Sara G.
Delivery 6 weeks, 3 wrong tracking links, poor or no communication
In my first review I said that this company was a scam, but after the most frustrating customer experience with the shipping process, poor or no communication, 3 wrong tracking links!!! and no delivery after almost 6 weeks I had to report it to the authorities, because I had to assume the company was a scam. Also, there is no imprint, so if there are any issues with your product, you have got no legal person behind this company that you could make responsible for. In the end, after many emails to Sound Escape and a complaint to the authorities Sound Escape finally made an attempt to deliver my parcel which I now received after 6 weeks. Due to this experience I would not recommend to order from this company. I cannot rate the product quality at this point.
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