What do I do if I'm not happy with my shaving purchase - negative reviews

You can't automatically assume the customer didn't know how to use the product. Anyone buying Cutting Edge soap is most likely an experienced hobbyist wetshaver that knows how to create lather with a brush and wouldn't contact the artisan for a walkthrough.

Every customer is entitled to their opinion, whether it be pleasure or displeasure with the product.  That's a liberty we have and hopefully always will.  If the customer in question truly felt the product was subpar, then so be it.  As a vendor, you're going to have to have a thick skin and let those comments roll off.  Sure, it isn't a desirable response, but as long as you and the majority of your customers are happy, who cares what a few outliers say?  Your true fan base will support you either way.  You'll never make everyone happy, and your goal shouldn't be to do so.  I've yet to have used your product, but from what some of the other members have said, whose opinions I trust, you make a fine damn soap (excuse my language).  One bad review won't sway me if there are so many positive ones.

That being said, there is no need to be rude or derogatory to express one's opinion.  If the customer was using foul language, making unwarranted comparisons, etc., then I can completely see why you would be upset.  This type of behavior is classless and truly has no place.  For whatever reason, it seems as if some people think that the freedom to express themselves means to do so in the most vitriol way.  Perhaps the ability to easily reach a broad audience while keeping their identities hidden has emboldened some folks to be the trolls they are.

As far as a customer contacting the company or owner, that's a bit of a hit and miss.  Larger companies will usually have cookie cutter responses that really don't mean much, if they respond at all.  Smaller companies may take the time to respond, but emails sometimes get lost in the shuffle.  They're busy trying to run their business and put food on the table, so may not see an emails that might be coming in from a customer.  Additionally, they may not have the luxury of reading and responding to every email that gets sent to them.  I would assume that their is a pecking order, and customers may come near the bottom, especially when considering they must deal with other types of business related emails (bills, invoices, distributors, etc.).  My assumption here could be completely wrong since I don't own or run a business of my own, so please forgive me if that is the opposite of your experience.

As you can see, I have mixed feelings about this.  I think it's hard to gauge without reading the original comment.  Either way, just keep plugging away at what you do.  If your product is great, people will buy it and word will spread.

dfoulk I applaud you on starting a difficult topic. I really thought "Wet Shaving" would be a gentleman's hobby, and while I have met and talked to many fine upstanding gentleman through these forums there are also the Cyber bullies who gain their enjoyment from attacking small Artisans on their products. I made the mistake once of going head to head with one, however, I could not stoop down to their level. I now try to give my honest opinion of the article without attacking or insulting. I do hope that the majority of good people out there will ignore or at least hold very little trust in these people. My experience over time has shown me no Razor, soap , cologne etc. is perfect but some work better for me than others. I know for me, having Asthma I need to avoid certain scents, and complex scents as they can trigger an Asthma attack. Many people love these complex scents, but I certainly cant use them, doesn't mean they are bad just not for me.

On one hand, not every criticism is an unwarranted attack. I know that's not the tenor of this thread, but just wanted to put that out there.

OTOH, don't be a dick.

Since you have mentioned the Cutting Edge web site, one thing that has prevented me from considering Cutting Edge Soaps is the ingredient listing:

Soap Ingredients -  Potassium Hydroxide, Sodium Hydroxide, Stearic Acid, Castor Oil, Duck Tallow, Kokum Butter, Cocoa Butter, Mango Butter, Shea Butter, Cupuacu Butter, Lanolin, Mirumiru Butter,  Gylcerin, Aloe Water, Xanthan Gum, Silk Peptides, Allentoin, Meadowfoam Oil, Vitamin E, Broccoli Seed Oil, Sucrose Cocoate, Punarnava, Silk Peptides, Sodium Gluconate, Sodium Lactate, Abyssinian Oil, Sunflower Lecithin, Pomegranate Seed Oil, Fragrance Stabilizer, Fragrance,

Typically, ingredients are listed in the order of decreasing weight. Since potassium hydroxide and sodium hydroxide are listed as the first two ingredients in the formula, I immediately rejected your product as a potential for my den. No other soap I have ever used lists these two alkalis as the primary ingredients.

Yeah, that's my fault and something that I need to correct as these ingredients are not in the correct order.

You can't automatically assume the customer didn't know how to use the product. Anyone buying Cutting Edge soap is most likely an experienced hobbyist wetshaver that knows how to create lather with a brush and wouldn't contact the artisan for a walkthrough.

Yeah, I do wish that the customer would have reached out though as I have no way of knowing what the problem could have been.  I can't really gauge their experience level either way.  At the time they listed some other favorite soaps that weren't exactly what most would have put in their top tier.  To each their own I guess.

You can't automatically assume the customer didn't know how to use the product. Anyone buying Cutting Edge soap is most likely an experienced hobbyist wetshaver that knows how to create lather with a brush and wouldn't contact the artisan for a walkthrough.

Yeah, I do wish that the customer would have reached out though as I have no way of knowing what the problem could have been.  I can't really gauge their experience level either way.  At the time they listed some other favorite soaps that weren't exactly what most would have put in their top tier.  To each their own I guess.

As I said in my earlier post, preferences for shaving soaps can vary significantly. Many of the more recent artisan soaps include lots of skin-friendly ingredients designed to provide a great post-shave experience. I love those soaps as my skin is sensitive. but not everyone needs or wants that type of soap. I know a number of people with skin types who do not benefit from these ingredients. If the reviewer who gave your product a negative review is one of these shavers, then that may be why they did not like your soap. Since their favorite soaps were not those you put in your top tier, that is likely to be the case. Like I said earlier, there are those who love Arko and Williams.

Although your would love to get positive reviews, preferences in all shaving supplies vary so much that you will always get a range of reviews.

Absolutely!  In short, be a decent human being as every religion, or even humanism, promotes. A shame adults need be reminded of this. My absolute favourite vendor has certain soaps that just don't work for my skin. Easy enough to inform the artisan and discretely sell. If treated unfairly or dishonestly, that another matter but rare.  Mostly these are small businessmen on the razor's edge, not ballers.

Finally, David, from the first usage, your soaps were top 4 for to my perspective. The packaging and scents might have been perfected further and the price raised to reflect the quality of ingredients but the properties were incredible for an initial launch.

You have been a Godsend regarding helping people find their right soap over the years and thank you for the efforts. Definitely looking foreward to the relaunch. 

Folk, let's not be Scott

https://youtu.be/E7HegNSoWs4

What about the Baller’s Dan? No love for them?
I’m offended by your soft bigotry here 
Also, Walgreens has a care packet for you

Absolutely!  In short, be a decent human being as every religion, or even humanism, promotes. A shame adults need be reminded of this. My absolute favourite vendor has certain soaps that just don't work for my skin. Easy enough to inform the artisan and discretely sell. If treated unfairly or dishonestly, that another matter but rare.  Mostly these are small businessmen on the razor's edge, not ballers.

Finally, David, from the first usage, your soaps were top 4 for to my perspective. The packaging and scents might have been perfected further and the price raised to reflect the quality of ingredients but the properties were incredible for an initial launch.

You have been a Godsend regarding helping people find their right soap over the years and thank you for the efforts. Definitely looking foreward to the relaunch. 

Folk, let's not be Scott

https://youtu.be/E7HegNSoWs4

What about the Baller’s Dan? No love for them?
I’m offended by your soft bigotry here 
Also, Walgreens has a care packet for you

What’s a baller?

Absolutely!  In short, be a decent human being as every religion, or even humanism, promotes. A shame adults need be reminded of this. My absolute favourite vendor has certain soaps that just don't work for my skin. Easy enough to inform the artisan and discretely sell. If treated unfairly or dishonestly, that another matter but rare.  Mostly these are small businessmen on the razor's edge, not ballers.

Finally, David, from the first usage, your soaps were top 4 for to my perspective. The packaging and scents might have been perfected further and the price raised to reflect the quality of ingredients but the properties were incredible for an initial launch.

You have been a Godsend regarding helping people find their right soap over the years and thank you for the efforts. Definitely looking foreward to the relaunch. 

Folk, let's not be Scott

https://youtu.be/E7HegNSoWs4

What about the Baller’s Dan? No love for them?
I’m offended by your soft bigotry here 
Also, Walgreens has a care packet for you

What’s a baller?

Well...I’m going to give you the Urban Dictionary’s definition which covers it best:

A baller can refer to a great basketball player or a lavishly successful person. It can also describe someone or something as "excellent," especially in some spectacular way. The term is often pronounced and written as balla

Example: That guy (insert name here) who had James at Wolfman make him two Titanium Razors in March 2021 with a WRH5 AND WRH6 handle is a straight up baller.