- TikTok creator Britney (@sortaspookymom) went viral after recounting an incident as a makeup store manager where a customer attempted to return seven used eyeliners past the return window.
- The shopper claimed the $20 products were a rip-off that only lasted a few uses, unaware that the gel pencil eyeliners needed to be sharpened rather than twisted up.
- The video garnered over 4.1 million views, sparking widespread discussion among retail workers and shoppers regarding cosmetic packaging confusion.
Viral TikTok Highlights Confusing Cosmetic Packaging and Retail Realities
Working behind the counter in retail cosmetics often comes with bizarre customer service encounters, but one former store manager’s story about a recurring beauty misconception has struck a chord online. Content creator Britney, known on TikTok as @sortaspookymom, shared an anecdote detailing a confrontation with an irate shopper over seven identical makeup items. The video resonated widely across the platform, amassing 4.1 million views and over 1,600 comments as viewers related to the amusing yet frustrating retail scenario.
In the video, Britney explains that she was summoned to the front of the store by an employee to assist a customer she referred to as Gertrude. The shopper was demanding a full refund for seven black eyeliners from the same beauty brand, despite all of the items being well outside the store’s designated return window. According to Britney, the customer was absolutely furious about the perceived value of the items she had purchased.
Britney described the customer’s escalating grievance as she tried to justify circumventing store policy: “Gertrude immediately start going off how this is so ridiculous. She bought all these eyeliners, and there’s so little product in them, and it’s so expensive, and she just wants a full refund, and she’s been saving all of these eyeliners to show us proof,” Britney recalls Gertrude saying.
The Silent Resolution: Sharpenable Gel Pencils vs. Retractable Liners
The shopper argued that the store was ripping off its clientele, expressing outrage that each $20 eyeliner allegedly provided only one or two applications before running out. However, as soon as Britney assessed the merchandise sitting on the counter, the nature of the misunderstanding became immediately apparent.
“I already knew what the problem was. There were seven gel eyeliners on the counter. Seven gel pencil eyeliners, and they look like they had been used and never sharpened. I could already feel it. I could already feel what was about to happen,” she says.
Recognizing that the customer assumed the makeup was retractable rather than packaged in a sharpenable casing, Britney bypassed an argument entirely. She produced a pencil sharpener, sharpened one of the dull eyeliners to reveal fresh product, and silently handed it back across the counter. Realizing the mistake, the customer promptly gathered all seven pencils and left the store without saying another word.
Social Media Reacts: Industry Workers and Shoppers Chime In
The viral clip sparked immediate engagement, with seasoned beauty retail workers and shoppers debating which product was involved. Many commenters quickly suspected a well-known prestige brand with a notoriously deceptive exterior material that mimics hard plastic.
“It had to be urban decay pencil Imao that’s what we got it for regularly,” one commenter wrote.
Another industry worker agreed with the brand guess, stating: “Was it urban decay? the amount of returns l’ve saved by just sharpening those pencils is crazy,” another commenter asked.
For several viewers, Britney’s video served as an unexpected tutorial. Many confessed in the comments that they had made the exact same error, discarding perfectly good cosmetics prematurely. “This is how I learn you can sharpen gel eyeliners. I bought 2 and they only lasted a few uses and I said I’m never buying gel again. lol.” one viewer admitted.
Why This Matters
The interaction highlights a persistent design and communication issue within the modern cosmetics industry. As product formulations have evolved from traditional wooden kohl pencils to smooth gel formulas encased in composite or plastic-like barrels, consumers frequently mistake sharpenable pencils for mechanical, twist-up dispensers. When beauty packaging fails to clearly communicate how to access more product, retail employees frequently bear the brunt of customer frustration over seemingly poor product lifespan and perceived price-gouging.
Frequently Asked Questions
Can gel eyeliner pencils with plastic-like barrels be sharpened?
Yes. Many modern gel eyeliner pencils use a molded plastic-like composite barrel designed specifically to be sharpened with a regular cosmetic pencil sharpener, even though they lack the traditional texture of cedarwood pencils.
Why did the customer attempt to return seven eyeliners at once?
The customer believed the brand was defective and intentionally providing only one or two uses per $20 unit. She hoarded seven used pencils over time to present them together as proof of a design flaw, not realizing that each pencil still contained most of its product beneath the unsharpened tip.
Were the claims in the viral video verified?
The details of the incident are based solely on the account shared by former store manager Britney on her TikTok account, @sortaspookymom, and have not been independently verified.
