Questionable Customer Service for VV??? - Page 2
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Thread: Questionable Customer Service for VV???

  1. #11
    PV Master ECF Veteran kittypie's Avatar
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    E Dub - It usually takes about 30 days for the USPS to process our insurance claims. I will check with Debbie to see what the current status is. Thanks.

    ETA: If you will PM me the name on your order, it would be a big help! Thanks again.
    Last edited by kittypie; 03-12-2014 at 04:33 PM.

  2. #12
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    Quote Originally Posted by kittypie View Post
    E Dub - It usually takes about 30 days for the USPS to process our insurance claims. I will check with Debbie to see what the current status is. Thanks.

    ETA: If you will PM me the name on your order, it would be a big help! Thanks again.

    Awesome customer service. I guess that is how you stand out, i know rules are rules and it is stated in your F.A.Q, but your customer service replies like a bot (as if you get your responses off some rigid template imo). Its just terrible.

    On the receiving end of these replies if actually feels like i'm communicating with a brick wall. This type of customer service is sub-par and wont survive in this day and age. I run my own company as well, and trust me i'd love to have my competitors have your team as their customer service support =D

    Registered mail only costs a few dollars more and it is something your company should STANDARDIZE having for International orders (to safeguard us customers and yourselves), so that cases like mine doesn't happen to other international customers.

    To add-on, i must correct you to say that you are mistaken when you mention that you will have way to verify if the deliver was actually made, hence you are unable to give any compensation. Click on the link that you have provided to me for tracking and you will clearly see that the item was not delivered.

    Anyway this is the first and last time i will ever be purchasing anything from your company. Judging from the e-mail responses i have received thus far from you, it is clear that your company has the mentality that once the customer's payment has gone through, nothing else matters. You shirk all responsibility and did not even attempt to reconcile this issue. Not 1 attempt was made to salvage your reputation.

    Take my USD$159.95 as a donation, keep it.

  3. #13
    Forum Supplier ECF Veteran Annette Rogers's Avatar
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    I am sorry that you are unhappy with the the outcome but I need to make a few things clear here.

    First, you state, i have to post my "situation" here because i have yet to get a response from Virgin Vapors after multiple e-mails to them. You also say, I have since contacted you multiple times and have yet to receive any response. These are completely false statements that are even contradicted by your own previous posts here on another thread. You received replies on the 27th, the 4th and again on the 9th.

    Second, you are incorrect that registered mail only costs a few dollars more and that that would solve this problem. In order to have package tracking and insurance on international orders, they must be sent using Global Express Guaranteed and the cost is far more than a few dollars (the cost usually starts at $80). We are currently negotiating with FedEx to try to offer another, hopefully less costly option that offers the same protection and we hope to find other options for our international customers in the future but for now, that is the best we have.

    Third, international packages sent using standard mail are only tracked until they leave the United States. Tracking stops once the package reaches the international destination country, they are not tracked onwards to their final destination. This is because the tracking link that you have is a function of the USPS and does not extend into Singapore. So, you are incorrect, there is no way for us to either verify that the package was delivered or that it was lost. That is, unless it is sent with full package tracking to the final destination using Global Express Guaranteed but you opted not to do that.

    Lastly, the replies you received from customer service were courteous, helpful and understanding. You just didnt like our terms and conditions, despite the fact that they are clearly stated. Since you first contacted us just three weeks after the package was mailed, customer service asked you to give the package some more time. We have had international packages take six weeks or more to arrive at times due to local conditions in various countries so, in many cases like this, a little patience resolves the issue. However, you were not willing to do that and demanded that customer service give you a full refund immediately. You then came on here to make false statements about the responses you claim you did not receive in what appears to be an attempt to force us to do what you wanted by hurting our reputation. While we do often go above and beyond our terms and conditions for our customers, that is something we do privately and at our discretion.

    Again, Im sorry that you are unhappy with the outcome.

  4. #14
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    Well said Annette (and with a LOT of patience too!)
    kittypie, rosepetal and MPage like this.

  5. #15
    Super Member Dominique Hoogduin's Avatar
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    Got my order today after a week (shipped march 11 delivered march 18.. tracked from start to delivery.. from us to netherlands) and no hassle from customs.. it was tracked all the way from departure to customs. Have a pile of other juice to use up first so i ill let em steep for a while i guess. No complaints here.

    Reo Grand LP/MVP 2.0 / EGO / Kamry 100

  6. #16
    Full Member Istand's Avatar
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    Yea


    Sent from my iPhone using Tapatalk

  7. #17
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    Does everyone realize that e-cigarettes are illegal in Singapore? I'm sure the OP does. If the shipment is caught by customs it will be seized and the recipient can be fined.
    Health Sciences Authority - Highlights : Prohibition on certain products
    Singapore - E-cigarette laws
    I Support the Innovators

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