Chemist refused to sell my Mother make up. How odd?

[fortifiedwithtea]

DM a bit deaf but all her facilities and aged 85 .

She wanted to buy her granddaughter (my DD2) a lipstick for her birthday. DM went to a local independent chemist. The sort that stinks of perfume the moment you walk in. She explained to the sales assistant ( who mum presumed was the owner or manager ) that she was looking for a colour to suit someone with blonde hair, fair skin tone.

Assistant replied sorry I know this sounds awkward but we only serve people who have bought a product before as its caused problems in the past.

So mum went to Boots with the exist same request and was helped , no problem. Except now she is over thinking it and worrying the lipstick could cause God knows what skin allergy.

Does this sound really odd? I wondered if first shop thought she was buying for a child. Dd2 is 20 years old btw. Or do you think its because make up choice so personal its highly likely its not to daughter’s taste. But why should that be of any concern to the shop, everyone should know make up can not be returned.

To me its a weird business model only to sale products your customers have had before. How is business growth achieved if nobody tries anything new.?

That is bizarre!

I’d be ringing them for an explanation but I’m an arse like that

Yeah, ring them up and ask why.

She just couldn’t be arsed to help.

I’m old. I would have had an incontinent ‘accident’ on the shop floor and left.

Glad Mumsnet is thinking the same as me. Yes am tempted to phone after I’ve had my lunch

Did she definitely hear what the person said? If she’s pretty deaf is it not more likely she misunderstood the reason. It makes no sense at all.

The "grandchild is a small child" thing sounds the most likely explanation, if only because I can't think of any other.

@Baconand mum didn’t have any communication problems in Boots

My guess is the independent chemist has had people trying to return unwanted presents and causing a fuss when they can't. Whereas if you go in knowing exactly what you want, they know it will be 'wanted' iyswim?

That doesn't sound very likely. What kind of shop assistant has strange excuses ready for when they don't want to serve someone?

Maybe it's to do with not being able to refund make up products and they are trying to save customers money if it's not suitable

I wonder if someone had an allergic reaction and made such a hassle for them they've put a ridiculous rule in place?

It’s probably because she’s telling them she is buying for someone else. They won’t the argument with your DD if she tries to take it back. You know it can’t be returned, but I can guarantee some people would try and be really shitty about it.

Snap @TeenDivided 😀

That's really bizarre. I live in a tiny town with an independent chemist like the one you describe but I can't imagine them ever saying something like that or behaving in that way. Your poor mum - I hope she wasn't left feeling too humiliated or upset.

It almost sounds like a bit of a UK small-town version of that scene in Pretty Woman where the snooty shop staff wouldn't serve Vivian.

This was my thought. A bit like how a hairdresser won't dye your hair until you've had a patch test, maybe the chemist won't sell you make up until you've done an allergy test.

Overkill? Yes. Worth it for the lack of fuss when people complain? Perhaps.

I don't think it's a blanket "can't have unless previously bought" but a "we won't suggest colours or products to give as a gift - you need to know what the recipient wants to stop returns"

Too curious not to find out now but the phone is engaged. Blurb on Google says the chemist has been in business 50. I can believe that it was there when I was a child. Has eight 5 star reviews. Top comments always helpful and never pushy

How very bizarre indeed. I might ask the pharmacy manager to explain that business decision.

How can someone have bought something before if they won't sell to them in the first place?

Could it be that lipstick on a 2 year old could be problematic (them eating it - like my son ate mine!?

Ok I got through, asked what is your policy when customers want to buy make up for someone else? Baffled lady on phone there should not be any issue. Explained what mum had told me.

Lady at shop taken my name and phone number and promised to do some fact finding as they pride themselves on good customer service and apologised for how mum was treated.

I will post if they call back .

I think possible mistaken identity - maybe there is a woman who is similar looking to your mother who is an awkward customer?

I can't wait to hear their explanation