Active since Jan 2025
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,