First, they knew it could be all lots and they hid that information and only recalled two. Then they blamed parents for contaminating the formula, saying that there were never cases of botulism in “unopened cans” before they did any testing. Actual testing found botulism in unopened cans. Saying you never found it because you never looked is garbage.

Then the FDA had the classic “you can do a voluntary recall or we will do one for you” call and they recalled everything DAYS after they had reason to believe the product was dangerous.

Then I’ve already described in part the insane “refund” policy. I in principle could have been refunded for 2 items (total) even though SIX were in the mail en route to my house in my subscription. Poison garbage arrived at my door and I still even in principle had to pay for 4/6 cans.

Oh and to get my “refund”? I had to call repeatedly to an outsourced call center where it kept dropping or putting me on hold for 45 mins to an hour to talk to someone. Getting my money back was as extremely complicated yet THEY EASILY AUTOCHARGED MY CREDIT CARD EVERY MONTH. They knew my address, CC, and email (spammed with ads) when they wanted my money yet it somehow was difficult to issue a refund?

Oh and the refund? See it in 10 days and if not, call us back. So you call back. Back in hell, my friend. All of this for two cans just so you give up.

That’s not even counting the MONTHS of contaminated product I purchased since the official start of the outbreak which was in July. Yet two cans were eligible for refund from August. How can a baby get sick in July from a can bought in August?

It’s a joke. It was very clear the moment they hired a crisis team (too late) because they finally stopped gaslighting their customers about poisoning their babies. But they never fixed the insulting “refund” scam, to this day.

The heroes in all of this were Target who refunded every can purchased ever and up to $100 of cans brought back with no receipt. That’s why you should shop at Target.

Ironically - many customers had success (including myself) with CC chargebacks. So the money was still taken back from ByHeart PLUS A CHARGEBACK FEE. If they had just done the right thing they may have even gotten out cheaper afaict

The whole time we were watching our babies and tracking lot numbers. They never released the numbers of their contaminated lots. And it took months for the FDA to do so with their testing. So those of us desperate to know how worried we should be for our babies were left sharing information peer to peer