As consumers, we’re increasingly drawn to brands that claim to align with our values; ethical, customer-focused, thoughtful. That’s why I was excited to try Tallow & Ash, a company that presents itself as modern, conscious, and ingredient-aware.
Sadly, my experience was the opposite.
One of their products advertised as “safe on all fabrics” permanently stained brand-new blinds in our new home. I reached out expecting a responsible response. What I eventually received was a 30% discount on a future purchase 🤔, followed by silence when I asked how that addressed the actual damage caused by their products.
It wasn’t until I left a public review that they replied apologetically and publicly asking me to contact them directly to “make things right.” (why wouldn't you just contact me ?)
I did reach out (again). Still ..Nothing?! (why is my serious issue still being ignored?)
This shines a light on an important distinction: customer-centric companies act ethically even when no one is watching. They don’t just show up on social media with curated tones; they take responsibility, they care, and they follow through.
Bravado is not the same as integrity. Appearances are not the same as ethics. If your brand says it puts people first, then that has to show up in your actions, especially when something goes wrong.
Tallow + Ash failure to respond meaningfully isn’t just bad service, it’s a reflection of a deeper disconnect between the image they project and how they treat people who trust them.
Fast-growth, aesthetic first businesses need to remember: long-term trust is built through values, not visuals.
I don’t take sharing negative experiences lightly, but I think it’s fair to speak up when a company causes costly damage and then fails to take meaningful responsibility. What’s most upsetting isn’t just the damage itself, but the way I’ve been treated since ignored, brushed off, and given the appearance of care without real follow-through. I’m not being unreasonable. I’m asking for a fair resolution to a problem their product caused. Silence - in a hope i'll disappear because I’m being ignored.
If leadership cares about the values of their brand, they'll take responsibility and do the right thing.