Sound EscapeReviews of sound-escape.co

Response from Sound EscapeMar 4, 2025

Guten Tag, wir verstehen Ihren Ärger vollkommen und möchten uns aufrichtig für die lange Wartezeit entschuldigen. Zum Zeitpunkt Ihrer Bestellung wurde eine Produktionszeit von 10–15 Tagen angegeben, nicht 5–7 Tage. Leider gab es dann aber eine unerwartete Verzögerung bei DPD, da das Paket mehrere Tage ohne ersichtlichen Grund festhing. Das war ein Einzelfall, den wir sehr bedauern. Laut Tracking wurde Ihr Paket heute zugestellt. Ein Monat Wartezeit ist natürlich viel zu lang, und wir möchten das wiedergutmachen. Gerne bieten wir Ihnen eine teilweise Erstattung als Entschädigung an. Bitte senden Sie uns dazu eine E-Mail an **[email protected]**, damit wir das schnellstmöglich für Sie veranlassen können. Nochmals Entschuldigung für die Unannehmlichkeiten und vielen Dank für Ihre Geduld. Freundliche Grüße Ihr Sound Escape Team

Response from Sound EscapeFeb 19, 2025

Update: the parcel has been delivered. --- Hello Jason, Only 1 hour after we missed your phone call (and before your review was approved by TrustPilot), we called you back and sent your tracking number by email. We also never got any text message from you. Your parcel is on the way and will be delivered in a few days. Also, we'd like to apologise again for the delay: in January, due to high demand, we needed more time to manufacture the curtains. The delay was clearly indicated on our website. This is not the usual manufacturing time, and we're sorry you placed your order during the peak period. We hope the parcel will be delivered as soon as possible. Have a great evening! Best regards, Sound Escape

Response from Sound EscapeFeb 14, 2025

Bonjour Maurice, Merci pour votre message. Nous sommes très surpris de lire cet avis. Notre formulaire de contact et notre adresse email ([email protected] ) fonctionnent parfaitement. Nous n'avons pas reçu de message de votre part. Egalement, vous ne semblez pas non plus nous avoir envoyé de SMS ou nous avoir appelé (07.56.88.85.56, ouverts 7j/7). Concernant la livraison, nous sommes encore dans les délais : le jour de votre commande, nous indiquions des délais de confection importants en raison d'une forte demande (15 à 20 jours). La fabrication de votre rideau est presque terminée, et celui-ci sera expédié en début de semaine prochaine. Cordialement, Sound Escape

Response from Sound EscapeFeb 5, 2025

Dear Sara, We sincerely regret the challenges you faced with your order and completely understand your frustration. Ensuring a smooth experience for our customers is our priority, and we deeply regret that this was not the case for you. We’d like to clarify that your report to the authorities and your TrustPilot review did NOT impact the delivery timeline. At the time of your report, your package had already been in transit for 5 weeks due to a delivery failure that occurred about 2 weeks after your order. The total delivery time of six weeks resulted from this failed first attempt, which required us to resend your package. It took over a week for us to receive the failed delivery package again. We have done everything to ensure that your package arrives as quickly as possible. Unfortunately, when we provided the tracking for the second shipment, we mistakenly sent the wrong link. However, we corrected this directly after we noticed and sincerely apologized for the confusion. We want to assure you that we did not send three incorrect tracking numbers, but only one. Regarding your concerns about our legitimacy, we want to reassure you that our company is fully registered, and our legal information is clearly stated in our imprint. Additionally, more than 99% of our orders are delivered within the expected timeframe, and we deeply regret that your case was an exception due to the initial delivery failure. Also, we do not understand how you can say that there is no communication when we have always answered you by email and even tried to call you several times to inform you of the status of your order (before the package was delivered). We are currently conducting an internal review to better understand why the first delivery was unsuccessful and to strengthen our processes to prevent similar issues in the future. We truly appreciate your patience throughout this process, and while this situation was far from ideal, we hope that your experience with the curtain itself will be positive. If there’s anything else we can do to assist you, please don’t hesitate to reach out. Best regards, Sound Escape