I have recently switched to Elemis having been a La Mer customer for almost 20 years. I ordered the whole pro-collagen skincare regime across 3 orders to maximize the free gift offer. When purchasing I could not see a pro-collagen toner so ordered a different one. The day after placing the order I noticed Boots had it so purchased from there.
I contacted Elemis about returning the toner and they have informed me I will need to return the free gift as well as by returning the toner my order value falls slightly below the £135 threshold. This is despite having spent over £400 in total and having evidence of buying the toner from Boots. They do not have a replacement policy either (eh?) as would happily have bought body products and of course you cannot return anything opened/used.
As a new customer to Elemis this has really ruined my customer experience and if I hadn’t already used some of the products I would be returning the whole lot. I appreciate there needs to be a policy in place but exceptions should sometimes be made. I cannot see me being a loyal customer given my poor experience.
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