OOPS. A meant "he added that he had seen this happen with a few of their softer soaps"
Yup, he’s playing the long game quite well.Well, I sent Bill an email today explaining my concern. Shortly after, I received an email explanation of possible reasons why the gelatinous accumulation happened and that a new tub was on it's way. At the same time, I received an email confirmation that a new tub was on it's way.
Customer service just doesn't get any better than that! Well done M&M, well done!
Yes, you should really try M&M...Should I try M&M? Maybe, but then which base and which scent?
I ordered one.Yes, you should really try M&M...
All of the scents are pretty approachable with the exception of Ouroboros (in my opinion)
Here's the tubs I've purchased with my quick thoughts on each:
- Green Man (complex, earthy/green fougere)... hard to beat this one!
- Claddagh (very light, clean scent)
- Garda Siochana (modern cologne scent)
- Slainte St. James (oatmeal cookie, orange, vanilla... and stout beer!)
- Gael Laoch (aquatic, woody)
The replacement jars arrived around lunchtime yesterday. I'd call that 2 1/2 business days between a Monday night email to a guy in Texas and a Thursday noon delivery to a customer in Virginia.I corresponded with Bill via email last night, and by the time I awoke this morning, a shipment of replacements for all three jars was already on the way!
I asked Bill if there was anything I should pass along - he does not have privileges to post here - and his response was the first class sort of reply I expected: "... it’s simply important to me that folks know I’ll work with them on issues regardless of the cause. I’ve bought back a soap even if someone just didn’t like the scent or an ingredient (fragrance, lanolin etc) did not agree with their skin. Every situation is different requiring dynamic solutions. So my policy, broadly, is to take care of folks!" For example, it happens that in my case all three soaps were currently available in the new Aon base. Among other improvements, the Aon base addresses issues discussed in this thread, so Bill was able to ship me replacements immediately. Your situation might be different.
In any case, Bill asked me to let people know he can be reached at [email protected] and to please contact him if you are having issues with your soap.
How's that for top-shelf customer service!
Don't let anyone scare you. I really like Ouroboros. It smells almost exactly like L'Instant de Guerlain. If you like LIDG, you will love Ouroboros.