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| - So, I have been a customer of WSP for a VERY long time (more than 7 years) and I have to say that over the past two years their products and service have severely declined. I would highly recommend that you shop elsewhere.
Just a few of the issues that I have had:
1. Poor customer service, I work in a manufacturing and retail environment, one that is quite large to be exact, so I know how well a facility can be run, I placed an order once and forgot to add an item. I called their customer service to see if I could just add the item to the box already being packed and they tell me NO, you have to place a separate order for the 1 small item that I forgot, which would have been cost prohibitive because at that time they didn't include shipping in the cost (don't let the **FREE** shipping fool you ladies, it isn't free, it's just included in the cost of the item), not to mention ALL of the ridiculous packaging that goes into every box, seems like they only have ONE size box and they fill it to the GILLS with packing peanuts (very bad for the environment, I might add, thankfully I can freecycle them instead of tossing them, like I'm sure most people do). I think not being able to have an additional item tossed into a box that hasn't been sealed up is asinine. I can order stuff from Amazon and then order something else later and they will add it to the same box. If Amazon can do it ladies, I'm sure you can too!
2. Quality of items, the quality of some of the base oils I have ordered is highly questionable. Thankfully I use most of the stuff I buy for soap making so it doesn't matter *quite* so much, but it still should. I am paying for it, I expect it to last at least a little while.
3. Recent shipping times. I used to be able to place an order and have it ship out the same day, unless it was during the summer, when they seem to have less staff on hand. I just placed an order this week (On Tue in the AM) and their website STATES handling time of *1-3* business days. It does NOT, however, state that the day you place the order doesn't count and that preferential treatment is given to those who are their *gold* customers, or whatever. I looked online on Thur at 5:30pm and saw that the order still hadn't shipped (A $300 mind you, not a piddly amount) and almost blew my top.
After multiple calls to their "customer service" I get the old, well you should have paid for upgraded service, we can't be held responsible, blah, blah, blah garbage. I needed this order for a workshop I'm holding on Sat and here it is Fri and I have no stuff. I offer TWO solutions, ONE I will give you my UPS account number to send the items to me next day, Sat delivery (I offered this because it would be cheaper for ME in the long run since I spend over $1000 a week with UPS so I get good discounted rates) or TWO I will print off the UPS label FOR you and all you have to do is slap the damn thing on the box and call it a day. They won't do EITHER of them. I think it is COMPLETE BS that they are SO ABSOLUTELY UNWILLING to work with a LONGTIME customer to help me out of a jam.
Well, I can tell you that after this debacle, I will NEVER order another product from them AGAIN and I will be spreading the word to others in the Handcrafted Soapmakers Guild and the community to take their business elsewhere. There is another supplier, not terribly far from them that carries the same items for pretty much the same prices AND they offer same day shipping for orders placed before 3:00pm. I have NEVER had a harder time dealing with a supplier before and I spend my life doing purchasing for a multimillion dollar manufacturing company.
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