Soundproof CowReviews of soundproofcow.com

Response from Soundproof CowSep 29, 2020

Good day Daniel, I am very sorry that you feel your experience with our company was so poor that it deserved a 1 star rating. After researching your account it does not appear as if you called and spoke with anyone about seeing if there were any options available to reduce the cost of shipping. We are pretty competitive on most of our product pricing so it is unfortunate, but we cannot control what a third party, in this case UPS charges for shipping, as we choose to be transparent and instead of blindly bundling the shipping charges into one inflated price, we chose to show all charges as a separate line item. You were shown the product price, any applicable tax, as well as, the shipping charge prior to check out. If you felt that strongly about the product price and shipping charge being too high you did not have to purchase the material. You are more than welcome to call Kellen Beaver, our Corporate Sales Manager and he can apply the 10% off coupon that was available at the time of your purchase, that you did not take advantage of as well as seeing if there were any other shipping options that could have been a lesser expensive mode of transit. His direct line is 1.717.262.7229. Thank you for bringing this to our attention and we do hope to hear from you. I will also be sending this to your email on file. Wishing you a wonderful day. Be safe, be well. Julie R. H. Fitchet CEO Soundproof Cow

Response from Soundproof CowJun 29, 2020

Good day JB, Thank you for taking time to submit feedback. I am sorry to hear that you were not happy with your experience, and the discussion that you had with our sales person. I spoke with our sales team, because unfortunately with no name and contact information I am very limited on finding out what the discussion was, what your inquiry was regarding and most importantly why you feel the way that you do. I can find no history of a purchase around this time for anyone with the initials of JB, it would have helped tremendously if you had left a way for us to contact you. Regardless of how this review came to be, we truly apologize that you are so unhappy with us. Our sales team are thoroughly trained on soundproofing / our materials so we can give the best most cost effective solutions. There have been times when what a customer feels will work, actually will not be effective for the sound problem being discussed, there are many examples such as pipe wrap, the entire pipe from top to bottom must be completely encased (no area left exposed) in order to reduce the transmission of sound (water), because sound travels on the path of least resistance. Another example is silent running, people often believe that painting that on any surface will eliminate sound transmission and unfortunately that is not the case. Another example is windows, one of the most difficult thing to soundproof, because without completely blocking and enclosing the window, sound will always be transmitted through the glass. So as you can see from the above mentioned, as much as I would love it if we had a magic wand to easily and inexpensively mitigate unwanted noise, we do not. If you would like to discuss further please do not hesitate to reach out, my direct line is 717.262.7233. Thank you and best wishes for a safe and prosperous year. Julie R. H. Fitchet President / CEO Soundproof Cow

Response from Soundproof CowApr 22, 2020

Good morning Frank, I am bit confused as to your sudden change of tone here. We have posted on our website that due to the current global pandemic, we are working remotely, to please allow additional time for responses. You placed an online order at roughly 7 am on Wednesday 4/15/2020, you requested 3 day Select UPS shipping. Our team was able to accommodate this request, we shipped same day to meet your due date, attached is your original sales order sent to you on Wednesday 4/15/20, confirming your order. At no time did you inform our team that the ship to address was incorrect. I attached your invoice to the email sent to you on 4/22/20 by me, all attachments discussed in this response were included in that same email, originally emailed to you, on Thursday 4/16/20 by me, in the email, the attached PDF invoice contains not only your UPS 3 day select tracking, it also contains the address where the material is being shipped to. At no time did any member of our team receive a call or email from you indicating that the address for the material you purchased was being sent to the wrong address. Our team then received an email from you at 3:37 pm on Saturday 4/18/20 asking when your order would arrive, saying that you “paid lots of money for the delivery”. Just as a side note, we have no way to control what third party shippers such as UPS charge for priority shipping on a 60 lb roll of material. I saw your email come through so I responded to you on Saturday 4/18/20 at 6:14 pm, letting you know that the order had in fact been delivered, after using the UPS tracking located on the invoice that was emailed to you on Thursday 4/16/20, I found that your order had been delivered to your Coral Gables address at 4:04 pm on Friday 4/17/20. (emails attached). You then emailed me the original order confirmation showing that address entered at the time of purchase was your Miami address, this response was emailed Saturday 4/18/20 at 7:35 pm by you. I responded to your email on Sunday 4/19/20 at 8:28 am, apologizing for the inconvenience this shipping error may have caused, that it looked as if this order was auto populated in our system with the previous ship to bill to address, our staff, nor you caught this shipping error. In that same email, also attached for your convenience you stated that “luckily the house you sent it to was my parents house and they called me that a package arrived.” You then said “we need a credit for the shipping as you guys shipped to wrong address, It fair to pay $135 to have it sent to the wrong place.” (Email also attached) I then said that I would look into this on Monday 4/20/20 when we reopen (as listed on our web site our company is only open Monday – Friday), that we would be back in touch at that time. Our company issued you a credit of $63.38, on Monday 4/20/20, back to the purchasing card, this is the difference between the cost of 3 Day Priority Select UPS Shipping and the cost of what it would have been to ship the rolls via regular UPS ground. $135.70 (3 day Select) - $72.32 (UPS Ground) = Refunded $63.38 You also stated her on this 1 star review of our company that we did not even try to reroute the order to have it sent from the Coral Gables address, you stated as a former clients home that you had not worked with for over two years. Yet you told me the error in delivering it to the Coral Gables address was not a big deal, as it was your parents’ home. There is no way to have a delivered package rerouted to your Miami, which is what a roughly 20 minute drive? I am not sure what you are talking about regarding "rewarding someone for an incorrect job." If you are speaking of paying for the ground shipping, the order was shipped, and you did not ask for a full refund. Yet I fail to see what you mean by reward? I am also at a loss as to what was embarrassing for you about this situation, as the house the material was delivered to you told me on our Saturday 4/18/250 email conversation that it was your parents house. I have already apologized for the error, and we have done as you asked and credited you for shipping, I am considering this matter resolved. Our team wishes you the best on your project. Have a wonderful day. Julie R. H. Fitchet President / CEO Soundproof Cow

Response from Soundproof CowApr 15, 2020

Good day Danny, I am very sorry that you are not happy with your material purchase. / results. I am a bit surprised that the pipe wrap did not work for your sound issues, it is one of our customer favorites. Kellen Beaver, our Sales Manager reached out to you by email to see if we could help trouble shoot to figure out what may have caused you not to get the best results possible. Please feel free to give us a call 1.800.558.2058, M - F 9 am - 5 pm EST or email [email protected] We would like to try and make this right. Have a wonderful day. The Soundproof Cow Team

Response from Soundproof CowJan 13, 2020

Good day Sean, We would like to say that we are very sorry for the delay in getting this material out. We did not expect to have such extreme delays on the material but due to the holidays production was stalled, I can assure you we are trying to get this produced for you as quickly as possible and will continue to communicate with you any future changes that may occur with the material should that arise. We are still expecting it to ship by the end of this week at the latest. And as a way to say we’re sorry for the delayed arrival of your materials we’d like to offer 20% off any future orders. Please let us know if there is anything else we can do for you right now, do not hesitate to contact us with any questions or concerns. Jenna had emailed you on 12.30.19, roughly 30 minutes after she sent the order confirmation and let you know that the material that you ordered was unexpectedly out of stock, she provided an update to your email inquiry on 1.08.20, apologizing for the continued delay and asking if you would like to cancel the order. We never received a response until this review came through, so we again apologize for the frustration this order has caused you. We look forward to talking to you and getting this resolved. The Soundproof Cow Team

Response from Soundproof CowDec 11, 2019

Good day Gina, I am very sorry to hear that you are unhappy with your Quiet Barrier HD purchase. I discussed this in detail with my sales team. You spoke with Kellen Beaver and he talked to you in detail regarding how the airborne sound transfer could still very easily be transferring through the outlets in your wall. He had asked if you had used a putty pad to seal a cracks or open areas where the sound could be leaking through. You had told him that you had purchased a putty pad but did not install it prior to the barrier and drywall installation. Sound, like water, takes the path of least resistance and if there are any areas for the sound to travel through, it will. You had also talked with Kellen about a lot of impact based noises that you were hearing (cabinets opening and chopping), at that time he did tell you that impact noises would not be resolved / eliminated by using Quiet Barrier HD. It was at that point that you asked what other options you would have, and Kellen discussed with you in detail our Isotrax system or possibly doing a newly framed wall. When you asked him why the airborne sound was still transferring through he then told you the outlets may be a factor, and this is a recommendation we make daily to stop this type of sound transfer so for it to be leaking elsewhere there has to be a weak point somewhere in your wall that is not being accounted for. While we would love to be able to solve all sound issues with a 100% guarantee, that is not possible due to the myriad of issues that could be underlying factors that are not accounted for. Kellen is our Corporate Sales Manager and is one of our most knowledgeable account sales managers. He has never, in his 8 years of being a valued employee had a complaint against him of being rude to a customer. Kellen is the type of person that volunteers to help another employee or customer that is stressed or having a difficult time, without question or hesitation. I do truly apologize if you feel that you were spoken to in any other way than a professional manner. I would be happy to discuss this further if you would like, Please call 1.877.597.9191 and ask for Julie. I will be also following up via the email address that you provided, in that email I will send you a link on "How to Soundproof a Room" it has a lot of useful information. We thank you for your feedback and look forward to talking to you soon. Have a wonderful day. Julie R.H. Fitchet President / CEO Soundproof Cow

Response from Soundproof CowOct 25, 2019

Good day Ronald, We are very saddened to see this 1 Star Review. You placed your order on 10/17/19, the order shipped to you and was invoiced on 10/18/19, on the invoice that was emailed to the email address you provided with your online order it clearly indicates that the Fed Ex tracking information is listed on the attached invoice. The Fed Ex ground tracking allows you to follow your package while in transit. We only follow up there after if we receive a notification that there is an issue during transit, which there was none with your order. Our website clearly indicates that Silent running usually ships within 7 - 10 business days Specifications Dimensions 1 Gallon Weight 15 lbs. Coverage 40 sqft./gallon @ 0.035″ dry Quantity 1 pail Availability Usually ships in 7-10 business days https://www.soundproofcow.com/product/silent-running-1-gallon/ We actually shipped your order the next business day, it was shipped from the East Coast to your West Coast location, and since you did not pay for expedited shipping the standard Fed Ex lead time for all ground packages going from the East Coast to the West Coast is 5 business days. As Fed Ex does not count the day shipped as a day in transit, your package is scheduled to be received today. Unfortunately, we can not control the transit times of a third party shipping company. Kellen Beaver has reached out to you, however if you would like to discuss further please feel free to email us at [email protected] or call toll free 1.800.558.2058 and we would be happy to further assist. Thank you and have a wonderful rest of your day. The Soundproof Cow Team

Response from Soundproof CowOct 7, 2019

Good day Astrida, I truly apologize that you are not completely satisfied with your soundproofing purchase. I see that you made this purchase online without talking to one of Account Managers. I also show your total product purchase was $112.20. While we have no way of knowing how the pipe wrap was installed or the pipe dimensions, 6 rolls of pipe wrap would be sufficient to soundproof roughly 9 feet of a 4" pipe. It has to be wrapped very tightly with no pipe left exposed or sound will escape and the product will not be effective. Our team actually installed this exact product, pipe wrap in one of our employees new homes and there is no issue with with sound escaping, it totally eliminated to water noise issue. We have never had someone state that the product was not effective. Please feel free to call 800.558.2058 and ask for Kellen Beaver, perhaps we can discuss the problem, pipe in question, install and the problem that is still occurring. Our hours are M - Th 8 am to 630 pm and F 8am to 5 pm or if email is easier please email [email protected] We again apologize and look forward to hearing from you. Thank you, The Soundproof Cow Team