I purchased some eye makeup remover from Shoppers Drug Mart. It was their own cosmetics brand (Quo) and has the same return policy as the Life brand (satisfaction guaranteed!). It did not work very well and it stung my eyes. I sent an email to the company and told them I would be returning the product. I never did hear back from anyone.
I went to Shoppers to return the makeup remover. The cashier seemed new and was not familiar with the return policy (something I'd assume is part of basic training). She commented that it was used (um, yes, that's how I know it stings my eyes!). The other problem was that I didn't have my receipt.
She called the manager, who was not familiar with the return policy, either. I had to quote from the company's website that I could return a Quo product without a receipt for a full return or exchange. The manager took my word for it but said I would have to come back between 9-5 and do the return with the cosmetics manager!
The experience was completely ridiculous - I threw out the product and never returned (I work between 9-5).
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