Please or to access all these features

Add post

Watch this thread

Save thread

Start a new thread

Flip thread

Hide thread

My feed

Active Unanswered threads

Getting started FAQ's

Unanswered threads Acronyms Talk guidelines

Hide shortcut buttons

Talk

Style and beauty

Looking for style advice? Chat all about it here. For the latest discounts on fashion and beauty, sign up for Mumsnet Moneysaver emails.

Flip

Original poster

Can I take a Chanel lipgloss back to the shop? they mis-sold it.

18 replies

PavlovtheCat · 30/12/2011 17:21

DH took my fave ever lipgloss container to Chanel so he could get the same colour, or close to it. It has it's product number thing on it, which is why he took it, so he would not make a mistake.

He asked for advice, showed the woman on the chanel counter in debenhams the lipgloss I had, and asked to match it as closely as possible. The woman was rude to him, but, he was keen to get this for me as it was my wedding lipgloss and I am all out, he knows this was my fave.

So, he was very very pleased with himself, but the colour is wrong. It is not a slightly different shade, it is completely wrong. The one I had was dark red/pink with flecks of dark sparkle in. This one is pale pink with white sparkles in.

I tried it, as he was so impressed with himself, and it is no different to any of my other daily lipglosses, it has no colour at all, just a bit of sparkle. Nice enough, but not what either he or I wanted to have, I have this colour already in another make. I have of course told him that despite it being the wrong colour I do like it, which is not untrue, but it is not like it cost a fiver and I get another one.

Can I take it back with the old one and tell them what has happened? DH said he did think it was lighter than the other one as it looked lighter than the tiny bit left in the pot, but the sales woman indicated it just looked different because it was full.

OP posts:

ameliagrey · 30/12/2011 17:37

well what do the numbers say? Are they similar so that a mistake was made?

If so and you have the receipt I'd take it back- and don't say you have tried it.

mosschops30 · 30/12/2011 17:42

I would say no.

Oh and youve opened it and tried it.

This is why i buy all my own make up for xmas then dh only has to wrap it

Original poster

PavlovtheCat · 30/12/2011 17:45

107 is the one i wanted. 156 is the one he was sold.

OP posts:

BelleDameSansMerci · 30/12/2011 17:45

I've always found the premium brand counters really willing to take back or exchange. I'd take it back - what have you got to lose?

Original poster

PavlovtheCat · 30/12/2011 17:47

apparantly the woman said 'we don't sell that one any more' and gave him the other one. DH said 'that seems a little light' and she said 'well this is what we have, do you want it or not?'

OP posts:

ameliagrey · 30/12/2011 17:48

Hmmmmmmmm..............if the one you wanted is discontinued that's different. it was his mistake to buy it if that was explained to him.

Original poster

PavlovtheCat · 30/12/2011 17:49

belle oh so it might be worth asking them? I have just emailed chanel directly, see if they have anything to say. I have several bits of chanel make-up which I quite like and would have been replacing as it runs out, but...my skin has changed since DS was born so would need different foundation for example, not happy to do so if I am not sure they will sell me what I actually need and would make me feel happy.

Last time I bought all my make-up at Chanel I felt lovely and pampered as they took a large chunk of my cash

OP posts:

Original poster

PavlovtheCat · 30/12/2011 17:52

amelia. He asked if she could help him match it, and the colours are completely completely different. Since then, I have had a nose and there at 3 colours that are a close match. The one he bought is generic.

what is the point in having this level of 'service' from 'experienced' customer sales advisors if they just sell you anything, when you seek advice?

So, yes technically it is his fault for buying the 'wrong' colour. But he did not pick the wrong colour, he was told this was the closest match and it was absolutely not.

OP posts:

Catslikehats · 30/12/2011 17:53

Agree premium counters are usually really happy to exchange if there has been an error or if not a letter to head office usually does the trick (I was mistakenly sold some clarins cream, didn't realise until I had used it and counter wouldn't exchange - don't think my being about 18 at the time helped- wrote to HO and received exactly what I wanted plus some other goodies)

Nevergarglebrandybutter · 30/12/2011 17:54

i think it's worth asking but try not to be too disappointed if you don't get an exchange.

BellaVita · 30/12/2011 17:56

I would ask, nothing to lose.

Original poster

PavlovtheCat · 30/12/2011 17:56

Well, i will be disappointed though, because DH tried hard to get it right, he could not have done any more than this other than have me buy it myself, and he wanted to surprise me as I was sad I was out of the other one, and it was wedding gloss. So yes I will be disappointed, but will have to accept that I have yet another lovely expensive generic sparkly lipgloss and wear it every day.

And I won't buy at Chanel again. But I will at least try it and see what they say.

OP posts:

ameliagrey · 30/12/2011 18:05

go and ask. maybe the miserable cow asst will be on her day off.

Nevergarglebrandybutter · 30/12/2011 18:06

write to head office pav. you have a point. lazy arsed 'expert' should have made more effort.

emsyj · 30/12/2011 18:15

I have returned a foundation to Chanel after using it and finding that I didn't like it. They exchanged it. You should be fine. I find the service varies to a huge extent on the beauty counters - from outright rude to fabulous, friendly and tons of free samples ahoy. It's weird because I am pretty sure they are all required to meet sales targets and you would think that would be easier to do if you were nice to your customers and they returned for repeat purchases!

BelleDameSansMerci · 30/12/2011 19:50

Sorry to have disappeared... I've returned a used foundation too. Definitely think it's worth trying.

Gillybobs · 30/12/2011 20:09

Ive had similar issues on 2 occasions in the past, once with Estee Lauder and once Clinique. In both instances I emailed customer care and was sent a free replacement product. I dont think you should go to the hassle or expense of travelling to the counter again, just email them, expressing your disappointment etc etc

warmandwooly · 30/12/2011 20:18

I would say it depends on the SA's tbh.
Slightly off topic but I bought the wrong moisturiser at space NK and they happily exchanged it ( with me paying the difference). Top customer service!

Flip