The balm is bad but the customer service is far worse…
Unfortunately the balm did not work for me. That’s fine and not the reason for the negative review. I returned the product due to the reaction and they did not care to ask what my reaction was or what they can do to help. They just told me that I need to send it back at my own cost. When they received it back, they went to lengths to try and make my refund ineligible. They then tried to charge me more than what was advertised on their website for them to send it back. When they received my chargeback from my bank they turned nasty and played the blame game. Not professional at all and will not recommend the balm or the company to anyone. Avoid companies like this - will do anything to keep your money. Phil from “customer service”needs further training
Antwoord van Thunderbird Skin
Thank you for your review! To touch on the product not being suitable for you, Luke immediately sent you relevant information on why this might be and some tips while also offering an apology. This is about all we can do as we are not your healthcare provider.
In regards to your return, it was rejected as it arrived damaged due to inadequate packaging being used on your part. While your courier recommend bubble wrapping each item and shipping them in a box, they arrived to us wrapped in tissue paper and a plastic bag. We also advise against mailing it in a bag in our own Refund Policy.
As the products were severely damaged and not in the condition they were sold to you in, the return was rejected.
We offered to reship them to you for £1 more than we charge to ship a standard order (where packaging is subsidised in the products' cost) to cover the additional packaging we would have to use to ensure no further damage would occur. This is still an option if you wish to take it.
Once you filed a fraudulent chargeback for everything, including items you did not return, Phil reached out and professionally advised you on our next actions and asked for you to cancel the chargeback. Throughout his correspondence with you, he has gone above and beyond in explaining why the return was rejected and why you are not entitled to a refund. He did this despite the verbal abuse and unprofessional accusations levied by yourself.
While we are sorry that you have not had an ideal experience, we cannot be held responsible for you not following your courier's and our own guidelines for packaging returns.