Review: Soak.com – a personal warning to others about this bathroom retailer

Is social media the best way to relate to customers?

An organisation, in my opinion, which is more interested in posting on social media than responding to real paying customers

When I wrote a review about them on TrustPilot they made a complaint to get it removed.

About Soak.com, says the blurb on the website of this bathroom retailer: ‘Firstly we treat you like a human being, not a robot … And we like nothing more than to exceed your expectations.’

Sadly my experience of Soak.com has been the complete opposite – hence this review.

Firstly I buy loads of stuff online and actually most organisations are pretty good these days at delivering the goods.

Maybe Soak.com was once such a company – on its website it claims it was voted business of the year. However, that was 2012…

So briefly my experience: I bought a vanity unit, the money went out of my bank account. On the day of delivery a massive lorry turned up at the drive wanting to edge through our narrow gates. I suggested taking the unit off the lorry and putting it inside the drive. Driver refused. By the time I had relented and opened the gates (worrying about how this huge lorry would reverse out…) she had driven off with paid for goods inside.

I rang Soak.com and after a long wait finally got through – but the person said it was top secret. She couldn’t speak to me about the delivery to my home as my husband had ordered it and not me. So I had to ring the delivery company myself and arrange for it to be delivered again. I waited in again and nothing arrived.

Numerous calls and emails to Soak.com all went unanswered – this is despite employees at Soak.com having the time to regularly post on social media such as Twitter, Facebook and Instagram.

So in desperation I left a review on Trustpilot. Immediately someone called ‘Natasha’ left a soothing message to call but when I did no one answered (and it was just the general number for the call centre with a load of options.) My view on this is Natasha just sticks responses on complaints on TrustPilot but the reality is it is just a PR stunt – if she exists, she’s not really interested in helping any customer.

But what I dislike most are the way staff at Soak.com belittle customers on social media. As no one answered the phones I was forced to talk to Soak via TrustPilot and Facebook. On Trustpilot someone called Anna apologised for the lack of delivery and said a refund for delivery had been made. This was later rescinded with the nitpicking excuse that my husband’s card had been used to order the goods and not mine. The responses were really patronising and I am shocked frankly that any company would make any belittling responses like this to anyone (everyone is a customer!!) And publicly for other potential customers to read…

Unfortunately I am not the only disappointed customer – there are many complaining about the lack of customer service on Soak’s own Facebook page.

It’s a far cry from their description written by themselves on their website. Says Soak.com ‘Our mission is to offer guidance and support,’ says the blurb,  ‘to listen carefully and put you at the heart of a process that’s as personal with a focus and desire to deliver a hassle-free journey that’s all about you!’

It adds their logo – an elephant – represents them ‘Wisdom, Support and Strength.

Noble words but they should be careful making such inaccurate claims doesn’t land them in trouble with the Advertising Standards Authority.

UPDATE: Soak deleted my review on TrustPilot – any company that sensors reviews is one to avoid!!

After another failed delivery when I waited in all day for nothing, the vanity unit finally arrived –  but without the correct taps. Soak.com say they are sending out some more.

Since then I have found this vanity unit ‘exclusive to soak’  could have been ordered from Amazon for next day delivery. I don’t therefore think there is any reason to use Soak when you can purchase their stock elsewhere without such hassle (let’s be honest, whatever you think about Amazon for them the customer is king…)

I asked Soak.com if they had any comments to make but their PR department did not respond to my emails.

Esure wouldn’t pay out – my personal nightmare in the Daily Mail

Have you had a problem with Soak.com or another internet company? It’s in the public interest to expose bad service! Contact me for free advice about telling your story >>>