Man sorry to hear you had that experience... sounds like they were having a bad day. I have had a few interactions with them, and they have been absolute legends. Was this early on in the brand's life? I believe they only launched 6 months ago so perhaps they hadn't really setup a proper protocol to deal with this issue? In any case, not a great experience. As I understand, when you go from a basic skin health routine (like soap and water) and start using more sophisticated products, your skin can go through a purge which essentially means it is acclimiatizing to the new ingredients and getting rid of all the bad stuff that has been dwelling on your skin. If you persist through the purge, you will attain a higher base line of skin health. In terms of the brand's products, the concentration of fragrances/essential oils is actually not bad at all if you compare it to a brand like Aesop, and their formulations are super elite... you won't find ingredients as good as Vitamin C, Niacinamide, and Vegan Collagen in a serum from any men's skincare brand including NXT CHPTR nor Amino Acids and Peptides in a moisturiser. The only other brand I know that has Amino Acids and Peptides is this female brand called Drunk Elephant and that moisturiser is like 3 times more expensive than the Tomorrow one. The other thing about Tomorrow is it is legit value for money, their Gel Moisturiser is packed with better ingredients than the NXT CHPTR one, and is 100ml vs 40ml for the same price of approx $40... so it is going to last you 2x longer for the same price. It is a legit bargain man. Highly recommend you keep using them. I have had phenomenal results. The brand gives me young Tom Ford vibes. I do heavy research before I buy products (as you can tell, I probably sound like an absolute nerd here) but after scanning the market widely, I feel Tomorrow is the best trade off between cost, brand vibe and formulations in Australia. Hope that helps brother