Bad Chanel perfume Bad customer service.

I bought a chanel product at chanel counter at woolworths Cavendish square which she found fragrance very weak and do not last. She always use chanel and was not happy as the sample she was given lasted longer than the actual fragrance. She took it back to store but they said they would se d it for testing and left her without perfume for a week and after query on status they told her the courier forgot to collect the perfume.I find this unacceptable and they should have refunded her or swapped the perfume instead as this could take some time .The feeling is that the perfume she was sold is not as demonstrated to her with the sample that was given .