I went to the annual Makeup convention in LA on Sat, June 21st. I went by the OCC Makeup booth and spoke with the sales woman who made it seem like this product (airbrush machine) was very simple to assemble/use. I purchased the product with excitment hoping I could use this product right when I get home. The sales woman took my credit card, made me sign my transaction and gave me my product. She gave me a brochure where she circled the contact information if I ever had any questions. She did not give me a receipt, but simply brochures. I did not question this because I thought convention events do not give out receipts. (yeah, I know... Stupid me).
Anyways, I go home and I open up the product. First thing I notice, the handle is cracked. I did not worry about it. I open up the instruction page and see all these details about the equipment, but NO actual instructions on how to assemble it. FYI - this is my first time purchasing an air brush machine. I'm seriously confused of where to put everything, so I attempt to contact the merchant. No one answers - I leave a message. No one calls me back. I attempted to contact them again - left a voice message - still no answer... A few days go by... And finally send them an email. Finally, Anthony responds back explaining how to assemble the product. I am still confused on some of his instructions, so I send him another email. He tries to help me again and I ask to have someone call me to help navigate the direction. (still no phone call back)
I finally put the airbrush together. As I am attempting to turn it on, the air blows in and out (I assumed it was because I was not pressing it correctly). I notify Anthony that it might not be working. He restates the instruction and offers a repair if it does not work. I finally get it to work. After all that stress, I just did not like the product. It was not easy like the girl stated... And the air pressure was average.
The next day after I speak with Anthony, I ask if I could get a refund on the product because it was not what I expected. I get a message a few days later from Karen Wyss. She tells me there is a 30 day refund policy and that I went over my 30 days, so they would not take the product back. I tried to explain to them that I was not aware of the 30 day policy because I did not receive ANY TYPE of receipt, simply a brochure. She tells me "I'm sorry for the inconvenience, but the policy is on the receipt and on our web. We can not give you the refund". I continue to explain to her over and over that I did not receive a receipt and if I was aware of the policy I would have sent this product back right away. I also mentioned that no one would contact me back and this problem would have been resolved between the 30 day timeframe. I did not even go on their website. The only way I knew to contact the merchant was through that brochure. How would I have known about the return policy when I never went on the site. Not only that, the merchant should not expect every consumer to look at their site. A return policy should have been made clear when I first purchased the product. I'm sure it was left out on purpose. (Keep in mind, the airbrush has NEVER been used but they still continue to stick by their policy that I did not know about)
I finally request for a copy of the receipt that states the policy and my signature of the purchase. This is the response I received:
Please be reasonable; all merchants have return policies and you have eclipsed ours. If the product was damaged or defective as you originally claimed, we would be more accomodating. However, we simply can't issue refunds based on buyer's remorse.
I will contact our accounting dept. When their office reopens on Monday to request that they locate this now months-old receipt for your reference. It will however not change our position. Again, our return policy is marked on all paper invoices, was noted on the signage at our booth, and is also posted on our website from which you presumably ascertained our contact information since you are not in possession of your receipt.
Sincere regards,
Karen
Karen Wyss
Obsessive Compulsive Cosmetics, Inc.
[email protected]
www.occmakeup.com
PH: 631.815.2426
FX: 631.815.6208
The way this email was sent showed me that they DO NOT care about their consumer. They do not believe in looking into issues that may be able to get an exception due to the circumstances. The way the business operates is black and white - no exceptions. Not only was the email not professional, but it just seems like they want to take my money and wipe their hands from me and the issue. I think they should have made me aware that there was a return policy (like all booth businesses, they would have a handwritten invoice noting their return/exchange policy - give the customer a copy and keep another one for their records). Lastly, I tried to contact someone higher than this lady but NO ONE ANSWERS THEIR PHONE. So, to anyone who decides to get this product... Please please think about it because if by any slight chance you did not know about their business policy & you will be left with a product you do not like from a business you do not like... And hundreds of dollars DOWN THE HOLE.
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