Carolyn W.
Product did not work and the refund was unnecessarily difficult to obtain
I purchased Studio Dermal’s Eye Tightener in good faith and was so convinced by the advertising that I ordered two. Unfortunately, despite following the instructions exactly, the product produced no tightening effect whatsoever. Rather than improving the bags beneath my eyes—which were not particularly bad to begin with—it actually made them look considerably worse. When I contacted Studio Dermal, they initially sent me further application instructions, all of which I had already followed. Nevertheless, I tried the product again, including applying it with their brush rather than my finger, but it still made no difference. I was then asked to provide photographs of the products and packaging, which I did. Everything was in excellent condition, I had only tried the product three or four times and still had the original packaging. Despite advertising a 30-day money-back guarantee, the company then told me that it could not refund an opened product. Quite how anyone is supposed to try the product without opening it remains a mystery. After several further emails and continued refusals, I advised Studio Dermal that I intended to refer the matter to Trading Standards and the Advertising Standards Authority, raise a dispute with my card provider and publish an honest account of both the product and my experience trying to obtain a refund. Only after this did the company agree to refund me, and I finally received the money today. I am pleased that the matter has now been resolved, but obtaining a refund under their advertised guarantee should never have required this amount of persistence.