Buying branded goods online should be a solid purchase. But my latest bottle of Neutrogena Oil-Free Eye Make Up Remover, bought, as usual, from Amazon UK, had an odd smell. I had ordered numerous times from the same sources in the past, so was cautious.On May 19, 2025 I contacted Neutrogena customer services - who are called Kenvue UK Ltd - to ask if the formula had been changed and whether I was right to be worried about the odour.After a number of email interractions they requested that I filled in a medical form. Believing that they were concerned too, since I had used the liquid, I agreed.In a further email they asked me to send the bottle and contents to them. I rather foolishly imagined that they wanted to test it and send me the results. Then there was silence. I requested an update.And, finally, on June 11, after putting me through the above hoops, this was their reply:Following your query, we would like to kindly confirm that the Neutrogena® product that you contacted us about, is not a product that we have available on the UK market. As we do not hold product information on other countries' products, we are, regretfully, not in a position to confirm whether the product has undergone a formula change. Forgive me if I sound cynical when I say that not only did the bottle of Neutrogena have an odd smell, but so did the so-called customer service response. Why on earth couldn't they have said this in their very first reply to my query? Something is wrong here somewhere. And, of course, I have lost all faith in the brand and will never purchase again.
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