Health Shoppe

By far, the worst experience I had with a store. Here is what happened:

I purchased a 30$ product (Derma E Firming Moisturizer) on February 9th, 2018. Total price came to 33.89$. Upon purchase, Nadia indicated that it can be returned if it didn't meet expectations (e.g., rash develops).
After trying the product, a rash did develop and on February 13th, 2018 at 11:30 AM my husband tried returning the product (with receipt). At first, Nedia indicated that she would return it and refund me in Cash, as I paid in Cash, but she had to go through the "envelopes", which she said she stores payments in. She reached down behind the counter and takes out a box, filled with envelopes and suggested I come back in about 15 minutes. I asked about closing time and indicated I would return around 3 PM. She said to leave the product and receipt at her store.
Around 3:30 PM I returned and another lady was there. As I entered the store, Nadia tole me to grab my product and leave as she will not provide a refund. After questioning why, Nadia indicated that she called the supplier and that because the supplier will not refund her, she will not refund me. She also said that I should call the company and negotiate a refund (see number on brown bag in picture). I replied that I'm Health Shoppe's customer, not Derma E. She indicated that it is not her problem and that she is not willing to refund me. I indicated this is not a way to do business, Health Shoppe would be losing a customer, especially after Nedia guaranteed a refund at time of purchase. She said she is "fine with this fact and can live with it". I indicated to Nedia, "you were looking for cash [envelopes] this morning and confirmed that you would return it". She aggressively and rudely replied: "I will not return your product, grab the product and leave".

These are the issues:
1. Nedia promised to return the product and provide a refund if there was an issue with the product (which there was)
2. Nedia initially committed to returning the product at 11:30 AM and said to return at a later time to collect the money (as per her advice, I left the product behind)
3. Nedia did not fulfill the commitment as per point 2 above.
4. Nedia is willing to live with the fact that she lost a customer and by extension, business. Nedia admitted to this when I asked: You do know you are losing a customer because you broke your promise. She responded, "Yes, I can live with it"
5. Nedia was aggressive, telling me to grab my item and leave the store, further emphasizing point 4 above.
6. Nedia misdirected the customer (myself) by suggesting to call the company and get a refund, although she had already called and the company (Derma E) and they did not refund her
7. Nedia bullied the customer: I asked her: "Nedia, you do know you are having the customer [Me] bear the entire transaction in this instance, when it is your fault that you did not work it out with Derma E, right"? She replied, "Yes" and that she will not refund me “at all”.
8. Her Colleague and unethical practice: Her colleague supported Nedia with this decision. The staff should support each other make ethical decisions.

In short, Nedia was not ethical in her dealings with me. Further, her colleague did not do anything to prevent Nedia from dealing unethically. I would no recommend this shop to anyone, not because of the poor product, but specifically because of Nedia and her inability to fulfill a promise and commitment. Finally, I do not recommend this Shoppe because Nedia and her colleague simply don't care. Stay away from this store.

Nedia and colleague, I am still open to resolving this issue, should you reflect on what happened and change your mind. I am your customer, not Derma E. Sure it was a $30 product, but is $30 worth bullying me, breaking your promise, unfulfilling your commitment, acting unethically, tarnishing your reputation, and losing future potential sales and profit? Again, I'm willing to talk and come to a solution, reach out if you truly care about your customers.

All the best,