Super Soundproofing Co

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
***

The "Perfect Storm" of things going wrong!   Firstly, since 1997, we've had only one complaint:  Federal Express refused to deliver into a bad neighborhood in Puerto Rico!  Here's what happened here:First problem is that we had just put in a new phone system via Megapath, a...

"State of art" VOIP with new phones, new IP's, new voicemailboxes and new people using them.  This accounts for the missed messages and failure to return Mr. [redacted]'s calls.  That is now been fixed and the phones are operating smoothly.Next problem: a computer glitch, (which has never happened before in our 4 years of downloading orders from our shopping cart, Sitelink), caused his order to be billed, but not entered properly in our order processing system.  His order was billed, but not entered correctly to be shipped.Third: A failure by [redacted] to follow through and issue a refund to the request for the cancellation of Mr. [redacted]'s order.  He was new and unknowingly did not have the authority to process the refund via Paypal.  That has to be done by the Office Manager who was not notified of the need to do this.  He did cancel the order in the order management program, but the actual PayPal refund must be made by the office manager.  He did not know this, (The Order System can do Credit Cards but not PAyPAl) and so the refund was not made at that time.  (It has, of course been done by now).So, All we can do at this point is to extend our most abject apologies to Mr. [redacted] and ask him for a bit of understanding as we wouldn't be in business since 1997 if this was the normal course of events and convey to himthat we had no intention of "Keeping his Money"!  I certainly don't blame him for being angry for the way it was handled and I can only ask that he reconsider not doing business with us again, as we would try to make it up to him next time!
[redacted]Super Soundproofing CEOPh: [redacted]    FAX: [redacted]E-mail: [redacted]Anytime  (888) 942-7723Visit us at: www.soundproofing.org455 EAST CARMEL ST, SAN MARCOS, CA 92078

Review: I purchased $112 in goods from this company online. When I received the receipt for the purchase, it said that I would receive a shipping confirmation number shortly. I never received a shipping confirmation number or follow-up contact from the company.

On November 28, I was suspicious that nothing had arrived, so I called the company regarding the order. No one answered the phone despite several calls. I was only able to reach a nondescript voice mail box without even a company name recorded on the voice mail greeting.

Finally on December 2, I was able to reach someone by the name of [redacted], and he told me that one of the items was on back-order and the other item had not even shipped yet. Since they had not even made any attempt to fulfill my order within three weeks of the order placement, I requested an immediate cancellation and refund. [redacted] told me that I would receive a call or e-mail back regarding the refund.

I never received a call back. I called back again today (12/4/14), and [redacted] informed me that a refund had been processed. However, I show no record of a refund on my paypal account (where the purchase was made).

I would not recommend doing business with this company. If I had not followed up, it's clear that they would have kept my money without ever even addressing this order.

Business

Response:

The "Perfect Storm" of things going wrong! Firstly, since 1997, we've had only one complaint: Federal Express refused to deliver into a bad neighborhood in Puerto Rico! Here's what happened here:First problem is that we had just put in a new phone system via Megapath, a "State of art" VOIP with new phones, new IP's, new voicemailboxes and new people using them. This accounts for the missed messages and failure to return Mr. [redacted]'s calls. That is now been fixed and the phones are operating smoothly.Next problem: a computer glitch, (which has never happened before in our 4 years of downloading orders from our shopping cart, Sitelink), caused his order to be billed, but not entered properly in our order processing system. His order was billed, but not entered correctly to be shipped.Third: A failure by [redacted] to follow through and issue a refund to the request for the cancellation of Mr. [redacted]'s order. He was new and unknowingly did not have the authority to process the refund via Paypal. That has to be done by the Office Manager who was not notified of the need to do this. He did cancel the order in the order management program, but the actual PayPal refund must be made by the office manager. He did not know this, (The Order System can do Credit Cards but not PAyPAl) and so the refund was not made at that time. (It has, of course been done by now).So, All we can do at this point is to extend our most abject apologies to Mr. [redacted] and ask him for a bit of understanding as we wouldn't be in business since 1997 if this was the normal course of events and convey to himthat we had no intention of "Keeping his Money"! I certainly don't blame him for being angry for the way it was handled and I can only ask that he reconsider not doing business with us again, as we would try to make it up to him next time!

[redacted]Super Soundproofing CEOPh: [redacted] FAX: [redacted]E-mail: [redacted]Anytime (888) 942-7723Visit us at: www.soundproofing.org455 EAST CARMEL ST, SAN MARCOS, CA 92078

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I spent several months researching various methods, techniques and materials for soundproofing my living room windows after I moved into a new place recently. I ended up going with Supersoundproofing because they were a) the nicest b) the most knowledgeable and c) concerned about helping me find the solution that would work on the budget I needed. I spoke to a couple different gentlemen at this company several times over the span of a few months and they were always nice to me, patient listeners and understanding when I was frustrated about what to do. I am a musician in Pittsburgh and it was important to me to find an efficient solution that I could afford. The delivery came all the way from California but it was fast and the materials were quality and they work very well. The guys at Supersoundproofing encouraged me to call them while sizing and cutting and installing the materials if I was having any issues or had questions. I didn't need to do that, because their instructions on the phone when I ordered the products had been thorough enough. Now I no longer have to worry about city sounds interrupting my concentration or solitude while songwriting and recording, which brings me a great deal of peace and relief. We're even considering investing in some of these materials for our bedroom windows now, so we don't have to sleep with a noise machine. Highly recommend working with this company to figure out any soundproofing solutions you may need.

Super Soundproofing is an excellent company. I ordered some SSP Foam which came damaged, after E-Mailing a picture of the damage. a replacement piece was immediately shipped.

Thank You [redacted] for a timely and hassle free experience.