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After being quoted 4-5 business days for processing, two weeks later I my stuff still hasn't shipped. Their customer service page is just a mess of Latin filler text. No number to call, no email. The credit card number I used to pay for my order was stolen less than a week after ordering from Soufeel, racking up charges at hotels and pool supply stores. Given that I can't reach anyone about the status of my order, all signs point to a fraudulent overseas company. I don't know any "real life" people who have been successful ordering from this company... I suspect a lot of the positive reviews here are bought and paid for. Such a waste.
Caitlin M.'s review of Soufeel earned 12 Very Helpful votes
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Caitlin, we are so sorry your credit card info was stolen from our website. Our security team found the cause and fixed the problem on 4/29. Although our website met the latest industry security standards, including being PCI compliant, hackers were able to upload a Trojan virus that intercepted credit card info as it’s being processed. We believe this effected roughly 100-120 orders placed before 4/29. We can assure you our site is now more secure than ever, and we have implemented the most advance security measures so this does not happen again. Our customers’ security and privacy has always been a top priority so we are terribly ashamed, embarrassed and sorry this happened to you. We were unable to locate your order information based on your name, could you private your email address or order number, and we will help you check the problem. In time, we hope to win back your trust and confidence, and as a small token of our appreciation for your understanding, please send an email to our customer team cs@soufeel.com, and we will help you check your order detail information, and we will offer a “thank you” gift from our entire team. By the way, There are many ways that you can make contact with us. Our telephone number is 1-844-294-7875 (Mon.- Fri. 9:00 AM - 6:00 PM PST), or please contact us via cs@soufeel.com, submit a ticket, or Live Help on our website. Our customer service representatives will be glad to help check the order status. -Rosa