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Have been a customer for MORE THAN FOURTEEN years (since before the 2008 store revamp).  I know the products very well by now, as you'd imagine.  The second-to-last bottle of moisturizer I bought was milky in consistency.  This can't be explained by normal variations.  It was a broken emulsion or bad batch or something.  When I contacted customer service, they were obnoxious in their insistence that it was normal (again, talking to someone that's used the products since GWB was president).  And