Designer Fragrances & Cosmetic

Review: I purchased product (Lancome, Hypnose Drama Mascara) from the Designer Fragrance & Cosemetic Company in Folsom, California at the Factory Outlet Stores. I have purchased product here in the past and this time purchased new mascara. I noticed when I went to use the mascara for the first time that it seemed old, very clumpy when applying. I noticed that there was a small sticker on the side that stated, "Not for individual sale". This is normally something that is placed on an item being used as a tester or part of a gift set. My concern is that this product was used as a sample and then boxed for sale at the individual price. This represents a great health risk issue, if the store is repacking product that may have already been used by a consumer before it was sold to another customer. I called the store and was informed by the young girl answering the phone that only a manager could process an exchange without a receipt. I was unable to find the receipt. I can provide my recent bank statement with the withdrawal and the manager should recognize me, because she herself was my cashier and knows me as a frequent customer.

Product_Or_Service: Lancome Hypnose Drama Mascara

Desired Settlement: DesiredSettlementID: Refund

I understand as a prior customer of DFC&C that they do not offer refunds but in light of the fact that this product was sold without me knowing it may have been used changes that. I don't trust any purchases or exchanges from this store. I have already placed an online order with Lancome, so I don't need product from DFC&C.

Business

Response:

Initial Business Response

Ms. [redacted] is correct, our company policy does state that All Sales are Final due to the sensitive nature of our products being cosmetics and skincare. In the situation stated above, I explained to Ms. [redacted] that when a mascara has a sticker that states "Not for individual sale," it is due to the fact that most likely these items are included in cosmetic giftsets. This type of mascara in particular, is used for extreme volume and fullness, which could be why it looked thicker than most. I spoke with Ms. [redacted] on the phone and explained to her that I would be more than happy to take a look at the item and I would exchange the item for her with the receipt. She spoke with one of my employees on another day (as stated above) and my employee explained to her that the Store Manager could authorize and process this exchange of an item. I still would be more than happy to accomodate Ms. [redacted] if she would like to re-contact me for an exchange of her mascara.