- May 6, 2015
- Reaction score
I'm not sure that WSP is shipping for RE. I don't use RE as a supplier, but I seem to remember that they are still operating in the same location and separate from WSP. I do know that Elements is still carrying their own product line and operating from the same place. My problem with my Elements order was...Ugh, I'm glad I learned about this acquisition. I have a special order from some soaps with RE's Bora Bora FO. I used the last of what I had, and since it will now be shipped by WSP rather than RE, I will need to order more right away if I want the soaps to be made and cured before the end of summer!
...I needed some no stir palm, and since I don't use palm that often I thought I had another bucket - but didn't. So I needed to order from a supplier I knew would get it to me in a reasonable amount of time. I have used Elements in the past, so checked there. It was listed as out of stock on the website, but as soon as the OOS notation was removed I placed my order. I added 2 bottles of sodium lactate and some Vanilla FO and pipettes - none of which I really needed but, you know, shipping. I got my order confirmation, and then a day or so later the shipping notice - which said the palm was OOS, but would be shipped when it was available - 'at no additional cost'. Um, hello, I've already paid for the palm and the shipping for that. So I sent an email (the contact us email now goes to WSP) - no response. After a few days I called - no available representatives so please hold - wait time of 7 minutes. I hold. After 7 minutes the call automatically goes to 'leave a voice mail' but guess what? The voicemail is full and I can't leave a message. I automatically go back to the 'please hold' queue and my wait time is now 5 minutes. This went on for awhile and I finally had someone pick up the phone. I asked if she could tell me when the palm oil would be back in stock. No, she really couldn't say. I asked if that part of the order could be cancelled so it wouldn't ship later and refunded. Why yes - she could do that. She told me the amount she was going to refund to my CC - it was for the palm only. I asked if she would adjust the shipping charges (because this was an order from Elements which doesn't have free shipping). Well, okay she would do that too. My order arrives and the box felt suspiciously light. No sodium lactate, with a packing notice that said it was OOS and I would receive a refund for the 2 bottles I ordered. So, I have now received a bottle of FO and some pipettes I really didn't need, and am still being overcharged for shipping and tax. I sent another email (as it was over the weekend). Sometime over the next couple of days, I did finally receive a response from someone at Elements who was more helpful. He was actually responding to the first email I had sent - I was wondering why on my order page I was seeing 'you could save $XX if I ordered from WSP'. But, since I had him there I explained the issues I was having. He looked at the order and said there was a credit pending and he would push it through. But it still didn't cover the whole difference in the shipping and tax I was charged. He said there was another $8 credit that I should see in a few days pending as well. It ended up taking a month, but I did get most of the difference between what I ordered and was charged (including shipping and tax) and what I received (with what the shipping and tax should have been).
I really hope the problems I had were only temporary and that things improve again at Elements. I've always been very happy with their products and service, and am willing to give them another try. Although I have to say, I don't like finding out after I receive my order that something is out of stock and not included. If I were selling and relying on something I ordered to be delivered, and only found out I wouldn't be getting it a week or more after I ordered it - that could be a big problem.