Clinique Refused To Exchange Moisture Surge 50ml
On November 8, 2023, I purchased the Morning+Night Beauty Essentials Set from the online store, which included a 10ml Happy perfume that was delivered to me in a broken condition. I suspect that the intense fragrance of the perfume may have transferred to the moisturizer, which was also in the same bag, leading to a potential perfume leak in the cream. Therefore, I request a resend of both products from the set, 'Moisture Surge 50ml' and 'Happy Perfume 10ml'. I would like to emphasize that I am not requesting the return of the entire set as I acquired it at a discounted price. However, the brand is refusing an exchange as it aligns with their policy. Nevertheless, I would like to point out that, according to Article 11 of Consumer Protection Law No. 6502 in our country, when the product is in the company's inventory and upon the consumer's request, an exchange with the same product by the company is mandatory, as stipulated by the legal provisions.
Dear Valued Customer, We want you to know that we are sorry for the situation you have experienced. We would like to point out that, according to remote distance contracts, returns are processed for online shopping, but exchanges are not. Due to the product being broken, after you complete your return process, the necessary compensation will be provided to you so that you can shop with the same discount amount. We kindly request that you share your order number with us so that we can manage and monitor your process. Thank you for your interest in our brand. Best regards.
My order number is 2499174000. Prolonging this process is nothing but a waste of time and workload for both the customer and the seller. If you provide me with a map for the return, I would like the return to be facilitated as soon as possible and my refund to be processed. As a customer of approximately 15 years, I would like to state that due to this incident, I will not be shopping again, so there is no need for you to offer a discount. It is a complete hassle for the customer and even for your staff to send the products (2 pieces) that are simply broken and affected by this to you, and after you receive them, you could send the intact ones, instead of making it so difficult, sending all of them and waiting for the refund process (which you said could take around 15 days) and then ordering the products again (if they are still in stock, of course!). It is a sad and surprising stance for such a global brand.
Dear Valued Customer, Unfortunately, as we are required to follow our procedures, we are unable to offer you an alternative solution. However, we want you to know that we will do our best to facilitate your return and complete the process as quickly as possible. Our call center team will contact you by phone shortly to inform you about the process. Thank you for your understanding. Best regards,
I placed my order by making my payment on 08.11.2023. You sent a damaged product, and I requested an exchange, but you talked about your procedures. I want to return it, but there is no response regarding the return process and code. If you could tell me exactly what you are trying to do, I wouldn't have to try to reach you through various channels in vain! If you are saying, "We got our money, the rest doesn't concern us," you can say it openly. This is the first time I have seen such an operation; the seller is 100% at fault, the buyer is the one chasing, and the worst part is that the company has a place in the global market and is probably only this relaxed in Turkey.
Dear Valued Customer, We would like you to know that we are sorry for the situation you have experienced. Due to the intensity we are facing because of the November campaigns, there may be slight delays in our communications. However, please be assured that all our teams are working with great dedication to provide you with the best service possible. Our call center team will inform you about the latest status of your process. Thank you for your understanding. Best regards.
