customer
Very disappointing product and customer experience
Very disappointing product and customer-service experience I purchased three vials of Tesamorelin/Ipamorelin 10 mg/3 mg from NextGen Peptides. I reconstituted the first vial with 3 mL of bacteriostatic water. It initially appeared normal, but after being refrigerated overnight, the contents became thick and jelly-like. Thinking it might have been an isolated vial, I reconstituted a second vial from the same order. The exact same thing happened. I did not use either affected vial, and the third vial remains unopened. I contacted NextGen immediately and provided the photographs they requested, including photos of the bacteriostatic water. The same BAC water had been used successfully with our other products without this problem. NextGen refused both a refund and replacement because the BAC water was not Hospira brand. I explained that I had not been informed when purchasing the product that Hospira was required or that using another brand would void eligibility for a product claim. I specifically asked them to provide the policy that was in effect when I placed my order and show where this requirement had been disclosed before or during checkout. They did not provide that documentation. Instead, they simply repeated that their policy requires Hospira BAC Water and again refused to refund or replace the product. I was especially disappointed that after I explained that we would no longer purchase from the company because of how this was handled, the final response I received was simply a thumbs-up reaction. I am sharing my experience so other customers are aware of the company's position regarding BAC water before purchasing or reconstituting their products. Based on both the product issue and the way my complaint was handled, I will not purchase from NextGen Peptides again.