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In a world full of chemicals and chemtrail conspiracy theorists, we’re keen as ever to know exactly what goes into the products we use. Which is why companies like Jessica Alba‘s The Honest Company thrive, because they’re selling you on the idea that their products are good for you.

Take THC’s sunscreen stick, which is described as an “ultra pure, mineral-based non-whitening sunscreen in an easy stick [that] is perfect for faces, ears and noses – hello, happy, healthy faces.” Unfortunately, given recent customer feedback, it seems as though there are more unhappy faces than happy ones.

Take this woman, who says she was very diligent about reapplying the sunscreen every two hours. And yet…

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Or this mother, who took her kid to Hawaii and came back with this unforeseen sunburn.

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Then there’s this woman, who has tried multiple times, only to be burned again and again.

But while all of these reports are coming in, Jessica Alba is reaching out to you, the burned consumer. “We’re passionate about living up to your expectations as much as our own. We’ve personally picked up the phone to speak with many of you who have called our customer service hotline,” she writes. “Our team is reaching out to everyone who has posted on social media to assure you that we’re committed to your safety and satisfaction.”

So, while you may or may not be burnt to a crisp, The Honest Company is honest about wanting you to know that you’ve been heard. And that’s decent.