Not-so-positive Experience with TW

[BobVila]

I've placed two orders with TW over the last ten days and have to say that I've been disappointed with them. I did the research and made my decisions carefully.

Order #1 -
A 510 starter kit, extra atomizers, blank carts, and juice.

My order arrived SUPER fast (ordered friday afternoon, had it Monday), so that was a major bonus in my book.

One battery was completely DOA. After an initial charge of ~10 hours, I plug it into the atty and *crickets* nothing... I plug it into three more attys hoping that I just have bum atomizers. Still nothing. Oh well, c'est la vie. I get in touch with TW and they ask me to send it back in.

The other battery, after its initial charge, works GREAT! I'm super happy about it, and go smoke-free for three days. The start of something great, right? On day four, the battery life declines... Now, after a full charge, I get about ten minutes of vaping before the battery is useless. YARGH!

Order # 2 -

So, I'm back on analogs, gutted about the experience, but I decide to order a 5-pack of a batteries (figure I'll need some spares anyway), some more juice (higher nic level), and a USB charger. I place my order, and hours later, there's a 20% off coupon for everything TW.

I jump on the the chat, ask if I can have the discount applied, given that my items haven't shipped yet. The chat operator says she can't do it, so I decide to cancel my order. I didn't think it was a huge accomodation to make, and their unwillingness to make it tells me to take the order somewhere else. I'm told to send an email to the ordering department address and do so.

A nice lady (witholding names) says my order's being packed, so it's too late to cancel, but after a talk with the manager, they'll refund the discount amount and send out the merch, as long as I send an e-mail to the manager.

I emailed the manager straight away, forwarding the previous conversations and asking for her to apply the discount. Five days have since passed, and I haven't received any response nor refund. Not even a simple acknowledgement.

I'm still geared up to make the switch from analogs to my PV, so I wait like a total nutter for my items to come in, thinking I'll charge the batteries two at a time - one with my wall charger and another with the usb charger, and I'll be back to vaping in no time.

I'm crushed AGAIN when I find that the juice and batteries are in the package, but not the USB charger. I've sent another email to the manager, and have received (shock of shocks) no response.

The whole thing seems atypical, given the raves about customer service and shipping I've read in this forum. I don't think I've been irritating or hostile at any point in the process, but it's been a big bag of disappointment so far.

I think I'll be combing the forum for other vendors to use in the future.

[BobVila]

A brief addition:
Order #2 is placed on a Tuesday, and doesn't arrive until the following Monday. Strange, given the shipping time for my first order :-/

[maryjo]

Sorry you are having problems Bob. I've ordered from TW several times and never had any issues. There are lots of suppliers out there so maybe you should use another one. I'll definetly be watching this thread for others with problems with TW before I make another order.

Anyway - Welcome and good luck.

[BobVila]

Thanks for the welcome, maryjo!

The whole situation seems really contrary to how TW usually conducts business. I read through a ton of posts on the forum before I made my decision to go with them and did it mostly based on the recommendations I've seen here.

I'm still hopeful that it'll get resolved. We'll see!

[Moobyghost]

Totally Wicked right? I have not gotten a call back from them in 4 days. I have left messages and still nothing.

[Rusty]

They may be struggling with demand due to the sale that is on - a bit ooooooovvvvvvvveeeeeeeerrrrrrrrssssttttttttrrrreee eeeeettttttccchhhheeeedddddddd!!


Rusty

[BobVila]

Totally Wicked right? I have not gotten a call back from them in 4 days. I have left messages and still nothing.

Yessir. Glad to see I'm not the only one. Well, perhaps "glad" isn't the right word. Sucks that someone else is in the same boat. :-/

Looks like they're getting backed up over there. Hope they recover before the "bad press" gets out of hand.

By the way, moobyghost, I've been hooked on your vids for a while now (you were a major factor in my choosing a 510). Keep up the great work!

[BobVila]

There was a long thread here last week about complaints (and support) regarding TW's customer service, but it disappeared with no explananation. There are many strong supporters of TW but from what I gathered in that thread and others - it seems as if you DO have a problem with an order from them and have to deal with CS, that's where the trouble starts. I have placed a couple orders with them with no problems so far but I limit what and how much I spend there because of these concerns. Vendors I strongly recommend: e-Smokey Treats, Rocky Mountain Vapor. I am tentative regarding Nuvape as well. I have had a few good experiences there but others have had mixed results.

Thanks for the info and recommendations, etip. This isn't the first I've heard of e-Smokey Treats. Maybe I'll peruse their wares next time.

[Moobyghost]

Yessir. Glad to see I'm not the only one. Well, perhaps "glad" isn't the right word. Sucks that someone else is in the same boat. :-/

Looks like they're getting backed up over there. Hope they recover before the "bad press" gets out of hand.

By the way, moobyghost, I've been hooked on your vids for a while now (you were a major factor in my choosing a 510). Keep up the great work!

Well Thank you sir. I just did two more if you want to give them a look see. The first was Apple Pie from Decadent Vapours, the Second (uploading now) Vanilla from Aroma E-Juice.

Please leave a comment in the thread to help bump 'em a bit. :P

[BobVila]

Well, the last LONG thread with complaints about them was REMOVED which really makes me wonder if we are getting a true picture.

Ahh, I see what you mean. It hadn't occurred to me when I read your first post. I'll admit that it seems like a nefarious thing to do (go marauding around deleting negative posts), so I'm sure there's a reasonable explanation there. I'd not be surprised in the least if the author had a gripe that was later resolved and removed the post out of good will.

The comments, both here and in the general forum, have been overwhelmingly positive. I'm willing to give 'em the benefit of the doubt, especially considering most of this happened right before they issued a pretty aggressive sale. Perhaps they got a larger response than they had anticipated.

Anyway, I think it's healthy that reviews (positive or otherwise) remain visible, so I'll keep updating this with any news I get.