Backwoods BrewDate of your initial complaint to the supplier.
25 June 2014How did you contact the supplier
EmailTicket number (if you were issued one)
-General nature of complaint
ShippingBriefly describe your problem or issue
First off, let me state - the initial error could have been either on my mother's part as I do not have access to a checking card or credit card and she placed the order for me. Either she or the website confirmed the wrong shipping address.
That being said - My mother sent one email, and I sent two explaining that our receipt was showing the incorrect shipping address and if they could please change it. There is no way to contact this vendor by phone, so we used the email linked on their website by clicking "contact us".
BWB replied saying the address I gave them for correction was what was showing on the receipt. I typed the address again to confirm and said "as long as this is the address showing on the shipping label we should be fine".
I received a shipping confirmation from BWB showing the incorrect address, and a week later via USPS tracking number I see that they have tried to deliver to a nonexistent address. I sent another email, expressing my disappointment and frustration with being told this wouldn't be an issue and to let them know the package had been "returned to sender". They never replied. Looking at my tracking number, the package never made it back to NY where the package was originally sent from. It made it to NJ, and then went back to my home state of TN. It has been sitting in Nashville for at least a week now, stating "expected delivery July 30th". Mind you the order was made on the 25th of June, I gave them the correct shipping address immediately, and the next day received an email stating that the address I gave them as a correction was what was showing.
I sent them another email today, asking if they'd been in contact with USPS and if they were able to correct the address, since the package seemed it was back in Tennessee, reiterating my frustration with being told the correct address was shown in the first place when this was obviously incorrect.
Rather than address my concerns, I received an email asking why customers choose to ..... at BWB when the post office makes a mistake.
Yes.. this is the language in the email I received from BWB. I pointed out to them that the "mistake" was made before the package was even shipped, that I'd taken steps to correct the mistake before the package was shipped, and that as the vendor/shipper - they are in fact the customers of USPS, and therefore the only people capable of telling me what had been done to correct the issue, whether or not the package ever made it to them so they could put the correct address on it. At this point I would just like my package or my money returned to me. I will never order from a business with such a lack in professionalism again. I have worked in customer service, and never once have I pointed out to a customer that "they're bitching at me" when something doesn't work out as expected. As a vendor they are the only ones who can correct the issue with USPS, and instead of addressing my concerns they just want me to stop "bitching".
I am absolutely in love with their Applewood flavored e-juice... but after this experience I will only be dealing with local vendors only. This is not the first e-juice vendor who has shown this kind of attitude when I had a question about an order. And what can I say? If you can't be professional, and considerate to the concerns of your customers... you don't deserve to be in business.
*edited to correct the dates of my order and to clarify that they had been in contact before the item was shipped to assure me there would be no issue, only for it to be sent to a non-existent address*