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Carmex TubeTops on TOO Tight to Open

Recently, the tops on all the Carmex tubes I have purchased are on so tight I need to use pliers to get the red tops off the tube. I live in New York City and have encountered this problem at 2 pharmacies -- and whether the Carmex came in packaging or standalone. Help! It is really annoying.
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  • paul (Official Rep) April 13, 2009 15:54
    Hi Debra.

    I apologize for the problem. We have identified one of our (former) tube container suppliers as being the source of the problem. Clearly the caps should not be this tight. If you would please send me a brief note via snail-mail reminding me of this problem, how many you bought that were defective and your address so that I can send you some replacements along with a couple other things that you might not yet have had the opportunity to try.

    My address is:

    Carma Laboratories, Inc.
    Attn: Paul
    5801 West Airways Avenue
    Franklin, WI 53132

    I again apologize for the inconvenience and hope that you will continue to be a valued Carmex customer.

    Sincerely,

    Paul Woelbing, President
    Carma Labs.
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  • The fact thatyou have solved Debra's problem doesn't help me one iota. I still had to use pliers.
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  • paul (Official Rep) October 20, 2009 14:36
    Hi Francis.

    I apologize to you too for the problem with the tight cap. If you send me a brief note reminding me of this email along with your address to the one listed above I'd be happy to replace your defective tube.

    Sincerely,

    Paul Woelbing, President
    Carma Labs.
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  • I’m annoyed
    I just bought a tube today and still haven't gotten it off. I'm wondering if when I finally do, the cap is going to be full of chapstick.
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  • paul (Official Rep) November 19, 2009 16:54
    Hi Mark,

    I'm sorry about the problem. What probably happened was the cap was overtightened when it was made by our tube supplier. If you would - please send me a brief note reminding me of this email along with your address and I'll send you a couple of replacements along with a some other things to try. We sincerely hope that you will continue to be a valued Carmex customer. My address is:

    Carma Labs.
    Attn: Paul
    5801 West Airways Avenue
    Franklin, WI 53132

    Best wishes,

    Paul Woelbing, President
    Carma Labs.
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  • I’m PIXXED OFF
    ADD A 4TH PERSON TO THIS PROBLEM.
    I GOT 2 TUBES TODAY I CANNOT OPEN.
    BLECH!
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  • yeah! send him an email! then gives no email address.

    Same thing is on their site.

    in fact, i contacted them from their site, they acknowledged it, but i could not reply. they did not resolve the problem....just acknowledged that i wrote them from their site.

    crappy site, too. errors all over it.
    good product, but no more purchases of stuff i cannot use and haven't bought anywhere else yet.
    blech
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  • i find if you put the lip between your teeth and turn it opens
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  • That's what I did too Alex. My lid has teeth marks in it now. But at least I got it open.
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  • I’m frustrated
    just bought mine today..in the UK still wont open really disappointed because its the first time ive bought this product as it seems to be popular, not sure i want to risk buying it again in case it happens as a year on from the last post the problem obviously hasnt been fixed in some cases.
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  • paul (Official Rep) February 25, 2011 15:21
    Hi Kat.

    I apologize for the faulty tube. We had a problem in the past with a tube container supplier occasionally sending us tubes on which a few of the the caps had been overly tightened. They come to us with their caps in place and the bottoms open. We then "pour" the Carmex into the tubes and seal the bottoms. Despite our best efforts occasionally a faulty one gets past us. If you would, please send me your address via email which I will forward to our UK distributor.They will send you a replacement. We hope that you will give us a chance to make things right.

    Sincerely,

    Paul Woelbing, President
    Carma Labs.
    • I usually buy Carmex tubes three at a time. When my most recent tube was empty I tried to open a new one, but failed, even when I used pliars. I love the product, but the tubes are useless to me now. I live in the USA, Utah, so it's more than a problem only in the UK.

      I really don't want to switch to Chap Stick, but it looks as if I'll have no other option.
    • Hi Marion,

      I'm sorry to hear that you were having trouble with the tube caps. Regardless of where you live, if you can't open the tube you can't get the lip balm you purchased, and that's not right. Please hang onto the tubes- I'd like to get them back for failure analysis- and contact me through our complaint form:

      http://mycarmex.com/consumer-complain...

      This will allow me to follow up with you privately and get you some replacements in the mail ASAP.

      Best wishes,

      Molly
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  • I’m annoyed
    I'm having this same problem. I bought a pack of 3 and 2 of them won't open.
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