Kay H.

I have ordered two creams, and they arrived frozen due to low temperate during a winter storm week. Avene used UPS Surepost as its delivery method. When UPS arrived in my town, it will transfer the package to USPS, and USPS will make the final delivery the next day. I guess the package was placing outside somewhere before USPS accepted it in the early morning. USPS delivered my package without knocking on the door, ringing my bell, or updating their tracking status. I don't know how long did the package wait outside, but the products were frozen. I placed the products in warm water for a while. Once I open the product and squeezed it, the cream burst out. Thus, I contacted Avene's customer service for a refund. The lady was not friendly and said I needed to provide evidence to PROVE that the cream content was separated and frozen before arranging any refund. Otherwise, I could return, but I need to follow avene.com's return policy, which states that the product has to be unopened and able to resell. At the same time, I need to ship the package back myself (they don't offer free returns). The lady also noted that Avene ships 100k packages countrywide per day, and my situation was not likely. I interpret this sentence as accusing me of lying. I did not take pictures when the product was in the frozen stage, and the cream was not separated after it was defrosted. However, I am super unsatisfied with my purchase and their customer service. I do not believe that it is my fault that the winter storm arrived during the shipping period, and I do not believe that it is my fault Avene choose to partner with UPS and USPS for an extra delivery day. I guess the customer service lady is racist, accusing me of lying based on my last name. Otherwise, once you paid your money, Avene simply does not care.