I contacted SundayRiley on 16th January, after purchasing a collection from QVC which had the ice moisturiser in. Naturally contacted QVC first explained the issue I had with the moisturiser feeling like an exfoliation having lots of grains in it. Qvc we’re still awaiting a response from Sunday Riley so I decided to email SR myself.I explained the problem with the cream having grains in it and it feeling more like an exfoliation rather than a moisturiser, also giving them the batch number.I received an email back pretty quickly, from Victoria, saying that their products go through a testing process and that she’s sure “I’ll still get amazing results from using this product” and if I wasn’t happy I should contact qvc, I had already explained I’d contacted qvc that were still awaiting a response from SR.I was disgusted that this company had expected a customer to continue using a product with the problem of grain in the moisturiser, I know another customer of qvc also had the same issue, with the same batch code, so I know it wasn’t isolated to my product. To be so arrogant and not be apologetic about a possible problem with their product of ice moisturiser, I was shocked, and to expect a customer to continue using it, not knowing what these grains were, I was astounded by the couldn’t care less attitude.Qvc were great and sent me another collection and arranged for the obvious faulty one to be returned to them. The new ice moisturiser that was sent has a different batch number and is grain free.This has really surprised me about this company and after such poor communication through customer services, not even recognising a problem, it’s made me question do I want to continue to fund a company like this by buying their products, the answer is no, dreadful customer services, totally unacceptable and irresponsible response to my query.
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