Reply from VIMA CosmeticsJul 25, 2025
Hello Laura,
We’re sorry to hear about your dissatisfaction and appreciate you taking the time to share your feedback.
We would like to clarify a few important points:
Our customer service team has communicated with you multiple times to explain that the ingredient list displayed on our website is the most up-to-date and accurate. In rare cases, some products may be shipped with older packaging, which does not affect the safety or quality of the item itself. This is a standard and acceptable practice in the cosmetics industry, especially during packaging transitions.
Despite your not providing a photo of the discrepancy as requested — which is a basic step in evaluating such concerns — we still offered you a replacement or partial refund, without requiring the item to be returned. These were made as goodwill gestures, even though our policy (clearly stated online and acknowledged during checkout) requires a return for full refund claims.
Additionally, while we understand international shipping can take longer in some cases, we’ve never hidden our global fulfillment structure. Shipping times are estimated, and we strive to meet them, but delays beyond our control (e.g., customs, courier handling) may occasionally occur.
We must also respectfully note that repeatedly threatening chargebacks and leaving negative reviews simply because we could not accommodate a demand outside of our published policies is unfair. Our team has remained transparent, responsive, and professional throughout, and we’ve made every reasonable effort to resolve this.
We hope you reconsider your stance, but should you choose to escalate this with your payment provider, we will respond accordingly with all documentation.
Sincerely,
VIMA TEAM