I ordered a travel collection of shower gels from an online platform. During my trip, my hand luggage was flagged for inspection, and although I had various items, the customs officer confiscated the collection, specifically mentioning a problem with the Almond Gel. I felt quite anxious, thinking I might face further complications. After her manager retested the bottle, they decided to keep it and advised me to contact the company for a possible replacement. I expected a large brand like this to easily send me a new 75ml almond shower gel. Unfortunately, after reaching out to customer care, I received a quick response stating it was a customs issue and offering me a discount on my next purchase instead. It felt frustrating as they seemed more interested in making a sale than resolving my issue. Despite explaining that I bought the product in good faith, I was told I was entitled to nothing. I didn’t hear back for a while, but eventually, I received an email offering a replacement almond shower gel. This shows that persistence can pay off, and I’m now satisfied with the company's response. I will continue to buy my favorite hand soap and shower gel.
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