Watsons Refused to Exchange My NYX Concealer After Wrong Shade Advice

I purchased a NYX brand concealer product from a Watsons store.

Before buying the product, I specifically asked three different sales associates in the store whether the concealer would match my skin tone and properly cover my under-eye dark circles. Since they told me there was no tester product available, I had no opportunity to try it before purchasing. Despite this, the employees repeatedly assured me that I could definitely use the product and that it was suitable for me.

I even showed them the concealer I was currently using and clearly explained that I wanted a product similar to that one. During the purchase, I specifically asked, “What can we do if the product turns out not to be suitable?” At that time, I was informed that an exchange could be arranged through customer service by creating a support code. Based on this assurance, I decided to purchase the product.

However, after discovering that the concealer was not suitable for me, I requested an exchange and was suddenly told that opened products cannot be exchanged. Later, I was directed to another branch, but the employees there also stated that no such exchange process existed.

The real issue here is that I was misled by the store employees regarding the suitability of the product and the exchange information provided during the sale was later denied completely.

Because there was no tester available, I relied entirely on the guidance and recommendations of the Watsons staff when making this purchase. If I had been correctly informed from the beginning that no exchange would be possible, I would never have purchased the product.

In the response I received from customer service, it was stated that “purchasing based on recommendations is the consumer’s own choice.” However, in situations like this, customers naturally trust the expertise and guidance of store employees who are expected to provide accurate product recommendations.

As a result of this misleading guidance, I have been left in a difficult and unfair situation. I request that my complaint be resolved and that a suitable exchange or another fair solution be provided for this product.