I placed an order and I proceeded by an interactive transfer and I never had any follow-up for 1 week to indicate that they received my payment. I sent two messages to customer service with no response. I also called customer service to complain, the agent told me that I will receive a call from its manager within 20 minutes and I never received a call.
Poor service !
Please avoid. They took my friend s money, and her order never arrived.
This is by far the absolute worst supplier I have ever dealt with. Their email customer service is horrid and never provides any accurate or detailed answers. I truly felt like my order did not matter at all. I placed an order over a month ago and have yet to receive my back ordered products. And each inquiry into where they are leads to generic responses about how they take 1-2 weeks to come back in stock. And to top it off I paid for extra for rush shipping so they mailed me lids and droppers but NO jars or bottles. AND they didn't tell me about the back ordered items until AFTER they shipped me a whole pile of lids I can't use. So I didn't even have the opportunity to cancel my order and try another supplier. And the best part... they didn't even offer a refund of the rush payment. No coupon. No apology. Nothing. Terrible customer service and I will NEVER deal with them ever again.
Sweatshops in China have better customer service. This is the most ridiculous company I have ever dealt with. never again. I mean. The most RIDICULOUS. i never give bad reviews... this is a first even for me. Unethical.... low vibes all around. asked the receptionist about product availability, she checked on it, said it was not available, then i said "this is why my order takes so long" ...she snapped and started yelling that i "tricked" her into doing customer service. what a weird company?! this was my first order ever and i wondered why it was taking 3 weeks to even get it out of the processing line... the employees seem on the edge... she said she could lose her job over this. i am sorry for the girl, but what kind of company is this! seriously... the weirdest experience. I will stick with my other suppliers. Thank you, no. Had I known what the deal is I would have paid $15 to get my order on time. and if you too have an awful experience, file a complaint with BBB
Wonderful people running an amazing business! Went over and above to assist me!
Been waiting for an order for 6 weeks. No one answers their phones or responds to e-mails. Processed my Visa and took my money though. Time to get the Better Business Bureau involved.
Also, beware of Wishberry Soap Co inc., Handmade Beauty Distribution Inc., Soap, Lye and Demand Inc. as these companies all have the same address as Saffire Blue....I fear something is amiss.
One of my orders did not arrive as it should. I emailed Saffire Blue customer service, Kellie responded to my email promptly, she was very polite and she arranged for my package to be sent again to me from the warehouse through a different courier. One of my items was not in stock, I received a refund for it and I was okay with it. That is the second order I get from Saffire Blue, and I did not wait more than 2 weeks for the first package, the second got misplaced along the way but Kellie was amazing in helping me. I love the quality of the products, everything comes wrapped so carefully, and they have great prices. I have a third order on the way, I am very happy with my purchases. Thank you Kellie for all your help, I truly appreciate the great customer service.
I would also give them a 0 if I could. I attempted to post my review on their Facebook page however, they have 'screening procedures' in place (I guess they only allow positive visitor posts). Anyway, there always seems to be a problem with my order and this time, I discovered 2 missing items (with no notice from the company that they were not in my order even though I had already paid for them). When I contacted them, I was told due to their new software, one of the items was now on backorder and the other would be shipped out to me. After 2 weeks of not receiving the items and some ignored emails, I called, only to find out the 1 item had still not been shipped and the other item was still on backorder. How aggravating as I had already paid for both items a month prior. After they continued to make excuses, I asked for the in stock item to be shipped and the other cost to be reimbursed. Person on the phone said they'd have to talk to the warehouse manager....yes, at that point I expressed my disappointment in a direct manner ... end result they did reimburse BUT I would NEVER order from them again!!!!!!!!! (and I never did get the instock item even though I'm sure it's weight was incorporated into my shipping costs which was not refunded!!!!!!)
Implemented a ticketing system that doesn't work as they don't respond to you. They don't answer the phone either. When they are able to complete orders promptly, it's generally okay. But when they are having issues, there is no communication. They make it very hard to support them sometimes.
Considering I had success ordering from here before, I was hopeful. This company has failed on multiple accounts including: communication, transparency, customer service, service and perhaps most of all, respect. Apparently, they have had damage to their warehouse, which explains delays, but nothing else. I received no notes communicating potential delays and most recently, no response to my inquires. An atrocious experience. I have yet to get my money back.
Do not purchase here unless you want to wait months. Items marked as stocked are not. Initial response from support offered no detail. Now they don't respond at all.
Customer service is extremely poor. I called to cancel my order as they were back logged and were processing orders from the tenth when mine was placed on the 18th of the month over a week after I placed my order. The representative yelled at me over the phone repeatedly and only cared about policy. 20% restocking fee was still to be applied even though they hadn't packed my order. I asked to speak to someone else as I knew she wasn't in charge of policies - completely get it. However, she said no one was available and proceeded to argue, raise her voice and yell at me stating it isn't her fault I didn't read things correctly.
She stated that due to unforeseen circumstances they had fallen behind - I understand, things happen. However, when I asked to cancel my order (which had still not been picked) as I'd now be delayed in my own customer orders, I was yelled at (with my colleagues around to listen), and called incompetent.
We cancelled our order less 20% for restocking. We will no longer order through them nor will we ever recommend them to anyone. I would encourage their managers to speak to all of their employees and reconsider policies when mistakes have happened on their end. Absolutely ridiculous and poor business practice. If you're in search for basic, normal jars (which are also priced with lids), check out ULINE. Amazing customer service, and great delivery times.
Sat on my orders for 2 weeks until I emailed to inquire, no answer! Then I called. I was told that they are out of stock for the lids (ordered some jars). TWO WEEKS! Not a phone call when they realize they are out of stock. Took them 2 days to get a straight answer. Ended changing the type of lids I wanted because I urgently needed them. Products were sent in a ripped box but all jars were okay. But still didn't get my money back!
My beef is the lack of professionalism and customer service. 2 weeks!!! No apology no nothing!
very lazy company! if only they were committed to customer satisfaction as they are in taking customers money. I have been waiting over 3 weeks for an order, I've emailed 3 times and called 2 times. It wasn't until the last call when they told me they were out of stock and waiting for a shipment. I also run a business and I will now be behind on orders because I've used the last of my tins while waiting for new ones. I ordered with plenty of time prior to ordering. They should have notified me as soon as the order was placed! DO NOT ORDER FROM THESE PEOPLE. They may not have disappointed you yet but don't wait until they do! Order from New Direction in Mississauga, way better company to deal with!
Very happy with my order and will do buissness again. The owners are very helpfull and full of information to offer.
One of the worst places I have ever purchased from. Placed an order with them on Nov. 18, 2016 products did not get to me until Dec. 5 and even then there were 8 products missing and a product that was damaged. It was so difficult to speak or get any answer from anyone. Phone constantly went on voice mail, emails did not get answered until a week after, finally after many attempts, I was able to find out that other items will be shipped a week after. On Dec. 15 when I did not receive the products, I contacted them again, this time when someone answered and asked for my order # as I was looking for the number to read it for her, she hang up on me. I called a 2nd time and asked when the goods will be shipped, she said once they are available maybe next week. I requested to just refund me for the items that are missing, she said she can not help me and I should send an email. Luckily I had paid with PayPal and I contacted them and opened a dispute with them and once they stepped in, they shipped the items on the Dec. 23, the flower petals I ordered are so old and poorly packaged, instead of putting them in proper jars like they should, they dumped the flower petals in plastic bags and most of them are crushed to a powder, and this is more than a month after the time I placed the order. I missed the Xmas season. They did not replace the damaged product. I am still waiting for a refund on that product. You would think after getting paid in full and I waited more than a month they have the courtesy to replace or at least refund me for the damaged product. The item is a bath bomb mold that costs only $7.99 . This company does not follow fair practice, it is irresponsible and is very unpleasant to deal with. Unfortunately the least star is one, I would have given them no star if this choice was possible. Be aware and avoid unnecessary headaches.
Ordered December 22 and picked up my order on Thursday January 7th, customer service was excellent, my order was all there, will order again from them
Unpleasant experience, VERY amateur service. No efficiency, no will to help and facilitate the life of their customers, It is difficult to reach them, they only respond by dint of insisting without giving you explanations, even by writing to the director, she does not don't bother to answer. Their deadlines are UNREASONABLE, what a mystery for nothing. Weeks and weeks of queuing absolutely for NOTHING.
I do not recommend this company. The offer is interesting enough elsewhere. Have a good day.
one of the Worst online ordering experience. placed order on the 24th of Oct, did not hear anything after a week , called customer service said exactly "currently takes 7 to 10 business days to process , you will receive your shipment by next week" ...did not hear anything again till Nov8th no shipment , no emails, called again also mentioned about the phone called made last week , customer service said "what we were trying to say is APPROXIMATELY 7-10 business days" your order is currently in the shipping department, you will receive an email of shipping notice by today or next week...at this point I can not trust them anymore, so I ask them to cancel my order since its never shipped. refuse to refund me full amount charged me 20% cancellation fee,even though they can not fulfill their promise and have never shipped my order as well.
Got yelled at on the phone because I was trying to find out about a refund that wasn t refunded in February. She blamed covid-9 and said that she didn t have to talk to me because of covid-9...First and last order! I m sorry that this is a hard time but I didn t deserve to be yelled at!!
Horrible company took weeks before I just cancelled my ordered with them... customer service is not what they care about. They take your money then just wait,
I have to say that Saffire Blue is the best Canadian company for buying my supplies. They have the lowest shipping cost not to mention the quickest. Their prices are very reasonable and their website makes it so easy to find what I am looking for. I am very satisfied with Saffire Blue.
Very Disappointed in Saffire Blue. My last order, I ordered the Vanilla Stabilizer, which instantly turned my pink soap ORANGE (WTH?!) & my Virgin Shea Butter from Ghana had dead bugs/wings in it. I left 2 reviews about those products, but they were never published (I guess they only publish positive/fake reviews). Shipping took forever: like 3 weeks to receive my order, when I live 2 hours away, in Canada. I assumed that was a fluke, because I've never seen anything take that long.
I decided to give SB another try last night. I placed an order & realized that processing takes 10-14 days + shipping. I can't wait that long. (I was expecting it to arrive within a week, which is reasonable). So I immediately e-mailed them asking if that was correct timing, and they said yes-it won't be processed for 10-14 days + shipping. I asked if there was an option to rush process. They said no. So now I have to cancel my order & pay the 20%, even though I ordered only 12 hours ago, my order is "waiting to be processed" according to the website, and won't be processed for 10-14 days according to "Angel". They will not waive the 20% fee.
So they can enjoy my $20 today, but will not receive another penny from me, or anyone else I know ever again.
Right after cancelling my order, I placed an order through Candora Soap (comparable rates, and if you order before noon, your order is shipped the SAME DAY!). I would recommend trying them out. I absolutely love their products & service...AND they have a 5 star rating on their Facebook Page (because they allow others to post all reviews, not just one-sided reviews. I wonder why SB has no Review section on their page? And Testimonials/Reviews are "reviewed & edited" by staff on their website? Must be because it's all negative feedback & they didn't like that. They should try stepping up their customer service & they wouldn't have to worry about it.)
If you're in Canada, try ordering from Candora, Voyageur, Windy Point, or literally anywhere else! I even order from the States sometimes, and the risk of paying duty is worth it to not have to deal with SB.
The small business I co-own had been ordering from Saffire Blue for approximately the last 8 months. We live not even two hours away from their warehouse, and yet we've waited 3 weeks before our orders have even processed, and longer still for them to ship! When we first started ordering I remember the company being quite quick, but the customer service and the order processing has really gone down hill. When calling and emailing to find out the status of our order, we were frequently ignored, and the one time we managed to get a hold of someone, she was unapologetic and offered a host of excuses as to why things were moving so slowly. We were happy to be able to support a local business, but at this point it doesn't make good business sense for us to continue supporting them. We're taking our business elsewhere.
I have ordered from Saffire Blue on four occasions. The first order arrived complete and in a timely manner which is why I ordered from them again. However, the other orders have been delayed and I have found obtaining information from their customer service staff can be difficult. If you are not in a rush for your order, the supplies are good quality and I enjoy the variety. I would not suggest ordering supplies if you are looking for quick delivery.
NEVER AGAIN STILL WAITING
It took 20 days and 2 emails with no responses to just get them to ship my order.
I was very impressed by the service I received. They really believe in treating their customers right and only sell products they use and believe in. The items they shipped arrived well packed which I definitely appreciate!
This company has awful customer service across the board. In fact, so awful that it is not worth their large selection.
I placed 2 orders within 24 hours of eachother. They shipped the second order except for one part without telling me. When I left a ticket I got no response. I was able to call and reach someone and was told the ticket system was down. The rep was nice and I was placated for the moment
Then my second order didn't show up. After a few days it started coming in bits and pieces. It has been over a month and I still haven't received most of my items that where in stock supposedly when I ordered.
The worst part is I tried to call both of their provided numbers and Left multiple messages and no one called me back. I sent emails and left tickets as well. Finally someone from customer service responded and said that my items would to arrive in a week, which they did not. She did not even acknowledge the issues I had been having which I put in length in my tickets and messages. No apology, nothing!
I asked to speak with a customer service manager and Makayla said she was the manager. Obviously if she couldn't even take the time to acknowledge I have an issue then she is of no use so I asked to speak with her manager which they repeatedly refuse and says all inquiries must be through a ticket.
I can not believe this company will stay in business at their current rate of not caring about their customers. Never order from them unless you like paying to be treated poorly and never get your product
I've seen a few poor reviews. I order from Saffire Blue often and I've never had any issues. They carry some of the ingredients I use for my homemade cosmetics business. I do find the shipping to be fast. I do live in the same province as their warehouse so maybe that makes a difference. Their lip balm flavour oils are the best quality I've been able to find and I've been doing this for almost 10 years.
I get my decorating supplies from Saffire Blue. Their products are excellent and their delivery is always before time. Thank you.
Customer since 2013. Never had anything against Saffire Blue until today. Part of my order was back ordered since November so I have asked 3 times for a refund. For one, bad customer service as each of those times, they were either sending it -they later stated that the package had been damaged but of course they had failed to send a tracking number to prove so- or they did not reply at all. Second, my last refund request (as I do not have a need for the product anymore) they send the package instead. I called and they said because it has already been sent that a 20% restocking fee will be charged. I have asked to waive it since I have requested a refund BEFORE they went ahead and sent it. Manager hung up on me saying that anything that I post on social media that was not true (one would think that in these days of technology, customers would have all email communication to back up a complaint), they will call their lawyers...
The first time I ordered I spent over $350 if I remember correctly. I think it came in a couple shipments and I wasn't concerned with when it arrived so I was pleased. This last order took 3 1/2 weeks to arrive (Montreal). And when it arrived there was a note in my box saying two of my items were out of stock and would be refunded. If you need to meet a deadline, as I did - and missed it - then I seriously suggest going elsewhere. Customer service replies eventually, and offer a 5% off discount. Which is why this company will eventually lose out to the giants like Amazon. I love supporting local, and I'm willing to give smaller businesses some slack because it's not feasible to offer free shipping or same day packaging like the giants, but three and a half weeks to package my few products is unacceptable. In that time I could have ordered my missing supplies had they notified me at the time of packaging, like most other companies do.
Unfortunately i read all the horrible reviews after ordering. They do not respond to customers! I think i will take the drive to pick up my order in person. Should be fun.
I own a moderately successful bath and body business. I regularly place large orders to keep my business running. After a number of years as a customer (with no complaints), Saffire Blue stole from me. I paid for a 250 ml bottle of fragrance oil and got a 5 ml. No refund was ever issued, nor any replacement, despite numerous attempts to reach out to their so called "customer service" (which is a glorified message board that nobody ever checks). Shortly thereafter, a company called Purple Citrus mysteriously got hold of all my information and started sending me marketing emails. They had the same address Saffire Blue did. I'm not sure what kind of shady business either of these companies are running but needless to say I'm not interested in supporting them. There are numerous other Canadian bath/body/candle companies that now receive my business regularly, including CanWax, New Directions Aromatics, Village Craft and Candle, and Candora Soap. Check these companies out and support them instead.
I would like to give zero stars. My first order that was 400 dollars worth was missing mango butter and rosemary extract. When I phoned them to tell them about the missing products the woman treated me like a thief but then assured me she would send me the products right away. I never received the products. I made my second purchase on October 7th. It is October 30th today and I just received an email with a tracking link that doesnt work. They also billed me incorrectly aswell. I will no longer be purchasing from saffire blue. I am very disappointed with the service.
Saffire Blue has tons of amazing products which makes them look like a great supplier. However when you receive your order, weeks later, and I mean like 3 weeks later and find out that you are missing products it is really annoying. I would rather see an "out of stock" message than wait and wait for something that never comes.
When I complained about it, I got a refund. A lot of good that did me after I waited for weeks and missed my deadline for a customer order. I would only order from Saffire Blue again if I was desperate and I didn't mind waiting for weeks.
By the way, I literally live an hour away from their warehouse so there is no reason I should have been waiting on delivery for 3+ weeks
RUN!! DO NOT BUY from this company! I am really wishing I had of read the reviews before buying! 2 weeks later (going on 3) and my order hasn't even shipped yet!!! I have sent emails and no response! Don't try to call, they don't pick up the phone! HOW on earth are they still in business? Order from Canwax or Candora (in Ontario) they are way better! Only reason I bought from this nightmare is because the items I needed are out of stock at the other places! I now have some unhappy customers who have to wait for their items. NEVER EVER EVER EVER AGAIN! OH and probably only half of my order will show up because that seems to be the way they work!!! **eyeroll**
I should have listened to the Google reviews. Placed an order for oils in Nov. 2017, got them shipped in Jan. 2018 with two items on back order. Emailed them Feb. 2018 to check on status of back order items and they replied saying once they have them made, they will ship asap. Still have not seen those 2 items (Apr. 18).
Stupidly, I made a second order for little perfume vials along with the lids/covers thinking "vials should be quick and easy". Sure enough, they arrived 3 weeks later WITHOUT the lids that I paid for. Needless to say, DO NOT USE THIS COMPANY!
We are a home based company which sells shirts on a smaller scale. We ordered Label Printer from Saffire Blue and we are happy with our decision. The printer works good and now we are saving a good amount.
Quick delivery and excellent products. Items are packaged securely.
If I could give a ZERO I would! I can't even express how disgusted and disappointed I am with the service we have received. We spent almost $1000.00 I'm less than a week and received the worst service in return. Two of products were backordered and no one bothered to tell us until pick up. We were told that they were open Saturdays and proceeded to drive an hour to pick up our order and when we arrived they were closed. When we inquired we were told they were only open until noon which wasn't originally specified to us. Furthermore the products that were backordered took 3 weeks to arrive which forced us to order from somewhere else. We asked for a refund and said we would like to put the money towards a new order at which point we were told that we would be charged a 20% restocking fee for something that wasn't our fault! Not to mention we wanted to place another order! I emailed them in regards to refund and waited 3 days for a response and received nothing. I emailed again and told them how upset I was about the service and that if I did not get a response I would be escalating the situation. They emailed me back within an hour and told me again that regardless of poor service and backordered product that they would only process a refund if we agreed to a 20% restocking fee. Very unfortunate as we deal with a large amount of people that we would be referred to them. I have never been so disappointed with a business.
Updated from a 1 star review because the order finally arrived 6 weeks after ordering. Understand the impact Covid-19 has had on business but it would have been great to receive email updates to ease concerns. Communication with customers is essential at this time.
The processing speed is horrible. I ordered for a warehouse pickup over a week ago and it's still in some kind of weird queue that they have no explanation for in their FAQ. I have never had to wait this long for an order I will be picking up. Side note. They sure process payment quickly. No delay on that front.
Update. 3 weeks later still waiting. Tried to contact multiple times and no response. Alerted the BBB and am now going to ask for full refund. Read the Consumer Protection Act peeps. They cannot hold out on orders. 30 days and they have to give your order or FULL refund. Will be going to Candora down the road in London. Awesome place. I have had 4 orders delivered in the time it has taken saffire blue to do absolutely nothing.
saffireblue.ca
