Unacceptable customer experience
I’m deeply disappointed with my experience and no longer trust this brand. What should have been a simple resolution for a defective pump on a premium product turned into weeks of unnecessary back-and-forth, shifting requirements, and procedural obstacles. Because the item was a gift, customer service repeatedly insisted on involving the original purchaser — despite the product already being in my possession and the issue being clearly a packaging failure. Each response introduced new demands: account numbers from a purchase made over a year ago, photos, lot numbers, partial “points,” or even a suggested three-way phone call to recover account details. Rather than offering a reasonable, customer-centered solution, the process felt designed to exhaust and discourage follow-through. This was especially disappointing given the cost of the product and the brand’s positioning. Premium pricing should come with premium customer care — and that was not my experience here. I will not be purchasing from this company again and would strongly caution others to consider how issues are handled after purchase, not just the quality of the product itself.