Baby Soft Toilet Paper NOT SOFT

Bought their top of the range Baby Soft from a retailer. Been using their products for years. Found this batch defective. Phone and emailed them the problem. They wanted a photo of the bag . We only used three . We sent the batch numbers and the serial numbers. We had to give them 10 days , They want a more clearer photo. Do not under what clearer photo. They now send a email saying the matter is closed. Also they asked us not to share this on any media platforms