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The Foundation Saga Continues

A few of my readers have been in touch asking what’s happened with Guerlain – would they refund me? I have an update today, so will fill in those that are interested…

You may remember that I took my foundation back to a different John Lewis to the one I’d purchased from, without a receipt? The sales assistant there (Bluewater) seemed lovely – she told me that she would call me in a few days time to see how I was getting on with the samples she’d given me and to book me in for a consultation (this was 3 weeks ago and I am still waiting for that call!) She also told me that without a receipt I couldn’t get a refund, because of John Lewis policy, but if I was to take it back to Watford, where I’d bought it, I’d be able to get a refund.

Watford is a bit of a trek for me so I decided to try calling Head Office first. They were polite but blunt and told me that they would send me the necessary labels to send my foundation back to them, but they would only be able to offer me an exchange rather than refund. This wasn’t the ideal as there’s nothing else I want from them at the moment, but better than nothing so I asked for them to send them – they arrived the following day.

Today I needed a few bits so decided to go to Watford, to take the foundation with me. The SA was on lunch and the manager couldn’t help me so I was told to go away and shop and come back last thing before I was to leave. Once I returned she told me she could only exchange me the item seeing as I don’t have a receipt! Arrghhh! I told her what I’d been told at Bluewater, she said I should take it up with her then as she had told me wrong. In the end I kicked up such a fuss that she rang Head Office herself and arranged for them to send me a refund direct. She said they could have done this in the first place.

So that’s where I’m at. And I won’t be buying Guerlain for a while while I calm down!


  1. Anonymous
    September 23, 2010 / 8:24 pm

    What a palava, at least you will have your money back eventually, but not your inconvenience or rushing around trying to get it sorted. Not suprised that Guerlain is not top of your makeup brand list at the moment! The search for a foundation is long and fraught, and I wish you lots of luck with it. Thanks for posting about this. Jan x

  2. October 5, 2010 / 8:20 pm

    That's so annoying! From personal experience and from reading others, they can be a difficult counter to deal with.
    Jane x

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