Allergic reaction- can I get a refund? Please advise

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I purchased some expensive facial products after I had been subjected to a bit of pressurised sales techniques in a city centre shop. The products were tested on myself and I informed them I had sensitive skin to which I was informed the products were ideal for that and would help. I was ok in the shop and went straight to the train home. On arrival I felt unwell and had an early night from which I was awoken because my face and mouth were badly swollen and I had difficulty breathing. I had to have steroids and antihistamines to reduce the symptoms and was still left with a red rash days later. I contacted the customer services by email , as advised on the receipt, within 48 hours of purchase and they have been very unhelpful for 16 days. I returned to the shop and was informed they needed a code from customer services to help me and assured me they’d have it sorted in the morning and call me. That was yesterday and no one has been in touch by email or phone. Their policy is exchange or credit if you change your mind but I haven’t. I can not use the products and they are not suitable for the purpose they were sold to me. Am I right in asking for a refund? Everything is unopened and still sealed. What would you advise I do next please?

unholyangel

You being allergic doesn't mean theres anything wrong with the products though. If you can evidence that they told you the products would be suitable with your allergies then you'd have grounds for a refund but other than that, I'm afraid it sounds like you'll be relying on their own returns policy.

pinkshoes

Toggle wrote: »

I purchased some expensive facial products after I had been subjected to a bit of pressurised sales techniques in a city centre shop. The products were tested on myself and I informed them I had sensitive skin to which I was informed the products were ideal for that and would help. I was ok in the shop and went straight to the train home. On arrival I felt unwell and had an early night from which I was awoken because my face and mouth were badly swollen and I had difficulty breathing. I had to have steroids and antihistamines to reduce the symptoms and was still left with a red rash days later. I contacted the customer services by email , as advised on the receipt, within 48 hours of purchase and they have been very unhelpful for 16 days. I returned to the shop and was informed they needed a code from customer services to help me and assured me they’d have it sorted in the morning and call me. That was yesterday and no one has been in touch by email or phone. Their policy is exchange or credit if you change your mind but I haven’t. I can not use the products and they are not suitable for the purpose they were sold to me. Am I right in asking for a refund? Everything is unopened and still sealed. What would you advise I do next please?

I would keep phoning them. Also use twitter or Facebook as that tends to get a quick reaponse. Ask online if they would like you to post photos of your puffy swolen face!!! Shops do not like bad publicity.

Allergic reactions are very unique to each person, so there was no way they could predict what would happen.

A decent shop would offer you a refund or credit note for the products as they are sealed still.

Toggle

They did assure me they would be suitable and even said they had knowledge of my condition that causes it and had dealt with others with the same thing. Sadly it will be my word against theirs and I have now seen first hand they have little morals when it comes to sales.

Toggle

I sent them pictures and I am prepared to speak to citizens advice now too. It is about their treatment of me and ignoring my correspondence alongside the refund.
You’re so right about publicity though.....wonder if I’d be brave enough to put my ugly mug out everywhere though! 😱😆

forgotmyname

Everything is unopened and still sealed

How did you use it if it's unopened and sealed???

Ms_Chocaholic

forgotmyname wrote: »

How did you use it if it's unopened and sealed???

I understood that the sales staff tested the products on the OP and this is what caused the reaction and therefore the purchased products remained unopened.

DCFC79

Ms_Chocaholic wrote: »

I understood that the sales staff tested the products on the OP and this is what caused the reaction and therefore the purchased products remained unopened.

Yes that's how I read it.


OP why would you trust the spiel you were fed, why not go to Bodyshop for example ?

Crazybunnehlady

Body shop are just as bad and stick SLS and all sorts of !!!! in there stuff.
It's why they have permanent 'sale' on!
Unfortunately to get products these days that don't contain all the cancer causing nasties, you have to pay more, so a high end cream shouldn't be doing this tbh.

bris

Seriously you think bigger money buys better products? It buys fancy designer names that's all.


Unless you can prove they told you this was right for your skin then you have no rights to a refund as this would be your word against theirs. Buyers remorse is how they would see it so you are relying on a goodwill gesture for a cash refund.

keithdc

Crazybunnehlady wrote: »

Body shop are just as bad and stick SLS and all sorts of !!!! in there stuff.
It's why they have permanent 'sale' on!
Unfortunately to get products these days that don't contain all the cancer causing nasties, you have to pay more, so a high end cream shouldn't be doing this tbh.

Which company is selling products that cause cancer?
The bigger concern is the number of products that contain dihydrogen monoxide - google it, it's really concerning.