Combative Customer Support, Horrible Experience
Please note: I was working with the company directly for this issue. However, if you have an issue of your own with a product purchased from outside of their storefront, you may still need to deal with them directly, so this may still be relevant.
The initial mistake was mine. I had entered incorrect shipping information (I added a Line 2 where none was valid). I E-Mailed them right after placing the order to correct this. Sadly, their sole customer support agent, Sarah, completely misunderstood me, and Soapbox Soaps shipped it out anyway. I reached back out and requested either a new order shipment, or a full refund. Their sole customer service agent, Sarah, told me to wait to see if the parcel still arrived. I E-Mailed back again, admitting that the initial mistake was mine (the address), but that Soapbox Soaps had made the secondary mistake of allowing the order to be shipped, and that Sarah did not understand me correctly.
Sarah continued to refuse to make it right, and became combative and accusatory with me in the E-Mails. She also claimed that the order had shipped by the time I had reached out, which was ridiculous, as I reached out at something like 3 in the morning my time, immediately after placing the order. Thus, I opened a PayPal case against my Soapbox Soaps order.
Somehow, the parcel still managed to make it to my address, so I refused delivery with my mail carrier to make the paper trail as painless as possible, and gave all this information, along with full E-Mail logs to PayPal. I had made it clear that I would only communicate within the case itself, with PayPal as the arbiter, as Sarah was incredibly rude and accusatory with me.
Regardless, she sent me a false E-Mail once she noticed that I'd refused delivery, stating that she'd given a refund to my original payment method, which was PayPal. As it was PayPal, and I had an open case, it was very easy to see that no refund had been issued.
In order to actually get my money back, I had to escalate the case to an official claim, and within 24 hours, it was ruled in my favor.
Do not do business with these people if you value your time, money, and sanity. Even if Soapbox Soaps have any good products, it's not worth being a customer of a company who would rather fight with and lie to their customers.
