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Thread: Problems with Sephora

  1. #1
    Veteran Member DorienG's Avatar
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    Default Problems with Sephora

    (I didn't see any threads on this for the last year, so I started one).

    Sephora built their business on the 'fact' that you get to pick 3 samples with every order, no matter how much $$ you spend.

    My man works for a company in which he gets discounts for certain companies, Sephora being one of them. He gives me gift cards a lot, hence I've spent a lot of $$ with them and have their "VIB" status.

    What I want to know is, why, for so many of my orders in less than a year, have they forgotten my samples?? It's bad enough, that you usually don't get the ones you pick, but I'm ok with that. It's just that they state that 'every customer gets 3 free samples", but it's not happening.

    I've written them, I've posted on their page on FB and just got through tweeting. Usually, to rectify this, they will give me more points.

    I usually purchase online, but last Christmas, I was actually in the store and made a decent purchase. The sales associate was nice enough, until I asked if she put the samples in my bag. I could see her smile sort of turn to a scowl. I did get them, but why the bitch face??

    I know there are far more important problems in the world. I just get annoyed with bad customer service and false claims. If they don't want to give the samples out, then don't advertise them.

    (My little rant:-)

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  3. #2
    God/dess whirlerz's Avatar
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    Default Re: Problems with Sephora

    I'd DEMAND those..regardless, you are owed them! I'd ask to speak to a cust svc mgr on the phone about it..
    I'm VIB also, sometimes I order strictly on the basis of what samples they have, actually I do that more often than not. Sometimes I just order a cheapie prod TO GET the SAMPLES I want..
    Seriously, get on the phone & ask, I'd actually ask for something to make up for this..they have deluxe samples too you know, weekly promotional samples, & stuff you can 'purchase' w/your points.
    For ex. I got a larger sample size of a skin care prod,(more than a couple uses) before I got a larger but still mini multiple skin care set (face oil, dermabrasion thing, & foam cleanser)http://www.sephora.com/beauty-deals?mediaId=9700024
    I'd ask for some promotional or deluxe samples, which you have coming since they messed up. Insist & demand this!
    As far as the store, the one by me's in a mall which I hate, but they don't seem to have much in the way of ready samples, but they should & do make one up, they've all little containers (skin care, perfume) & they just put some in those from a tester bottle.
    Anyway good luck, & GET THOSE SAMPLES!!!
    Btw, when I make an instore Ulta purchase, I ALWAYS ask for a sample, sometimes they don't have, but mostly they do..
    Also, I like Nordstrom.com, they have a 3 sample program for their online only beauty order, & once I didn't get mine, they sent me right away some 'make up' samples they weren't what I originally asked for but still..


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    Veteran Member DorienG's Avatar
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    Default Re: Problems with Sephora

    Whirlerz- I always write to them right after I open my package (without samples) and let them know what happened. I got on their FB page too and complained. There was another person complaining with me. The mod, said we should contact CS. I replied I had. Then the mod was unresponsive


    I just feel that they shouldn't advertise if they are not going to give them to you. And this is multiple times in less than a year.

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    God/dess whirlerz's Avatar
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    Default Re: Problems with Sephora

    Ok, sorry, I didn't know this^..they STILL did nothing? I'd ask again, & if they're unresponsive, (did you speak to a CS Supervisor, & if possible someone above that?) try contacting Better Business Bureau (you can do this on line @ BBB.org) or the Attorney General of your state? There should be at least another agency too, that you can complain to, that I can't think of?
    Also, Idk if you have your receipts, I'd make copies, & send it to them w/a certified letter? If you don't have the receipts, can you print out when you complained on FB, or at least send them a letter? Sometimes the written word is stronger.
    I mean that's false advertising, they're saying you're supposed to get something & you're not..
    Unless they're saying they're giving you add'tl points, but still, that's not what you want & what they say you're supposed to get


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    God/dess miss.a.p1600's Avatar
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    Default Re: Problems with Sephora

    I'm curious......are you ordering products/samples in store or online?
    “Cook for him like a housewife, fuck him good like a nympho….pay the rent and the car note, he invests in me like crypto”

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    Veteran Member DorienG's Avatar
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    Default Re: Problems with Sephora

    I order online. They usually don't have the variety of samples in store (however, they're not sending me the samples I pick online).

    I haven't shopped there irl since December, but even then, I felt I got an attitude when I asked about samples.

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    Veteran Member DorienG's Avatar
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    Default Re: Problems with Sephora

    Quote Originally Posted by whirlerz View Post
    Ok, sorry, I didn't know this^..they STILL did nothing? I'd ask again, & if they're unresponsive, (did you speak to a CS Supervisor, & if possible someone above that?) try contacting Better Business Bureau (you can do this on line @ BBB.org) or the Attorney General of your state? There should be at least another agency too, that you can complain to, that I can't think of?
    Also, Idk if you have your receipts, I'd make copies, & send it to them w/a certified letter? If you don't have the receipts, can you print out when you complained on FB, or at least send them a letter? Sometimes the written word is stronger.
    I mean that's false advertising, they're saying you're supposed to get something & you're not..
    Unless they're saying they're giving you add'tl points, but still, that's not what you want & what they say you're supposed to get
    ^
    They do give me additional points after I've complained. I just feel it's happened too many times. I haven't checked my tweets yet, I'll see if they've responded.

    Also, the first time it happened, I did call before writing and I got the worst, distrusting attitude from the "tele-person". She didn't really believe me! I finally did get my points, but it's much easier not to speak with them, trust me.

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    Default Re: Problems with Sephora

    Yea, they should give samples regardless..but they have more selection online. But yeah, @ the very least, I'd bug their ass about it, big time.
    Good luck


    MANY MEN WANTED TO LAY ME DOWN, BUT FEW WANTED TO LIFT ME UP

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    Default Re: Problems with Sephora

    Fuck Sephora. I qualified as Rouge, and they lost my account information! I called and had copies of credit card receipts to prove my purchases, and one CS agent hung up, another said he'd forward the issue to higher-ups and didn't, and the last one said they couldn't do anything about it, even with complete proof of purchase. I shop at Ulta now. I hardly ever return anything, and I brought back TWO things to Sephora: a primer that was defective (like water instead of gel), and a powder foundation that had already been opened and half used when I purchased it. I got shit for both of those. The salesgirl with the primer tried to tell me I must have left it in my bathroom when I took a hot shower. No bitch, and that shouldn't denature a $50 item regardless.

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    Default Re: Problems with Sephora

    As much as I freaking love Sephora because they have such a huge variety, I much prefer Ulta as they give out samples as well with certain purchases and the money spent there goes into points where I can purchase whatever product I'd like with them. I also love their sales! I'm hoping they'll expand more on designer makeup. They already have but I want MOOOOAAAAR
    Bratty Princess






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    Default Re: Problems with Sephora

    I never have these kind of problems with sephora. They are great with my returns and always send me the samples I ask for. In the store at the counter they barely have/give samples but I ask anyways and if there is anything in the store I would like a sample of they will pack it up right there for you (up to 3). Try that instead.

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    Arrow Re: Problems with Sephora

    Quote Originally Posted by arielbriel View Post
    I never have these kind of problems with sephora. They are great with my returns and always send me the samples I ask for. In the store at the counter they barely have/give samples but I ask anyways and if there is anything in the store I would like a sample of they will pack it up right there for you (up to 3). Try that instead.
    Right, I mentioned that^..I still would INSIST on getting the packaged samples, & like I mentioned, ask for the deluxe samples..& she shouldn't have to go in the store if she's online ordering..it's fine if she happens to be in the store.
    There's gotta be a CS or Store Mgr that you can speak to
    If anyone gave me shit in the store I'd complain about that too. They are ADVERTISING something, they need to provide it as advertised.
    If not, I'd go the BBB.org complaint route.
    Good luck!


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    Veteran Member DorienG's Avatar
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    Default Re: Problems with Sephora

    Quote Originally Posted by arielbriel View Post
    I never have these kind of problems with sephora. They are great with my returns and always send me the samples I ask for. In the store at the counter they barely have/give samples but I ask anyways and if there is anything in the store I would like a sample of they will pack it up right there for you (up to 3). Try that instead.
    I never had in the past either. The sample thing started around 6 months ago. I just don't understand why. As far as returns, I've never tried to return anything, but I've exchanged and never had a problem.

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    God/dess arielbriel's Avatar
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    Default Re: Problems with Sephora

    Yes I always exchange actually.

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    Default Re: Problems with Sephora

    i think Sephora now will have this https://www.youtube.com/watch?v=YxeF3qL32tk
    and you will have to buy samples
    but i think for 10$ not bad...

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    God/dess whirlerz's Avatar
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    Default Re: Problems with Sephora

    Quote Originally Posted by MissJu View Post
    i think Sephora now will have this https://www.youtube.com/watch?v=YxeF3qL32tk
    and you will have to buy samples
    but i think for 10$ not bad...
    Couldn't even watch it..& that blue lipstick?
    Anyway, Good Luck Dorien, I hope you get something out of them, you deserve it!


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    Default Re: Problems with Sephora

    Tell me about it. I went last weekend and the same thing happened. Dropped a few hundred bucks and asked about the samples and the sales lady said I'd get 'points' that will eventually rack up to samples. Ermmm. Okay?




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    Veteran Member DorienG's Avatar
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    Default Re: Problems with Sephora

    Quote Originally Posted by kortneykay View Post
    Tell me about it. I went last weekend and the same thing happened. Dropped a few hundred bucks and asked about the samples and the sales lady said I'd get 'points' that will eventually rack up to samples. Ermmm. Okay?
    Really??! What is up with that? Again, they should not advertise that you get 3 samples with every order.

    I'm still trying to get points to make up for the sample they didn't send. I'm still tweeting, leaving complaints on the FB page and I've emailed two messages to their contact address. I've heard nothing.

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    Duh Re: Problems with Sephora

    Quote Originally Posted by kortneykay View Post
    Tell me about it. I went last weekend and the same thing happened. Dropped a few hundred bucks and asked about the samples and the sales lady said I'd get 'points' that will eventually rack up to samples. Ermmm. Okay?
    Whaaat?? Noo, the one by me, they may not have packaged samples on hand, but they've lots of little plastic containers (including fragrance) & they can make up anything pretty much in the store. Yea, of course you get points, & @ my store they have little samples you 'buy' w/those points (as they do online) those are supposed to be in addition to free samples.
    As far as the the other, (online ordering) they advertise 3 samples w/ea order..I'm serious, y'all gotta start contacting the Better Business bureau, http://www.bbb.org they WILL look into it. It costs nothing to file a report.
    Besides the BBB, there's gotta be some Sephora honcho to contact? Someone high up?

    Like I said, I like to order some stuff (beauty) off nordstrom.com, they have a great sample program, free shipping @ every level too.
    http://www.beautyencounter.com > they have mostly fragrance, but some beauty items too, & samples
    When I purchase instore @ Ulta, I ask for & get samples (almost always fragrance) sometimes they're out. They have it online too.


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    Default Re: Problems with Sephora

    Ok, now they have a promo offering 5 free samples..


    MANY MEN WANTED TO LAY ME DOWN, BUT FEW WANTED TO LIFT ME UP

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    Default Re: Problems with Sephora

    Ok.
    Never had Seph. probs. buuut, Ulta. For the longest while, I couldn't order online & get my points..I forgot the stupid p/word, & if I tried to change it, it said my email addy's already in the system. If I tried another email, I'd lose my points.
    I liked/ordered a E.Arden cream, & couldn't get my points because of this, instore purchasing was fine to get my points, but this prod was online only. So I did a guest ordering, & missed my points.
    Also, they never sent me the email to get my free B-day gift. Then they offered me some shitty hairspray I didn't want.
    I went around & around w/them about these issues, mostly on the phone, but also in store & email..
    Finally, this week I am getting, as requested, the July B-day gift, even though I'm a May B-day, & also got some of my points restored (this was already done wks ago).
    PLUS, I'm getting a $10.00 off coupon!
    My point being, I kept hammering & got what I wanted. & it did take awhile (like a couple months) Just Saying


    MANY MEN WANTED TO LAY ME DOWN, BUT FEW WANTED TO LIFT ME UP

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