Returning cosmetics That Don't Live Up To Their Claims

i_love_it

Hi all

I recently Purchased 4 cosmetic items of a well known and reputable brand from an online beauty store, 2 items were new products i hadn't used before and were really poor quality.
A lipgloss claimed to plump lips when it left mine very dry and dehydrated and a mascara which was thick and lumpy to apply.

I used both products once and returned them by post explaining i was disatisfied with the quality for reasons stated. The other 2 items I am happy with and all 4 items were the same brand.

The retailer has contacted me to offer to return them to me at my expense stating they are not faulty.

I replied advising i did not claim they were faulty as such, and that faulty in this case was dificult to define, but that i was disatisfied with the quality and felt they did not live up to their claims.
I said i would be happy to change them for items from the brand which I know that I like and that a refund wasn't primarily what I was asking for.

They have replied stating they cannot accept them back as they are not faulty and have contacted the brand who are adament they are not faulty.

Well thats all very well, what about my disatifaction with these expensive products?

I know if I'd have bought these from a department store there wouldn't be a problem in returning such products when disatisfied with quality.

But I appear to have hit a brick wall with this on line retailer.

So where do I stand legally and what can I do next.

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Valli

TBH if I was unhappy with goods of this nature I would write to the manufacturer.

scullster

I'd tend to agree - take it up with the manufacturer because the success criteria is subjective, they're more likely to offer you goodwill and I'd steer clear of the retailer.

Blokes wouldn't fall for the "smooth those wrinkles, firm those buttocks with our technologically advanced polypeptide pro-ceramide pro-retanole X iso hydrating formula etc....." gumpf - would they? I'm not sexist!

My friend's mother in law had similar problems with the anti-wrinkle cream, the manufacturer invited her in for a consult and told her that one pot wouldn't be enough.:p

hollydays

What brand were they?
I ocasionally buy stuff and find its not great quality.With makeup you should have tried it first-your own fault.,

Ivory_Tinkler

I've lost count of the amount of times I've purchased skincare/cosmetics (especially avon) and not really been happy with them when I've used them but I've never bothered with sending them back (yuk)! If you are purchasing expensive beauty items, then surely it's best to go to a counter instore where you can get a sample or test it and then if you like it, search online for a cheaper option? To be honest, what you have done is rather like wearing a garment for a night out and then returning it to the retailer for refund!

You could argue that the item/s are not fit for purpose but I guess the retailer would argue that they are fit for purpose but just don't live up to your expectations? I agree with other posters, I would have contacted the manufacturer to see what they could offer, after all the retailer would have been selling the goods as per the instructions on the box and if the item really isn't faulty then they surely can't be expected to refund for stuff that has been used.

Barneysmom

And me, I bought the new wonder cream from Boots 4 weeks ago today and not any difference in my skin at all.
I got talked into buying the new Protect and Perfect Intense serum, the moisturiser, and the night cream and after using religiously for a month, there's no imrovement at all.
A complete waste of money.

Littlemiss27

Barneysmom wrote: »

And me, I bought the new wonder cream from Boots 4 weeks ago today and not any difference in my skin at all.
I got talked into buying the new Protect and Perfect Intense serum, the moisturiser, and the night cream and after using religiously for a month, there's no imrovement at all.
A complete waste of money.

I'd persits with the protect and perfect range. I puchased the original (not intense) serum about xmas time and after 6 weeks my skin was clearer and felt a lot smother. Ended up going and buying the night time moisturiser and the eye cream....love them

Personally I dont return cosmetics that I dont like, just put it down to trial and error and remember to stear clear of the product next time

Krasnoludek

Hi there
I am a user of E**** L****r and bought a new mascara they brought out early in the year. It dried up after about a month and was crap to begin with. I use their foundation every day and love it, I bought it from the largest high street pharmacy.
I was so p*ssed off that I had paid £17 for a mascara that was total rubbish I wrote to Head Office and enclosed said mascara as proof of purchase, I had put the Points on my loyalty card so they could trace the transaction if they wanted to.

They were very apologetic and credited me with over and above what I had paid for the item and also sent it on to the beauty brand company who wrote to me apologising and sent a product replacement. I will now carry on buying their foundation the mascara was still crap and the following time I visited the make up counter for foundation I was told - yes it is rubbish and it was discontinued. I would say stick to your guns. If I wanted crap trashy make up I would pay a few quid off the market and not feel robbed it if was pants but when you purchase a premium brand and pay out a decent amount of cash then you should be able to expect it does what it says on the packet to a reasonable extent. May well be worth sidestepping the retailer and go straight to the manufacturer.

Good luck

K x

Hailz86

Littlemiss27 wrote: »

I'd persits with the protect and perfect range. I puchased the original (not intense) serum about xmas time and after 6 weeks my skin was clearer and felt a lot smother. Ended up going and buying the night time moisturiser and the eye cream....love them

Personally I dont return cosmetics that I dont like, just put it down to trial and error and remember to stear clear of the product next time

My sister works in Boots and can I just let peeps know that the perfect and protect intense is just the new name for the other serum they had, rewind and something, just a way to get better sales on it, stick with the non-intense range for results x

Tweetinat

Years ago, I did some work for Unilever at in their product development department. One of the things that I clearly remember was their sincerity when looking into customer complaints. They really took *every* letter, phone call, email very seriously and quite often went back to the manufacturing process to assess the formula etc. based on comments.

I recalled this recently when I purchased a mascara from Rimmel and nail varnish from Sally Hansen - both of which were absolutely useless. I wrote to the manufacturer to provide feedback on the quality of the goods and in both instances they offered to refund the cost of the items plus return postage back to them so they could 'assess' the product. In both cases I hadn't requested a refund - they offered.

If I were you I'd just get the items back from the online retailer and go direct to the manufacturer - I suspect you'll have much more success that way.

i_love_it

hollydays wrote: »

What brand were they?
I ocasionally buy stuff and find its not great quality.With makeup you should have tried it first-your own fault.,

I had tried the brand and liked it, so bought more different products which were disappointing