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 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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