Reply from Green GooJun 9, 2025
Hi Devin,
Thank you for your feedback, and I’m truly sorry for the experience you had with your recent Solar Goo order. I’d like to take a moment to address your concerns and share some important context.
Clarifying the Product Issue
At the time of your order, we had recently discontinued the 1.82 oz Large Tin variant. Unfortunately, in doing so, a technical error occurred which removed the size descriptor from the listing for the 0.7 oz Travel Tin. This created confusion, and I completely understand how this would be misleading. I sincerely appreciate you bringing this issue to our attention — it has since been corrected to ensure this doesn’t happen again.
Timing of Your Cancellation Request
You placed your order on Memorial Day, a national holiday during which our team was offline. Your cancellation request came through while we were closed, and unfortunately, our fulfillment team — which works hard to ship out orders quickly — had already picked, packed, and handed the shipment off to USPS first thing the following morning before our Customer Service team member (who was unexpectedly out sick) was able to intervene.
We attempted to reach you via phone, but I acknowledge that our response via email took longer than usual — 48 hours — due to the illness. For that delay, I truly apologize.
Final Resolution
Once communication was re-established, I personally ensured that you were fully refunded and allowed to keep the product at no charge as a gesture of goodwill. We did not intend to deceive you or anyone — we care deeply about our customers and strive for honest and transparent practices in everything we do.
We're a small, passionate team and are continually working to improve. Again, thank you for highlighting the issue — your review helped us resolve a backend listing error that could have confused other customers as well.
Wishing you all the best,
Kelly Hoyt
Owner, Green Goo
