Camille R.
Posted
Please do not purchase from the Soothing Company unless you have extensive equipment and a team of people to move 2,000 pounds upon delivery
I purchased an approximately 1,700–2,000 lb Andalusian Wall Outdoor Water Fountain from The Soothing Company (Order #SC848094). After purchasing, I was informed that delivery would be curbside only and that I would be responsible for inspecting the fountain immediately. I was specifically told that any damage had to be noted on the Bill of Lading at delivery, with no exceptions, and reported within 24 hours, or the company would not replace the product. I immediately contacted The Soothing Company and explained that I would not have purchased the fountain had I known these requirements. I also contacted XPO before delivery because leaving a 1,700–2,000 lb fountain at the end of my driveway would block access to my garage. XPO agreed to deliver it into my garage. When the fountain arrived, the pallet was visibly broken/damaged. The driver arrived alone and had inadequate equipment to safely move this extremely heavy item. He spent more than two hours trying to complete the delivery and contacted his manager for assistance. The manager refused to send help and ultimately instructed him to leave the fountain in the street. I could not reasonably inspect a 1,700–2,000 lb fountain under these circumstances, particularly with damaged packaging and no adequate personnel or equipment. I therefore asked that the fountain be returned rather than left in the street. When I contacted The Soothing Company, instead of helping resolve the situation, customer service blamed me because my driveway has approximately a one-inch lip. Loren from The Soothing Company also responded: “Plus you bought a 1700lb fountain not knowing how it would be delivered?” This was especially troubling because I had immediately contacted the company after learning the delivery requirements and specifically told them I would not have purchased the fountain under those conditions. I have repeatedly asked The Soothing Company to provide a reasonable delivery solution that would allow the fountain to be safely delivered and inspected, or to provide a full refund. Instead, I have received dismissive and rude responses without a meaningful solution. For a very expensive, extremely heavy product, I expected reasonable disclosure, safe delivery arrangements, and professional customer service. Unfortunately, I received none of these. I am requesting a full refund with no restocking or other penalty. Based on this experience, I would not purchase from The Soothing Company again.