Appalling Customer Service

Absolutely disgustingly appalling customer service from Dermalogica! A brand that I have supported for the past two years and spend countless hard earned rands on! I called the customer service line to discuss a return on a face wash that has been going black and rancid. I spoke to Octavia in the operational customer service department and after explaining the full information to her, including the purchase date and product, I was instructed to go to the flagship store to return it and that the consultants would assist me there. I purchased this from Tygervalley and was told that it would be appropriate to go to Cavendish as this was closer to home for me currently. At that stage, I confirmed that was appropriate as I have had difficult experiences there before with poor service and was questioning whether that would be the case again. I was proven to be correct. After arriving at the store, and I called in advance to inform them I’d be arriving and was instructed to do so by the operations management team, the consultant on duty, Naomi, was rude, dismissive, unhelpful and very, very disrespectful. She requested a slip, which I have on email as I purchased this in Tygervalley. She did not even look at it and proceeded to tell me she could not return or exchange it even after I was told to go to the store in person. She said she doesn’t have authorisation. Why was I told to go in store if this was the case all along? I was sent here by Octavia. After providing all the relevant information, she was dismissive and asked who I had spoken to as if I was not telling the truth. She proceeded to mention that she is not aware of an Octavia and that she doesn’t think she works at Dermalogica anymore. I had literally spoken to her HOURS before that and the consultant dismissed that too. She was smirking, quite happy to be unhelpful, and rude. I told her I’d phone customer service back - which I did, and went through to Rolf, who proceeded to inform me he would speak to a manager to get authorisation after explaining the situation - he agreed to call me back. Now I have no waited 30-40 minutes, I proceeded back to the store and called Rolf again after not hearing back, he told me that a manager needs to call the store and that it would happen shortly. I continued to wait in store while the consultant questioned me as if I was lying, and I again showed her the proof I purchased it. Dermalogica products should last at least 12 months when stored properly - according to the website and information. This product did not last that time, yet, they recommend you purchase the bigger one as it lasts longer. However, the consultants in that EXACT store suggested an additional 2 cleanser products to my routine months before which I purchased to add to my routine based on recommendations from them. This is why things last - not because of any other reason. I stored it properly and I can prove that. For what you pay, and the service you receive, this is absolutely outrageous. After all the effort and waiting, the second manager phoned the store, Larissa, and the consultant literally walked outside of the store and left me completely unattended so she could have a private conversation. Prior to this, the phone rang after many attempts for me to connect the people at customer service with Naomi, and she had been waiting for the call and then proceeded to ignore the call as it came in due to the customer in front of her. With a smirk on her face, she declined the call and I had to AGAIN phone customer service to speak to Rolf at which point he then saw she was then trying to call him.

Disgusting service for products you pay an absolute fortune to buy and for them not to even last the expiration period is absolute insanity. After all this, I am NEVER going to recommend anyone to the Cavendish store and I expect to hear from customer service and the managers in question for wasting my time on this awful experience!! Rolf was kind and helpful, totally unacceptable that he is the only one who was willing to assist. Customers do NOT come first!!