Review Time
I am beyond impressed. When you find a business that will put time and effort to dissuade you from spending more money (on them!), and encourage you to find a solution to make your purchase work (which it did!), you know you've found people who care about customers instead of sales.
Thank you, Jim and Mikee, for your support.
I am beyond impressed. When you find a business that will put time and effort to dissuade you from spending more money (on them!), and encourage you to find a solution to make your purchase work (which it did!), you know you've found people who care about customers instead of sales.Thank you, Jim and Mikee, for your support.
Amazing customer care and detailed instructions and advice. Jim Springham has outdone himself and single handedly reassured us that valued old fashioned customer service is still a priority for independent companies today. Several 45 minute conversations over the phone and a detailed email chain. It was a lesson in how to soundproof as much as a top quality service/materials. Thanks guys. Great experience and result for our soundproofing project.
Ordered RW5, got a call then saying it's not in stock despite the website showing in stock, tried to offer me RW3, if I wanted that I'd of ordered it.Is it so hard to get a website to show live data regarding stock levels.Don't trust the fact they say it's in stock, it probably isn't
I recently made an order with Soundstop for some rubber soundproofing. While it was quick and easy to make the order, and the team were friendly and helpful, I was really unimpressed with the delivery (and communication during).Soundstop initially called me to arrange a delivery day. However, on this day (a Friday), the delivery did not turn up, and I received no information or details about the delivery being delayed whatsoever. I tried calling Soundstop, but heard nothing that day or for the entire weekend. I had taken the day off work for this delivery, and arranged for some family members to help me fit the soundproofing over the weekend, so this was really disappointing and threw a huge spanner in the works.I then received a call from Soundstop the following Monday, saying they were going to deliver that day, but I was not available and had never agreed to this day. Eventually, I managed to successfully get the delivery, but considering I paid almost £200 for shipping, this quality of service was frankly unacceptable.It would be really helpful if Soundstop could provide their customers with the ability to track their deliveries themselves through the courier (which is commonplace for virtually all online shopping these days).
While Jim and Mark were very helpful and informative on the phone initally (for their great manner of speaking I thank them), they failed to inform me of what the delivery process would include. Similarly to when I’ve ordered other heavy materials like bathtubs and washing machines, I expected that the materials would be delivered to my flat door. Unfortunately, the delivery man parked very far from my building and I had to go find him- even at this point I thought- no worries, maybe it was tough for him to find my building. He brings the materials on a trolley and unloads them on a crate infront of my building's front door. I am a 5’2 female who lives alone on the 1st floor (there's a lift in the building), and I ordered 3 rolls of 6mm rubber underlay and 5 rolls of TecSound 100- each roll is a minimum of 40 kg to my estimate. Anyways, this delivery man then tells me he needs to re-park closer to my building (because he’s worried about his truck getting stolen at 9 am in the morning), all the while telling me “I’ll come back in a few minutes”. I wait for 10, 20, 30 minutes- the delivery man never returns. In a state of panic I call the delivery man multiple times- I’m blocked. I then call Soundstop who were unfortunately just as unhelpful, and might I say, a bit patronising? I am told by Soundstop- “Well actually, if he’s dropped the rolls infront of your door, he’s done his job” and “These delivery men have multiple customers in a day so it would be impossible for them to help everyone”- with no empathy for the fact that there’s about 200kg worth of material in that crate which has now come onto my shoulders to take up to the 1st floor. I was not, at any point during my multiple conversations with multiple members of Soundstop, informed or warned about the delivery process or JUST HOW heavy the materials are. Despite me trying for hours and almost injuring myself, I wasn’t able to lift even one roll. I then had to wait for the next 4-5 hours for a few of my friends to get off from work before they could come and help me take the materials up- and even with 5 of us it took us nearly 3 hours, whereas it wouldn’t have taken that long at all in the delivery man’s trolley thing up the lift.If I’m paying almost £90 for delivery- surely I can expect that I won’t be stranded to take such heavy materials up by myself? Nowhere that I have ordered heavy materials from has behaved in this manner. Further to this, there was absolutely no warning from the team at Soundstop regarding the delivery process or just how heavy the materials actually would be, despite me mentioning to them multiple times I live in a flat in a building. Appalling- and this is my first ever negative review in my 27 years of existence. So you know it was bad. Otherwise, their manner of speaking over the phone is nice and they were helpful in regards to which material to go for specific to my issues- whether the soundproofing will actually work, I am yet to find out.
Recently purchased 110 GenieClip LB2s and 50 furring bars for a 36 square metres ceiling.Service has been excellent from the start. Great advice over the phone. Estimated number of items which proved to be just about right. Quick delivery. Only £75 delivery charge. Great communication all around.Now all fitted.Quality is excellent, as expected, and I did the installation myself following the instructions on the fitting guide.Ready for plasterboarding.Excellent service and products.Highly recommended.
After ordering I was called up the next day by Jim to double check if I had gotten my order wrong because it looked a little strange. The man took the time to make sure I was not making a mistake in my purchase which was really nice pro-active customer care. The package was meant to arrived in 3 days but It got here the next day after the call (a nice bonus). All in all seems like a solid business.
The products are fine, but the delivery is ludicrously overpriced for the service provided. I paid £130 for delivery, equivalent to around a third of the order value. For that I would have expected, at a minimum, an appropriately staffed delivery team. But they were both single-person deliveries which is totally inappropriate for items that are so bulky and heavy. For the first delivery I had to help the driver lift the extremely heavy plasterboard off his truck, exacerbating my pre-existing lower back pain; and for the second the driver simply dumped the heavy package of rubber mats on a restricted parking space on the street outside and drove away, leaving me to take them in on my own. An absolute disgrace given what is charged and I won't be using Soundstop again.
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Soundproofing walls, ceilings and floors. Soundstop offer specialist sound insulation advice and sound proofing materials. For award winning acoustic insulation vist our website now!
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