Lush only making profit,the 'customer is never right'

I've been following your brand since my London days more than a decade ago, and was delighted to find you in the VnA Cape Town some time ago. Sadly, last week I had a very dissapointing experience at this store, which reflected very poorly on the Lush SA brand. I had 2 guests from Bloemfontein who I introduced to Lush for the first time, and they were so impressed that they both bought products and gifts from the Waterfront shop - equalling more than R3500. They also told the manager that they will be advocating this brand in Bloemfontein to their friends and colleagues, since one can buy online. Back at my apartment the next day, my sister saw that her one product (therapy massage bar in tin, which she bought 2 from the shop of) was totally melted and not usable. We were not told upon purchase that this or any other Lush product is to be kept in the frige- I agree that it was a hot week in Cape Town, but still the product was kept at room temperature, as anyone would do. She could not use this purchase as a gift, and she had by then already then gifted the other therapy bar in tin to a friend. With effort we had to return to the Lush shop in vna in a rush before her flight back, but experienced the most upsetting treatment one can imagine. Both the saleslady who could remember selling us the products the day before, and the manager who we had to wait for to be called into the shop (20 minutes), simply refused to refund or exhange both products. We had the proof of payment, the actual melted bar in a tin, and the slip showing that my sister bought 2 of the exact same products (one was as mentioned already gifted). We were simply told ' they have no evidence' and that 'the best they can do is to replace the one product - with absolutely no compensation, empathy or professional customer service in this whole episode. No 'sorry for your efforts / sorry it was not mentioned that this product is to be kept in the fridge' or any comforting words of understanding or compensation that we had to drive all the way back to this shop before a flight. My sister even pointed out your code of conduct- stating very clearly that while 'Lush makes a profit, the customer is always right'. This is a blatant lie, and not what we experienced at all. Sadly, they will now obviously not be advocating this brand in Bloemfontein, as firstly this whole first Lush experience to them left a very sour taste, and secondly they simply do not trust that Lush products delivered to Bloemfontein will be in any usable state when they arrive via courier, unless there is a guarantee that they products are kept in a fridge. Also, I myself will never bring any friend of colleague into a Lush shop again, as I was deelply embarrased and upset about this horroble experience, which also wasted a lot of our time and emotion. So sadly, in their choosing to handle this case in this way where 'the Lush customer was clearly not trusted or respected', your VnA store manager, saleslady and area manager who was also consulted, have caused irreparable damage to the Lush SA brand, and have lost existing and prospecst customers - and an introduction into Bloemfontein. Very badly handled, Lush VnA.