FYI – PLAY! by SEPHORA The Beauty Remedy Edition Shipping Update

I ordered Edition 1, got Edition 2. I emailed them and said I read here they were going to send out the missing products. It took the full 72 hours to get reply that said ship it back or keep it and nothing else. I wrote back saying how disappointed I was with their inconsistent customer service, that they say they replace products but when people call, they weren’t given that option – they were given points – anywhere from 100-500 and there was so rhyme or reason to what they were doing. I get an email back immediately back refunding the purchase price and removing 20 points from my account for the canceled purchase. I just have to shake my head at the lack of organization – a memo going out to say – hey – there was a shipping mix up – here is what we are going to do about – everyone would be on the same page and we all wouldn’t be getting such wildly different answers/compensation.

Guess what everyone? Sephora dropped the ball on this. Listen to this–There was someone in a facebook group with thousands of members, ordering boxes for non-rouge/VIBs and she had them shipped by Sephora directly to each person, using her rouge 2 day shipping. So thats why sold out so fast. Completely ridiculous! I sent screen shots to sephora explaining my concern over rouge/VIBS not being able to order one if they sold out and I was told it was all good, the boxes are in stock so you and anyone else can still order them SMDH. Got my box and its THE WRONG ONE and I can’t get the right one because its sold out!

Seething. I received my “we cancelled your order” today from my October 27th order of box 2. I expected that after this fiasco. But they cancelled my whole order which had a GWP for some other items I had added on, and also a point perk I had redeemed, and both are now unavailable and that is what is bugging me the most.

So, I will redeem my 20% off, and that is the final order I will place with Sephora. From now on I will order my full price items from Neiman Marcus and Nordstrom with better GWPs anyway (for me, Sephora’s Rewards went down hill after they started their Play box sub), and I will also order from Dermstore with their 20% sales for all the rest of the items I like that they carry.

I am 100% behind forgiving mistakes/unforeseen issues, but Sephora have handled this so poorly, I have nothing but disappointment in them as a company now.

I ordered edition II on oct 27th, received edition I, I called today and a lady told me all she could do was offer me 200 points, if I wanted a refund I would have to ship my box back. I told her I will just call back later, I called back 5 mins later spoke to a different person(Amanda) who tried to ship me a whole new box, when she was unable to do so she refunded me the whole box plus game me 100 points without me even asking her for any of this. It all depends on who you talk to. If you get someone difficult call back and speak to someone else. Hope ya’ll get this resolved:)

I ordered several of box 2 and received several box 1. When I called to ask about box 2, they offered a full refund for all my boxes. So I took it and will make due.

I am VIB ROUGE and ordered version 1 and got version and then emailed them about and all they offered were 200 points for the missing samples. The things those 200 points can get do not equal the SKI II or the Tatcha. I am annoyed that all they can offer is 200 points which isn’t even a lot and don’t even try to solve the problem and just throw points at it. I did not get an email that said they would send the 2 right samples . Some people got full refunds but others only get a few points? I will be shopping at ulta as much as I can because of this.

I’m getting 200 points for the wrong edition. 🙁 I’d rather have the correct edition.

I didn’t get an email from them, did it go to everyone unprompted?
I think they mixed up the upc/item number and the description. My upc for edition 2 that i recieved matches the upc for edition 1 (2009132) which i ordered. So possibly everyone who didnt order both bags would have seen this mix up. Did they send the response to everyone?

I’m so annoyed I just called because I received my box today and got edition 2 when I ordered edition 1. They basically told me there is nothing they can do because it’s out of stock. I explained to them that I’m VIB Rouge and bascially never get to use the perks they have because they don’t apply to me, and basically the only ones I do get to use is the 20% around the holidays and first dibs on these types of boxes. They basically said they are aren’t sending me the samples I am missing and “oh too bad”. So annoyed.

This box is restock right now

I ordered the second edition on 10/27 because the first edition was already sold out. Got the shipment yesterday and they mailed me an EMPTY BOX. It had 3 random samples in it and that’s all!!! They really messed this up big time.
The customer service lady was rude and could have cared less. She gave me a refund and 100 extra points.

I received both versions of this box and i have put items up for swap. Click on my name for my swap profile listings.

Got mine today. Ordered no.2 but received no.1. Honestly, for $20 I couldn’t be happier! (I’ve spent more on GWP and been less than impressed). These samples are all high end things that I wouldn’t have tried if not for getting these. The bag in and of itself is a lot of bang for your buck.
I’m just really happy they offered this. I know mistakes happen (I make them daily, lol). Would like to get edition 1 if it ever becomes available again.
The only thing I’m wondering about is the card or bonus for 50 points? I’ve looked and can’t find that. Maybe I misread that though.

I ordered Edition 2 and received Edition 1. So surprised to see sooo many issues with this! The fact that the CS chat feature is down right now is interesting. I tried tweeting at them to see what response I get. Unfortunately twitter usually gets the best response from them since it’s public and all.

My Edition 2 was delivered this morning. Crossing my fingers…

I ordered two of version 1 and of course I received version 2. This really makes me mad because I wanted the Tatcha and SKII. The only saving grace is that they gave me a full refund for both and I get to keep them. I also got 100 points because one of my free perfume samples was just the package and no perfume. BTW, the email regarding Sephora sending out the two missing items is not something that is going to happen for everyone, at least according to customer service. I begged them to do that for me and was told they couldn’t.

Yep. I ordered version 1, and version 2 arrived in the mail today. No email, no warning, nothing. How did they screw this up so catastrophically haha? Why did some people get an explanatory email? Why are some getting refunds, others getting extra samples, others getting points, and an unlucky few having to return theirs?

Does the chat works for any of you guys? I tried all afternoon and it doesn’t works

I will be very glad if I receive Edition I instead of II 🙂 no need to send out extra samples, Sephora 🙂

I can’t help but feel like this could have been avoided with more variation between the two kits. One comes in a pink bag and the other one black. Completely different items in each.

I ordered Edition 1 and it says I should receive by tomorrow. I guess I will see if I get it. They both looked good, I guess I just slightly preferred Edition 1.

I’m beginning to think they sent them out randomly. I wanted and ordered Edition II and I actually got Edition I in the mail just now even though that one was sold out when I ordered.

I like the pink hard case luggage like bag it came in though. I actually think I liked it the best. 😛

It’s a sampler bag yet people are acting like their firstborn is about to be taken away. Mistakes happen with every business. I never had sephora not make things right. I do have a feeling that some late birds will be taking advantage of this mix up just to get some free goods 😶

Was this update from Sephora to MSA to post on this site for us all to see? Or is this an email someone from MSA got???

I ordered version 2 and got the email MSA posted. It’s my reading that I’ll get version #1 but also the 2 products that are different, which is okay by me. If my interpretation is correct, I don’t get where the anger is from — even large companies make mistakes, and this seems to be a reasonable way to make up for it.