To stand my ground with Estée Lauder customer services…

[Uffizi1]

i bought a 500ml decanter of perfume at ridiculous expense, but I love it and it works out hugely cheaper than buying 50ml bottles. The shop posted it to me and on receipt I found it was leaking. Unfortunately I discovered this after it’d been sitting in my kitchen table, the surface of which it’s wrecked. I was v grumpy and called the store who just gave me the Estée Lauder customer services number and washed their hands of me. Estée Lauder won’t do anything at all unless I post it to them, but I can’t, it’s leaking and because it’s alcohol classed as a flammable hazardous material. They won’t collect it. Do I have any redress here? Or do I just accept 500 quid slowly seeping away down my drain? I haven’t opened the box. Thank you!

Just keep fighting. Section 75?

take it back to the shop in person?
post it anyway
Trading standard?

@CluelessAtClothing heading to look that up…

Can you ask them if you you could recant it into say an empty water bottle?

Claim it back on your credit card. You do have to try to get your money back from the retailer first so hang into all emails

Doh. Decant.

Your contract is with the shop. They should deal with it.

You definitely have options. The law is on your side here.

Post it anyway. Put it in a watertight container and then a plastic bag and send it special delivery.

Your contract is with the retailer you bought it from, not Estée Lauder, it’s them you should stand your ground with!

Can't you put it in a sealed box and post it with a hazmat label.

It's OK to post perfume if correctly labelled

@sittingonacornflake well now the reason I’m not doing that is because they won’t believe the item damaged on receipt if I open it. They’ll just assume I decanted with a view to gain a freebie. My only proof of damage is that I’ve not opened it. That would be a doh.

@Mummieslncorporated thanks for this, I will contact them again.

It's not the manufacturers problem your contract is with the shop/website that you bought it from and they are responsible for the cost of the repair to your table and replacing the perfume. Don't let them fob you off as all your legal rights are based on the contract you have with the seller not the manufacturer.
As for posting it back you put the bottle in a tupperware box.

thanks all, I’m very grateful

Do not open it. Keep fighting it - I’m a stickler for shit like this and generally win. Who did you buy it from? You need to quote them the law.

Email the CEO directly. Stand your ground, don't give up. I hate shit like this.

www.ceoemail.com/

Your contract is with the retailer you purchased from. I would wrap it in bubble wrap tight and repost back. Keep fighting it

I would wrap in bubble wrap with lots of tape and send it back.

This was my thought. Can you wrap it in loads of cling film or similar?

You are allowed to post perfume if it's in its original packaging. You should put a hazard label on the outer packet but you can download one. Just look up 'perfume in post label'.

Signed for delivery back to where you bought it from.

What's the damage to your table going to cost to fix?

If you do send it back I'd seal it I'm a zip lock bag so liquid is contained.

500ml? Had it already been rebottled by the store? Or the store had ordered it from their wholesale supplier?
I know you can get ginormous bottles of EL products (they're what stores use to fill testers usually) and wonder if that's why EL won't refund you- because really those sizes aren't supposed to be sold to the general customer.
I think you need to go back to the shop.

As others have said, the shop is at fault here not the mother company.
Presuming it's a large dept store with an EL concession- if the EL counter won't budge, go to the store manager.

Why are you letting the store fob you off?