Zanele C

Careless customer care and products resulting in allergic reactions

Dear Bassant and the Eucerin Team, I'm writing to express my extreme frustration and disappointment with how my case was handled regarding the adverse reaction I experienced with your product. I purchased four Eucerin products, which caused an allergic reaction, resulting in visible ****les and dark marks on my face. Despite attempting an elimination process, I couldn't identify the specific product causing the reaction. After reporting the incident, I was asked to complete a lengthy questionnaire, provide personal information, and submit photos of my reaction, products, and receipt. However, instead of receiving a resolution, I got a survey to rate my experience. When I followed up, I was told that some information was missing and asked to resend it. After doing so, I received a dismissive email stating that Eucerin products are thoroughly tested, and any allergic reaction cannot be resolved, as it's the customer's choice to purchase the products. I have several unanswered questions: 1. Why wasn't I informed of this from the outset? 2. What was the purpose of the questionnaire? 3. Why did you request time to investigate my case, only to provide a generic response? This experience has left a sour taste, and I feel my time was wasted. It's not about monetary value; it's about customer experience. I hope the brand treats other customers better. I'm sharing my experience so others are aware of how Eucerin handles similar cases. Sincerely,