Issues with Custom Formula Order and Communication
Question
I am writing to inquire about my custom formula order. I sent my formula and asked about ingredient changes via the message box, but received no response or notification from the staff. Ingredients with similar properties but significantly higher cost were changed, and other ingredients I did not want were added. This affected my ability to adjust other ingredients to stay within budget. I waited for a response, but the next day I found out the formula had already been submitted to the FDA.
You mentioned that communication regarding the formula after submission should be done via the message box, but this channel was not helpful as there was no discussion or formula summary before FDA submission.
If you modify the formula without informing me beforehand, and I discover I am allergic to the ingredients you added, do I have to bear the cost of unusable cream? Please acknowledge and help resolve this issue.
Answer
Subject: Regarding your custom formula order and communication issues
Dear Customer,
Thank you for reaching out and sharing your concerns regarding your custom formula order and the communication process. I understand your frustration and the seriousness of the issues you've raised, especially concerning unauthorized changes to your formula, the lack of communication before FDA submission, and the potential implications for allergies.
As an AI assistant, I do not have access to your specific order details, communication history, or the internal system used for custom formula development and FDA notification. Therefore, I cannot directly investigate the changes made to your formula, review the communication logs, or intervene in the current status of your order or FDA submission.
The tools I have access to are for searching product information, descriptions, and formulations from the general database, not for managing individual customer orders or resolving service issues.
To get this critical issue addressed and resolved, please contact our customer service team directly through their official channels (e.g., phone number, email address provided on the website) or specifically request an urgent response via the message box you mentioned, highlighting the severity and urgency of the situation. They are equipped to access your order details, review the communication history, and connect you with the appropriate department (R&D or customer support management) to investigate what happened and discuss potential solutions.
I sincerely apologize for the negative experience you have had with the process and the lack of timely communication. We value your business and your safety, and it is important that your concerns are heard and addressed by the relevant team.