Rccrystals I like you are being polite while disputing. Nevertheless, when giving opinions you need to support them with some rationale, factual evidence, strong argument. Let me challenge what you have said about you:
- you are reliable business. No, you are not. You make mistakes when sending orders; ordered product is different from agreed; you risk ppl health commenting that no matter what was in the pack as it was free. You are untrustworthy, opposite of reliable
- you always obtain feedback from friends. Yes, we see that. And this is your biggest problem. You should obtain feedback from all, focusing on negatives as this your only chance to improve something. And let you grow. Also, from the reputational risk perspective, you may have 1000 of best opinions. Nobody cares. Everybody cares about negative one, and how you approached it and sorted out. Adequately managed problem, is much more valuable than houndreds of positive feedback. Because if you ignore the problem in a wrong way, your positive opinions would worth nothing. Problems occurs - this is nothing unique. But if ignore problems because already having thousands of satisfied customers, each of them will start thinging - if there will be problem, this is what I should expect in resolving it.
- method used is oral. Based on what you consider this as recommended? To define best ROA each user should now the substances, formulas and pharmacology. Without this info, maybe nobody can use maximum potential of your stuff? This is in your interest - maybe ppl complaining for the stuff because did not use effectively respective substance?

You see, definitely your defined strategy could be enhanced. Treat customer fairly, be transparent, and when solving problems please see a long-term outcome and value added. Here you did not solve anything, but at least how this may end up. As you see, it resulted with users sharing info you are not 'reliable' across the Forum.