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I have been very happy with this company and been a loyal customer for many years. I ordered Allantoin at the beginning of the year with a 36mth lifespan and kept in the correct conditions. Second time of formulating with it, I noticed that it is not the ingredient that I ordered, Allantoin. I contacted letting them know that this was not Allantoin, they asked for photos of the label and product, which I did. They got very rude and condescending stating that I need to be familiar with my ingredients so I don't make mistakes and that I also mislabeled it. I am familiar, that is why I contacted them! And the ingredient was in the original packaging. They have been rude and refused to help in any way and always putting the blame on me. They refused to test it, and said that it was another ingredient (niacinamide) which was on the same order and that I mislabeled it. As stated to them many times, I have kept it in the original packaging and that it does not behave like niacinamide (vitamin B3) B3 dissolves in cool water, this does not. So they continued to blame me and refuse to help. So I did testing myself. I opened the bag and it smelt like Salicylic Acid (SA) which I also ordered the same time and still have. SA 5Lb bag and Allantoin 15Lb which I still have both in the original bags, I sent them pics of the test that clearly shows that they are both SA, They said that I did not test their SA as it does not behave that way, I DID USE THEIRS, I don't order anywhere else. I have had to pull all my products from the shelves too. They sent an incorrectly labeled product! I am glad I caught it in time and took everything off the shelves. This is very bad business practices. I will be going elsewhere for business who are honest and have Good Business Practices. I am shocked at their behavior and not wanting to put this mistake right. I have lost a good amount of product that I have to trash. All I was requiring was a replacement of the ingredient that I ordered.