MJ G
Google
I’ve been using Soap Box for a little over a year and in the beginning was quite impressed with their quality of service and turn around time. I was so pleased by the cleanliness and turnaround of my clothes that I did not mind the fact that their price point for service was higher than the average price point in the neighborhood.
However, within the last month and half, there has been a steep decline in service. Instead of the usual 2-3 day turn around, I’d get quoted a week. I’d accept the time frame, but was disappointed when a week later, not only did Soap Box not know the status of my clothes but could not determine how delayed it would be!
The quality of Customer Service also dropped. During work hours, I would get back to back to back calls from Soap Box without voicemails being left. When I’d return the call, the Soap Box rep would only answer “hello” without acknowledging I’ve reached the Soap Box or inquiring how they could help me—essentially a lack of customer service.
Most recently, I picked up an order of clothes that arrived later than expected. When I got home, I realized I got my clothes and two separate orders of clothes owned by two different people. I immediately called Soap Box. Again, poor customer service. I felt like I had to carry the conversation and provide a solution for them. I advised them that they could pick up the two orders that weren’t mine. Initially, Soap Box was agreeable. However, two hours later they called me and asked for my Credit Card so they could charge me for a pick up.
I was utterly confused because in what world would I pay for a company to pick up items they incorrectly gave to me. When I asked why they needed my credit card, I was told that they needed to charge me for pick up and that they’d credit my account.
I refused to provide my credit card and advised they figure out a solution that doesn’t include using my credit card.
An hour later, I was advised if a rep from Soap Box could pick up the items the next day. I acquiesced. They did not provide the name of the rep. They also placed a lot of trust in a strangers hands to hold on to two other people’s clothes. If my clothes were missing and improperly given to someone else, I would not want them to delay in retrieving such items.
The next day, the rep was 30 minutes later than scheduled. The Rep appeared annoyed , was not apologetic for the mistake and error, he did not try to make up for the mistake or the credit card request, and didn’t say thank you for safely housing the items.
I’ve decided that this last experience was the straw that broke the camel’s back. I will not be back and I highly suggest you take heed with your belongings because they may allow a stranger to hold onto your items without concern and ask that stranger to front the cash to schedule a pick up.
