I bought my first tin of Thunderbird Rescue Balm some time ago and loved it for calming my psoriasis, loved the smell and applying it after the shower. Happily ordered a new tin as my first ran out and at £24 it is a luxurious product for myself to afford! Opened it on arrival and made a story on social media of how much I liked it, as the card sent inside the box instructs us to do. Opened the new tin to apply it after my shower, but noticed a totally different smell from the first tin. Not a pleasant smell, earthy, a bit like the smell of my compost bin. Definitely similar to the way an old batch of nuts or seeds taste rancid when they go off. I appreciate that natural products vary, of course, and have been using chemical free/organic products for a long time that have natural smells, not chemical perfumes. I’m not a very fussy consumer but I can’t wear this smell on my skin, my partner said it’s unpleasant to smell on my skin, and I imagine this batch was possibly corrupted with an ingredient that has turned rancid. If this wasn’t the case I’d be wearing it now.This morning I telephoned Thunderbird directly to tell them this tin was unwearable, imagining that they may have had other buyers of tins in that batch that also complained? I’m not sure how anyone would wear this? Most small companies would usually be interested to hear such feedback and willingly rectify the situation with a replacement. I’ve rarely been spoken to in such a patronising and abrupt manner as the Australian lady on the line but she was incredibly rude to me, I’m actually shocked at some of the things she said! I offered to post back the tin with one smear out of it so she could analyse the smell but she said they don’t replace products once used and that variations in smell are normal. I tried to make clear that this wasn’t just a variation but unwearable and she said that their natural products are different from other organic brands that bleach and fragrance ingredients and that I should buy something else. I said I was a repeat customer that had been happy with my first tin and wanted to keep ordering the same product and that it was an expensive product for me but she told me it wasn’t expensive!! She was shouting at me that I was speaking over her whilst she admonished me for daring to inform her that her product was unwearable then said in the end I can post the product back for a refund but she will never sell a future product to me again. How’s that for service to a repeat customer?? Incredibly extreme reaction! I loved the first tin so much I was keen to continue championing them but I’m shocked at her reaction to a genuine concern about a faulty product. There’s a longterm customer gone for them.
Claim your business profile now and gain access to all features and respond to customer reviews.
Truly all natural skin care. Created for eczema and psoriasis, loved by all skin types.
