So far, very disappointed
As a new soaper, Brambleberry was one of the first places I stumbled upon while searching for suppliers. I'd like to post my experience and get some feedback from Brambleberry "regulars" just to see if this is normal, and I hope that's OK.
So far, I've placed 2 orders, and have less than positive experiences.
Before I placed my first order, I called a few times to ask about the company and practices. They have nice people. I was told that I'd receive a $10 off $60 coupon with my first order, and a free FO sample with every order.
First order. I made a zip code error, called immediately and got VM. I call next day and they said they'd take care of it. FedEx called me 5 times, I called BB to fix it again, etc. It's like it was never taken care of. The day it arrives, I come home to an entire first floor smelling like (a really fabulous) Cherry Almond. The bottle leaked in shipping. To their credit, they did ship immediately. Coupon was not included, but was told I could write a note next time with my order.
Second order. I need a mold DESPERATELY for this upcoming Saturday. Potential long-term large quantity customer. After I called about coupon, they applied it. Order was supposed to be here this past Tuesday. I track it, and FedEx "cannot locate recipient." The wrong zip code was entered (even though my sales receipt, my account etc reads the correct one). They fix it, and then it will arrive Wednesday. Arrives with tape cut/ripped along middle length - with NO MOLD even though I was charged. No sample FO, either. They called back today. I ask if they can overnight, they say they sold out and would refund my money. "Policy" is to leave it out if they are depleted, but I can "request" to be told of such things in the future. Unless I can beg my potential customers to extend the "prototypes" requests, I'll have lost out completely. I'm so mad and disappointed.
Is this normal? Do BB regulars experiences these types of things all time?? I'm trying to figure out if I need to find other suppliers.
Thanks everyone!