Refuses to credit a Estee Lauder eyeliner pencil.

On the 26th of April 2015 my mum(Shanti Devi) purchased a Estee Lauder pencil from Edgars(P.M.B Liberty Mall) at 10-09am. When my mum arrived home she was not happy with the purchase because she felt it was a bit too expensive and told me to go credit it. On the 28th of April 2015 between 13:30 and 14:00 when i arrived at the store Shanice David(Beauty Advisor) told me that the pencil had been used and that they cannot credit it. The pencil however had not been used at all be me, which can only mean that it had been used prior to it been sold to me. Immediately I called my mum and Shanice spoke with her and told her that eye pencils are not credited as she felt it has been used. Despite my mum telling her that she hasn't used the pencil because at purchase the consultant on Sunday( I am unaware of her name) had sold her the pencil without checking it. Shanice did tell me she will call my mum later regarding the problem. Shanice did not contact my mum later so my mum took it upon herself to contact Shanice and Shanice stated that she would get her manager to call my mum and that too she failed to do. My mother is utterly digusted with Edgars service for selling her a used pencil.