I placed Order #519728 on August 21, 2020 and my credit card was charged August 22. A month later I hadn't received the shipment, so I logged in to find my order was still in "processing" status. I checked my email and noticed that I had never received the automated "Your Order Shipped" alert that Vermont Soap usually sends upon shipping an order.
I inquired with Vermont Soap. On September 21, they claimed that the USPS had an issue with my address -- the address saved on my Vermont Soap account, used for 10 successful orders since August 12, 2014 -- and the shipment had been returned to them September 11. By that point, they had known for 10 days. They had never notified me.
In Vermont Soap's replies to my emails, I got their apologies for the issues from the UPS and USPS. I got apologies for confusion and misinformation. I never got apologies for the fact that nobody reached out to tell me, despite knowing my order hadn't been fulfilled for a month after taking my money.
When I asked what was going on with my order, I was told that a refund request was submitted by Vermont Soap. I never saw evidence of a refund, so I had to file a complaint through my credit card company instead.
I got a weak explanation that my address on record was the culprit. I never got assurance that future orders I placed would be delivered.
I enjoyed Vermont Soap products for six years. They were fine products. But a week of unacceptable customer service washed away years of trust.
I must say, I've been delighted by just how many competitors are available today. I had feared that it'd be difficult to find a worthy replacement, but the only difficulty was choosing from dozens of new players in the organic skincare industry. Thank you Vermont Soap, for blazing the trail for legit businesses to follow.
Off my soapbox,
Gary
Former Vermont Soap customer, 2014-2020 read more