I received a product that appeared to be used, was missing its cap, and showed signs of oxidation. There was noticeable browning around the rim of the bottle, and the contents had a thin, liquid consistency—completely unlike the cream-like texture of the same product I had previously ordered.
The company’s inconsistent product quality is concerning. When I simply requested an exchange or refund, my request was immediately denied. Given the high price of their products, I expected much better quality control and customer service. Unfortunately, I will not be ordering from this company again.
Hi Shay,
We’re sorry to hear that your experience did not meet your expectations.
Our products are made with raw and naturally derived ingredients, so some variation in color and consistency can occur from batch to batch. In addition, temperature changes and handling during transit can sometimes affect the appearance or consistency of naturally formulated products, and packaging can also be impacted while in transit.
That said, we understand why the missing cap, browning around the bottle, and difference in texture compared with your previous order raised concerns.
We also regret that the resolution provided did not leave you feeling satisfied. Your feedback regarding both the product condition and your customer service experience has been noted and will be shared with our team as we continue reviewing our quality control, packaging, and customer experience processes.
Thank you for taking the time to share your feedback.
Tones By Cocoa
Been using 3 weeks didn’t see a difference