Kanebo Coffret Dor Eyeliner Cream

I purchased one Coffret Dor eyeliner cream, which caused me to have a severe eye infection. Thus, I wrote an email to the company’s public relations officer. Hopefully I could get some sort of refund or compensation. Here is it.
To whom it may concern,
I purchased one Coffret Dor Eyeliner cream from OG Somerset. However, I found the powder always went into my eyes. Last Nov, it caused me to have a severe eye infection and I spent more than $80 and took almost one week of medical leave before I was able to fully recover. I sincerely hope that something can be done to help me as I still left almost the full bottle. I wish I may be refunded or at least allow to exchange the product for another one.
Your kind concideration will be highly appreciated.
Your faithful customer
Jenny

I received reply from Mr Koh of that company. She said she would try her best to settle this. But she also demanded for the receipt or medical bill. I told her it was quite some time ago and normally I don’t have the habit of keeping my receipts. As for medical certificate, it is understood that we need to submit to our company while applying for medical leave. Since I have the full package to show that the product was their company’s, what’s the point of asking for other supporting documents? She agreed to help and told me to give her some more time since it was just before the Chinese New Year.

Today however, I received the reply which surprised me. It was like this.

Dear Jenny,
Happy New Year.
Thank you for your patience.
As much as I will want to consider reviewing your request, however due to lack of supporting purchase documents &/or medical certificate, I regret to inform that I am not able to proceed further.
I seek your kind understanding to this.
However having said so, I have contacted Japan pertaining to this incident and have made arrangement to send the product back for a lab test to ascertain the cause of your said infection and for further investigation. I will then inform you of the outcome and offer an alternative resolution.
I will need your assistance to bring the product (together with the packaging) back to any of our counters at your earliest convenience for this arrangement.
Jenny, please advise which counter you will be visiting and when is it likely to be so that I can inform my Consultant to attend to you.
Please feel free to contact me at 6290 2064 for further clarifications if required.
With Regards,
Cheryl

I was very unhappy and replied as follow:

Hi, Ms Koh,
I believe it is ridiculous that I have not been refunded, I simply bring the product back to your sales counter. That means I need to pay some extra (say the transport) for the result that had already been decided. Since just now you have already mentioned that you will not be able to proceed, I would rather settle the issue myself by posting this issue to internet including my own website and Facebook etc to seek support from the public. I think I need to say that the worst case scenario this may become a court case. I need that as my proof. I do not understand why you need a purchasing document as it shows strongly that it is your product and really sold by you. So let the public decide.
Jenny

We reached the agreement finally. She came to collect that eyeliner cream from my office. She told me she would sent it to Japan for further testing and kept me posted. Meanwhile she gave me some sample of their other products.

On 22 of March, I received a call from her, said that the company was willing to give me a lipstick as the compensation. I’m quite happy about the result. It at least shows that the company is really concerning about their customers. Their other products like lipstick, eye shadow, foundation etc are quite good. I’ll continue to support their products.

On 19th of April, she came to my company and delivered the lipstick to me personally. It’s a nice piece. I’m happy that it’s finally a happy ending.