My First Purchase with Nars: Bad Experience and Mean Staff

Outlet: Pavilion Bukit Jalil

I bought a foundation on Tuesday, 23 July 2024. When the salesperson applied the foundation, the shade suited my skin. However, about an hour after returning home, I noticed the foundation had darkened on my skin. This was contrary to the product's claim of "lasting 16 hours without oxidizing."

After observing this for a few hours, I contacted the store for advice. I was told to search Google to confirm that the foundation does not oxidize. However, I discovered on social media that others had experienced similar issues, with feedback suggesting opting for a lighter shade. Since the receipt indicated exchanges are accepted within 7 days, I returned to the store the same day to request a lighter shade. However, her colleague only provided me with a sample of a lighter shade and asked me to try it at home.

On 27 July 2024, I returned to the store to exchange the foundation for a lighter shade. Unfortunately, my request was rejected. The staff were somewhat impatient and insisted I had agreed to the color at the time of purchase. However, I could not have foreseen that the foundation would darken on my skin after application, especially since they assured me it wouldn’t darken and would last for 16 hours. They also claimed exchanges are only allowed for damaged items, which contradicts the statement on the receipt: "No product exchanged if used or damaged."

On 28 July 2024, I went to the Sunway Pyramid outlet to try for an exchange. The staff there were helpful and tried to resolve my concerns, but they were unable to process the exchange because their system is different from the Pavilion Bukit Jalil outlet. They advised me to return to Pavilion Bukit Jalil. They confirmed that the company offers exchanges if the product is unused and undamaged, and I was fulfilling those conditions. They even consulted their manager for me. Later that night, I received a message from Pavilion Bukit Jalil offering to exchange the foundation. It was very time-consuming, as I had already visited twice for the exchange, only to be declined with a bad attitude.

On 29 July 2024, I went back to do the exchange. The shade I preferred was out of stock, so they exchanged it for another type. The same staff member who had previously served me tried to be nice this time. It was amusing when they mentioned they would cover the fee for the foundation pump of RM30 because of their mistake. I had bought the Sheer Glow foundation (Selling Price RM210), which automatically included a charge of RM240 because it required an extra pump for RM30. Due to the out-of-stock situation, they exchanged it for another type of foundation priced at RM225, which already included the pump. It seemed like they were trying to offset the RM30 difference in their system, not as “compensation”. I was too tired to continue discussing and made no further comment because it had already wasted so much of my time.

Additionally, their system was inefficient. Each time I made a purchase or exchange, I had to wait a long time at the cashier.