L'Oreal USA complaints

I ordered 2 shampoo and 2 conditioner and what I received was 3 shampoo. I called to report the missing items and extra shampoo and the first customer service representative told me they would refund me for the missing conditioner and to keep the 3 shampoo. I stated they were a gift and since their business was closed for the holidays I went and bought the correct items elsewhere and since I didn't receive the complete order I no longer needed what they sent. They said I would have to pay to ship the items back otherwise they are charging me for the shampoos and refunding the conditioner. The rep put a request for management to call me within 24 hrs and if I didn't hear from them to call back. I called back 48 hrs later since I did not hear from management and talked to John Karl another customer service rep. He stated since it was their mistake and I had to repurchase the items for a holiday gift he said to submit and photo of the products I received along with the invoice of what was suppose to be shipped. Once he verified my claim he stated verbally that I could keep the three shampoos since it was their mistake and I would be refunded the entire amt of $109.72. The following day i received an email from Pureology stating they refunded me half the amt totaling $54.86. I called back for the now 3rd time and spoke with another customer service rep and she stated that the system will only let them refund me $54.86 - she would not transfer me to a manager after I asked Resolution Sought I want my complete refund as I was assured I would get by John Karl Order # PUR_01141228.

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