As a loyal customer of Estee Lauder, I visited Boyner Cevahir seeking specific colors that were unfortunately out of stock. The customer representative directed me to the Bobbi Brown brand, and trusting the association with Estee Lauder, I purchased a lip pencil and lipstick. However, upon using the lip pencil, or rather attempting to use it due to its dryness and lack of smooth application, I realized the product was of inferior quality or had a defect. The same disappointing experience applied to the lipstick—no moisture, challenging application, and an unsatisfactory finish. Both products also smudged.
Upon checking the cosmetics site, I discovered that both items had a last-use date of 2020. Whether the issue lies in the poor quality of the products or their expired shelf life, I cannot determine. What I do know is that ₺1250 of my hard-earned money and time have gone down the drain. When I contacted Bobbi Brown Customer Service, they simply wanted to include me in their typical investigation process. Despite explaining that I am a customer of numerous brands distributed by them and expressing my dissatisfaction with Bobbi Brown products, they displayed a lack of concern for customer satisfaction. They even attempted to remind me of a previous complaint I had with Aveda shampoos, insinuating that I was a problematic customer.
Everyone desires to use a product that justifies its cost. If not, why spend so much money? If I seek quality, it's because I've paid for it. Instead of facilitating an exchange or refund, they treated me as a problematic customer. If the store employees responsible for stock control had done their job properly, I would have purchased Estee Lauder products, which I am pleased with, without this hassle. I bought an Estee Lauder eye pencil on the same day—absolutely perfect! Despite being aware of my long-term loyalty and usage of various brands, they failed to assist. It's evident that, even if Bobbi Brown and Estee Lauder are sold at the same price, their qualities are far from equal. It seems they prioritize profit over customer satisfaction, implementing a policy to discourage customers who voice concerns.
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