We are no longer adding cotton wool packing to our bottles of supplements

August 2013, Customer Care Team


When we asked for some feedback recently, we learnt that cotton wool in bottles with tablets was causing inconvenience to some of our customers, especially those with joint problems. This prompted us to do additional product testing to check if adding cotton wool was actually necessary.

Our Quality Assurance team verified that our coating technologies ensured that the tablets did not need any protection with cotton wool after coating. After an additional consultation with customers we decided to ship all of our tablet-based supplements without cotton wool.

We've been listening!

In response to your feedback, we will no longer be adding cotton wool packing to our bottles of supplements.

Every now and then, we like to ask you, our customers, for some feedback. It's important that we find out if our products and service are meeting your needs and ask if you have ideas of what we could do better.

When we asked for some feedback recently, we got some surprises. We were pleased to hear what you liked about our products, but we listened hard to the suggestions of what we could do better. All feedback is gold to us!

One thing we learned was that some customers find the cotton wool inside our bottles of tablets annoying. We were curious about this and asked some more questions! Why was it annoying? Well, we discovered that people who have joint or mobility problems often find it fiddly and difficult to remove the cotton wool from the top of the supplement bottles.

The next step was to do some research and find out if the cotton wool was necessary. At the moment, a small plug of cotton wool is added to all our supplement products, except the capsules and the soft-gel tablets, to give them protection during shipping. But we decided to check if it was necessary.

Our Quality Assurance team got to work. They found out that our high quality tablets don't get damaged easily, and confirmed that the cotton wool wasn't actually needed. We discussed this result and checked back with our customers again. Would they mind if we removed the cotton wool? The answer was a resounding no, they wouldn't mind, and some people would find it a lot more convenient.

So, that's what we have decided to do. From now on, all our supplements will be shipped without cotton wool. But I want to reassure you on two counts:

  • every single bottle of supplement tablets exceeds our stringent quality standards.
  • your supplement is exactly the same, whether it has cotton wool added to the bottle or not.

Your order may include bottles of supplement tablets with and without cotton wool. This is because we make our product in batches; the same order may include products from batches made before and after we decided to stop adding cotton wool.

I'd like to close by offering a personal thank you to those customers who shared this feedback with us. And please, if you have any questions about this change or any suggestions about what we can do better, just give us a call.

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