Poorest and most disappointing service from Esteer lauder at Truworths in Canival Mall

The store I'm about to rate/review is Esteer Lauder Canival Mall, at Truworths. This has been the worst and most poorest service I've ever received from Esteer Lauder employee(s) in my entire experience. Firstly the customer service was poor to say the least as my query could not be resolved nor proper care and consent be displace by the employee. She was not cautious at all and downright condescending.Monky(***) who I was told was head of the department, her service was very poor and unbecoming of Esteer lauder brand. She failed to firstly give me the right product when I bought the makeup for my wife on the 26th November 2020,she had recommended the makeup and gave us(me and my wife) a sample to use, however after my wife had used the sample she reliased that it's not the same make up type that suit her skin like the previous one she had bought from the very same store and place. Unfortunately we had lost the box as we thought it will be the right product, however whilst she(wife) was still using the sample. The product was only taken out of the box and it was clearly not even opened, so upon trying to return a product that cost us (me and my wife) around R655, we were told by the employee(Monky-***) that it can't be returned without a box enclosed. This was highly disappointing to say the least, considering that my wife was now starting to develop ****les due to this make up sample product. She even went to the Chemist today to ask for something to treat her skin. The employee vehemently mentioned that there was no way Esteer product can make a person's skin to react in any way or form, which I don't think she was qualified to confirm or even tell us so. Upon failing to assit me, I then requested to see her manager whom was the store manager for Truworths store(Violet). She was cautious however she also failed dismal to assist us. She could not even try to call head office for assistance as there was assumption that head office was closed and according to Monky(***) Esteer Lauder was closed until next year January 2021,which was both shocking and downright flawed and misleading. There was an insinuating of us lying about not having used the product, I found this very offensive and disrespectful to say the least. We invest alot alot in Esteer lauder products to have received such poor service. I request that Esteer Lauder attend to my query ASAP. As it stands my wife does not have any makeup to use and they (the store) retained product with insinuations of ensuring that we will not use it. I will reiterate that this was the poorest service I've ever received from Esteer lauder and I expect to see this query resolved before end of business by Monday 21st December 2020.