UPDATE: I changed my original 1-star rating to 3 stars because I believe it is important to…read moreacknowledge how a business responds when something goes wrong. Lindsay, the owner, personally contacted me, listened to my experience, sincerely apologized for how I was treated, and provided me a full refund. She also told me to contact her directly if I ever experience another issue. Lindsay shared that she plans to conduct additional training with her team, which I greatly appreciate. My concerns about the conduct I experienced from the manager and district manager remain, as I did not feel their behavior reflected the professionalism or customer-service leadership I would expect from individuals in those positions. Ultimately, time will tell whether the additional training results in meaningful change, but I sincerely hope it ensures that no customer has an experience like mine again. I appreciate Lindsay for taking my concerns seriously and helping restore some of my confidence in Buff City Soap.
August 23, 2026 Experience
I have shopped at this Buff City Soap location numerous times and have purchased many products here, which makes my experience this weekend particularly disappointing.
On Saturday evening, my 16-year-old son and 20-year-old daughter brought eight of my Buff City Soap containers to this location to be refilled. A store employee accepted the containers and instructed them to leave a sticky note with my name and phone number, which they did.
When I returned Sunday at approximately 2:30 p.m. to pick up and pay for my refills, I was told that I was required to have been physically present when the containers were dropped off. I was confused because an employee had accepted all eight containers from my children the previous evening and specifically told them to leave my contact information. I also did not see a posted policy explaining this requirement.
Instead of simply answering my questions and explaining the policy professionally, the interaction escalated unnecessarily.
I was not greeted when I entered the store, and the interaction at the refill counter was dismissive and unwelcoming. When I asked to speak with the owner for clarification, I was told that I could not. I was also told that if I continued asking questions, my containers would not be refilled.
Most concerning, the individual who identified himself as the district manager stated that he would contact someone to have me escorted from the store.
I left feeling humiliated, disrespected, and unwelcome. As a Black woman, the way I was treated and how quickly the situation escalated left me seriously concerned that I was being treated differently. I have been a repeat paying customer of this location and was simply asking for clarification about a policy that appeared inconsistent with what my children had been told the previous evening.
My husband later went to the store to ask management why I had been treated this way. The account provided to him included information and characterizations that did not accurately reflect my experience.
I have submitted a formal complaint to Buff City Soap corporate and requested that the incident be investigated, including review of any available surveillance footage and clarification of the company's actual refill policy.
I did not expect special treatment. I expected professionalism, courtesy, and the ability to respectfully ask questions without being threatened with refusal of service or removal from the store.
I sincerely hope Buff City Soap corporate and the franchise owner take this experience seriously.
