The complainant contacted us by email on 08/20/at hrs stating that she had applied Fruit of the Earth Aloe Gel to a minor sunburn after washing her face with a mild soap and drying it Her face started burning immediately and she then washed it off She did not put anything else on her face and in the morning upon waking, her face was covered in scabs and a bad burn A photo of her face accompanied the email We contacted the complainant by email on 08/21/at hrs apologizing for her experience and explaining to her that she may have had an allergic reaction to the gel We further explained that the product formula had passed the Human Repeat Insult Test (HRIPT) which indicates that 99.9% of the population should not have a reaction but then there is the 0.1% that might In order to identify the product that she used, we asked that she please send us the UPC Bar Code number and the Lot Number (a seven digit number followed by an alpha character) We also stated that we would like to test the product for defectIn order to do so we would issue a UPS Call Tag to her front door if she would put the product in a sealed box and place it at her front door for the UPS driver to pick up, attach an address label, and ship to us at our expense We asked for her physical mailing address in order to give to UPS Then we requested that she contact us via phone or email to give her agreement for the product to be picked up and tested We never received another word from the complainant until we received your Revdex.com complaint notice on 08/27/at hrs We then sent the complainant another email request at hrs on 08/27/to retrieve the product for testing, for Lot Number, for UPC Bar Code number, etc She finally responded and a UPS Call Tag was issued on 08/28/ Her product was received on 09/03/and sent to the QC Lab for testing We expect results back on Friday, 09/11/as micro testing takes days to perform We will communicate the results to complainant as soon as they are available We fully anticipate that the product will be found to be in spec and not defective We believe that the initial burning sensation sustained by the complainant was due to her irritated skin from the sunburn The scabbing and burns she sustained we suspect came from the sun and not from the product We searched out product complaint history file and did not find any other similar complaint on this lot or any other lot of this product We will follwith you when testing results are available Thank you, Fruit of the Earth, Inc
The complainant contacted us by email on 08/20/at hrs stating that she had applied Fruit of the Earth Aloe Gel to a minor sunburn after washing her face with a mild soap and drying it Her face started burning immediately and she then washed it off She did not put anything else on her face and in the morning upon waking, her face was covered in scabs and a bad burn A photo of her face accompanied the email We contacted the complainant by email on 08/21/at hrs apologizing for her experience and explaining to her that she may have had an allergic reaction to the gel We further explained that the product formula had passed the Human Repeat Insult Test (HRIPT) which indicates that 99.9% of the population should not have a reaction but then there is the 0.1% that might In order to identify the product that she used, we asked that she please send us the UPC Bar Code number and the Lot Number (a seven digit number followed by an alpha character) We also stated that we would like to test the product for defectIn order to do so we would issue a UPS Call Tag to her front door if she would put the product in a sealed box and place it at her front door for the UPS driver to pick up, attach an address label, and ship to us at our expense We asked for her physical mailing address in order to give to UPS Then we requested that she contact us via phone or email to give her agreement for the product to be picked up and tested We never received another word from the complainant until we received your Revdex.com complaint notice on 08/27/at hrs We then sent the complainant another email request at hrs on 08/27/to retrieve the product for testing, for Lot Number, for UPC Bar Code number, etc She finally responded and a UPS Call Tag was issued on 08/28/ Her product was received on 09/03/and sent to the QC Lab for testing We expect results back on Friday, 09/11/as micro testing takes days to perform We will communicate the results to complainant as soon as they are available We fully anticipate that the product will be found to be in spec and not defective We believe that the initial burning sensation sustained by the complainant was due to her irritated skin from the sunburn The scabbing and burns she sustained we suspect came from the sun and not from the product We searched out product complaint history file and did not find any other similar complaint on this lot or any other lot of this product We will follwith you when testing results are available Thank you, Fruit of the Earth, Inc