Hello. Thank you for telling us this information regarding our Herbal Essences Rose Hips Smooth Shampoo. We're sorry that you had to experience the pump on the bottle not always working. This isn't something we expect with our products and we will be sharing this with our Quality Assurance Team. You may already know this but in order for the product to pump correctly, there must be space between the bottom of the bottle and the tube the product goes up. Also if the pump is ever loose, make sure to tighten the pump completely and once tightened, the pump engages, and should then work correctly. We'd love to find out how the pump wasn’t working exactly so please give us a call at 1-855-236-3327 or message us through our Contact Us Page.