Have yet to receive an incomplete order and am always tickled to find freebie samples. I was amazed to receive the order I placed on Thursday arrive today... in Florida! Feeling lucky and grateful.
I thought I should give an update since I started this thread. As you may remember, my order was really messed up as I had received only a portion of what I purchased. I went through the normal steps (ticket entered, phone call) but it was a Saturday and I needed my stuff by the following Tuesday. I used this forum as a way to draw attention to my problem.
I received a PM on Sunday of last week assuring me that my order would ship and I would receive it in time for my Tuesday deadline. I called on Monday and I was told the order shipped and included "many extra's" for my problems and I would be very pleased.
The package arrived on Tuesday but the postman decided that it needed a signature. Fortunately, my wife knew the story and was able to get to the post office and pick up the package. I had specifically requested that a signature should not be required.
The package contained the missing batteries (something I really needed), so I was happy about this part. Unfortunately, they shipped the wrong cart (5boxes). I was very clear in my correspondence as to what was missing. It was almost laughable at this point. They completely ignored an earlier problem on a different order and I did not receive that product. As far as extra's? There was nothing else in the package. I really did not require anything "extra" but I was told I would receive something for my troubles.
I might be alone in my problems with V4L, but my experience during this episode was not satisfying in the least.
Jim
I'm relatively new here, but, what happens for me is speedy shipping times, great sales, perfect orders, excellent customer service and nice interpersonal communication with company execs via this forum. I haven't kept track of the number of orders I've made, but they have not missed anything.
I'm also very grateful that I have found an excellent company like V4L to patronize.
I have said this in the past, and I will say it again, V4L is one of the best CS services I have dealt with, BUT it is a fact that their humans, not robots, I understand that mistakes happen, epically with a product like nic, it should not. But from some things that I had happen, I can tell you that it will get solved ASAP if you just take a card that they give in every order and call them, call them the next day, or when you are calmed down. Working in retail for a long time, I noticed that you want to argue, and yell, nothing gets solved. If you call when you are calm, it gets solved that much faster. I have messed up orders by accident because I am human as well, and I called them, spoke to Steve, and he fixed a few. I have placed decent sized orders and if there was a mess up, I would call them, tell them my order number and they would ship it. You can ask (If she is ever here) Val, and also Marks wife. I have never called yelling or screaming.
Think of it this way, you call them up, cursing them out and screaming, what are they guna do with the next order? Any company is allowed to refuse their service to any customer for any reason. It is usually stated in the TOS. Here is a part of V4L's TOS
I. ENROLLMENT IN THE PROGRAM.
To begin the enrollment process, you will submit a complete Affiliate application via our site.
We reserve the right to reject your application or terminate this agreement any time upon written notification to you. Eligibility requirements for participation in the Affiliate Program are determined in our sole discretion. We do not allow minors to participate in the Program.
Found herehttp://store.vapor4life.com/Articles.asp?ID=137
From the same link: Company specifically reserves the right to reject any order or any part thereof for any reason.
So this is why I barley come to complain here, because, they can see my name, red flag it and say they can not process my order.
But as I have said, I too have had problems with them, and I usually wait till I am calmed down to talk to them directly. Usually before you post here, a quick phone call will fix it.
Vape on,
Kevin
Wow this surprises me. I'm a new customer and placed a large first order with several different type of cartos on it. One box out of 14 was missing. Sent a message to support via the ticket system. The ticket was answered very quickly and the missing item was shipped same day. Very good customer service in my opinion.
AMENHey Jim, JJ, and Deadlili you guys have done everything right. You had a problem, you contacted C.S. and gave them a second chance which is all anybody can ask for. In Jim's case if I am following this correctly you are now working on giving V4L their 4th chance to get your account and order straightened out.
When the matter is supposed to be corrected, another mistake occurs which can only compound your disappointment and frustration. We are all consumers, there is no doubt that we would all be upset if we found ourselves in the same circumstance. I know it seems like whenever there is a service issue forum members rush to V4L's defense, almost as if to discount you personally without truly acknowledging your issue. Within hours your Post becomes an instant V4L customer testimonials page, which is great for others but of absolutely no help to you.
I just want you to know that you all have very valid complaints. I can't opine on JJ's issue, but Jim's has been easy to follow and I remember Deadlili's issue as well. I was happy to see Chad jump on here during the weekend and reply, then saddened to hear the matter wasn't resolved after the not-so-correct correction delivery arrived on-time. Deadlili I also feel for you when you think an issue is going to be resolved, then no actions takes place, leaving the follow-up burden of resolution on your shoulders.
To have Smilin Steve actually address the matter from China with compensation and strong words, speaks loudly that he really does want to get this right in Jim's case. Jim I hope that this matter is all cleared up by next week and I hope you will let us know either way what happens.
JJ, you are from Kentucky so I'm sure you are familiar with the term "snake bit", I'm hoping this changes for you and Jr. in the future. (I am a proud member of Jr. Nation, last few years have been tough)
Deadlili I still think you should follow up over the bottles of juice, just for the mere principal of the matter to put it behind you.
You all seem like extremely nice rationale people and you all did everything correctly. I really hope these matters get resolved and we still see you guys on the forum in the future.
(I'm getting all windy over coffee again, aren't I, Addy? Come get me outta here.)
I'm glad this thread ends on a positive note jjandbjvapr.
LOL,,,,
Too bad they ALL don't!;-)