I would like to share an experience that occurred September 25, 2010, which I later discovered has happened to many consumers nationwide.
While shopping at Ontario Mills Mall, I was approached by a saleswoman from an Oro Gold Cosmetics vendor cart. The saleswoman introduced herself as "Dana" and continued with a product demonstration. Dana was extremely flirtatious and began rubbing various cremes on my arms and face. I was interested in the products but wanted to comparison shop online prior to making any purchase. Dana explicitly stated the products could be returned for any reason and stressed a "money back guarantee" at least three times during the product demonstration.
The chair, in which I was positioned during the entire demonstration, was facing away from the cash register. Dana grabbed the six products and walked behind me to hand-write my invoice. I turned and asked, "Wait, how much is the total?". Dana needed some time to calculate the total and responded, "$360". She failed to mention the additional $31.50 in tax.
I stood and handed Dana my credit card. She swiped my Visa and then asked me to step over to the cash register area to sign the receipt. After collecting the merchant copy, Dana opened a drawer beneath the register, pulled out a stamp and inked the hand-written invoice "NO REFUNDS". I immediately protested to her trickery but she insisted that I take the products home first, then if I changed my mind to call the number on the credit card receipt and she would refund my money.
I didn't feel good about this purchase and continued to walk through the mall. After rounding a corner, a saleswoman from another Dead Sea cosmetics cart literally jumped in front of me. Before I had a chance to object, this woman was digging through my Oro Gold bag questioning why I bought certain products and how much I paid. She asked, "Who sold you, Dana or (male employee's name)?". Apparently these two carts are operated by the same owner. Appalled by her crude behavior, I immediately walked out of the mall without shopping at my intended destinations.
Not certain of how to directly contact the owner of that particular Oro Gold cart, I contacted Ontario Mills management and explained the incident. XXXX from Simon Malls replied to my email and offered to handle a refund on my behalf. The owner eventually responded to Ms. XXXX but refused to offer a full refund -- oddly, just $100 for the return of two products which I purchased for $240 combined.
I declined the offer and met with Ms. XXXX the next day to retrieve my products. Ms. XXXX said that she viewed the actual, signed credit card receipt and there was finely printed, "NO REFUNDS". In addition to the receipt, Ms. XXXX said there was a framed sign with their return policy behind the cash register -- which I was intentionally kept from facing in the chair. I realize my eyes were focused downward while signing the credit card receipt but I only saw boxes of cosmetics behind the register, where Ms. XXXX claims their framed sign was displayed. Ms. XXXX seemed genuinely disappointed by my experience but since the vendor "completed their obligation to the consumer", according to mall policy, she could not force the owner to refund my $391.50.
I searched various consumer complaint websites for reports of unethical behavior by Oro Gold or other Dead Sea product vendors. Below are just a sample of complaints found online:
"I was given a different receipt from the one I had signed, and the print on the bottom was so small...he became aggressive and insulting... telling me it's not his fault I could not afford the product" -- http://www.ripoffreport.com/beauty-products/seacret-spa/seacret-spa-dead-sea-spa-dece-f6ee6.htm
"Purposely keeping you on one side of the kiosk, away from the No Returns or Refunds sign...the kiosk had marked up the price over 475%...I expect vendors to be better screened by the mall management" -- http://www.ripoffreport.com/kiosks/etre-dead-sea-produc/etre-dead-sea-products-the-n-328m9.htm
"seriously aggressive sales tactics...bagging products that I did not agree to buy...her most intimate parts against my knee" -- http://www.ripoffreport.com/beauty-salons/etre-dead-sea-produc/etre-dead-sea-products-galle-cdd79.htm
The underhanded techniques from Oro Gold, Vivo Per Lei, Premiere Dead Sea, Seacret Spa and other Dead Sea vendors in shopping malls are identical. If these vendors conducted business on a public sidewalk, similar tactics and reassurance of a refund for any reason would not garner the same trust. Shopping malls give these kiosks a shelter of integrity, yet management is unwilling to take corrective action or even ban them entirely.
It is unlikely that I will ever receive a refund but informing the public may encourage area malls to increase consumer protection from these unethical vendors and more importantly, remind shoppers to always believe the fine print not the persuasive salesperson.
I greatly appreciate your time and consideration.
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