Business ProfileforThorne Research Inc

I recently purchased ************* from the Thorne website and when I opened it, it appeared to have moisture damage. I reached out to the company, asking if this looked typical and included a picture. They first responded asking for the ** code and expiration date. This led me to believe they were also questioning the look of the product. I was surprised when I received an email telling me that this was typical of a product that had been exposed to heat or moisture. It may look unappealing, but the product is still effective. I also got told how to properly store supplements. This definitely bothered me. If she had simply explained to me why the product may have ARRIVED that way and told me the product was fine to consume then I would have been satisfied and conversation would have ended but instead she tried to push it off on me as if I had stored the product incorrectly.Anyways, I responded by letting her know that I did know how to properly store my supplements and that this is how this product arrived to me. I also asked if I should expect Thorne products to arrive this way. Exposed to heat or moisture and asked if it was common. Her response was pretty rude, and she was obviously annoyed. So here I am writing a bad review of a company that I loved and trusted. Most of my supplements are now Thorne. Sadly, when my supplements are gone, I will no longer purchase them. I dont need to be treated rudely for reaching out with a legit question on their product. Oh, and judging from many Amazon reviews, this particular product arrives this way a lot and sometimes much worse. It seems like a sealing problem to me, but what do I know? Im just a dumb consumer, according to Thorne.

We are very sorry to hear that you did not have a good experience when you contacted us about your jar of Amino Complex.  Our Medical Affairs team did their best to provide you with an explanation of why the product appearance was different and it is standard practice to provide our preferred storage methods to customers as not all customers are aware of the best practices to ensure product stability through the various seasons.   We apologize if the communication came across as anything other than informative and helpful.  We have issued you a refund back to your Paypal account in the amount of $34.50, which is the price you paid for the jar.  We value you and your business and hope we can still support your nutritional needs.