Edina Skin Care Specialists

(The consumer indicated he/she ACCEPTED the response from the business.)
On March 10, when I called the business to inquire about the product, I was not informed that the only color in stock was medium
On March 11, I did not test the product on my face, only on the back of my handThere was not a refund policy for the product posted at the front deskThe aesthetician did suggest using with the hydrating mist, which I then tested but did not purchase
On March 16, I informed the business I'd like to stop in after workThis was not scheduled as an appointment, rather, an informal attempt to make contactBeing that I work until 4pm, and considering traffic, I knew I could not arrive at the business in time before closing at 5pm, also, the manager was unpleasant on the phone and I believed would be equally unpleasant in person, so instead, I decided to file this complaint to have an unbiased third-party mediator
On March 19, after thinking about this complaint more, I had a recollection of the aesthetician verbally stating on March 11, that this product was in fact non-refundableI then realized an error in the original complaint and decided I would inform the business upon their response
Today, March 24, 2016, I withdraw my original complaint due to the recollection on March 19,
I appreciate the business took time to respond to my complaintAlthough there were some inaccuracies in their response, their effort is adequate for me to close the request

The customer purchased the Colorescience Sunforgettable Mineral Sunscreen SPF 50 on Friday, March 11, 2016. She called in advance to see if we carry the light shade of Sunforgettable Sunscreen. I told her we do not carry the light shade, only the medium shade which works for most skin types. I...

let her know that she should come in at any time to try the sunscreen and see if it works for her. We always keep a sample of our Colorescience Mineral Sunscreen at the front desk for patients to try. When the customer came in on Friday morning, one of the aestheticians helped her sample the Sunforgettable Medium Mineral Sunscreen SPF 50 on both the back of her hand and her face. Colorescience does not accept returns, so at no time did the aesthetician tell the customer that the product could be returned. To remain consistent with any and all our customers, we keep a sign behind the front desk to remind anyone checking out customers that Colorescience products are not refundable. We also have our Return Policy framed at the front desk which specifically states "Colorescience products are not refundable".
The testers at the front desk are the same product that the customer purchased. We specifically keep testers at the front desk and ask that patients try the Sunforgettable Suncreen SPF 50 because they are not refundable. She purchased this product after having tried the product on both the back of her hand and her face. The aesthetician also suggested the hydrating mist to help set the mineral sunscreen after it is applied, but the customer did not want to purchase the hydrating mist.
On March 16th, the customer called and said she didn't like the product and wanted to return the sunscreen after having opened the package and used the product. When I informed her that because the product had been opened and used, the product was not refundable. She stated that she would come in at 4:30 pm to further discuss this with me in person and I agreed to meet her at 4:30 that afternoon. At this meeting, I wanted to help her with applying it correctly because applying too much can cause it to look too dark and heavy. You don't need much, only to lightly dust it over the skin, just like the aesthetician who sold her the product instructed. I also wanted to suggest to her again the hydrating mist. I was planning on giving her a free travel size hydrating mist to take home and use with the sunscreen. However, the customer did not call and did not show for our 4:30 appointment on March 16,2016.
The Return Policy specifically stating that "Colorescience Products are not refundable" is visible and at the front desk at point of purchase. All of the employees are fully aware that Colorescience is not refundable so at no time would we have given the customer assurance that the same product that she sampled and then purchased would be refundable.