OATS CALMING SHAMPOO | Ultra-Gentle Botanical Cleanse

Bottle Came Leaking customer service did nothing

I paid $73 for this shampoo after a 30% discount. This is positioned as a premium product. The experience did not match the price.The bottle arrived leaking. There was a hole in the plastic where the packaging did not fully seal. Product leaked inside the shipping box. That means I did not receive the full amount of shampoo I paid for. Customer service told me their packaging is “fragile.” That explanation raises more concerns than it solves. If the brand knows the packaging is fragile, the packaging design is flawed. Products should survive normal shipping. Instead of replacing the defective item, they offered a $20 credit toward my next order. That solution requires me to spend more money with the same company after receiving a damaged product. I also had to deal with the mess and transfer the shampoo into another container myself to keep it from leaking everywhere. For a $73 shampoo, customers should not need to decant the product because the bottle failed. There are also basic hygiene concerns. A bottle with a hole in it is no longer sealed. I have no way to know whether the product was exposed to air or contamination during shipping. At this price point, I expected better packaging, better quality control, and a proper resolution. A premium brand should replace defective items, not offer a small credit and ask the customer to handle the problem themselves.