Defective Bonus Gift advice needed

RoseLouise89

Hello,

I could do with a bit of advice about consumer rights/other people's previous experience with free gift items that weren't fit for purpose.

Debenhams recently had a promotion on Clinique make-up where if you bought 2 items you were entitled to a cosmetics bag with some mini products. If you then bought a third item, you qualified for the step-up item, a full-sized Take the Day Off make-up remover for lips lashes and lids. I've used Clinique for many years as I've had problems with my skin and it's the only brand of make-up which doesn't set it off. I thought I'd make the most of the offer and bought two items of make-up and decided to buy an additional skincare item as well to qualify for the step-up gift.

When my order arrived everything was there, however the make-up remover clearly wasn't sealed properly as it had leaked over the cosmetics bag. I checked the make-up inside as well as the items I'd paid for and they were all okay so the fact that it had leaked I could put up with. However when I looked at the bottle of make-up remover more closely I could see something floating around in it. It's a shake-to-mix product but even so the 'thing' is more solid looking and has something black in it so clearly isn't supposed to be there.

I contacted Debenhams and have now had 5 days of emails back and forth but yet no resolution. Firstly I was offered a £5 voucher however refused this as it would cost me £17 (£12 with the £5 voucher) to replace the product myself. I pointed this out and was then offered a £10 which I also refused. I then asked if they could check if the product was available in-store as apparently it is out of stock in the warehouse and after asking twice I was told that it is out of stock in my local store as well. No further solution has been suggested, only that I contact them if I have any further questions (which I have, again, today).

This whole process has been so frustrating and has taken time away from my hefty workload. I didn't expect to have so much hassle getting a replacement for a product which is clearly contaminated by something, which to me looks like mould. As it's a product for use around eyes and lips, I refuse to use it.

Given that this was a 'free-gift' item (although I had to spend more to qualify), what are my rights? Are they the same as for any item which I paid for directly? I would really appreciate any help as I don't seem to be getting anywhere via emailing Debenhams and have lost faith in them as a retailer given the lack of an appropriate solution. I certainly won't be shopping online with them again.

Thanks,
Melissa

sunfield91

I would be phoning Clinique's customer service department. I can't think would be too happy with Debenham's attitude. I once called Clinique about a blusher I bought in Mexico which had crumbled after very little use and they were excellent , I just sent it back as requested and received a new one within a short time HTH

RoseLouise89

Thanks for your advice. I finally had the opportunity to go into the Debenhams store today and spoke directly to the Clinique sales-lady. Debenhams customer service at head office could learn a lot from her - she couldn't have been more apologetic and immediately replaced the defective item for an identical new one of the same product. Very happy to have finally gotten a replacement!

However what I am not happy about is Debenhams customer service...
When I asked if the product was in stock in store, I was told it wasn't. Then in further emails I was told it was out of stock online and had been discontinued (note that it is , and was when I was first told this, still currently available online and you can go all the way through to the checkout with it...).
Given that the item was evidently available in store (and apparently online too!), I feel like I have been lied to, or at the least that customer services were unwilling to put much effort into finding the product. Honestly, I have never had this much trouble getting a replacement for a product that was unfit for purpose. I am so absolutely appalled by Debenhams' apparent lack of respect for consumer rights that I will not be shopping with them again.