Dry Mascara

I purchased an Essence mascara at Clicks on 13 January, taking advantage of a promotion advertised in-store. Unfortunately, my experience has been disappointing because the mascara was extremely dry, as if it had been opened or used before purchase.

On 26 January, I submitted a formal complaint regarding the product to essence website and the promotion, but to date, I have not received any acknowledgement or feedback from them.

It is unacceptable for a customer query to go unanswered for this long. At the very least, I expected a confirmation of receipt or an update on the progress of my complaint. This lack of communication reflects poorly on the standard of customer service.

I truly hope Essence beauty improves its response times and provides better support to customers who raise concerns. As a loyal shopper, I am disappointed by this experience.