Am I overreacting? Vendor issue....
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    Default Am I overreacting? Vendor issue....

    I recently placed juice orders with two very well-known, very reputable vendors that come highly recommended on this forum. It was my first time ordering from both sites.

    Unfortunately for me, both orders were incorrect. I'm sure everyone can relate to how deflating that can be, given how anxious and impatient we are to get our vapemail!!

    The first order was a large sampler pack. Almost half of the bottles were missing from the order. I sent an email to the company, and very nicely and without jumping to conclusions, asked if it was a fluke mistake or maybe there was a second package coming? The website said my order was filled and delivered, so I kind of already knew it was a mistake, but I was just being overly gracious, as my mother always taught me "you catch more bees with honey" Anyway, they responded promptly (within 24 hours), seemed genuinely attentive to the mistake, and assured me they were shipping the rest of the juice out to me asap - no questions asked. We even wrote back and forth a few more times, and just overall it was a very pleasant experience - leaving me feeling like a very valued customer, with no lingering dissatisfaction with their company. I will most definitely be ordering from them again.

    The other order was a slightly different experience. This other vendor I ordered from, is known to include a free bottle of juice with every order over a certain dollar amount, and advertises this on their website. But my order came without a free sample. Now typically I wouldn't have said anything - I'm not the type to speak up if I'm unhappy with a purchase, or send back a meal at a restaurant, etc. And especially since it was a free sample, not something I paid for, that was missing. But I was just disappointed, it was part of the reason I ordered in the first place, and I specifically ordered more than I was originally going to, just to hit the free sample minimum purchase. And it is a significant sized sample...not like a 3ml or anything. So, like I did with the other vendor, I sent a very polite email asking if I misunderstood the policy, or if it was a mistake or whatever. They did email back very quickly (within 30 minutes!!), but their response was, "Sorry we forgot your free sample. Just mention that you didn't get it in the comments section of your next order, and we'll send you an extra one."

    Now don't get me wrong, I'm not mad or ranting or anything. I'm just a little put off by this. It would cost them next to nothing to stick one bottle of juice in the mail, just standard first class. And you'd think for such a small cost to them, that they'd definitely take advantage of an opportunity to not only make it right, but to show that they go the extra mile if they make a mistake. I know it's really not a big deal, and it's a very minor mistake, but I had to get it off my chest because it just bugged me. I think it's presumptuous of them to assume I'm going to place another order with their company (just in general, let alone after they screwed up). With so many juice vendors online to choose from, the key to success and building a repeat customer base is great service, isn't it? (Obviously the quality of the juice is the most important, but lots of companies have great juice, so service is really all that sets you apart).

    Anyway...thoughts on this? Should I be bothered, or am I making nothing into something? I'm interested in hearing how everyone would feel about this.

    Sorry this is the longest post ever!!!!

  2. #2
    ECF Guru* ECF Veteran Vapoor eyes er's Avatar
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    I ALWAYS videotape the opening of my packages.

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    I recognize the second vendor you stated and I have to say they have great customer service I have been ordering from them for a year and only had one problem where the juice didn't taste right and they sent me another bottle right away. They do have a problem forgetting that sample but you can request which flavor you want the sample to be. That way it wont get forgotten.
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    They are true to their word.
    This happened to me and when I reordered they went way overboard in making things right.
    If you find some juices you like, just reorder and mention your issue and be amazed at their efforts to make you happy.
    I assume you are speaking of Mt. Baker Vapor.
    I don't order from them anymore but their CS is OVER THE TOP.
    Give them a chance.
    pat
    BE KIND. ALWAYS.

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    I didn't mean to imply I wouldn't order again at all...this company was very very quick to ship, their prices are great, and so far the juices taste great with no steep time yet.

    Like I said....just irked me a little and I wanted to get others' thoughts.

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    Free samples are always a gray area, IMO. And they said they would ship it with your next order. I wouldn't sweat it.

    Vendors have to protect themselves too--there are people who try to take advantage of them, unfortunately. I'm not suggesting you're doing that, please understand that, but really anyone can say that this or that wasn't included in the package... It's a tough one.
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    They have a Chomley looking fellow over there who gave me a wack response once.

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    I also know the vendor your speaking about and they will make it right. But is this just a way to possibly get you to make another order? I would think this seems to be a selling point to buy from them and they make a big deal of the free bottle of juice so how in the heck could they just forget it. Anyway they did the same to me and have read this happening to others. It just seems there is more to it than just forgetting to add it in the order. Just my $.02. My rant is complete.

    Quote Originally Posted by Lois2013 View Post
    I recently placed juice orders with two very well-known, very reputable vendors that come highly recommended on this forum. It was my first time ordering from both sites.

    Unfortunately for me, both orders were incorrect. I'm sure everyone can relate to how deflating that can be, given how anxious and impatient we are to get our vapemail!!

    The first order was a large sampler pack. Almost half of the bottles were missing from the order. I sent an email to the company, and very nicely and without jumping to conclusions, asked if it was a fluke mistake or maybe there was a second package coming? The website said my order was filled and delivered, so I kind of already knew it was a mistake, but I was just being overly gracious, as my mother always taught me "you catch more bees with honey" Anyway, they responded promptly (within 24 hours), seemed genuinely attentive to the mistake, and assured me they were shipping the rest of the juice out to me asap - no questions asked. We even wrote back and forth a few more times, and just overall it was a very pleasant experience - leaving me feeling like a very valued customer, with no lingering dissatisfaction with their company. I will most definitely be ordering from them again.

    The other order was a slightly different experience. This other vendor I ordered from, is known to include a free bottle of juice with every order over a certain dollar amount, and advertises this on their website. But my order came without a free sample. Now typically I wouldn't have said anything - I'm not the type to speak up if I'm unhappy with a purchase, or send back a meal at a restaurant, etc. And especially since it was a free sample, not something I paid for, that was missing. But I was just disappointed, it was part of the reason I ordered in the first place, and I specifically ordered more than I was originally going to, just to hit the free sample minimum purchase. And it is a significant sized sample...not like a 3ml or anything. So, like I did with the other vendor, I sent a very polite email asking if I misunderstood the policy, or if it was a mistake or whatever. They did email back very quickly (within 30 minutes!!), but their response was, "Sorry we forgot your free sample. Just mention that you didn't get it in the comments section of your next order, and we'll send you an extra one."

    Now don't get me wrong, I'm not mad or ranting or anything. I'm just a little put off by this. It would cost them next to nothing to stick one bottle of juice in the mail, just standard first class. And you'd think for such a small cost to them, that they'd definitely take advantage of an opportunity to not only make it right, but to show that they go the extra mile if they make a mistake. I know it's really not a big deal, and it's a very minor mistake, but I had to get it off my chest because it just bugged me. I think it's presumptuous of them to assume I'm going to place another order with their company (just in general, let alone after they screwed up). With so many juice vendors online to choose from, the key to success and building a repeat customer base is great service, isn't it? (Obviously the quality of the juice is the most important, but lots of companies have great juice, so service is really all that sets you apart).

    Anyway...thoughts on this? Should I be bothered, or am I making nothing into something? I'm interested in hearing how everyone would feel about this.

    Sorry this is the longest post ever!!!!


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    Last edited by yellowsnow; 10-24-2013 at 01:06 AM.
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    I agree they should have sent the freebie like they promised. I understand that sometimes people do try to take advantage of them, but if their records reflect that you've never complained before, then they should do it. I used to buy a lot from a well known vendor in here. They made a lot of money from me. The last time I ordered 10 replaceable heads for the Vivi Novas at 2.8 ohms. I ended up getting 10 heads at 3.2 ohms,I ink that was the ohms. Anyhow I tried one of them and it was horrible. I emailed them and asked if I should return them. I never heard back from them. I emailed them again and never heard from them. I still have 9 heads an I've never ordered from them again. They lost a lot of money from a customer on that deal. Maybe I will rebuild them some day.
    Check out our Vape Meets for South Florida at www.southfloridavapers.com

  10. #10
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    Quote Originally Posted by yellowsnow View Post
    But is this just a way to possibly get you to make another order? I would think this seems to be a selling point to buy from them and they make a big deal of the free bottle of juice so how in the heck could they just forget it. Anyway they did the same to me and have read this happening to others. It just seems there is more to it than just forgetting to add it in the order. Just my $.02. My rant
    I actually thought about that, but didn't want to say it. I wondered if this has happened to others and I agree it seems shady that it was "forgotten," when an entire page of the website is dedicated to it.

    If this is the case, props to them for creative upselling I guess
    meanckz likes this.

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