Hello Dianna,
Thank you for your full and frank review and the opportunity to publicly address our shortcomings. I'm hopeful that this note will reassure you and other readers that we truly do care, absolutely do stand behind our products and have made adjustments to help communications from falling through the cracks so thoroughly as yours did.
PRODUCT ISSUE, TROUBLESHOOTING, REFUND
1. I am very sorry that the Acadian Forest Deodorant caused irritation for you all and am grateful you have found a great product made locally in the Valley . . . that's wonderful!
2. I'm also really puzzled at the Sensitive Deodorant causing irritation, as it does not have baking soda.
3. It would be really helpful, please, to have batch information on the products you received. Please send us photos of the batch labels on the bottom of each jar. That will allow us to check out the test jar we keep on hand from every batch.
4. Please check your email for confirmation that a full credit for the 6 jars of deodorant has been issued, which will take up to a week for your credit card company to process.
COMMUNICATION ISSUES
These were caused by a combination of human and technological reasons.
Human - In reviewing all of the correspondence today I see that I dropped the ball completely and I apologize sincerely to you, Dianna. It's not my way to ignore people and in particular when they have an issue that deserves attention. I'm pretty direct and believe with my whole heart that clear communications solve pretty much anything and I am disappointed in myself for not meeting your expectations.
Phone - You mentioned not having calls answered. Please know that we check messages regularly and to our knowledge none have gone unanswered. If you ever do call please leave a message and we will get back to you, I promise :-)
Facebook Message - That's on me. I completely missed your private message and commit to doing better with sorting through the spam there to be sure legit messages are answered.
Email - It's been a challenge for quite some time to manage the community@soapnovascotia.com inbox for two reasons: 1. soooo much spam every day and 2. until last Monday all of the messages were showing as having been read, which, in combination with the amount of spam, made it easy to miss the legit messages that needed a response. I am very grateful to share that the 'mark read' problem has been solved and we will continue to block spam email addresses as they occur.
In closing, I am grateful to you for your persistence in reaching us and am hopeful that this note will at least help you feel heard, Dianna. I truly understand your frustration and why you felt ignored. Please know that you do matter to me and if I have a chance in future to prove that to you I will do my very best to not let you down.
Wishing you and your family a simply beautiful day, Leigh
