Angela
Slow to address issues
Typically have had no issues up until this point. Unfortunately had a cloudy bottle, which is not a big that can happen. However getting the issue resolved is at over a week now with getting my replacement out.
Response from Optimum AminosJun 29, 2026
Thank you for your feedback. We appreciate that you acknowledged this was the first issue you've experienced with us. We would like to clarify the timeline. After you first contacted us, we responded promptly, requested photos of the vial, and immediately began reviewing the concern. We third party test every product we offer before it is made available to our customers, and every product published on our COA page meets the specifications listed there, with purity levels of 99% or higher where applicable. The product you received was no exception. Our bacteriostatic water is also independently tested and verified to contain 0.9% benzyl alcohol with a pH of 5.7. In addition, we tested retained product in house after receiving your message and did not observe the cloudiness that was described. Based on our quality control procedures, our third party testing, our in house verification, and our retained sample review, we did not find evidence that this was a manufacturing or product quality issue. For that reason, we explained that the cloudiness was most likely the result of factors that occurred after the product left our facility rather than a defect in the product itself. Even so, we did not dismiss your concern. We asked whether you preferred a replacement or a refund so we could resolve the matter in the way that best suited you. Your response requesting a replacement came several days later. Unfortunately, during that same period, our website was experiencing unexpected technical issues, which temporarily impacted our ability to process and respond as quickly as we normally do. While the delay on our end was brief, we understand that any delay can be frustrating. As soon as we became aware of your follow up, we immediately resolved the matter by issuing a full refund, even though the refund exceeded the value of the replacement product originally requested. We did this because we believe in treating our customers fairly, even when our investigation did not indicate that the issue originated with our products. Integrity is the foundation of our business. We stand behind our testing, our quality control, and our willingness to make things right when concerns arise. While we are disappointed this experience resulted in a negative review despite our efforts to resolve it, we are confident that our actions reflect the standards we hold ourselves to every day. We wish you nothing but the best moving forward.