Kiehls - Over 28 Days = No Refund

mimi1234

I went to Kiehls just over a month ago as most of my friends swear by it. Had my consultation and the member of staff "promised" the products would work as everyone comes back for more.

So I went along with it and I purchased £100 worth as per her recommendation. She told me that I should give it a go for 2 months as it would take a while for the zits/monsters/bugs/whatever within my skin to come out. If it did not work after 2 months I could go back for a full refund. I asked her what the policy was and she said "if it doesn't work, you get your money back" and I specifically asked for time limits and she said none.

I tried the products and they just didn't work. I ended up with big red blotches and even more spots than I had before. Went to my GP and he said don't use the items again.

So off I went for a return today, about 34 days later and the member of staff said "no, it's more than 28 days, you can't have a refund". Explained my encounter about trying for 2 months and then taking it back when I purchased and she said "well she must have told you wrong, you can't have a refund as it has been more than 28 days". She was adamant and in the end I gave up.

Do I have any rights? Can they change their minds and fob me off like that? Nowhere on the receipt does it say refunds can only be made within 28 days, and it said nothing to that effect in the store. Can I phone Tesco credit card and get them to look into it or would that be wrong?

I know I could probably have returned the items sooner, but I was not going to go out of my way just to take them back and I have been very busy with work and I have not had chance.

Hope someone can assist. Thanks in advance and sorry about the essay! Doh.

somethingcorporate

Your best bet is to go in and see the person that promised you the refund. You do have rights but unfortunately it's going to be down to you to prove what was said.

Again, the credit card company will be unable to take your side without proof so go and talk to the person (& possibly the manager) that sold you the products.

unholyangel

Does the receipt have anything about a satisfaction/money back guarantee ?

If you any anything in writing or evidence of being told no time limit, it'll help because without it, it will basically be her word against yours.

You could of course try putting your complaint in writing to see if it brings a better result. Certainly can't do any harm.

frugal_mike

I assume you didn't get given anything in writing? Is there anything on the packaging of the product about how long it takes to work?

mimi1234

Thanks for the responses guys.

Nothing in writing on the receipt, instore or written down for me.

I will see if I can go back and see the person who served me but I doubt I will get anywhere.

If it was just a few quid or even £50, I would have let it go, but £100 is a lot.

monty-doggy

I'd stress it gave you a severe reaction and made your skin worse. This could deem the product faulty and not fit for purpose and therefore legally you are entitled to a refund regardless of their 28 day policy.

mattyprice4004

monty-doggy wrote: »

I'd stress it gave you a severe reaction and made your skin worse. This could deem the product faulty and not fit for purpose and therefore legally you are entitled to a refund regardless of their 28 day policy.

The product will have been tested before going to market, so a reaction from your skin won't be a fault, but the fact it's just not compatible.

This isn't their fault, so you can't expect a refund. If you buy something and it doesn't work for you, that's not their fault and you can't expect a refund (except DSRs perhaps and any returns policy they have).

monty-doggy

mattyprice4004 wrote: »

The product will have been tested before going to market, so a reaction from your skin won't be a fault, but the fact it's just not compatible.

This isn't their fault, so you can't expect a refund. If you buy something and it doesn't work for you, that's not their fault and you can't expect a refund (except DSRs perhaps and any returns policy they have).

I used to be cosmetics dept mgr for debenhams, if someone stated they had a reaction in this way we would always give them a refund. Cosmetics staff are on commission, and sometimes they do hard sell and get it wrong, I'd rather lose cash to a refund than enter into a miselling claim.

mimi1234

mattyprice4004 wrote: »

This isn't their fault, so you can't expect a refund. If you buy something and it doesn't work for you, that's not their fault and you can't expect a refund (except DSRs perhaps and any returns policy they have).

I don't actually remember saying or typing that it was their fault.

I was told that if the product did not work, I could get a refund. Simple as that. No mention of faults!

Lavendyr

monty-doggy wrote: »

I used to be cosmetics dept mgr for debenhams, if someone stated they had a reaction in this way we would always give them a refund. Cosmetics staff are on commission, and sometimes they do hard sell and get it wrong, I'd rather lose cash to a refund than enter into a miselling claim.

Same when I used to work for Boots - if someone came in claiming that they'd had a bad reaction to a cosmetic we were told to give them a refund.