My MAC return experience

Ok so I thought I would share you with you my experience of returning an item to MAC! I have read many times that MAC have a no quibble refund policy as long as it is within 28 days with receipt and original packaging.
So last week I approached an MUA about buying an under eye concealer. She used Select moisturecover on me and initially I was pleased with the result so I bought it!
When I got home 3 hours later it seemed to have disappeared! I wanted to give it a fair try so the next two mornings I used it and I really had to layer it on to get any kind of effect and it just seemed to sink into fine lines and make the whole area look worse!
So I went back in today and picked up a couple of other things and went to the till, I asked if I could return the item and the MUA looked horrified! She just kept saying “But you have used it” I had to say about ten times that I just wasn’t happy with it and I have much cheaper concealers that work better than this! She basically said no but I said that as far as I was aware the return policy was if something was not suitable you could return it! Anyway she went of to find a manager and meanwhile the queue behind me was getting longer and longer! To be honest I felt like just giving up and leaving but thought why should I! Anyway in the end she couldn’t find a manager so approached one of her colleagues who was a lovely girl, she came straight over and asked me why I wanted to return it and then with no fuss at all she turned round to the original MUA and said that it was absolutely fine to exchange it for something else! The MUA did apologise to me in the end!
This is the first time I have ever returned anything to MAC as I usually love everything I buy but hopefully if I ever have to again I will have a better experience!
Has anyone else encountered any problems returning stuff??