I Received a Watery Mustela Sunscreen and Got No Support After Multiple Complaints

I purchased a Mustela sunscreen directly from the brand’s official website, expecting a high-quality product. Unfortunately, the sunscreen arrived in poor condition—it was extremely watery and inconsistent in texture, far from what a reliable sunscreen should be. I immediately left a note through their site, but no one got back to me.

When I called customer service, they asked me to send photos of the packaging and explain the issue, even though I had already described the product as being watery, almost like plain liquid. I complied and sent an email with all the required information and photos, but still didn’t receive a response.

After waiting five days, I called again and explained that no one had replied to my email. I was told they were “very busy” and would get back to me eventually. They also claimed that every year the sunscreen formula changes, and that the 2025 version might indeed have a runnier consistency. They confirmed that the product was manufactured in 2024. Despite this, I requested a full investigation of the product and was promised a response within three days.

It has now been over ten days, and I’ve still heard nothing. I’ve never dealt with a company that presents itself as so professional yet completely fails to resolve such a basic issue. This experience has left me extremely disappointed, and I expect Mustela to take full responsibility and either refund or replace the faulty product.