Misleading and Non-Disclosure of Information

My husband visited the pavilion branch of Verimark on 15 August 2019.

His intention was to buy a gift for me – a hair removal product for the upper lip.

The sales lady advised him that the Flawless Brows product is also used for the upper lip. Without much experience, he listened to the sales person and bought the product.

When he gave me the gift on 16 August 2019, I advised him that the product was to be used for brows and not for the upper lip. We opened the box and even the leaflet on the inside of the product does not stipulate anything about use on the upper lip.

He then related what the sales person advised him of. In my opinion, this was a MISREPRESENTATION of the product and PROPER INFORMATION was NOT PROVIDED to my husband.

We visited the pavilion branch yesterday (18 August 2019) and I explained to the sales lady (Lauren) the issue at hand. She was quite disinterested and when I asked to speak to a Manager she said “No, there isn’t one and if you have a problem contact customer care” and provided us with a number.

I further explained to her that the receipt stipulates a 15 day money back guarantee. She then advised that this product could not be returned. I asked her as to why the terms and conditions were not explained to my husband as he was also under the impression that if I did not like the product it could be returned and she had the audacity to tell us that “we don’t provide this information to customers when it comes to all our products”. I found her attitude as a sales person to be arrogant and very unhelpful.

Selling a product to a customer without disclosing full details as well as advising that the product can be used for other purposes is very *********.

I have been a loyal and dedicated customer when it comes to purchasing Verimark products. I have never had any issues with returning products nor have I ever had any attitude issues from sales consultants.

I have also read up on Verimark’s Commitment to the Consumer Protection Act:

This we aim to uphold by adopting the following principles: • We commit to fair business practices in all our dealings with you. (this was not adhered to when the transaction was taking place – non-disclosure of information, misrepresentation, misleading the customer – very *********) • We will respect you as an individual and also respect your rights as a consumer. (we were not treated in a proper manner when we went back to the store) • We take note that you may be illiterate or inexperienced as a consumer and that you may not understand all details relating to particular goods. (my husband was clearly inexperienced in purchasing this product and asked the sales person for assistance – incorrect information was provided to him) • We will give you proper information on the goods we sell to you and will assist you to understand all important aspects relating to your purchases. (proper information of the product was not relayed to my husband, non-disclosure of money back guarantee regarding this product, misleading information regarding use of the product – very ********* principles used to make a “quick” sale) • We will treat you with dignity and respect. (In my opinion, we were not treated with same) • We guarantee you peace of mind. (definitely no peace of mind and will now think twice about purchasing products from Verimark due to this experience)

As a consumer you are entitled to certain rights, which we support as follows: • The right to information - Verimark will always provide you adequate information to put you in a position where you can make an informed decision on the goods you want to buy so you can make the correct decision. Although we may not always be in a position to address you in the language you speak at home, we will always try to explain all details to you in a simple and effective manner. Our advertising material will not intentionally be misleading. • The right of redress - As a consumer you have various options to address any dispute with us. However, we invite you to come and talk to us first if there is any problem you are experiencing as a result of your transaction with us. We commit to giving you the opportunity to be heard and will always try to come to a fair and reasonable settlement if there is a dispute.

• What if the goods are unsuitable for the purpose I initially bought them for? • If you indicated a particular purpose for which you intend using the goods to a salesperson who confirmed that you will be able to use the goods for that purpose, you may return the goods within 15 working days after you purchased them if it turns out that the goods are not suitable for the purpose you anticipated and indicated to the salesperson. • Subject to our rights in law to charge you for use and to get the goods fit for re-stocking, we will give you a refund.

I am a very dissatisfied customer and look forward to hearing from Verimark regarding this issue.