Refills don't work

I love this moisturizer but the refills do not work. I have purchased the refill twice now and both times it pops right in and then the pump doesn't work (no product comes out). Then when I try to take it out the bottom part of the pump gets stuck in the refill and I can't get it loose.

Originally posted on sephora.com

I have been using this product for the past few weeks and has lasted me about 1 months now and I love it and use it everyday but it's very thick.

Originally posted on sephora.com