Customer reviews of Cura naturale

Hello,

Thank you for this feedback, even if it is painful to read, and especially thank you for your loyalty over the years.

You are right on all points and we do not contest that. The lack of proactive communication on our part regarding this delay is a real shortcoming. You should not have had to ask the question to get a response, and the consideration you deserve as a loyal customer was clearly not met. We are sincerely sorry for this.

To be honest, we could not anticipate what happened to us. The conjunction of our growth, the success of our launches, and our promotional offers created a volume that no one in our team had seen coming at this scale. This is not an excuse, it is the reality of a small brand that is growing fast. Before hiring, we needed to have the perspective to confirm that this growth was sustainable. It is now evident and a new recruit is arriving very soon.

Your remark about proactive communication is fair and constructive, it is an area where we need to improve and we will take it to heart.

We sincerely hope to have the opportunity to offer you the experience you deserve during your next order.

Hello,

Thank you for your feedback and for your loyalty despite this second disappointing experience.

You are absolutely right and we do not seek to minimize your experience. Our promise of shipping before 1 PM on weekdays is a commitment we hold dear and we did not honor it on your order. We are going through a period of exceptional growth which, combined with the success of our editions and promotional offers, has exceeded the capacity of our workshop. We are sincerely sorry for this. A new recruit is arriving very soon to restore our usual pace, and this promise will become our daily routine again.

Regarding the quantities, our formulas are designed to be effective at precise and reasonable doses. Quality takes precedence over quantity, and a well-formulated product does not need to be used in large quantities to work fully. This is a deliberate choice in our approach.

We hope to offer you a much better experience during your next order.

Hello,

Thank you for your feedback, and we sincerely apologize for the disappointment caused by this order. Receiving a product that has partially spilled in the box is never a pleasant experience, and we completely understand your frustration.
To explain our protocol transparently. When a package arrives damaged due to transport, the reflex to have is to issue a reservation or refuse the package directly upon delivery. In this case, we can fully compensate you because the carrier's responsibility is engaged. If the package has already been received without reservation and the product remains usable in the long term, we take on the inconveniences caused by transport but only up to the estimated loss after exchange with you, and not on the total value of the order. This is the protocol we systematically apply to remain fair and proportionate in our compensations.
Direct replacement of the product is not our practice, but the voucher remains freely usable on the site, with no expiration date, allowing you to use it on a future order at your convenience.
We are delighted to read that the products themselves give you complete satisfaction; it is a real pleasure for us to know that.

Have a nice day.

Hello, we have seen your comment which seems to echo the one already left on the product sheet, we hope our response has provided you with some clarifications.

To complete: our formulas are very concentrated in natural actives, a small amount is enough per application and the gel is applied locally and targeted, not in a wide coverage. The actual price per liter in use is therefore quite different from what the format suggests.

Your feedback is heard and guides our evolutions: a 250 ml format as well as a pack of 2 x 250 ml will be arriving soon at a more advantageous price.

Have a nice day.

Hello,
We are sincerely sorry for this experience. Once the packages are entrusted to the carriers, we unfortunately do not have control over how they are handled, and a damaged package upon delivery is always a regrettable situation that we cannot anticipate on our side.
As soon as you reported the refusal of the package, we immediately initiated the preparation of a new package to send it to you as quickly as possible. However, the reshipment coincided with the launch of our spring editions, a period that generates an exceptional volume of orders and had extended our shipping times. A banner was present on the site to inform our customers, and we apologize if this caused a longer wait than expected.
Your package has indeed arrived since, and we have also sent you an email to inform you. We hope you can finally enjoy your products.
Have a nice day.

Hello,
Thank you for your feedback and we are glad that the clay had an effect in reducing the swelling of your mare's tendon. Regarding the reaction you are observing, the allergic risk is really very low with our clay. Indeed, it mainly acts on the surface with a limited penetration rate, and the concentration of essential oils is precisely dosed to remain within the framework of safe and well-tolerated use.
What we think rather is that the clay may have been applied too frequently, which can dry out the skin and create skin irritation. That is why we always recommend combining the clay with an oil alternately to prevent the skin from saturating, and to leave days without treatment to allow it to breathe. We therefore advise against using the clay alone repeatedly and for extended periods.
Moreover, if your mare had truly developed an allergy, she would very likely have presented generalized urticaria. Furthermore, it would be illogical for the clay to have reduced the swelling of the tendon while simultaneously causing an allergic reaction.
Could you please contact us directly indicating exactly which products you applied and how often? Also, feel free to send us photos of the observed reaction, this will help us better understand the situation and provide you with a more precise response.
Have a nice day.

Hello Alixia, Thank you for your order. I am sorry for your disappointment. Indeed, we were caught off guard during the holidays by the number of orders. We could not meet our usual shipping times of 24 hours. The delay must have been extended to 3 working days. Have a nice day, Emmanuel

Hello Magali, I read your comment with great attention and I am sincerely sorry to learn that your first experience with our brand was so disappointing. I completely understand your frustration with this accumulation of problems and I sincerely apologize. Regarding the processing time, the holiday period has indeed extended our usual deadlines and I am sorry for that. Your email regarding the brush has been received and was being processed for a response this Monday. I regret that the wait during the weekend added to your frustration. We receive a lot of requests during this period and we have a small team. I will handle your email first thing this morning, your satisfaction remains our only priority, and we absolutely do not want to leave you with this very bad impression. We will certainly find a solution for the damaged product. Best regards, Emmanuel

Hello Pauline, Thank you very much for your feedback. I am sincerely sorry that your experience did not meet your expectations regarding delivery and I completely understand your disappointment with this delay. The holiday period was marked by an exceptional demand that we did not anticipate. Despite all our efforts to ship each order as quickly as possible, this influx unfortunately extended our usual preparation times. As a reminder, your package was still delivered 6 working days after your order. An order placed on Saturday was shipped on Wednesday, which is an additional 48 hours delay. Your opinion is very valuable as it helps us improve. Rest assured that we have learned lessons from this period and that we will do everything possible next year to ensure that this situation does not happen again. Thank you for your patience, I wish you a nice day. Emmanuel

Hello, Thank you for your feedback, and we are sincerely sorry to read that the result did not meet your expectations. The 'sticky' effect you describe is almost always a sign of product overdose. Our nourishing oil is a very pure and rich formula, without water. A very small amount is sufficient. If too much is applied, the fur becomes saturated and can no longer absorb, which gives this greasy or sticky appearance. Our advice for a better experience: Next time, try applying much less. Just pour 2-3 drops into the palm of your hand, rub your palms together, then stroke your dog's fur. This way you will get all the benefits of nutrition and shine, without the sticky effect. We hope this little tip will help you appreciate the product better. Have a nice day!

Hello Sylvie, Thank you for your order! We have received an enormous number of orders and with the holidays (public holiday and bridge), we have not managed to keep up with the shipments. At the beginning of this week, all orders will be shipped, including yours! Regarding your 2 other orders, I cannot find any exchange mentioning a problem, could you please write to me by email to discuss it? Thank you, have a great day Emmanuel.

Hello Valentin, unfortunately at this time of year, Mondial Relay seems to struggle to manage abnormal situations like it was the case with your closed relay point. As discussed with you by email, your package will apparently be delivered to you at the beginning of this week, sorry for this unusual delay. Best regards, Emmanuel

Hello Sarah, I am sorry for this inconvenience. After looking at your order, for your two mane products, no tape is used as it is usually not necessary. However, it may be an isolated accident, as is your case, often due to a mishandled package during transport. Please feel free to contact us by email directly so we can offer you a solution. Have a nice day Emmanuel

Hello Samanta, Thank you very much for your feedback and for your honesty! We welcome your comments with pleasure: the goal of this evolution of the website is precisely to make navigation easier for you, to better highlight seasonal products or targeted care according to needs. We know that some adjustments can be surprising at first, and your feedback helps us refine all of this. Please do not hesitate to write to us by email to share your more detailed impressions: we collect them with attention and kindness. Aurélie from the Cura naturale team

Hello Sylvia, I am sorry to read you. Unfortunately, it happens that Mondial Relay takes longer to deliver but it is fortunately rare. I see that your order has indeed arrived at the relay point today and is ready to be picked up. I remain available if needed, Have a nice day to you Emmanuel

Hello Hélène, as mentioned in the email, I contacted Mondial Relay to ask them to deliver your order. I haven't heard back from them yet. As soon as I have a response, I will get back to you, and if it is not conclusive, we will send a package from our workshop at our expense. Best regards, Emmanuel

Hello, Thank you for your feedback, even though we are sincerely sorry to read about your disappointment. It is important to clarify that there may have been a small misunderstanding regarding the expected effect: our warming treatments are not designed to cause intense skin heat, which could be dangerous and lead to burns. Their goal is to stimulate skin receptors through a synergy of essential oils (camphor rosemary, fragrant gaultheria, lavandin super, black pepper), in order to generate a gentle warmth sensation and deep relaxation at the tissue level. To fully experience the effects, it is necessary to use the product several times, following the application advice, as the action is progressive and aims for comfort in the medium term. We remain at your disposal to guide you in the use, so that you can get the best benefit from it. Have a nice day, Aurélie

Hello Thank you for your feedback. We are glad that the delivery was fast, but we are sorry to hear that the effectiveness of the products did not meet your expectations. The action of our treatments can vary depending on the issue encountered, the regularity of application, and the quantity used. Please feel free to contact us directly so that we can better understand your usage and advise you on adjustments or combinations that could improve the results. Your satisfaction is important to us and we will do our best to find a suitable solution! Best regards, Aurélie

Hello Émilie, We are sincerely sorry that your experience did not meet your expectations. We understand your frustration, especially since several elements have accumulated on this order. Regarding the 10% promotional code, no message was sent to us on this subject. That said, we can of course grant you this discount through our loyalty program: do not hesitate to request it, we will take care of it with pleasure. Your message reached us at 3:07 PM, but the order had already been prepared and shipped immediately, as mentioned in our response the next morning. We are a small passionate team, which allows us to ship orders very quickly... sometimes too quickly, as was unfortunately the case here. This makes last-minute changes difficult to integrate once the order is launched for preparation. As for the product received, it is not a preparation error: the product sheet specifies that the 500 ml format corresponds to a refill. We understand that this may have caused confusion, and we will review its presentation to make this information more visible. We are sorry that this order did not meet your expectations. Your feedback is valuable and helps us to constantly improve our service. If you wish to discuss this or find a solution together, we are of course at your disposal. Have a nice day, Aurélie

Hello Jeremy, following our exchanges by email, it turns out that we did not receive your first messages and as soon as we received your messages yesterday, your package that had been returned to us has been resent to you. I remain available if needed, Emmanuel

Hello Thank you for your feedback, and I completely understand your comment. We are currently working on a new website to make the information even clearer, particularly by distinctly separating the classic formats (with sprayer) and the refill formats. This is already in place for our Detangler & Polish, and it will soon be extended to all concerned products. If you were referring to the repellent, our apologies for this lack of clarity! Thank you again for your feedback, it helps us improve. Aurélie