Pathetic customer service

If you buy a beauty product at Woolworths, best pray that you never encounter any "quality" issue because if you do, you're on your own.

On the 3rd of November 2023, i bought the Marc Jacobs Perfect EDP 100ml, i used it and realized it didnt project well, nor does it last long. I tried it a couple of times and each time it was the same. I then decided to send a complaint to Woolworths on the 14th of November, one of their agents contacted me and asked me to take it to any Woolworths with a beauty section for the fragrance to be taken for quality testing. I did so on the 19th of November and took it to the Woolworths at Mall of Africa, upon receipt of it, the consultant told me id be contacted by a rep to let me know of the following steps. I sent the store an email following up and got no response, then sent an email to customer service on the 8th of December. Later on the same day, i missed a call from Woolworths MOA followed by an email as follows:

As per the images attaches the product in question was manufactured 11th November 2022, which means this product has been on shelf for 12 months. Please see extract from our Returns Policy. The efficacy and scent of each fragrance is influenced by many factors. It is often unique to each customer and can be affected by many things, including your diet or the PH balance of your skin. Based on this – we cannot guarantee the product performs the same across each individual. We will however be happy to replace your item if the product is more than 36 months old from the date it was purchased. We will not be crediting or replacing the product as it is not older than 36 months.

This was extremely disappointing because 1. There is no mention of the actual quality testing having taken place. 2. The response is purely a disclaimer of how a fragrance should perform, not this specific one and as a staunched perfume user, I am aware of the information im being given, my skin has never had performance issues with good quality fragrances. Furthermore, even though you wear a fragrance on your skin, it does transfer to your clothes where traces of it can be picked for days to months after the effect, this one didnt leave any trace. 3. If it only took a manufacturing date to determine the quality, why was I made to take the fragrance to the store which is definitely at a cost?

I called the customer Service and conveyed my disappointment and the gentleman asked me to send an email detailing my experience quoting ***-***, i did so on the same day (08 Dec). After over a month of not receiving feedback, i contacted Customer Service again today (16 Jan 2024) and was told my complained was closed with comments " Customer was contacted and explained to that there will be no refund from the brand".

At this point, it seems Woolworths just decided "let's ignore her until she goes away". Now that's The REAL Difference!!!!!!