Allergy to branded product
A customer has contacted me to say she has had an allergic reaction to a branded cosmetic , what is the best way to respond to this ?
21 replies
Seller_duQrLNYLrfzsq
She can’t return an opened cosmetic product. Tell her you sympathise, but unfortunately there’s nothing you can do about it.
Some people take the biscuit. I had an allergic reaction to Tesco’s blackcurrant cheesecake once, I didn’t expect them to refund the product. She’s trying it on.
Seller_77IcbQKVGdZo0
Not much you can do.
If it is a branded product I would just refer them to the brand owner.
Seller_2BrPSydGy6oyq
Advise that you are sorry to hear that, but as you are not medically qualified to offer advice and don’t manufacturer the product yourself, perhaps they may wish to contact Customer Services of the brand (include contact details if you have them).
Seller_YbJ8Q0qIDipRZ
Many thanks for the helpful advice I have already asked the seller for further details but haven’t had a reply yet so hope my message isn’t sat in her junk mail as often happens.
Seller_MKi6wqe68YZuu
Have you got public liability insurance?
Seller_L0eAkQPZlhUSu
i would tell her to consult her GP, then expect and a-z claim from her
Seller_YG9h4AQdoZCkr
I thought public liability only covered injuries incurred when someone is on your business premises? At least that’s what our PL insurance covers…
EDIT: Ahh after looking online I can see some PL does cover products supplied. Ours (for a separate aspect of our business) does not I think which is why I was confused.
Edited by: ManintheHighCastle on Jan 4, 2018 8:49 AM
Seller_A5tvj9oaXbKrt
That’s way more eventful than my Pepsi allergy (horrendous migraines, have to drink JD and Dry these days 
)
Seller_qgh5secPkqzv5
Although you cannot return cosmetics (opened or not) for a change of mind, you can if they are not fit for purpose (allergy) or mis-sold through their description. The allergy bit is easily open to abuse but that does not mean your customer is not genuine.
You should be able to get your own money back from your own supplier in the case of unfitness but they might require ‘proof’ (doctor’s note, photo) so check with them.
Personally I would apologise and refund then try to recoup the fund from the supplier. I would also double check the Amazon page description and make sure the correct ingredients are listed on all products you sell. But I would also make a note of the customer’s details and what product she/he reacted to.
As someone who has had massive reactions to cosmetics/cleaning products/clothes dye even etc, I am very cautious when purchasing things and checking the labels. Nonetheless reactions still happen. And I remain a faithful customers to companies that deal graciously with it.
Seller_hC0hNVDuILaKO
In the case of a known allergy then obviously the buyer should take precautions, but don’t forget some ingredients have several different names, which the buyer may not be aware of.
Public/Product liability insurance should be a must have item for retailers of almost any item because the costs of just one claim would be more than the years insurance cost and there are very few products, if any, that have no conceivable risk factor of any sort, whether it be broken glass, reaction to an ingredient, or reaction to or injury from chemicals or toxins within or on the item.
