Farmasi Refused to Exchange My Unopened Foundation

I became a Farmasi member and placed an online order for two foundation products through the company's website. When I entered the shade number I had previously purchased, I realized the product formulation had changed. After receiving the order, I wanted to exchange the foundations, but I was met with a complicated return process. On top of that, I had forgotten my account password and was unable to log into my account. Despite trying to resolve this for nearly two months, I have been unable to complete the exchange or return.

These products were purchased with my own money, and most cosmetic brands allow exchanges for unopened items. One of the foundations has never even been removed from its box, yet my exchange request has still not been handled properly. When I contacted customer service by phone, I was told that I had to return the products using a specific shipping company. Unfortunately, that carrier does not operate in my district. Every time I spoke with customer service or company representatives, I received different instructions, and no one provided a clear or consistent solution.

After nearly two months of trying to resolve this issue, I feel that I have been treated unfairly. At the very least, I am requesting an exchange for the unopened foundation and clear, consistent communication regarding how my request will be handled.