Faulty product, ghosted by customer service
I ordered six foam pump applicators. Two failed to produce foam after minimal use, defective — dispensing liquid instead of foam. I reached out to customer care expecting a straightforward resolution. They offered a partial refund (which I hadn’t requested), but I made it clear I preferred replacements or an equivalent. They said a refund was the only option as the foam pumps were out of stock, yet the same product remained available for purchase on their website. When I followed up to clarify I would prefer a replacementor equivalent, the communication abruptly stopped.
Responses only ever came from “Customer Care Team” — no name, no individual accountability, no one taking ownership. Once things became inconvenient, the dialogue ended. It felt less like support and more like being stonewalled.
It’s frustrating when a company avoids responsibility and hides behind generic replies. No names or employee numbers to hold those accountable for poor representation. Without a real point of contact, there’s no reason for anyone to go the extra mile to resolve a customer issue — and clearly, they didn’t. Reviews on their websitecare filtered.
Reply from Foligain
Dear Warren Peace,
We sincerely apologize for the frustration and lack of clarity you experienced. This is not the level of service we aim to provide. We take responsibility for ensuring product quality and follow-through on every support request.
Please contact us directly with your order number so we can immediately review and resolve this for you — including replacement or equivalent options where possible. We also take your feedback about the communication style very seriously and will address this internally to ensure better accountability going forward.
Your satisfaction matters to us, and we want to make this right.
Thank you,
- The FOLIGAIN Team