“I would have cancelled my order had I known you didn't have all the items that I put in the cart. Now I just have molds that I can't use. Will not be using your products ever again.
Really 0 Stars.”
“I bought two fabulous kits and and was really excited to receive them the packaging is so cute and they are really high quality. I love Sophie and Toffee products. My kits arrived really fast even theough I live in the uk.”
“Products arrived quickly and intact. Looked just like they showed.
The only downside for me wad the postage. Because where I live it was really expensive. On the plus side I would definitely order from them again.”
“Both resin bottles cracked and spilled inside the bag. I wrote to customer support 2 weeks ago and still no response to this day. Terrible experience.”
“Love the Disney and Warner Brothers craft kits! Items in the S&T store are also high quality. Was dismayed to find that the glue had leaked though and we may not have sufficient glue to complete our Pollypop set. That was the only bummer. They do have an avenue to report significant leakage but still a bit troublesome. Overall still a good experience.”
“I had issues with s&t two part resin not curing at all. It’s not as if I had mixed it incorrectly (I tried multiple times being super careful with the correct ratio) and it didn’t cure properly, it was not curing at all. I messaged them using their contact form with no response. Then email, and still no response. I bought from them again leaving a note in the notes section thinking surely they would read that, alas, nothing.
In desperation, I replied to an automated reply from them. I got one response, and after that reply, I haven’t heard anything back. It feels like they don’t want to deal with it.
I’ve bought a quite a bit of resins and moulds from them. Usually, fine. But one bad batch and lack of response really makes me lost my trust in them.”
“I have gotten the puni puni box and I likes it but the colorant for some reason separated and it leaked all in the bag and into box, and it seems that the colorant all dried up and nothing is left but dried colored bottles, what do I do.”
“Company is super slow been waiting over a month and a half for my order still hasn't showed up and yet I've been billed for the order behind that one when I haven't even received the first order I canceled my order cancel my account and I was still yet again charge I've emailed multiple times I get no response I need to cancel my orders I get no response and I have no productvery very very poor customer service experience”
Dear Bradley, Thank you so much for taking the time to share your experience with us regarding your order at Sophie & Toffee. We sincerely appreciate your feedback and want to apologize for the inconvenience you have faced.
We are truly sorry for the delay in the delivery of your order. We understand how frustrating it can be to wait for such a long time. We are currently working on improving our shipping processes to ensure better and faster deliveries in the future.
Furthermore, we deeply apologize for the billing issue you encountered, as well as the lack of response to your emails. We understand that this has led to a very poor customer service experience, and we want to assure you that this is not the standard we strive to maintain.
We would like to make things right for you, Bradley. Could you please provide us with your order details and contact information so that our dedicated team can assist you promptly? We genuinely value your feedback and want to resolve any outstanding issues as quickly as possible.
Once again, thank you for bringing these concerns to our attention. We appreciate your patience and understanding. We look forward to hearing from you soon and working towards rectifying this situation.
Best regards,
Sophie & Toffee Customer Service Team
Dear Verdonna,
Thank you so much for taking the time to share your experience with us at Sophie & Toffee. We truly appreciate your feedback and sincerely apologize for the delay in receiving your box from January. Our subscription boxes works like a pre-order and is usually shipped the following month. So if you have subscribed to a box in January, you will receive your box in February.
We understand the frustration that can arise when a package takes longer than expected, especially when it involves customs clearance. Your concerns regarding the delivery time are valid, and we deeply regret any inconvenience caused.
To ensure that such delays do not occur in the future, we would be grateful if you could provide us with some additional information. Could you kindly share the specific details of the order by emailing us at support@sophieandtoffee.com, such as the order number or any tracking information? This will enable us to investigate and rectify the issue promptly.
We value you as our customer, and your satisfaction is of utmost importance to us. We would like to take this opportunity to make things right for you. If there is anything else we can do to improve your experience with Sophie & Toffee, please do not hesitate to let us know.
Once again, we genuinely appreciate your feedback and apologize for any inconvenience caused. We look forward to resolving this matter and ensuring your future experiences with us exceed your expectations.
Warmest regards,
Sophie & Toffee Team
“I still haven't received my first kit. Ordered about a month ago. I don't think it has left the shipping yard according to the tracking number. I'll give you a proper review when it gets here.”
Dear Karen,
Thank you so much for taking the time to provide us with your valuable feedback regarding your experience with Sophie & Toffee. We truly appreciate your honest review and apologize for any inconvenience caused.
We are truly sorry to hear that you have not yet received your first kit, despite ordering it about a month ago. We understand how frustrating it can be, especially when the tracking number indicates that it has not left the shipping yard yet. Rest assured, this is not the experience we want for our customers.
We would like to make things right and ensure that you receive your kit as soon as possible. Could you please share more details by emailing us at support@sophieandtoffee.com with us regarding your order? Specifically, could you let us know your order number and any other relevant information so that we can investigate the issue and resolve it promptly?
Once again, we apologize for the delay and any inconvenience caused. We are committed to continually improving our services and your satisfaction is our top priority. If there is anything else we can do to make things better, please do not hesitate to let us know.
Thank you for your understanding and patience. We look forward to resolving this matter for you and receiving your proper review once your kit arrives.
Best regards,
Sophie & Toffee Team
