Buff City Soap — Attraction in Mansfield

We love the products but this location is not that friendly. We purchased unscented laundry soap at a time where they were having a sale but since they were really busy we asked if we could just purchase the soap and come back and scent it another day, as the workers honestly looked really tired and irritated, which we understood as it was probably a really long and busy day due to the sale at the time. The woman working at the time said "yes" and even wrote a note on our receipts saying we could come back and scent them anytime. We went yesterday, as we finally had time to go and scent them and the lady at the front was nice and lead us to the scent making station, which is where we were met with hostility and rudeness by a young man. We told him about our situation and how we bought these unscented and would like to have them scented and he looked at us like we were stupid and bothering him. Luckily the lady who told us we could purchase the laundry soap and come back and scent them was also behind the counter and recognized us which made him act a little more "friendly" but at that point they had ruined the experience. We have shopped here a couple of times so luckily we knew the names of some of their regular scents and asked if we could just do those, as it seemed like we were such a bother and at this point we wanted to leave as quick as we could. Also, they weren't even busy at this time. We made sure to go at a time when they weren't busy because we knew it might take awhile to come up with a customized scent. Overall such a disappointing experience, we were really looking forward to creating our scents and we understand that some people might be having a bad day but it should never be taken out on customers. Also, if purchasing unscented laundry soaps and then going back and scenting them was against their "rules", I wish they would've just said so instead of...

This was my first time visiting Buff City Soap, and unfortunately, it wasn’t a good one. My friends bought me an unscented soap and dryer balls for my birthday after being told that I could bring them in to have them scented.

When I arrived, I walked to the back where they were mixing products, but no one greeted me or offered help. I went to the front, and a girl from the back came up. I explained that the items were a gift and that I was told I could come in to have them scented. She told me to go to the back again, but when I did, the man working there just said “hi” and went back to what he was doing without asking if I needed anything. After an awkward silence, I explained my situation, and he flatly said, “We can’t do that.”

I was confused, since this was my first time there, and told him that’s not what my friends were told when they bought it. He just repeated, “It doesn’t work like that,” and said the only option was a refund or exchange — but that I’d need a receipt. I called my friends, but since it was a gift, I didn’t have that information.

The entire experience felt cold and unhelpful. There was no attempt at customer service or to offer another solution, even though I overheard them talking about refills, so clearly there are ways they handle existing products. I never expected anything free — I just wanted some guidance and a little understanding.

Overall, I left disappointed and frustrated. For a store that promotes handmade, personalized products, I expected a much friendlier and more...

I just left Buff City Soap in Mansfield AGAIN! I write again because I have been there 4 times since September. Clearly, am addicted and I have only gotten laundry detergents so far.

The laundry detergent is a great cleaning agent and all of the scents that I have created thus far smell AMAZING. I do like the powder detergent better than the liquid, though.

Even better than the detergent are the people who work there. I am BIG on customer service and they have great customer service, especially Andrew and Kiona (I'm sure that I did not spell that right, but she has red hair with blond highlights in the front). From the moment I walked in the first time, Andrew assisted me and gave me top tier service. He explained the process, which was important as a first-timer, and helped me create the perfect scent. After using the detergent, I was back a few days later to get more. Andrew helped me again and we created another hit scent.

Andrew wasn't there the next two times that I went, but Kiona was just as helpful and she helped me create another great scent. Hopefully, I'll catch him the next time that I return because yes, I...