On Friday, February 15th, I purchased $100.58 worth of products from Scarlett Cosmetics, a very highly regarded cosmetics store in Philadelphia, PA. A portion of these products was a skin care regime called Zia. When I asked the saleswoman, Cristina, if these items were returnable if they didn't work with my skin, she said, We can work something out. Also, at this time, I left a sample of face powder that I use with Ms. Messina, as her store specializes in custom-made powders. She told me she would have it ready for me on Monday, February 18th.
Over the weekend, unfortunately, I realized that the skin care products I bought did not work well, as it left my skin with a rash and very dry. I decided to return them on Monday, when I would return to the store to pick up my powder.
Upon my arrival at the store, I was told by Cristina that Scarlett was not in the store, and that my powder had not been mixed. When I asked her about returning the skin care products I bought, she told me that she didn't know how to do returns. She said she would contact Scarlett in the New Hope, PA store for further instructions. After she did this, she told me that Scarlett had said to keep using the products, as it takes the skin a little time to get used to something new and that my powder would be ready on Wednesday, February 20th, when Scarlett would be in the Center City Philadelphia store. Slightly annoyed, I informed the Cristina that I would not be using the products as they were detrimental to skin and that when I came back to store on Wednesday, I would be bringing them with me.
In the meantime, I called Zia cosmetics and was informed I had been sold the wrong products for my skin type, which was why I experiencing problems. I decided to tell Ms. Messina this on Wednesday.
But when I went to the store on Wednesday during my break, Ms. Messina informed me that she'd lost or misplaced the sample she took of my powder. She said that if I brought another sample back (since I left my make-up bag at my office), she would definitely make up my powder that day. When I informed her that I wanted to return the skin care regime I bought, she said, Well, when you bring back the sample, we'll trade everything up then. I was frustrated by then with the entire situation, but agreed to her terms, thinking at least I would be recouping some of my losses.
Upon my return to the store later in the day, I was told that Ms. Messina had left for an appointment and would be back in an hour. Again, I was frustrated and angry, and asked Cristina to contact Ms. Messina. She got Ms. Messina on the phone and told her I was in the store and that I was slightly annoyed. When she asked Ms. Messina if she wanted to speak with me, she did not, as the phone was not passed to me. Cristina hung up with Ms. Messina, apologized and told me that if I left another sample, the powder would be done as soon as Ms. Messina got back to the store. When I asked her about returning the skin care products, she stated, If Scarlett said she would trade them up, she will. I left another sample of my powder; along with my work phone number, asking Cristina to please call me as soon as Ms. Messina came back to the store.
I returned to the store again, at 5:45 P.M. That same day and was told that again, Ms. Messina was not in the store. I thanked Cristina and left.
I called the store from my job on Friday and left a message in the voicemail. Cristina returned my call and informed me that Ms. Messina was not in store due to a personal emergency. She said that she would call Ms. Messina and find out about my refund. According to my receptionist, they called after 5, but left no message.
When I called again on Monday, February 25, I was informed by Cristina that my powder was ready, but that they would not be taking back the products or issuing a refund.
The whole situation was and remains ludicrous. After nearly two weeks of promises and stalling, I was rewarded with nothing, and Ms. Messina did not the decency to inform me herself. She should have a clearer refund policy in her store, as she does not have one posted. She should also not make a promise of a refund if there is no possibility of receiving one. If she had notified me from the beginning that there was to be no refund, I would not be annoyed as I am now.
CVS and Rite-Aid have a No Problems return policy, which indicates their integrity and respect for the customer. Obviously, Ms. Messina does not have either. I am amazed that her saleswoman was not trained in the return of products. At her word, I am sure that her saleswoman would have given back my money, but that word never came. I do not see what Ms. Messina had to gain by her actions. I just wanted my $74 back on products that didn't work.
I wrote a letter to the BBB, but was told I had to contact the Food and Drug Administration. Then I was told by FDA that I needed to contact the Attorney General's office! I am fed up. No one wants to help.
T.
Philadelphia, Pennsylvania
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