Lack of transparency and responsiveness
I purchased an ear oil from Wally's in early 2023, and upon opening the bottle, I noticed something incredibly strange inside the dropper — what appeared to be a small animal or possibly a bug. It was disturbing and unlike anything I'd ever seen in a product before. I immediately took photos and contacted the company for an explanation. To their credit, they were quick to send me a replacement bottle and even included some additional products as a courtesy.
However, my issues with Wally's began after that. They promised to provide me with the results of their inspection of the original bottle, but despite repeated follow-ups, I never received any updates. I reached out to Michelle Farleigh, who was initially responsive, but after the replacement was sent, the communication completely stopped. I sent email after email, month after month, asking for information on the inspection, but Wally's ignored my concerns.
Michelle's responses became increasingly lacking in transparency, citing vague excuses such as "I was out of office due to COVID" (which was in late 2023), but after her last response on November 15, 2023, I received no further communication despite my final email on December 21, 2023, saying, "Last try. Thank you."
Overall, my experience with Wally's has been frustrating and disappointing. Not only did they fail to be transparent about the inspection of the product, but I also can't help but feel that they disregarded my consumer rights and concerns. Given the possibility of harmful substances in the product, I would strongly advise against buying from them.