Faces Canada — Eyeliners free item delivery issues

Address: Ground Floor Tower –A, The Presidency, 46/4 Mehrauli Gurugram Road, Sector 14, Gurgaon / Gurugram Haryana, 122001

Website: www.facescanada.com/pages/contact

I had a made a purchase of 2 magnet eyes color kajal which had a promo of buy 2 get 1 more free. I have made a purchase of 2 but the free item was not delivered. The other product Fresh eyes was also purchased. On wrting to customer care and asking to kindly check on this and let me know as to why the free item wasn't delivered to me.

There response is as below:

We like to inform you that Buy 2 Get 1 offer, there need to be 3 products added to the cart at the time of the delivery. as there were only 2 products in the cart, the order is not eligible for the offer.

The moment i clicked the 3rd one it was adding amount hence opted for 2 thinking they will send the 3rd one as it is free item.

I had also asked for return since there was no free item delivery. The company responds as below:

We wish to inform you that the product delivered to you is as per the order placed and is not eligible for return or exchange due to hygiene reasons. Hence, we would not be able to honor your request for a replacement/exchange/return..

On me mentioning, Why is it not eligible? i have not opened the product and it stays as is. I need refund or send me the free product, They respond as below:

We wish to inform you that a return/ replacement can be processed only for missing/wrong/expired/damaged products.

As the product delivered to you is as per the order placed, we would not be able to honor your request for a replacement.

I wrote them back as below:

But why was there not a disclaimer that the customer has to select the third free item as well.

Isn't that misleading a customer? Thats insane and since the moment I received the good I have been sending msgs and mailers..

I need a resolution one you deliver the free item or pick up the items as return due to misleading information. Else I will hv to go to consumer court and look for my justice from them and the same will be mentioned in social media sites too as I hv all of the proofs.

They have automated message sent back as below:

Thank you for contacting us.

We wish to inform you that the product delivered to you is as per the order placed and is not eligible for return or exchange due to hygiene reasons. Hence, we would not be able to honor your request for a replacement/exchange/return..

These people are cheating publics. Kindly take severe action.