Victoria's Secret Should Replace Defective Product

Posted Mon December 15, 2008 12:00 pm, by Brenda B. written to Victoria's Secret

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I recently purchased a lipstick and lip liner at a local branch of your store. I usually make all of my VS purchases online, but the shade of lipstick I wanted was not available.

The problem I encountered was with the lip liner. After using it a few times, it needed to be sharpened. I use the sharpener that I use for all of my cosmetic pencil products with no problems. However, this lip liner just continued to crumble as I attempted to sharpen it. By the time I had a usable point, I had sharpened away about 1/3 of the pencil!

I found this to be completely unacceptable as I have spent half as much in the past on drugstore-brand lip pencils and have never had one crumble like this. I thought that I would have no problem exchanging this lip pencil for another of the same product, as I was willing to try again on the assumption that this was just a fluke. I have used other cosmetics purchased from VS and have found them all to be of good quality.

On Saturday, December 13 at approximately 2:30 p.m., I went to the VS store in Carousel Center, located in Syracuse, NY. I selected a couple of products I wished to purchase, along with the replacement lip liner I wished to exchange for the faulty one. When I went to check out, I explained to the cashier what I wanted to do. She asked if I had the receipt, which I did not. However, the product was obviously theirs, and was still in stock, so obviously had been purchased fairly recently. Who keeps a receipt for lip liner? She informed me that without a receipt I could not exchange the product. She even asked a manager, who also said no.

I was not asking for my money back, or even a store credit. I was asking for an obviously defective product to be replaced. If in fact this lip liner also proved to be of poor quality, I would make a note to never purchase that product again. All I wanted was to give VS the benefit of the doubt regarding their product, which I was denied.

I hope that you will change your policies to allow for the exchange of a clearly defective product for a duplicate item.

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Re: Victoria's Secret Should Replace Defective Product by Final Score: Boys-3, Girls-1 Posted Tue December 16, 2008 @ 9:15 AM They probably wanted the receipt to show that you purchased it recently and hadn't been using it for a long time before you decided to return it. They don't know that it's defective and you didn't just leave it on your dashboard or run it through the washing machine or something. Some lip liners are just softer than others. I recommend putting a liner in the freezer before sharpening. It will sharpen much cleaner. Reply Thanks for the tip by Enjoying the holiday season Mon December 22, 2008 @ 2:16 PM Re: Victoria's Secret Should Replace Defective Product by K.B. Mon December 15, 2008 @ 8:44 PM Good point by RedheadwGlasses Posted Mon December 15, 2008 @ 11:28 PM Also, I wonder if she tried using the sharpener on another pencil type to see if THAT was the problem. Maybe it's just time for a new sharpener. Reply Re: Suggestion to Victoria's Secret by RedheadwGlasses Posted Mon December 15, 2008 @ 3:29 PM Could you call the toll-free customer service number and ask them to send you a replacement? Perhaps they can look up your previous order and verify that you did purchase one and they can work with you. Just a suggestion. Good luck--I didn't even known VS sold make-up! I just focus on their undies 'n' stuff. My VS leggings and sweatshirts are the best quality I've ever found. Reply