Customer Care

[mollypup]

I just recieved my first shipment of the 3 pc Elemis Collection. Half of the Cleansing Balm has leaked in the box leaving about 2/3 of the jar left but it is half liquid and half balm. Is it spoiled now or can I still use it? If I return it it will take another 10-15 days beside the time it took to get it in the first place. I really want to like this but it starting out to not be a pleasant experience.

[makena]

I wouldn't think it would be spoiled but if you paid for a full jar that's what you should have.  Call CS and they may tell you to keep it but possibly can send you a new jar.  It doesn't hurt to ask; otherwise, you will have to return the entire kit.

[makena]

@mollypup also, I found it odd that none of the three items were sealed and the balm didn't even have a styrofoam cover on it.  Mine was melted a little because it sat on my front porch in the 85+ degree weather all day. 

[Diggerdan]

Same thing happened to me-I called CS-nice gentleman offered to send a credit back to my credit card for 1/3 of the total price of kit.....was a fair settlement for me & retained a happy customer for QVC!

[ruthbe]

I thought I heard them say on TV if the balm became liquid, put in fridge (could be another product.. not positive) .  You could try that if you haven't put in trash yet. 

[Susan-QVC]

@mollypup  I am so sorry to see that  your cleansing balm arrive leaking.  I am sending you an email regarding this.

Susan Q-Social

[mollypup]

Thank you all for your replies. I heard from Susan from CS and she is mailing me a new jar. I'm looking forward to using this new line and appreciate the rapid reply from her.  Thanks again everyone and have a good evening.