Keeping in accordance with Elendil's posting guidelines,(http://www.e-cigarette-forum.com/for...post-here.html) this review is only based on V4L's:
1. Shipping speed
2. Return policy
4. and the like.
from an objective and comparative point of view over 3 months time.
1. Shipping speed
More often than not, every order ships within 3 business days. V4L does not assist consumers equally on lost or delayed orders.
2. Return policy
V4L's return policy does not match what is on their website. While this can often make them a far more attractive, compassionate and understanding company, it also causes mixed messages. Instead of being addressed my recent experience has shown me V4L handles consumer confusion over verbal agreements(made because "we haven't updated our return policy yet") with compounded double-talk(mixed messages), avoidance, personal insults, etc. They seem to only keep their word if they feel like it and after they convince you to not pay attention to their to be updated 'policy'. iow, when you take them at their word about their policy not being inflexible, they use their verbal policy to delay doing anything until the warranty wears out, get all sympathetic about after the fact but, ultimately do not adequately follow through. They don't honor their 72hr wrong product policy when they make the mistake more than once, instead using 'bonuses' as replacements and defaming a person after killing the fun they say the bonuses are intended for, as an 'ungrateful' customer (again to keep things clean here) They push for thank-you's when you have a serious issue, rather than correct the problem. (see next).
CS in any business is there to field complaints. During the 1st couple months the majority of any email to their team was related to website problems when ordering and they handled those e-mails very well.
My major concern was that I didn't get the kit I ordered. During that process, one of the best CS reps left V4L. The new rep, instead of shipping the kit as ordered, items in the kit were individually replaced with bonus cartos. However, 3 months later, non-functional part after non-functional part, not all items were replaced. I was told I was being 'silly' to 'petty' (to keep the language clean here) to even care about color choices. From that point forward, any problem I had was reduced to how much trouble they went to to replace the kit, which again, they didn't completely do but, as if they did.
I was told by the company owner/investor it was, in his opinion, 'weird' that I purchased only 1 kit, showing enormous confidence in V4L's products that are promoted with a longer lifespan, given a written personal promise w/ his cell # that he would discuss this and a DOA product purchased & less than a month old, that he did not follow through on because he was in meetings. No further attempt was made by him to follow through and there was no response to a direct e-mail by myself to him about this either.
CS has informed me they would extend an exception by fixing my first order, correcting the DOA new separately purchased product and correcting items their packing department shipped that I didn't order, with no notice to me that they were picking some things based on guesswork I'd like them when items ordered were out of stock. That verbal agreement changed to their blaming me, telling me (a 2+ pk/day smoker(I started vaping on a different PV before finding V4L) I didn't know how to vape and have no sense of taste instead of acknowledging a problem on their end, despite several similar complaints on their forum. The rep who made that agreement with me is the same rep who told me to not contact CS again.
I was justifiably upset and unjustifiably accused of a 3part pm being threatening. I expressed how much this hurt me, offered alternative ways to be in touch as a suggestion and went as far as offering to pay for all but s/h costs if they would honor their spoken 'absolutely we test all of our products on request!) I needed them to verbally explain the initial agreement as to what they are open to doing in cases where there are repeated and continuous errors and/or faulty merchandise - that they could help by testing the product first, and requested this be done more than once. It was ignored and therefore I was continually shipped mis-manufactured items. What I got was a hostile OT e-mail and no response at all from a second V4L staff-person.
My most recent order was lost in the mail and CS, instead of taking an interest to assist me, recanted more than 5 completely different excuses as to why they could not, fully aware I had no juice for over 10 days. Their email continued, again, back to my first order and the 'bonuses' (the trojan horse) of their put downs and avoidance. It went so far as CS dictating to me what I could and couldn't purchase as well as their request to not 'bother' them, so OT to a request for assistance over a lost package it is all review-worthy.
There is no way to delete your account - only change your cc info or email address. Your name and address is forever in their system.
CS reps have a very high turnover, which does not exude any or successful training of their staff as well as confuse reps when resolutions are delayed and are transferred to someone new who has no idea what standing agreements were put in place. Instead of quick resolutions, extended delays, etc. seem to push new reps over the edge; are overly stressful for them to deal with causing more delays. One rep, I was told was not yet trained to take a msg is presently in charge of all customer service - a week later. Fast learner.
V4L's shipping costs are much higher than the cost printed on the USPS label. They do not explain why.
V4L's packing department does not pack juice and batts separately so the batt (or other items) are not ruined if the juice leaks.
No one calls out individuals who don't pack correctly or CS reps who fail to keep their word.
My first 2 months with V4L was 3-5*****(5 on some items outside the scope of this forum) because I took them at the word.
The last month <1* because their CS depleted my stock of juice, left me needing a shovel from the verbal nonsense, etc., denied their own 'contact within 72hrs on wrong products' and no way to trust them.
My average rating based on this review, over 3 months and approx $450=$500 in, is a 2-3 and primarily based on outright negligent CS that shows no signs of improving.
This review in no way is or implies any rating about the V4L forum, itself or any of the consumers there. This is strictly based on actual events I've personally experienced and notice can and do occur for better or worse, directly from the V4L company, that has not done anything but go around the actual problem with a schoolyard bully attitude.
If the purpose of this forum to reach resolutions, it would take a miracle after all this nonsense.