I purchased the La Roche-Posay Anthelios UVMune 400 sunscreen about a month and a half ago from Irmak Pharmacy in Ankara and started using it for the first time last week. When I applied the product, it had a lotion-like consistency and gave off an extremely strong and unpleasant odor that immediately made me want to wash my face. I tried using it several times but experienced the same issue each time, so I suspected that the product might be spoiled and took it back to the pharmacy. The staff there advised me to contact customer service.
When I called La Roche-Posay customer service, they asked for the lot number (54Z400) and told me it was a new batch, claiming that the smell came from the filters used in the formula. They mentioned that some customers described the scent as similar to spices or fenugreek. Despite confirming that the smell was “normal,” they refused to offer any assistance, saying that support could only be provided if the product caused an allergic reaction.
I explained that I could not use the product due to its unbearable odor, that I had paid around $26 (700 TL), and that I was disappointed by their lack of customer satisfaction focus. Yet, they still refused to replace or refund it.
This was my first time using this sunscreen, and I encountered this issue immediately. I request a refund for the product and expect La Roche-Posay to take responsibility by standing behind their products and valuing customer satisfaction.
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