Spongelle: Beyond Cleansing Avis 

⭐ 1 Star – Very Disappointing Customer Service

I placed my order on August 18, specifically because I wanted the items for an upcoming trip to Europe. A full week later, my order still had not shipped.

I contacted customer service and was eventually told that my order would only be shipping today, August 25, which means I will not receive it before leaving for my trip.

What disappointed me most was the customer service. I received a quick apology, no offer of compensation, discount, shipping upgrade, or even a small gesture to acknowledge the inconvenience. I also felt as though the representative was more interested in getting me off the phone than trying to make the situation right.

I understand that shipping delays can happen, but good customer service is about how a company handles those problems. After waiting a week for an order to even ship, I expected more than a quick apology.

Unfortunately, this experience has left me extremely disappointed with Spongellé and their level of customer service.

I ordered on May 29th. Today is June 16th. Nothing has arrived and never heard anything about shipping. Also, I ordered 2 sponges for my 2 grandsons. They could not fulfill one of the kid items. Now I will be short a kid sponge for birthdays and no offer to replace with something else. They did refund my money on that item. I’ve reached out to customer service twice and did get a “sorry” response but nothing else but they did say my order was shipped!! I WOULD NOT order from them.

I ordered over 3 weeks ago and my order hasn’t not been received. I am unable to contact Customer Service. The company charged over $100 on my credit card!!

I preordered and paid a diffuser since April 2024 but have not yet received it. Been promised many times if its arrival but it’s already September, I have not received yet. Do not preorder, this company does not perform as they promised.

I have 4 orders that are limbo. The tracking info reads they printed a label but are not in possession of the packages. I messaged Paulina in customer service, but when she couldn’t answer my question, she merely ignored me and stopped responding. Their products are fabulous, if you can get your hands on them.

I do love the spongelle product, but sadly the company is run poorly in my opinion. I’ve ordered several times now, and not during any big holiday season, and both times it took 3 plus weeks to get my order and both times something was missing. It’s too much hassle to order again.

Placed order which was confirmed and my credit card was charged. Order was packed and shipped very quickly. However, when order arrived it was missing two items. Packing slip had them listed, but they weren't in box. Could not reach customer service. Even called and kept getting disconnected after several rings. Finally got on their website and was able to chat with someone. Apparently, their warehouse team was not keeping up on inventory and these items were out of stock. However, I was not informed nor given an opportunity to substitute as these were Christmas gifts. I was told that customer service was also overwhelmed due to the inventory problem. Product might be great, but this company needs to get its act together. They advertised a lot, but fell flat on their face. I now have to try to get a refund. Not sure if I'd trust placing another order with them after this experience.

Placed an order on Nov 24, still has not shipped. No response from customer service via email, Facebook or phone call. In comments on Spongelle's FB page, many other customers are experiencing the same issue.

Terrible customer service - ordered a number in November as gifts and no sign of despatch two weeks later. Sent various messages and phoned customer service but utterly inadequate response. No idea if I will receive what I've ordered and don't seem to be able to cancel order and get a refund!!!

I really liked a Spongelle gift I received from a friend a couple years ago, so I decided to order products from the company’s app to give to loved ones as Christmas gifts.

I placed a fairly large order in November, but only part of it arrived.

I contacted customer service, which only offered me information I’d already looked up myself. (They linked me to the tracking sites, which reported that my items were delivered. But they had NOT been delivered; I have security cameras to verify that.)

I finally received the rest (the bulk, really) of my order in mid-January, but the items (most of which are holiday-themed because they were supposed to be Christmas presents) are way too late and just sitting on my counter.

I ordered a Christmas gift for my sister in November well in advance (according yo advertised delivery times. By mid December the product had not arrived. I tried to have the product redirected via the chat line and was assured some one would contact me about delivery
They did not. Once again, via the chat line, I co tactwd the company and was assured the products would be delivered to my sister and someone would be in touch. No one contacted me but the products finally arrived at my address. Just really poor customer service

An item was added to my order that was not in my cart at the time I placed the order. Now I am being told I have to pay for return shipping for an item that I didn’t even order! Horrible customer service.

Awful company have been emailing for days reference my order had a response reference delivery but order still did not turn up so I have now been emailing daily and not had any response, have requested a refund no response. Paid for my order a month ago and still no goods.

I ordered multiple items as stocking stuffers for numerous people. The order was placed on December 10th.

My order was not delivered until December 24th, which meant that the items did not make it to their intended recipients. In addition, my order was missing 1 item.

I contacted customer service. I received an apathetic and somewhat condescending email about how I should understand that everything is slow due to COVID-19. I was also told that the missing item would be sent to me shortly.

It is now January 12th. Nothing.

I contacted customer service AGAIN yesterday (January 11th) with the entire thread of emails between the first "professional employee" and myself. The response was a tracking # of my original order stating that the order appears to have been delivered. Clearly, NONE of the previous emails from December 24th had been read.

I am exhausted from these fruitless exchanges. This is beyond ridiculous and insulting. I just want my money back at this point.

I absolutely love this brand!! :)

Simply the best and their products are great 👍🏼