Unhappy with Play

[daisy1010]

So I signed up for Play on 09/15 or 09/16, I did not receive a tracking number or any indication that I would be receiving the September box, and I just got a notification through the app giving me a peek at what I'm getting in my box (again, I had no idea I was even getting a box). And right off the bat, the first two products were totally wrong for me. Apparently I'm getting Benefit's Gimme Brow in the shade DEEP and Sephora's 12 hour contour eyeliner thing in BLACK. Okay first of all, I use gimme brow every time I do my makeup and I was hoping to get it in my box, but to not even get it in the right shade for me is really bogus. I have naturally light brown/light auburn hair and very fair skin, so having black brows is not gonna be a good look for me. Second, I don't wear eyeliner most of the time and if I do it's just on the waterline. And they're sending me pitch black eyeliner. Not my color at all. The only thing from my box I'm actually interested in trying is an urban decay liquid lip. Is there a way I can contact the company and complain? Maybe get them to send me a different shade of the brow and eyeliner products? I've spent a lot of money at Sephora and spending $10/month to get one sample that looks like it might work for me is ridiculous. I also got my first ipsy bag this month and let me tell ya, they have their sh*t together. Please help 😞 I'm already considering cancelling my subscription. I don't have the kind of money to throw away on the wrong products every month.

[CookieGirl1]

Unfortunately it's like any other sub box; there are always going to be hits and misses.  I've had months where I was incredibly disappointed and underwhelmed and other months that I thought were really great.  Granted, it's impossible to please every single person--which I understand--so I guess you have to weigh out for yourself if the money vs. risk is worth it for you.

[princessz]

I was so looking forward to the box but once I opened and the color of the makeup forever foundation isn't my color.  It was totally disappointed me.  I tried to go to the store and exchange but they told me it all went out.  They didn't even try to do anything about it.  Should I cancel my subscription?

[NativeBeautyOsa]

I've been subscribed to Sephora Play for a while and I've been making sure that I update my profile for it. But it seems like there a lot of misses for me. I really wish they would do their set up like ipsy!! I'm ready to cancel my subscription as well.

[trishavt]

@daisy1010

It sounds like there's a bunch of issues here so bear with me because I'm a customer like you.

When you signed up for play did you update your profile? Based on your complexion and the products you received I see a couple possible scenarios. Either you didn't update your profile (this is how they match you with products) or they completely missed the mark with this box. It's hard to say without having more information. 

Here is some helpful info from their FAQ:  

"Q: DO I PICK THE SAMPLES I RECEIVE?

A: The PLAY! by SEPHORA experts curate a selection of prestige products each month, so you don’t have to choose anything! We know beauty isn’t one-size-fits-all, so each month we choose which of these products we think are best for you, based on the answers you provide in your PLAY! PROFILE. In order to help us learn more about your beauty preferences and needs, be sure to complete your PLAY! PROFILE, which you can access at your Subscriptions page in your account. If you have any questions, chat with us on BeautyTalk."

Also with respect to email notifications, make sure Sephora emails aren't being sent to your junk mail box. I received an email every time my play box shipped with a link to the tracking number.

[gonerogue]

Come join the discussion:

https://community.sephora.com/t5/PLAY-by-SEPHORA/SEPTEMBER-SNEAK-PEAK/m-p/2976864#M5061