Watsons Refuses Refund for Stiff and Defective Deborah Concealer
On May 9, 2026, at around 4:42 PM, I purchased a Deborah concealer from the Watsons Emaar store. When I got home and opened the product, I realized that its texture was extremely stiff and thick, making it completely unusable as a normal concealer.
When I returned to the store that same day to return it, the staff told me they could not process anything because I had opened the product. Even though the product was defective from the start, having my return request rejected solely because I opened the packaging left me with an unusable item and no recourse.
Following this, I called Watsons customer service and explained the situation in detail. They asked me to submit photos and a video of the product. After I sent the requested visuals, they claimed the product appeared "normal" in the video and refused to issue a refund. I do not understand how anyone can judge a product as "normal" based solely on a video when it is this hard and unusable. A physical inspection by store staff would be far more appropriate and fair.
I demand a full refund for this defective product. I request an investigation into this frustrating experience with both the store staff and customer service, as well as a prompt resolution to my issue.
