Truly bad customer service with regards to THEIR botchup with a cosmetics product

<p>On 21 September I went to Foschini in Kolonnade Mall to buy Estee Lauder products which was running on a special.</p> <p> </p> <p>The lady representing Estee Lauder was not there and someone else assisted me. It was quite a hassle, but as I am from rural Limpopo, this was my only opportunity to get to a shop.</p> <p> </p> <p>I bought the 2 products in order to be eligible for the promotion. One being a skin product and the other one a mascara. I decided on the waterproof mascara as I work outdoors. The lady got everything together (as the products are not all packed on the display area - only the testers) and took it to the cashier counter whilst I continued shopping. I eventually paid everything together. But when I opened my packages when I got home, the mascara was not the one I decided upon from the testers.</p> <p> </p> <p>The products are not accessible in order for me to have taken it out myself. Everything is in drawers and it was actually quite frustrating with no one trained to take over when the actual representative is on leave.</p> <p> </p> <p>I understand that the lady assisting me does not usually work with Estee Lauder products, but at R395 for a mascara - it is a heap of money to pay for a product I cannot use. I work outside in the sun on a farm in rural limpopo and cannot use just any cosmetics products.</p> <p> </p> <p>I immediately contacted Foschini and eventually after a hellopeter complaint, someone from the store phoned me back. She calmly stated that I can just drive back and they will do the exchange for me free of charge.</p> <p> </p> <p>Lets do some math:</p> <p>I have to take a day off from work in order to drive to Pretoria. Unpaid leave.</p> <p>Round about 450km roundtrip... Toll fees, fuel etc. You can make that sum!</p> <p>To exchange a product costing R395</p> <p> </p> <p>It is just not possible for me. She then asked if I cannot drive to Polokwane to exchange it. From where I stay - that is another 520km roundtrip!</p> <p> </p> <p>I then asked if they could not deliver it with their online shopping department and I then return it with their courier. She would have gotten back to me. It is now November...</p> <p> </p> <p>I would like to have the money I wasted on a product I cannot use refunded to my account and Foschini can have someone collect the R395 mascara from me by courier.</p> <p> </p> <p>This is the worst service and don't-care attitude I received from them ever. I am so disappointed. I was one super loyal customer through the years!</p>