Kerastase sent me an incorrect hair product, which I returned via the US Postal Service...

GetHuman-mlitrent's customer service issue with L'Oreal from December 2018

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Kerastase sent me an incorrect hair product, which I returned via the US Postal Service. Kerastase refunded the cost of the item, but has said company policy is NOT TO REFUND cost of the return, although the Kerastase phone rep acknowledged the error was theirs! The cost of the return is $*.**, not a huge amount, but it is wrong that the consumer should pay for the company’s admitted mistake. According to the L’Oreal corporate statement concerning ethical behavior, L’Oreal strives to, “...(We) place great value on honesty and clarity: our consumer advertising is based on proven performance and scienti*c data. We are committed to building strong and lasting relationships with our customers and our suppliers, founded on trust and mutual bene*t.”*I am asking for a refund of $*.**, which is only reasonable. Thank you
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Customer service issue
Reported by GetHuman-mlitrent
Dec 7th, 2018 - 5 mons ago
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Seen by 6 customers so far
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GetHuman-mlitrent started working on this issue
Dec 7th, 2018 9:49pm