Truthpaste Anmeldelser 82

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For 6 dager siden

Hi Noorjahan,

You're right, and I'm genuinely sorry. Your messages came in over the bank holiday weekend and we didn't get back to you within our usual window. That's not the standard we hold ourselves to.

I've replied to your email today with the full answer to your question. If anything else comes up, please reply directly to my email and it will come straight to me.

Kind regards,
Marisa

Svar fra Truthpaste

For 6 dager siden

Hi Martin,

Thank you for the feedback, the question is a fair one and worth answering properly.

The packaging chips are made from cornstarch. They're fully biodegradable and actually dissolve in water, so they break down rather than persisting in landfill. Because our jars are glass, we do have to use some protective packaging to make sure orders arrive in one piece, and the cornstarch chips are the most environmentally sound option we've found for that job.

On the outer product boxes, those have actually let us reduce the total protective packaging we use, because the box stabilises the jar in transit so less filler is needed. It looks like more on first glance, but it's a net reduction from wrapping the glass in protective paper / corrugated card.

We share the view that sustainability has to extend to how the products arrive, not just what's inside the jar. We keep reviewing every piece of it.

Best regards,
Marisa & the Truthpaste Team

Svar fra Truthpaste

7. apr. 2026

Hi Ethan,

We’re really sorry to see your review, and we completely understand how frustrating this must have felt — especially when trying to order during a sale.

We’ve looked into this carefully, and the confusion appears to be between two very similar bundles on our site:

The 90 Day Oral Health Reset (RRP £82.50), which includes additional mouthwash, was discounted by 30% to £57.75

The Enamel+ Bundle (RRP £56.50) was discounted by 25% to £42.38 during the sale, and is now at the standard 15% discount price of £48

The bundles contain similar core products and imagery, however the 90 Day bundle includes extra mouthwash, which accounts for the higher price.

You contacted us at 3am this morning, and while we weren’t able to respond immediately outside of working hours, we’re here now and happy to resolve this.

We’re very happy to honour the sale pricing for whichever bundle you intended to purchase — just get in touch with us and we’ll arrange this for you.

We really appreciate you flagging this, as it’s highlighted how we can make the differences between bundles clearer to avoid confusion going forward.

Kind regards,
Marisa
Founder, Truthpaste

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5. des. 2025

For transparency, we’d like to clarify the sequence of events:

• Prior to this, we had a good working relationship with you for several years.
• Before we received the order, you informed us that there had been a machine error causing the aseptic bags to be overfilled.
• Unfortunately, this led to the bags splitting, and we lost the majority of the shipment. We provided images of the damaged bags as requested.
• We explained that we would no longer be able to use this packaging type and asked for a credit note for the lost product.
• Initially, we were told that a credit couldn’t be applied because we were changing the packaging type.
• A second batch was then shipped out and payment requested before pricing for the new packaging type had been confirmed, despite us asking for pricing first.
• Once the credit note for the lost batch was issued, we paid the remaining balance within 36 hours of receiving the updated invoice.

From our side, the account is fully settled, and payment was made promptly as soon as the correct paperwork was provided.

We’ve since been informed that there has been a company restructure and that you would like to continue working together. We are always open to positive, transparent partnerships; however, quality is extremely important to us, and any future collaboration would need to ensure full confidence in the materials and processes used.

Svar fra Truthpaste

1. okt. 2025

Hi Sue,

We’re sorry to hear the Enamel Repair Mask wasn’t right for you.

At Truthpaste we believe in complete transparency, which is why full ingredient lists are always available on our website. Our mission has always been to improve oral health using ingredients with a clinically proven benefit, and we carefully choose each one with that in mind.

Xylitol is found in many fruits and vegetables, but ours is derived from beech trees. It's clinically proven to support oral health which is why we include it. More information about all of our ingredients and why we use them can be found on our blog.

We understand that everyone’s values and preferences differ, and we respect that. We’ve already been in touch directly to discuss your concerns and find a resolution, and we’ll always do our best to help.

Kind regards,
Marisa – Founder, Truthpaste

Svar fra Truthpaste

4. aug. 2025

Hi Linda,

We're truly sorry to hear about your experience and for the lack of response to your messages — that’s not the level of service we aim to provide.

We’ve recently discovered a technical issue that meant eBay messages weren’t reaching our customer service team. Thank you for bringing this to our attention — it’s now been resolved.

Regarding your return: Our policy, for hygiene reasons, only accepts unopened and unused items, and we do ask customers to contact us before sending anything back. However, we understand this situation has been frustrating, and we’d really like the chance to make it right.

Please email us at contact@truthpaste.co.uk with your order details, and we’ll do our best to resolve this for you. We have also requested your details so we can contact you.

Thank you again for your feedback — it helps us improve.

Warm regards,
The Truthpaste Team