"Faulty" products and terrible service delivery

<p>I've purchased a 3D moulding kit (1) for the first time from Baby Touch (online) and used it about a week later which was on the 14th Feb '17.</p> <p> </p> <p>I've read the instruction multiple times prior to making use of the product to ensure I didn't mess it up first time around. The instructions indicates usage of 400ml water (at room temperature) for step 1 mixture, to pour the water in and mix for 30 seconds until the mixture is pink. I had carefully followed these FIRST STEP instructions, however when I started mixing (not even 10 seconds) the mixture turned pink and then white. Next thing I know I'm sitting with a set mould which I rushed to get some print of my child's foot in.</p> <p> </p> <p>I thought I was at fault and tried the first step again using slightly cooler water in the mixture. Again, the mixture set before even getting the powder thoroghly mixed and again I rushed to get at least my child's hand into the mould.</p> <p> </p> <p>So hereafter, I figured this was not my failure to follow instructions but the product or the instructions aren't for some reason correct. I mailed Baby Touch to let them know hereof as I am not one to make a fuss about issues of the sort nor would I let them know if I knew I was at fault. The response I got was ridiculous! They can't refund me or replace the kit for me because I had used it and instead I was told to buy the STEP 1 powder to make use of (after the negative outcome I've already had). On top of this, I was told that I used HOT water and not water at room temperature and was made to look like a complete idiot when i even got videos to show me how to use the mixture (which I no longer had) when I explained exactly what I had done which is what I was instructed to by the pamphlet.</p> <p> </p> <p>Hereafter I was disappointed by the feedback I had received - no question about the serial number or package number of the product itself to investigate. I was immediately blamed for the outcome and the assistant didn't even bother asking a thing about the product. I explained I had an issue with a product that I USED and found some horrible things in and the company thereof asked for the necessary information about the product and provided me with a voucher for a new one.</p> <p> </p> <p>Why Baby Touch can't do the same and instead assume that purchasers of their products don't know how to follow instructions is beyond me and I doubt I'll ever want to purchase any of their products again. </p>