Thank you for reaching out. We understand your frustration.
Let me explain.
The product is sensitive to temperature. Maybe the outdoor temperature becomes cooler when weather is approaching winter.
During shipment, the product might have been exposed to cold temperature that made it harder. This is common in the winter or in a cold area in the North.
After you put the product in the room temperature for a few hours, it will become softer and more easily usable.
Also, the product is not supposed to be creamy. It is not a real "cream." It is more like a "balm," but is a little softer than a lip balm, so we call it "balm cream." You only need to apply a slight touch of a fingertip (a tiny bit like a dime size) at a time.
You can press your finger tip on the balm for a few seconds, the area touched by your finger tip will become softened and the tiny amount of balm cream on your finger tip is sufficient to be used. Please do not over use. Never use it more than a dime size. Overapplication can cause irritation and intolerance.
More than 100,000 women have used NeuEve and like it. Some customers said that this NeuEve vulva balm cream is the best product ever created for women.
About how to use the cream, you may find these articles helpful:
Do I apply the cream outside or inside the vagina? Can I use it more than once a day?
To relieve vaginal dryness, how can the cream apply on the outside benefit deep inside?