songofskin.com Avis 15

Réponse de songofskin.com

Actualisé il y a un jour

We are sorry to hear about your experience and understand your frustration.

According to our records, your order was shipped on the 6th business day after it was placed, which is within our stated 4–7 business day processing timeframe. Once a shipment has been handed over to the carrier, tracking updates and transit times are managed by the shipping company and may occasionally experience delays between scans.

We have provided the tracking information and have continued to respond to your inquiries with the latest updates available to us. Your package is currently in transit, and we encourage you to monitor the tracking for the most current delivery status.

We appreciate your patience and thank you for your business.

Réponse de songofskin.com

Actualisé il y a un jour

Hi Connor,

We're sorry to hear that you were disappointed with your experience.

To clarify, creating a shipping label does not mean an order has been shipped. A label is generated as part of the order processing workflow before the package is handed to the carrier. As stated on our website, orders are subject to a processing time of 4–7 business days before shipment.

Your order was shipped within the stated processing timeframe. We understand that waiting for tracking updates can be frustrating, especially when you're eager to receive your order, but at no point was your order left unshipped after the promised processing period.

We continuously work to improve our customer service and appreciate your feedback. We also strive to provide accurate processing and shipping information so customers know what to expect before placing an order.

Kind regards,

Song of Skin Customer Support

Réponse de songofskin.com

17 févr. 2026

We’re very sorry for the inconvenience and for the lack of response. Unfortunately, our previous customer service email had a technical issue and some messages did not come through properly.
Please email us directly at hello@songofskin.com and include your order number and a photo of what you received. We will respond as soon as possible and make sure you receive the correct items right away.
Thank you,
Song of Skin Customer Support
hello@songofskin.com

Réponse de songofskin.com

17 févr. 2026

We’re very sorry for the inconvenience and for the lack of response. Unfortunately, our previous customer service email had a technical issue and some messages did not come through properly.
Please email us directly at hello@songofskin.com and include your order number and a photo of what you received. We will respond as soon as possible and make sure you receive the correct items right away.
Thank you,
Song of Skin Customer Support
hello@songofskin.com

Réponse de songofskin.com

Actualisé le 17 févr. 2026

Thank you for your review — and I’m truly sorry for the frustration this caused.
I want to clarify one important point: this order was absolutely made, and we never stated otherwise. We also did not ignore your request.
According to our Shopify refund records, we processed a refund for all missing items, and we also refunded your shipping cost back in May 2025.
This includes multiple refund transactions and a confirmed shipping refund, which were completed at that time.
The only item that was not refunded is the one product that was successfully delivered and received.
If you’d like, please email us again at hello@songofskin.com with your order number and we can resend the refund confirmation details for your records.
We truly understand how disappointing it is to place a large international order and not receive everything as expected — and we did our best to resolve it fairly by refunding the missing items and shipping.
Thank you,
Song of Skin Customer Support

Réponse de songofskin.com

17 févr. 2026

We’re truly sorry for the disappointment and confusion — we completely understand how frustrating this is, especially when you paid for express shipping for an upcoming trip.
Your order was automatically cancelled by our system, and it was not cancelled manually by our team. This can occasionally happen due to automated fraud-prevention checks or payment verification issues.
We sincerely apologize that the cancellation email made it sound like it was cancelled “per your request.” We agree that wording is misleading, and we are working on improving that.
If you would still like to place the order again, please email us at hello@songofskin.com and we will gladly help you reorder and prioritize processing if the items are still in stock.
Thank you again for your support, and we’re very sorry for the inconvenience.
Song of Skin Customer Support
hello@songofskin.com

Réponse de songofskin.com

17 févr. 2026

We’re very sorry to hear about your experience, and we sincerely apologize for how this came across. That is not the level of customer service we aim to provide.
Once an order is shipped, tracking updates are provided by the carrier, and delays or stalled scans can sometimes occur while the package is still in transit. However, we absolutely agree that our communication should have been more helpful and professional.
Please email us at hello@songofskin.com with your order number, and we will review your shipment status right away and assist you with the next steps.
Thank you,
Song of Skin Customer Support
hello@songofskin.com

Réponse de songofskin.com

17 févr. 2026

Thank you for your message. We’re sorry for the confusion.
For order SOS43793, the carrier tracking shows the package is marked as Delivered. This means the shipment was successfully handed off and completed by the carrier.
If you did not receive it, we recommend:
checking with household members, neighbors, or building management/mailroom
checking around the delivery area (front door, side door, parcel lockers, etc.)
contacting your local carrier office to request the GPS delivery scan and delivery confirmation details
Please email us at hello@songofskin.com with your order number and shipping address, and we can also submit a carrier inquiry from our side.
Song of Skin Customer Support
hello@songofskin.com

Réponse de songofskin.com

17 févr. 2026

Hi Krystel,
We’re sorry to hear about your experience, and we understand how frustrating it is when a product doesn’t work for your skin.
Song of Skin is an authorized retailer and all products we sell are 100% authentic. However, skincare results can vary greatly by individual, and some customers may experience irritation or sensitivity depending on their skin type and ingredients.
If you experienced a reaction, please discontinue use immediately and reach out to us at hello@songofskin.com with your order number and the two product names so we can review the ingredients and assist you.
Song of Skin Customer Support
hello@songofskin.com

Réponse de songofskin.com

17 févr. 2026

Thank you for your feedback, and we’re truly sorry for the surprise charges — we completely understand how frustrating that is.
For Canadian (and other international) orders, the shipping fee paid at checkout covers only the shipping cost from our New York warehouse. Customs duties, import taxes, and UPS brokerage fees are charged separately by the carrier/government upon delivery, and unfortunately these fees are outside of our control and are not collected by Song of Skin.
We always want customers to feel informed, and we appreciate you bringing this up — we will continue improving how clearly this is communicated at checkout for international customers.
Thank you again for your support,
Song of Skin Customer Support
hello@songofskin.com