Thread by @CiruMuriuki

So last week, Always invited me to a consumer roundtable to ostensibly have an open and honest conversation about my experience with the brand.
THREAD.

Let me first say that I was not happy AT ALL with how Always handled #MyAlwaysExperience. Responding to legitimate complaints with an influencer campaign without first addressing their consumers was a mistake.

I suffer from endometriosis. My period is hectic enough without having to deal with a pad that isn’t comfortable. Sadly, I didn’t have other options as other brands were not equipped do deal with my flow. So I stopped using Always Ultra and stuck to the Always Maxi.

When Always reaches out to me, I was honestly very interested in what they had to say. What came as a pleasant surprise was that they began the roundtable by taking full accountability for their mistakes.

They accepted two really important things. First that their response wasn’t right, and two, that our complaints as consumers were legitimate. I appreciated this. Feeling heard is super important.

They also invited us to touch and feel products that they are thinking of introducing into the market. What made this significant was that they had their older products there for comparison.

I felt this was important because it felt to me like a concession. That they were accepting of the fact that the older pads may not be acceptable to some of their consumers. But that was just my interpretation. I could be wrong.

I have seen comments to the effect that introducing a new product at this point is tantamount to once again dismissing consumer complaints, but I honestly didn’t feel that way at all.

So. The new product. I haven't used it yet, which is the most important test. However, from what i felt, it was super soft. It may be the softest pad I've felt. Part of me is excited, but part of me really hopes this wont be yet another disappointment.

A doctor present. whose name escapes me right now, spoke about how some issues could be medical and not necessarily related to the brand. That could be seen as dismissive, only she was responding to someone saying that her 13 yr old has really heavy periods - which isn't normal.

I had to leave a little early, so I wasn't there for the whole event, so there could be stuff that I missed.

However, my takeaway was this: it is rare for a brand to accept that they have messed up, especially in Kenya where a lot of brands react with their entire thorax when called out. So this was new. I felt heard, and I want to wait to use the new product.

Best believe, I will review the new product. If I itch, or sound like I'm smuggling paper bags in my panties, you will be the first to know.

Fin.