C.
Long time customer no longer a customer
Long time customer. Watched the videos, participated in the giveaways, bought the mystery boxes. Was genuinely invested in this brand. Placed a Memorial Day order (Order #2062341) and it sat without a single status update or acknowledgment for 10 days. I reached out to customer service on May 31st — no reply. Not even an auto-acknowledgment. I then emailed Adam Pitale directly on June 5th, giving the brand every opportunity to respond. That email was also ignored. The order eventually arrived June 5th with zero communication throughout. Two contacts. Nine days. Zero response. What makes this worse is that this pattern is not isolated — a quick look at recent reviews here and on Trustpilot shows this is systemic. Shipping delays, ignored emails, and their customer service email functioning as a black hole are recurring themes across dozens of customers right now. The products are genuinely good. The interior cleaning gel is excellent. The formulas are thoughtful. But a great product doesn't make up for a company that has lost touch with the community that built it. What would have kept me as a customer for life? A single templated reply. A free microfiber towel for the delay. Anything. The cost to retain me was essentially zero. Instead I filed a return and moved on. For context: Adam's Polishes was acquired by Recochem in 2020 — a $1B+ industrial chemicals company subsequently owned by private equity. The brand that felt personal and founder-led is now a portfolio asset. The silence makes sense in that context. Chemical Guys ships the next day. Treat yourself better.