your order comes from. They try to ship as much of your order as they can at once. Always check your order before hitting place, if anything looks odd contact them. Once order status says sent to warehouse nothing can be edited.

Sephora stores, beauty counters, and a lot of brands directly will give samples...just ask.

[gonerogue]

@Askenjuri

When I go through Ebates, any samples in my cart automatically disappear. I always have to add them again but it's not a great inconvenience for me. I understand your frustrations and am sorry that you haven't been getting your samples and correct samples. I know Sephora was struggling in the samples department for a good while but I noticed they have gotten a lot better lately. I hope your future promos and samples all arrive accurately! 

[Askenjuri]

I don’t use Ebates, so that’s not the problem.  I have put up with the mistakes because, hey, they happen.  But they shouldn’t continue to happen.  And the sheer gall of someone going into a sealed promo package and taking out what they wanted and leaving the rest is astounding.  I guess Sephora feels if they can blame it on my computer, then they are off the hook.  Typical of corporatethink.