The Soapmakers Garden - Crabapple Soap Factory Ripoff Order placed on July 8th. Was told it was sent on July 14th. Was told they lied and didn't send it on July 18th Alpharetta Georgia

CUSTOMER:
Sent: Friday, July 14, 2006 2:50 PM
To: order@soapmakersgarden.com
Subject: RE: Your Order and our New Website

Can you tell me if my order has shipped, please.
Your website says you will return emails within 24 hours. I would call and ask but your website does not list a phone number.
Please let me know what's going on with this order immediately.
Thanks,
Tanya

COMPANY:
Hi,

Yes your order has shipped via USPS.

Sorry for the delay we are in the middle of moving the factory. And going totally organic.

We also saw that you are interested in wholesale soap. I haven't gotten back with you, but did want to mention that wholesale pricing is open to everybody. Wholesale is a discount for our customers that purchase soap in larger quanitities to get special pricing.

If you have any questions, just let me know. I can help with labeling the soap too.

D

COMPANY:
Hi,

I answered your email earlier. I have a friend Tanya who emails me as well and your email looked duplicate to hers. Sorry for the delay.

CUSTOMER:
Sent: Monday, July 17, 2006 4:51 PM
To: 'Soapmakersgarden.com'
Subject: RE: Your Order and our New Website

You are just now sending the package?
Please cancel the order and refund my visa. I don't want to continue with this order any longer.

COMPANY:
This is the second shipment. We are tracking the first shipment. Our policy is if a customer has not received their package way after it was marked shipped, we ship another package and deal with the lost one at another time as to not inconvenience the customer.

We do not know yet what happened.

CUSTOMER:
Please send me the first shipments tracking number and I will track it from here. If you can't supply me with that, please refund my money.
CUSTOMER:
I will also need the first shipping date.

If you can not supply me with the information I have requested by tomorrow morning. Please refund my money.

Respectfully,

COMPANY:
Company supplied two shipping numbers. No name on email. No greeting.

CUSTOMER:
I would like the last shipping date as well.

I would also prefer pro-active customer service.

As it stands, I only yesterday received the shipping notice from USPS. Which means you didn't really send the first package.

Again, please refund my money.

Thanks,
T
Ps, for an "all natural" store, I expected quality service. Typically it's the drowns of material sales that customers get this kind of customer service from.

COMPANY:
7/18/06
Do as you wish.

We can not refund an order that has shipped. Please return the package and we will gladly refund your money.

Please remember that there are humans on this end, and not computers.

We have been in the middle of a move and have been working 7 days a week.Most of us haven't even seen or spent time with our children in days, nor had a good home cooked meal.

It was one of our mistake that thought your package had shipped when in fact it was charged twice in the system.

Once we receive your package, we will refund.

CUSTOMER:
7/18/06
Please remember that there are humans on this end of the computer as well, one of which happens to be a customer.

At the time the order was placed, I would have gladly been understanding about moving issues, etc. However, nothing was said for days, and when I finally did ask, I got back an email without so much as a customer service persons name on it.

The understanding needs to be on your part at this point, not mine. At the time you found out your company had not shipped my order, you should have been apologetic and sincere. At which point, I would have chosen to continue being kind.

Unfortunately, you sent out yet another unprofessional email without a name.

I can't be bothered with this kind of customer service, and can't think of anyone else that can either.

I had asked twice for you to refund my money prior to you having sent it off yesterday.

Because you haven't been honest so far, I will stop payment on the purchase from my bank, and send your package back if it ever actually gets here.

Respectfully,
A disheartened customer

CUSTOMER: Note to others - 7/19/16
I didn't stop payment today because I was busy at work. However, when I'd gotten home I had the package in my mailbox. Shipping was $7.70 on the invoice, but sent in an envelope FLAT RATE. It should have been less than $6.00.

The products are okay in quality. Nothing to write home about.The price of the products was pretty good, but the frustration, was not worth a dime.

The "D" lady, appears to be incapable of customer service. So, I'm a bit surprised she's into natural and organic products at all. Typically these types of products are sold by nicer more customer service oriented people.

Also sells under the company name THE SOAPMAKERS GARDEN

Tanya
Portsmouth, Virginia
U.S.A.