ECSI - beware

[MHR7331]

In a market as small and insulated as e-cigs, I can't believe vendors would conduct themselves that way... everyone I've ordered from has gone out of their way to rectify a problem. Sorry to hear about your BS; btw nice Rott. I miss mine =(

[BubbasMom]

I miss mine as well. He is no longer with me as he went to rainbow bridge back in 2004. I am and will remain his as he was mine. They are fantastic companions.

What part of SoCal are you from? I am from San Diego and getting ready to move back there. After 13 years I have had enough of the liquid sunshine here in Portland.

I agree about the vendors which is why I am glad there are a few who are willing to go the extra mile. Of course I am going broke, but at least I am not smoking analogs any longer.

[Luv2CUSmile]

I think many of us understand that many others have had great service from Jane... However, Good Customer Srrvice would be for Jane to try and help find the package, find out what info the post office has since her customer has not received the goods.. Since it is labeled as delivered but the OP has not received it, to keep customer service up she should offer to help track it down, send a "tide-u-over" bottle of juice, or something!! Just ignoring the OP and insisting that her part of the transaction has ended is BAD customer service... Even if the post office is at fault, someone stole it from their mailbox, it was missent, etc- A good faith action would be to help the customer find the order... Not putting blame to anyone on why it has not been received but if you send something and one person says it was received and another says it wasn't... You want to keep your customer and make ammends in some way until the problem is resolved... I, too, would like to know what company she represents. I would not order from somewhere that refuses to even help after having spent even $50- w/ them and not received anything...
Hope something is rectified and you can ammend your post OP...

[Snarkyone]

I feel for you, at the very least the vendor if they were smart would eat the cost of the juice that you ordered for the pure goodwill of it. Bad feedback can ruin an online business pretty fast, I would rather have a customer that had a good experience with me to tell others than a crappy experience to tell others about. This post alone could cost them plenty of sales. I would shoot off another email to her and ask what the problem is with her attitude.

[MHR7331]

Originally Posted by BubbasMom

I miss mine as well. He is no longer with me as he went to rainbow bridge back in 2004. I am and will remain his as he was mine. They are fantastic companions.

What part of SoCal are you from? I am from San Diego and getting ready to move back there. After 13 years I have had enough of the liquid sunshine here in Portland.

I agree about the vendors which is why I am glad there are a few who are willing to go the extra mile. Of course I am going broke, but at least I am not smoking analogs any longer.

Sorry to hear that Yeah, Rotts are awesome dogs. I think mine weighed 50 lbs as a puppy LOL

I'm from south OC, where housing prices are STILL insane LOVE SD, much more laid back than OC/LA.

[BubbasMom]

Originally Posted by Snarkyone

I feel for you, at the very least the vendor if they were smart would eat the cost of the juice that you ordered for the pure goodwill of it. Bad feedback can ruin an online business pretty fast, I would rather have a customer that had a good experience with me to tell others than a crappy experience to tell others about. This post alone could cost them plenty of sales. I would shoot off another email to her and ask what the problem is with her attitude.

I have sent her 3 emails and nothing. The funny thing is she says on her website that she wants to make the customers experience the best online experience. So much for walking the talk.

So I ended up ordering the coffee break juice from another vendor. I ordered 2 10ml bottles and since that was more than the price of a 30ml bottle the vendor sent me a 30ml bottle. So I am thinking wow now that's cust serv! So I run down to my mailbox yesterday and there is my order. I drive back up my driveway and run in the house and start opening the envelope and all this fluid gets all over my hands and I am ahgast..sure enough either the bottle had some small hole in it or the lid wasn't on tight enough and the juice had leaked all over the inside of the envelope. I contacted the vendor and told her what happened and she immiediately sent me email and said she would be sending me a replacement bottle. I offered to mail the defective bottle back and she said no problem didn't need to send it back.

This is a vendor that I will now add to my list of permanent vendors to order juice from. You just can't beat that type of cust service.

I believe as a whole there are more responsible and realible good vendors than bad. It's to bad electronic cigarette sales inc doesn't subscribe to the same type of service.

[Snarkyone]

At the risk of sounding stupid I looked at that site a few times and never could see a place to order anything, now I am glad I didn't. Yep, the vendor knows that good customer service can pay off more than the biggest advertising budget, plenty of businesses have died due to bad word of mouth.

[JeannieB360]

Originally Posted by BubbasMom

Actually I did talk to the PO when Jane gave me the tracking number. They said they couldn't help me because their records show it had been delivered.

Your PO told you WRONG! Jane paid the postage from the money you sent here, and presumably she sent it Priority Mail.

I've had one package that was mailed to me years ago that showed 'delivered' in the tracking. I went to my PO and they gave me a form to fill out to file a claim. The rules required that you wait 30 (?) days to file the claim. My PO did say they would do some additional checking. Sure enough, about 4 days later they found it and called me, saying I could pick it up that day or they could deliver it the following day. So I never had to file the claim.

I've bought from Jane's store several times and all the shipments came via Priority Mail, so my guess would be that she sent your package that way, as well, even though she doesn't charge for shipping. Once she mailed it, though, the responsibility for the package transferred to the USPS. It is NOT her responsibility now, since the USPS showed it was delivered to the correct address. Resolve it with the USPS - and don't expect Jane or ANY vendor to make restitution.

[smokum]

Unless the vendor has that stated in their terms & conditions (you know, "the fine print"), the responsibility remains the vendor's until it is in your hands.

I've yet to purchase from "any" vendor who hasn't responsibly intervened with the shipping or made amends via a re-ship when an issue had arose. And that's even with being up here in the North with customs involved and all !!

To the OP, I hope you get it all resolved one way or another.......

VapeOn,
Greg

[Luv2CUSmile]

Originally Posted by JeannieB360

Your PO told you WRONG! Jane paid the postage from the money you sent here, and presumably she sent it Priority Mail.

I've had one package that was mailed to me years ago that showed 'delivered' in the tracking. I went to my PO and they gave me a form to fill out to file a claim. The rules required that you wait 30 (?) days to file the claim. My PO did say they would do some additional checking. Sure enough, about 4 days later they found it and called me, saying I could pick it up that day or they could deliver it the following day. So I never had to file the claim.

I've bought from Jane's store several times and all the shipments came via Priority Mail, so my guess would be that she sent your package that way, as well, even though she doesn't charge for shipping. Once she mailed it, though, the responsibility for the package transferred to the USPS. It is NOT her responsibility now, since the USPS showed it was delivered to the correct address. Resolve it with the USPS - and don't expect Jane or ANY vendor to make restitution.

I think the expectation is proper customer service and as Snarky said, word of mouth can make or break an online vendor... And VERY MANY suppliers here do make restitution if something happens and a customer notifies them a package was never received...
In all fairness if you spent $50, $70, even $20- and didn't ever receive your goods, who would you be calling?? & how would you feel if they told you "well, it was sent, my job is done"
Please! That kills e-bay sellers...
A good faith measure should be taken... unless... "Jane" is satisfied with her current customer base and feels she will never lose them to any other vendor- This business is very fragile- she should be aware of that