Multiple Issues with Sephora

[thiswholeflight]

 My experience with Sephora has been kind of horrific lately. Don't get me wrong, I love this place, but I've never had so many issues with various things.

1. My last order was the fifth time I didn't receive samples at all, which, let's be real, is part of the online ordering joy. I want to try these things. They're likely to get more money when I test out products.

2. I know that the Limited Edition play many people got the wrong box (including me) and that Sephora has tried to remedy the situation, but it's unclear across the board what the remedy is. Whether it's a full refund and points or just the missing samples.

3. Just this morning I was charged twice for the Sephora PLAY November box. There are two separate orders. I don't know what the heck is going on, but this is beyond ridiculous to have so many problems. Sephora needs to acknowledge these and work on better customer service.

P.S. I noticed the Chat was also down. I'm guessing due to a lot of technical issues? Who else is going through all these problems? Has Sephora done things to remedy? 

[Anonymous]

Omg I had lots of problems as well. Last two orders no samples or one sample that I never ordered in duplicate like someone just remembered to throw something in. Also received the link for limited edition play box I’ve ordered it immediately, three days later hey send me an email the box is not available and another item not available. Go in web site that item was still available ( of course not the box), so I had to place the second order. If this continues sorry Sephora but I can get these products in Nordstrom, Bloomingdales, Ulta, Macy’s and numerous other stores!

[cinxelo]

A lot of people have been charged twice... but I haven't been charged at all and no order placed. I'm scared that I've been kicked off the order list or something.

[Lazybeautybeast]

@cinxelo I haven't been charged either however the billing is usually the 1st to the 4th of the month. So we have a few days. If you don't see it by then, contact customer service.

[KaliGirl0220]

Yea it looks like I will be cancelling my sephora play box since all these issues have started and I just got off the boxycharm waitlist!

[luckygirlMN]

it never dawned on me that my missing samples I picked out may have been nicked! I ordered remedy samples but they weren't included in my order. I'll have to pay closer attention next time I order.

[Anonymous]

it is terrible at the moment. I have had so many problems, I tried to order the 48 hour special Kat von d lipstick, it was in stock when I ordered it but 3 days later I was told the order was cancelled due to an error their staff made when processing my credit card.(If the had told me immediately it would still have been within the 48 hrs) They told me to call in and they would notate my account to authorize me to still be able to order it even tho the 48 hrs was up. I phoned in and there was no such notation, it only said resubmit the order and of course by then it was out of stock. I tried to order the special pink bag boxes but even though I got online immediately I got the email they were out of stock, (some people are being allowed to purchase 10 at a time, i guess the rouge people got the email a day earlier so there were none left for vib's)now, on my latest order an item that is still showing as in stock was cancelled as it was no longer available???

[deathkitty]

I have been having the sample nightmare lately too, I wish they would just tell us flat out that we are just gonna get whatever they feel like throwing in the box.  Like its been said, yes they are free, but it is one of the main reasons I shop Sephora & why I usually shop online.

When I read this thread it made me realize that I got the wrong remedy box too, so I called and spoke to a guy that was super helpful & seems to have refunded me the whole cost (I'll believe it when it posts to my bank, lol) & added the 50 points that are supposed to be emailed to my account (which I have never gotten for any of the deluxe boxes). I am really happy that I got such wonderful help, but pissed off that so many of you haven't.  It sucks that Sephora's  customer service is so hit or miss. They need to have better, more consistent solutions to these problems, which are unfortunately becoming more and more common.  Its not like this is a new company that is still working out the growing pains,  Sephora a global company owned by a luxury powerhouse, they need to get their s&!t together.

[lisac3]

My samples seem to always be wrong and with my last order, the wrong Play Remedy box, my promo wasn't even shipped. 

[kinkycurly]

I have had the same issues also, no samples at all, at first it was just completely different stuff which most of the time just went into the trash as it was unsuitable for me. And now I just get no samples at all and that's what I think that they're being nicked. I love the sephora rewards for shopping but I have also had so many frustrations with them. I've also had packages delivered with out delux samples and without point redemption items. So I'm thinking they have a problem in their packing wearhouse.

[Anonymous]

Ive had the same issue when it comes to samples. I have yet to receive the perfume sample in the play box and samples with my order. unknown that samples are free, but honestly, they are the reason I specifically shop at Sephora.

[AlejandraEsther]

I sent them a DM on Twitter. This what they replied: "We are aware of this issue and your duplicate Play! order will be canceled by tomorrow. You will receive an email with the order cancellation and refund details within the next 5 business days. Please allow 7-10 business days for the refund to be reflected in your account. We're so sorry for the inconvenience and will be happy to add some points to your Beauty Bank. Please reply with your registered email address."

[whozzit]

I have also had a problem with orders lately! Either I get the wrong sample...or I don't get them at all! 😕

[Anonymous]

Yeah, my last two boxes didn't come with the samples I requested, either. This makes me wonder...there are those EBay luxury mystery boxes filled with luxury samples... (I saw a YouTuber open one of those)... is this where our missing samples are going?

[Anonymous]

I got charged twice for this month as well.

[devious421]

I have been having the same problems the past month. I have actually been seriously thinking about canceling my play box and NEVER purchasing from sephora again. I'm very disappointed 😭

[Erikainvegas]

I was also charged twice for my sephora play ugh

[pamelal]

I was just charged twice today too!!

[Anonymous]

me too!!

[JP276]

Charged twice for PLAY, received the wrong Beauty Remedy box, didn't get notified of the Gimme Brow recall.  I am also frustrated with Sephora.  So much happened so quick!  This is a PR NIGHTMARE!  

[Anonymous]

this is the first i've heard of any gimme brow recall. do you have any more details?

[Anonymous]

the Gimme Brow was recalled? was that the one from a couple of months ago?? cool, I didn't know either, thanks for the info!