Manager refused to exchange dry mascara

On 20/11/2015 I bought 2 revlon mascaras from edgars at the Eyethu mall in orange farm. The one being used by my friend is fine but the one taken by me is dry. On 21/11/2015 I took it back to the store whereby Fortunate from the makeup area and the manager, Sphiwe Mthembu refused to exchange it due to a cosmetic policy which I was never advised of when purchasing. The manager gave me the most appalling service and said I can escalate if I want to and if I am unhappy with the mascara I should take it back to revlon. <br> The only person who assisted me was Kenny who listened and helped me to get through customer service where I then spoke to Mzomandla Myeza from Edcon customer service who advised he can't dispute the store policy, after advising him of all that happened and he promised to escalate to the area manager who was supposed to call me after 15:30 on 23/11/2015 and that never happened. <br> Mzomandla also asked to speak to the manager and I heard him saying that \it's not every customer that comes into the store that we advise them of the policy"<br> I would like this issue to be treated as a matter of urgency because I refuse to be held responsible for factory faults"""