Extremely unhappy and dissipointed

I bought 2 of the Advanced Night Repair Synchronized Recovery Complex II products for me and my mother.All along I've used the Idealist Even Skintone Illuminator,but then one of the Estee Lauder ladies came to my work place to demonstrate the mentioned product and how good it is and after reading the other ladies responses i was convinced.I'm sorry to say but the product is not working with our skins.We have been getting rashes on the neck and chin.I've also bought the eye cream for my mother and she's complaining that it's burning her skin as well.I've called Estee Lauder about the problem and they've advised me to contact Red Square or go to any of the stores, since I've bought it through their site I've emailed them 3/4 times and called them numerous times and spoke to 4 different people,but nobody could assist me or came back to me at all.The one guy asked me if I've used the product,how else would you know if it will work?One lady i spoke to apologised for my bad experience with the products and promised to send the courier to collect it from me, i'm still waiting after 3 weeks.We refuse to pay so MUCH for a product that will now lie in our cupboards like white elephants.