Truworths
Refused to exchange Estee Lauder mascara

I bought an Estee Lauder double wear mascara at Canal Walk. The consultant offered me "the last" of a gift pack containing the double wear mascara. I found the mascara to be dry and old the next morning on application. I took it back to the Cape Gate branch the same day, closer to me at the time, only to be told the consultant was on lunch and I had to wait a half an hour for her to return because the other staff are not allowed to exchange Estee Lauder products with out her being present. When Sandra the Estee Lauder consultant returned, she full out refused to swop the mascara for another. She said the store manager would'n be very happy if she took back a dry mascara, bought at another branch. I couldn't believe what I heard!!! According to her the policy/agreement among the branches is that they do not take back faulty stock if not bought from their branch. I am not interested in the inner workings or agreements that branches have among each other!!! This is unacceptable conduct from a company selling a very reputable international brand!! I had to waste fuel to drive back to Canal walk to have it exchanged by the Clinique consult because the Estee Lauder consult was on lunch.

Company: Truworths
Country: South Africa
City: Cape Gate

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