Eric E.
Issues Resolved
I ordered my product and had noted some communication issues around the delay in having my order shipped. Once I brought this to the attention of the company, their communication was outstanding. Julie from the company was amazing! I have to be honest, this started out as the most irritating experience with an online order I had ever experienced. But once Julie reached out to me things changed immediately. She was open and transparent with the whole situation, expaining that there was a backorder on the container for the product. As a person that used to work in the manufacturing sector, I understand how awkward it is to explain to someone that your supplier is behind on their orders; and so it is making you fall behind too. But again, Julie was incredible. She was kind, open, and very understanding. This is a company that is willing to go above and beyond if there is a problem. And their Silent Running product is incredible as well. I will DEFINITELY buy from this company again!
Response from Soundproof CowMay 28, 2020
Good day Eric, We are very sorry and saddened to see this review. We, as I am sure, other companies are beginning to see disruptions in raw material supply chains due to the global pandemic COVID-19. The product purchased, silent running 1 gallon, does have a 7 -10 day lead time, making the ship date for this order around 5/21/20 as indicated on our website at the time of check out. I was also told that you called in and spoke with Kellen on 5/22/20 regarding your order, the day before this review was made. He, at the time of speaking with you did update you on the items I am discussing in this response. When a lead time is stated at the time of check out, typically, barring any unusual circumstances, the order is automatically sent confirmation and the next item received is the invoice when your order ships. An unfortunate twist that I will absolutely apologize for was the individual that typically handles all online orders went out very early (unexpectedly) on maternity leave, that by no means excuses the lack of update on 5/21/20 when we found out that the raw materials had been delayed. That is absolutely our fault and for that I truly apologize, and I also truly apologize for my delayed response. I would like to offer you a discount off of this order that we will refund to your original payment method as our apology for the lack of communication. I will also be sending this email to your personal email that we have on file. I again truly apologize and we are actively working to get this taken care of for you. Thank you, be safe, be well. Julie Fitchet President / CEO Soundproof Cow