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#1

Member
Israel
(This post was last modified: 07-08-2016, 07:40 AM by Slava.)
Hello guys! I'd like to share with you and I would like to hear your comments and opinions about my experience contacting Van Yulay customer service. In order to start I want to tell that I ordered from Van Yulay Ebay store 5 soaps in a period of several weeks. Two came in a good condition, but one of the last was really destroyed. It looked totally melted down as if someone used it already. When I opened it the soap was all over the container and on a lid. I paid for this soap $23 includin shipping and may hope that I'll get an item in a perfect condition. Also I've heard that artisan soap makers really care of their customer base. But here when i contacted Van Yulay through the Ebay I've got a shocking answer: "Might be from the heat, and I am sorry for that. It will still whip up good and give you a great shave". Monica

That's how it looks when I opened the lid.

[Image: IMG_20160708_075835.jpg]

[Image: IMG_20160708_081039.jpg]


And that's how it supposed to look

[Image: image.jpg]

I think it's obvious that there is a difference and the answer it will still whip up and give you a great shave is no a proper answer.

What do you think guys?
#2

Administrator
Philadelphia, PA
(07-08-2016, 06:55 AM)Slava Wrote: Hello guys! I'd like to share with you and I would like to hear your comments and opinions about my experience contacting Van Yulay customer service. In order to start I want to tell that I ordered from Van Yulay Ebay store 5 soaps in a period of several weeks. Two came in a good condition, but one of the last was really destroyed. It looked totally melted down as if someone used it already. When I opened it the soap was all over the container and on a lid. I paid for this soap $23 includin shipping and may hope that I'll get an item in a perfect condition. Also I've heard that artisan soap makers really care of their customer base. But here when i contacted Van Yulay through the Ebay I've got a shocking answer: "Might be from the heat, and I am sorry for that. It will still whip up good and give you a great shave". Monica

That's what  I wanted to share and it's a pitty I can't upload a picture yo show here how it looks.

this is actually a fairly common problem with some soaps when it's very hot outside. some people recommend sticking it in the freezer for a while to see if it'll firm up.

Lfs70 and BadDad like this post
Tu ne cede malis, sed contra audentior ito.
#3
All you have to do is tell them you'll open up a case against them if you don't get another soap or a refund. That usually lights a fire under their butts
#4

Member
Israel
Added some pictures. And thanks for an answer. But i don't accept it's because of a heat excuse. I've got 4 other soaps totally fine. And if it's corrupted by a heat it's the problem of the seller.
#5

Member
Israel
Thanks for an answer and support! That's what I think to do. Hate to open disputes, but here i have no choice I think. I ordered once an alum from Maggard razors through the ebay too. and i recall it came a little cracked from one side. I only mentioned about it, that I paid my money and got a cracked item and was immediately refunded the full sum. That's what I call a customer service. And here I feel apathy and no will to satisfy customer. May be their business is too prosperous they can sneeze on one unhappy customer, who knows?
(07-08-2016, 07:42 AM)gregkw12 Wrote: All you have to do is tell them you'll open up a case against them if you don't get another soap or a refund. That usually lights a fire under their butts

SCShaver likes this post
#6
Did you ask to exchange it? It's not clear from your post. If they refuse to exchange I get your gripe but I'd you haven't asked, starting s thread about it seems inappropriate.

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Merkur Man likes this post
#7

Member
Israel
I want a solution. Or a new soap or a refund. It's clear I think. But I've got an answer that there is no problem
#8

That Bald Guy with the Big Beard
Bishop, CA
Let me be the bad guy...

Its July. Its hot. Your soap went from the artisan to post office sorting facility or two, in the back of a hot truck without air conditioning, to another post office warehouse by truck, to your local PO sorting, to another hot ass truck, and finally to sit in your hot mailbox all day until you came home from work.

There is very likely nothing wrong with your soap that a little cold cant cure.

The artisan cannot be expected to control their own quality, the heat, the air conditioning in the post office warehouses, and the heat in your mailbox.

Many artisans explicitly state that ordering during the heat of summer poses potential risks.

This isnt an excuse, it is a legitimate reason for why your product looks as it does.

Full refund or free soap? I think it is you that is being unreasonable. The response you received may not be what you wanted to hear, but it is accurate and does not in any way appear ungrateful or inconsiderate.

I would recommend buying soft soaps in spring, fall, and winter, when the weather has less effect on the appearance of it...put the soft soaps on hold for 3 months, and use what you have...

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Weagle, mr. smith, SCShaver and 2 others like this post
-Chris~Head Shaver~
#9

Brother
U S A
Give that member some respect. He's from Yugoslavia.
DE Gillette
#10
The item is clearly not as it should be. An eBay case should solve this in favour of the buyer.


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