Soaposh Reviews 193

I have nothing but good things to say about soaposh.

They have helped me and my wife grow our business Dirty Fresh Cosmetics at an alarming rate. So much so we have had to employ my brother.

Excellent products at a price not many can compete with.

Plus Carol is super helpful :)

My first order with Soaposh was absolutely fine, the quality of the products I’d ordered were good, their prices were reasonable, & they delivered within a couple of days...fantastic! I had no qualms about placing another order soon after, because if you’ve already had one good experience with a company, you can assume they’ll all be just as good, won’t they? Wrong.

Soaposh had no problems taking the money (nearly £130) for my next order, & I eagerly awaited delivery, which needed to be a fairly quick turnaround because I wanted to use the ingredients I’d ordered to make gifts for Mothers’ Day. At £5.99 for delivery via courier, I expected the same level of service I’d received previously. Clearly that was a mistake.

I waited a few days & heard nothing from them. I eventually decided to contact them via their website & enquire as to when I could expect to receive my order, as it was time sensitive. I didn’t receive a reply.

I contacted them again, & whilst waiting for a response, I received an email from Despatch Bay, stating my parcel would be delivered by Parcel Force, with no indication as to when, which wasn’t particularly helpful. I started panicking then, as Mothers’ Day was looming, & I had no idea if I was even going to receive my order in time, let alone have enough time to actually make anything.

I eventually discovered through Dispatch Bay’s online tracking, that my parcel had been handed over on the 7th March with a Parcel Force Express (One Day) Delivery, phew! Any normal human being would assume that a one day delivery, would (funnily enough) arrive within one working day. Nope.

Soaposh said they would chase up Parcel Force & get back to me, but they didn’t. I kept checking & re-checking the tracking information & discovered my parcel had gone to Plymouth depot, then to Coventry depot & then to Coventry depot again in the same day, which might not be a problem if I lived in Coventry, but I don’t. 😬

So, the order that was only supposed to take a few days, took a week, it wasn’t delivered on time with the Express Delivery, it arrived a day after that, today, Friday the 9th March, unfortunately too close to Mothers’ Day to make any of the things I’d planned, which was the entire point of the order.

I accepted delivery & then found out afterwards that Soaposh had, in response to my lengthy complaint to them, emailed me & said I “Could refuse delivery & get a refund.” After already waiting a week for it to arrive? Yeah. Brilliant! 🙄 I’d already taken in the delivery before I got their email. But the fun didn’t stop there...

I opened the box, & started checking the items off against the invoice. They WEREN’T ALL THERE! 😡 There was a note scrawled on the last page of the invoice saying, “Apologies for out of stock items, to follow ASAP.”

I think I just about had an aneurysm at this point. After messing me about for a week, ignoring emails, blaming the “unprecedented” weather for the delay (because who knew the UK could ever get snow, in WINTER?! 🙀) the one day delivery stretching into a two day delivery (without informing me that was going to happen) the final cherry on the cake being they didn’t even send out a complete order! Give. Me. STRENGTH!

I flipped at this point, wrote them a scathing email & what did I get back? “Well, we DID have your other items & we WERE going to send them out today, but you’re getting a refund instead.” And that’s exactly what they did. They maliciously, & vexatiously withheld the missing products I’d already paid & waited for, & refunded instead, because that’s exactly what five year olds do when they are incapable of dealing with constructive criticism in an adult fashion.

There we have it ladies & gents, after messing ME around, THEY throw THEIR toys out of the proverbial pram & decide I’m not getting the products I’d ordered. Don’t they sound like JUST the sort of company you’d LOVE to give your money to on a regular basis? Nah. Me neither.

Customer Service is not in Soaposh’s vocabulary. I asked for my postage to be refunded at the very least, to be told curtly, “You can’t have a postage refund, your parcel was delivered.” Yes, PART of it was, & it was delivered LATE. Did I specifically pay for a part order to be delivered late? I don’t remember choosing that option when I ordered.

It’s patently clear from my experience with Soaposh, that they’re well used to behaving like this, the cavalier, couldn’t care less, “Well, if you don’t like it...you know what you can do...” attitude emanated from every email they sent.

But here’s the thing. They knew when I placed my order that they were already running behind with deliveries, they also knew they couldn’t fulfill my order in its entirety, but they took my money anyway, because that’s obviously all they’re interested in - taking your money, they’re not interested in your time, your deadlines, or your disappointment, inconvenience, or upset, they just want your cold, hard cash, & their attitude is, they’re doing YOU a favour, & if you don’t like the way they do business, there’s plenty more mugs where you came from. Don’t be their next mug, you deserve better.

Any self respecting (or indeed, CUSTOMER respecting) business, wouldn’t have allowed this fiasco to happen in the first place, but if it did, they’d be MORTIFIED & do whatever it took to put things right. Not these guys.

Soaposh have a social media presence, they also have their website, so was the fact that they were running behind on deliveries broadcast via any of those? No. That would probably put some people off ordering, & all they’re interested in is money.

Did they prevent me from ordering products that they already knew weren’t in stock? Of course they didn’t, they wanted my money.

Did they mention the delayed deliveries or out of stock products after I’d ordered? Of course they didn’t, they just wanted my money. Do you see a pattern emerging here?

Does this sound even remotely like a company that cares about its customers, & wants them to be happy? Perhaps someone should remind Soaposh that happy customers are loyal customers, & who doesn’t need those in this financial climate?

Maybe Soaposh will start to care more about the experience their customers are having, when they all start to flood en masse to other, better, & infinitely more reliable suppliers, there are plenty of them out there - a fact that Soaposh have overlooked in their arrogance.

Avoid. Avoid. Avoid!

Edit: Carol, we had some Winter weather, hopping up & down screaming “UNPRECEDENTED! UNPRECEDENTED!” like a tabloid headline, does not alter the facts:

1. It’s Winter, there’s nothing “unprecedented” about some snow, the way you’re going on, you’d think we’d woken up to a new ice age! Like I told you by email, Amazon had no problems delivering to me on next day, or even same day delivery during this time, so clearly, not every retailer downed tools at the sight of the first five snowflakes. People in the UK completely overreact when it comes to snow, other countries who actually have six foot drifts & still manage to go about their lives, must look at us & laugh at our incompetence.

2. Your company still took orders when you knew you were already running behind, you just chose not to tell anyone because it might have affected sales.

3. Snow did NOT prevent you from being able to update your website or your social media accounts to tell people that you were behind on orders, or that some items were out of stock. It also did not prevent you from answering my email, but yet you did none of the above, what IS your excuse for that?

4. You chose not to tell me that you couldn’t fulfill my entire order, I had to find that out when I took delivery, but you knew prior to that, & didn’t say anything, what is your excuse for that? Snow?

5. You were given some justifiable criticism, that’s why you didn’t forward the remaining items from my order, any other company would have apologised, & asked whether I would still like the items delivering, you didn’t give me the opportunity to choose how I wished to proceed, because you thought you’d try & be clever, & “show me who’s boss” deprive me of the items, & refund them just to be spiteful.

6. Trying to downplay my experience by painting me as “just one of those rude customers we occasionally have to deal with” just shows what sort of company you are, UNPROFESSIONAL, & ill equipped to deal with complaints in an appropriate manner. It shouldn’t matter if my order was short by a penny, or a million pounds worth of goods, are you trying to trivialise the matter by telling a customer they have NO RIGHT to be upset because the missing goods “ONLY” came to a certain value? Because that certainly sounds like what you’re saying (incidentally, according to your email, £9.14’s worth + VAT actually, which represented nearly 15% of my order being missing, if you’d care to be more accurate) What value of goods missing WOULD have guaranteed me better customer service, & any care or concern, Carol? Do you have a particular figure in mind? Is it on a sliding scale? I think it’s important for potential customers to see that they clearly don’t matter, & you’ve just demonstrated that beautifully, in your own words.

You completely disregarded the reason I was so upset, these items were purchased for Mothers’ Day, you were forewarned that the order was time sensitive, you ignored me, didn’t tell me you were running late, or that you didn’t even have the stock to complete the order. You’ve completely ruined what should have been a pleasurable crafting experience, for a special occasion. You have zero empathy, & have done nothing but cause me stress for a week.

I wasn’t rude in my emails, & I’ll publish them, if necessary.

You did NOTHING to try & resolve the matter, not even refunding postage as a token gesture. Your empty apologies are meaningless.

I was hesitant about ordering with this company as Google turned up some reports that were worrying. I needn't have worried as every order I have placed has been fulfilled and when an item wasn't in stock recently I was offered an alternative. they aren't always quick but I have never had an issue so far. Always seem friendly enough so I don't know what all the negative reviews were about. For soapmaking supplies they are wonderful! It's good old fashioned customer service, not mass factories and warehouses and that's lovely in this day and age, don't be put off!