Kiko Maxi Mood Color Mascara Caused Eye Allergy - Exchange Denied
I used the Maxi Mood Color mascara I bought from Kiko store on July 16, 2025, three times. The first time I used it, I experienced severe itching and white, crusty eyes. Unsure, I took a break and tried again, but the same allergic reactions recurred. I've never used the product in any other way, nor have I used any other Kiko mascara before. Furthermore, no other brand of mascara has ever caused a similar allergic reaction in my eyes.Due to these health issues, I contacted customer service. After a long wait, I was told that the product could be exchanged. However, when I went to the store, they told me that the company hadn't approved my invoice, so the exchange couldn't be processed. They also told me to call the store first and then come back to make the exchange, but the result was still disappointing. I went to the store and wasted my time, and on the phone, how can this be done? It's unacceptable for a large company to put customers in this situation!My expectation from Kiko is to provide a product replacement due to the allergic reaction I experienced and the inconvenience I experienced during the store process.
I called customer service again and explained my problem. Less than 2 hours later, the Viaport store called and told me to come that same day, otherwise the process would be delayed again. I went in the evening and thankfully got my product exchanged, but since the process was frustrating and time-consuming, I am not considering buying anything from Kiko again. They expect the customer to act according to their convenience. They are not customer-oriented at all; they act only in their own interest...
Hello, Thank you for your interest in our brand. You were contacted on 11.11.2025 at 17:10, and the necessary information was provided by our customer representative. Best regards, KIKO Milano Turkey
