It's been disappointing. I reached out to your WhatsApp customer service, but I haven't received any response, even after two weeks.
I am writing regarding my recent purchase of the DermaHydra Cleanser from your official website (Order #1007).
Before placing my order, I carefully reviewed the ingredient list provided on the product page. As I have sensitive, acne-prone, and dry skin, I always choose skincare products based on their ingredients.
However, after receiving the product, I noticed that the ingredient list on the bottle is different from the one advertised on your website.
The ingredient list shown on your website is a gentle, hydrating formulation containing ingredients such as panthenol, allantoin, multiple forms of hyaluronic acid, and mild cleansing agents. This was the main reason I decided to purchase the cleanser.
The product I received, however, contains a different formulation with exfoliating acids such as glycolic acid and lactic acid, as well as citrus extracts. Compared to the formulation advertised on your website, this version may not be suitable for my sensitive skin and could increase the risk of irritation.
I understand that the formula may have been updated. However, the ingredient list on your website has not been updated accordingly. As a customer, I rely on the information provided on the product page when deciding whether a product is suitable for my skin. Had the current ingredient list been displayed, I would not have purchased this cleanser.
Because the product I received does not match the formulation advertised at the time of purchase, I do not feel comfortable using it. I have already paid for the product based on the ingredient information provided on your website, and I believe customers should be able to rely on accurate product information when making a purchase.
Could you please confirm whether the formula has been updated? If so, I kindly ask that the product page be updated to reflect the current ingredient list. I would also appreciate it if you could advise me on a suitable resolution, such as a return, refund, or exchange, as the product I received is not the formulation I expected.
I would also like to mention that I am not a first-time customer. I have previously purchased the DermaHydra Cleanser twice through your official Shopee store, and I had a very good experience with the original formulation. Because it worked well for my skin, I decided to repurchase it through your website.
However, when I received the product, I noticed that although it is still named DermaHydra Cleanser, the ingredient list on the bottle is different from the one advertised on your website and different from the formulation I had previously purchased.
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