Totally disappointed
I ordered not 1 but 3 lip balms because I love this brand and trust in its quality. For my disappointment, the lip balms arrived in a way that could not be used. They were melted and lost their shape. The structure was also affected. When I apply the balm with my finger, I feel some crystal bits like sugar. Completely useless. I guess this happened during the transportation and is due to the hot weather, however I am not happy with my purchase and I regret I blind ordered the trio.
Susanne Kaufmann
Thank you for your feedback and for placing your trust in our brand. We truly appreciate your loyalty and are very sorry to hear about your experience with the lip balms.
It’s disappointing to learn that the products arrived in a compromised condition, and we completely understand your frustration. What you’ve described — melting and crystallisation — can unfortunately occur during transit in warmer weather, and while rare, it’s certainly not the experience we aim to deliver.
Please accept our sincere apologies. We’d welcome the opportunity to put this right for you. If you could kindly contact our customer care team at hello@susannekaufmann.com, we’ll be happy to arrange a replacement or offer an alternative solution that suits you best.
Thank you once again for bringing this to our attention.
Warm Regards
Susanne Kaufmann team
