Gone downhill
I've been buying from them for a few years. Since they've gotten bigger, the customer experience has gotten noticeably worse. First of all, the tape used to pretty much stay the same; now for some reason it's a game of roulette wherein there will be a completely different kind of adhesive on any given roll. That not only means if you want to be safe you have to perform a patch test every single time you use a new roll and that the quality wildly varies from purchase to purchase, but also that the chances are incredibly high you won't be able to use many of the rolls you buy. An inconvenience which, if my below experience is any indication, the company will not care less about.
Their customer service has also gone from being friendly and above-and-beyond accomodating in the past, to now basically not giving two craps about your problem, even when it's arguably their fault. To make matters worse, their website changes constantly and the information provided to customers about the products is often inconsistent and confusing.
Unfortunately I got caught in both of these traps. I ordered about a million packs of the completely wrong size nipple covers, because in the intervening time since I had last ordered them, they decided to start carrying a larger size in addition to the original size. Unfortunately the way they updated their website was to change the label of the original size to "nipple covers - small," and to change the original label "nipple covers" with no mention of size to point to the new larger ones, thereby causing much confusion. I accidentally waited to open my package until after their return window closed, and sent them a very polite email asking if there was anything at all they could do since I spent tens of dollars on a huge amount of products I fully couldn't use due entirely to their confusing website descriptions. They wrote back and were basically just like "Sorry *you* ordered wrong. You're outside the 30 days, good luck, sucks to suck." I knew they might not take the product back or give me a full refund (even though it's in totally new unopened condition and has been sitting in a box so that's kinda silly), but I am used to the industry standard of being offered at the very least a consolation 5-10% off coupon for a problem even when it is more unambiguously my error. I was really put off by the way they were just like "Sorry not sorry, we don't care."
February 1, 2024
Unprompted review