Really not a pleasant or reassuring experience. Bought a perfect slim eyeliner and when I went to use it a couple of weeks later it was completely dry. It clearly had never had colour on it as even a pen past it's prime leaves a slight mark. This was totally dry. Contacted Loreal and this is when it became so complicated. Had to use a thing called Candex for a refund. Multiple forms to fill in and then they want your National Insurance number and bank details which I wasn't comfortable giving. When the process is complete it tells me that I'm the 'seller' and L'oreal is the 'buyer'. What happened to the days of user friendly refunds with no complexity for the buyer. I am 68 years old and rarely have to contact a make up company with a problem but the couple of times I have with other companies it has been stress free and reassuring. In addition the make up pens are never wrapped and so anyone browsing in store can test the pen on their hand or worse. Not impressed at all. Will look for an alternative in future and, having been a regular Garnier user, now seeing that it is in fact Loreal will cease using. They don't seem to value their customers.
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