Sound EscapeReviews of sound-escape.co

Response from Sound EscapeDec 19, 2024

EDIT 27/12/2024: Following our request, "John" provided false information to TrustPilot. He provided a new first name and a new last name (which we do not find neither in our order database) and an order number that does not match the format on our site. When looking at this person's profile, we noticed that they had only posted 1-star reviews. Please do not take this review seriously as it (probably) does not come from a real customer. Thank you very much! --- Hello John, We cannot find any order under the name John Doe in our system. Could you kindly provide more details regarding your order on Trustpilot so that we can investigate and resolve the issue? As for the delivery times, the information on our website states that delivery takes 10 to 15 days, which includes custom manufacturing, shipping, and delivery. If your curtains indeed took 3 weeks to arrive, it seems there may have been an unusual delay. If this is the case, we would be happy to offer you compensation. Please feel free to contact us with the necessary details so we can provide a prompt and satisfactory resolution. Have a great day! Best regards, Sound Escape

Response from Sound EscapeNov 29, 2024

Hello Laura, Thank you for your review, and truly sorry to hear about your experience. As explained by email, your order should have already been delivered. However, there seems to be an unexpected delay with Royal Mail. The delivery company has informed us of the delay, and we sincerely apologise for the inconvenience caused. To make up for this situation, we’d be happy to offer you a partial refund of 20% as a gesture of goodwill. Additionally, please allow me to clarify that we had responded to your initial message within 72 hours. Unfortunately, due to what appears to have been a technical issue, it seems that our response did not reach you. When we received your follow-up message, "Can you reply please," we were genuinely surprised and immediately resent the response. We understand how frustrating this must have been for you and take full responsibility for the communication gap. We’re committed to resolving this matter swiftly and ensuring your order reaches you as soon as possible. Your satisfaction is extremely important to us, and we’re sincerely sorry for this experience. We’ll continue working to improve both our service and communication processes to prevent such issues in the future. Thank you for your patience and understanding, and I hope this resolution reflects our commitment to making things right. Have a great day! Best regards, Sound Escape

Response from Sound EscapeOct 19, 2024

Hello, We are very surprised and disappointed to see this review. This person recently ordered a curtain from us, and since yesterday has been convinced that we are a scam. We don't know what these accusations are based on, and would also like to clarify the fact that we did respond several times. Since the tracking was sent to him, he is convinced that we are a scam, and although we try to reassure him, he doesn't believe us. We specify that his order is still within the delivery time announced on the site and that it will arrive next week. Thank you for your understanding. Kind regards, Sound Escape

Response from Sound EscapeOct 4, 2024

Hello Katie, We’re very sorry to hear that you didn’t experience the sound reduction you were expecting with our curtains. This is quite unusual, as our soundproof curtains are designed to minimize external noise effectively. To help us understand what might have gone wrong, could you please send us an email at [email protected] with some photos of your installed curtains? We’d love to take a closer look and assist you further. Also, it’s worth noting that the full soundproofing effect usually becomes noticeable after about 7 days post-installation, as the fabric settles and adjusts. We really appreciate your patience and would be happy to provide guidance to ensure you get the best results. Looking forward to your email and to resolving this together! Best regards, Sound Escape