Hello everyone,
I have been working with contract supplement manufacturers for a while now, both at the inquiry stage and on active projects. I would like to hear from companies and brands about their overall experience, because mine has been quite terrible, and I’m trying to understand whether this is simply how this industry works, or whether I’ve been getting into the wrong places.
At the inquiry stage, very few manufacturers have replied within a few days. Most have taken 5 to 10 days to answer a simple general inquiry. The replies were mostly brief, bone-dry, and disengaged, which gave me the impression that, unless you are an established brand with a large volume, the effort on their side is just not worth it, whether you are building a future relationship together or not, they didn't seem to care. Most of the times, I had to follow up repeatedly to get an answer to the most simple question, and the information that eventually came back was often incomplete, incorrect, and lacking real knowledge. Several of the representatives I spoke with also didn’t seem familiar with what a truly custom formula requires, which made it hard to have a productive conversation. Sometimes, I wish they would have just said "Hey, we don't want to deal with this. Bye." from the beginning rather than faking it for no reason.
Moving forward, once a project actually started, things did not improve and actually got worse in certain situations. I’ve dealt with several months of delays, long stretches of time without updates, and unacceptable mistakes on the manufacturer’s side that pushed timelines back even further. Mistakes happen and we all know this. A few weeks of delay are very reasonable, but a constant series of careless actions that jeopardized entire projects for several months is not acceptable. And the most frustrating thing is that, even if you are given an apology, their approach and their attitude never changed, so the same problems kept repeating onver and over. For critical issues, following up constantly, and being ignored and getting vague replies after several days is frustrating and appalling.
My feeling is that it really does not take much effort to answer a question, be proactive, and organized.
I’d really appreciate hearing from anyone who has been through this:
Is this the typical experience, or have you found manufacturers who communicate well and deliver on time?
How did you find them, and what did you look for when vetting them?
What early red flags have you learned to watch for?
For a custom formula, what should a capable manufacturer be able to tell you up front?
I am aware that some manufacturers stand by their word by writing it down in a contract - for example, "if we don't deliver the product by the agreed timeline, we pay you X dollars a day until we deliver..." - Is this common?
And if you’re a manufacturer that works differently, one that is responsive, knowledgeable about custom formulation, and willing to take a smaller brand seriously, I’d be glad to hear from you as well.
Thank you all for bearing with me, but I am very frustrated about this experience.