So I have to admit that my first e-cig order has left a bad taste in my mouth in regards to customer service. The sad part? The originating problem was something beyond their control!
The problem happened after the vendor shipped the item. They shipped it the 2nd/3rd and after the early hours of the 4th the thing disappears! It left Richmond but there was nothing in the system after that and the expected delivery date was the 7th. In fact as I write this it *still* says the 7th. I admit I was a bit worried when days went by and there was no update of where the package was in the system but figured it would show up in the system over the weekend.
When the 7th came and there was no update in the system I got even more concerned because at the very least it would have shown up in Calgary by then (our closest processing center). Yesterday evening I started getting agitated because at the very least it should have corrected the delivery date by then.
So this morning I started reading and searching the Canada Post website. I found out that the package had been sent under one of the delivery types that has a guarantee that if it is delivered late then the shipping cost can be refunded. I also found out that pretty much anything that can be done to start any type of investigation has to be started by the sender and not the receiver. As time went by today I started getting all my information together and wrote the vendor. I asked that they fill out the form on the website to start an investigation
Now is where the customer service thing comes into play. Vendor replies back to me and gives me the tracking number once again, tells me I am wrong about the delivery guarantee and that the Canada Post site "is acting wonky" and that I should just hold tight and it will eventually get here.
My issues:
-I already had the tracking number. Vendor knew I had the tracking number! I felt talked down to at this point.
-Vendor tells me I am wrong about the guarantee. To be honest I could care less about the guarantee because I have no intention of going after them for a refund of the shipping cost. I had hoped that the info that by filling out a short form would earn them a refund would make it worth their while. Also I believe that by taking advantages of such things hurts a company where it counts and makes them fix any problems.
-Vendor makes comment regarding "acting wonky website". Acting wonky is being unable to enter a tracking number or some other technical glitch, it is not a package vanishing.
I have shipped and had delivered to me so many packages from all over Canada that it isn't even funny. Fish/Aquarium stuff alone is ever 4-6 weeks and that is being shipped from Ontario and has never just disappeared into the Canada Post system. I can take the long route from Calgary to Richmond and it doesn't take four freaking days! Also I have never had an incident where the deliver date passes with no delivery and no change to the expected date happens. When I called Canada Post even they were concerned when they saw that there was no update after leaving Richmond 4 days ago!
I mean after I got the "pat pat on the hand it'll be alright" e-mail I even called Canada Post and the person I talked to understood why I was concerned. I felt like I wasn't even taken seriously by Vendor. It would have taken less time for that vendor to just fill out the form and they would have kept me as a return customer but as it stands now.........
I mean I ordered 50$ of some ejuices and some hardware so I could try vaping and I had the intention of buying a proper start up kit if I liked it but if this is how this Vendor acts towards customers then I guess I will be giving another Canadian vendor my business!
The problem happened after the vendor shipped the item. They shipped it the 2nd/3rd and after the early hours of the 4th the thing disappears! It left Richmond but there was nothing in the system after that and the expected delivery date was the 7th. In fact as I write this it *still* says the 7th. I admit I was a bit worried when days went by and there was no update of where the package was in the system but figured it would show up in the system over the weekend.
When the 7th came and there was no update in the system I got even more concerned because at the very least it would have shown up in Calgary by then (our closest processing center). Yesterday evening I started getting agitated because at the very least it should have corrected the delivery date by then.
So this morning I started reading and searching the Canada Post website. I found out that the package had been sent under one of the delivery types that has a guarantee that if it is delivered late then the shipping cost can be refunded. I also found out that pretty much anything that can be done to start any type of investigation has to be started by the sender and not the receiver. As time went by today I started getting all my information together and wrote the vendor. I asked that they fill out the form on the website to start an investigation
Now is where the customer service thing comes into play. Vendor replies back to me and gives me the tracking number once again, tells me I am wrong about the delivery guarantee and that the Canada Post site "is acting wonky" and that I should just hold tight and it will eventually get here.
My issues:
-I already had the tracking number. Vendor knew I had the tracking number! I felt talked down to at this point.
-Vendor tells me I am wrong about the guarantee. To be honest I could care less about the guarantee because I have no intention of going after them for a refund of the shipping cost. I had hoped that the info that by filling out a short form would earn them a refund would make it worth their while. Also I believe that by taking advantages of such things hurts a company where it counts and makes them fix any problems.
-Vendor makes comment regarding "acting wonky website". Acting wonky is being unable to enter a tracking number or some other technical glitch, it is not a package vanishing.
I have shipped and had delivered to me so many packages from all over Canada that it isn't even funny. Fish/Aquarium stuff alone is ever 4-6 weeks and that is being shipped from Ontario and has never just disappeared into the Canada Post system. I can take the long route from Calgary to Richmond and it doesn't take four freaking days! Also I have never had an incident where the deliver date passes with no delivery and no change to the expected date happens. When I called Canada Post even they were concerned when they saw that there was no update after leaving Richmond 4 days ago!
I mean after I got the "pat pat on the hand it'll be alright" e-mail I even called Canada Post and the person I talked to understood why I was concerned. I felt like I wasn't even taken seriously by Vendor. It would have taken less time for that vendor to just fill out the form and they would have kept me as a return customer but as it stands now.........
I mean I ordered 50$ of some ejuices and some hardware so I could try vaping and I had the intention of buying a proper start up kit if I liked it but if this is how this Vendor acts towards customers then I guess I will be giving another Canadian vendor my business!
