3 On Your Side

Valley woman says she's denied $1,300 refund despite 'full refund' policy

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(3 ON YOUR SIDE) -

What started out as a simple request for a refund sent employees at a makeup kiosk scattering inside a Valley mall.

Jerdee does what she can to help herself look vibrant and said on a recent trip to the mall, she found herself talking to the same employee who sells makeup made by a company called Lionesse.

"He says, 'Oh my love. Come over here. Let me show you this product that can help you stay beautiful,'" Jerdee said.

She said after having some of the makeup products applied at the kiosk by that employee, she wound up making two purchases -- one for $300 -- and before she left, she said she was persuaded into making a second purchase for just over $1,000.

"The next thing I knew I was buying it -- $1,300 total," she said.

But the price didn't concern Jerdee at first because she snapped a picture of a sign at the kiosk that says, "Refund or Exchange within 30 days with receipt."

We asked how that sign played into her decision-making.

"Well, he told me I could get a full refund if I wasn't happy with it and bring it back," she said.

But, before she left, the employee used an ink pen to write instructions on the makeup boxes like use "once a week" or "every night" and another one said "every 3 weeks."

However, those instructions turned out to be detrimental because when Jerdee returned the very next day to get her $1,300 refunded for the unused products, she was refused because the products had been written on and were not "re-sellable."

In fact, we took a closer look at that refund sign and it does say "Product must be in re-sellable condition."

"And I said, 'Oh really? Well, who wrote on the inside of it on the lid?' And he said, 'I did.' And I said, 'Right, that means you defaced it, I didn't,'" Jerdee said.

Still, Jerdee said she was told she wouldn’t get a refund and was turned away. So, she got 3 On Your Side involved and a week later we went back to the kiosk with Jerdee for answers.

During our visit, we didn't see that refund sign clearly displayed, but we did have a picture of it and showed it to the same employee who sold Jerdee the merchandise. He’s also the same guy who wrote on the products with the ink pen. At first, he seemed helpful.

"Just let me call my manager, OK?" he said. 

But moments later, two female employees at the kiosk walked off into the mall and so did the guy who claimed to be calling his manager. 

We took off after them.

Mall security officers eventually showed up and mall management got involved.

The mall told 3 On Your Side that the refund sign is actually theirs and that all vendors in the mall must agree to a 30-day refund policy.

With their help, they told the employees to give Jerdee her $1,300 refund right in front of us. It’s money she says she wouldn't have received without our help.

"I love you guys. I think 3 On Your Side is great," she said. "You went the extra mile for me and I appreciate you getting my money back and it was actually a very fun experience."

Management at that makeup kiosk never did explain if their employees frequently use an ink pen to write on their products or if this was simply a one-time incident.

As for the company’s corporate office, no one ever responded to our inquiries.

Regardless, Jerdee is thrilled to get her $1,300 refunded.

Copyright 2017 KTVK (KPHO Broadcasting Corporation). All rights reserved.


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Gary HarperGary Harper is the senior consumer and investigative reporter for 3 On Your Side at KTVK-TV.

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Gary Harper
3 On Your Side

With more than 20 years of television experience, Gary has established himself as a leader in the industry when it comes to assisting viewers and resolving their consumer-related issues. His passion and enthusiasm have helped him earn an Emmy for Best Consumer Reporter from the National Academy of Television Arts and Sciences. He’s also garnered several Emmy nominations

He has negotiated resolutions with companies of all sizes, including some of the biggest corporations in the nation.

Gary has successfully recouped more than $1 million for viewers around the state, making 3 On Your Side one of the most popular segments on KTVK and the station's Web site.

He's best known for investigating and confronting unscrupulous contractors. In fact, many of his news reports have led to police investigations and jail time for those who were caught. Viewers, as well as the companies and people he investigates, regard him as consistently being thorough and fair.

Gary has been with KTVK-TV since 1997. Prior to his arrival in Phoenix, he worked for WZZM-TV in Grand Rapids, Michigan, where he was as an anchor and reporter.

Gary is from Chicago, but launched his television career in Lubbock, Texas, after earning a broadcast journalism degree from Texas Tech University. Following his graduation, he was quickly hired by KLBK-TV in Lubbock, where he enterprised and broke numerous exclusive reports. His aggressive reporting in Texas helped garner him Best Reporter by the Associated Press.

Gary has been married since 1994 and is the proud father of two sons. When he's not helping viewers, Gary is busy catching up on his favorite college and professional football teams as well as cheering on his beloved Texas Tech Red Raiders.

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