Company name
High Desert Vapes
Date of your initial complaint to the supplier.19 May 2013
How did you contact the supplierWebsite ticket system
Ticket number (if you were issued one)8713
General nature of complaintOther
Briefly describe your problem or issueI loved HDV. They have the flavorings that I like and were prompt in filling orders. This last order however was the exception. On May 14 I ordered 4-30 ml bottles of blackberry flavor and 1- 10 ml bottle of blueberry to try out. I dont know if they were out of 30 ml bottles or what, that was never explained to me. I received 3- 30 ml bottles, 3- 10 ml bottles of blackberry and 1 10 ml bottle of blueberry along with an unknown complimentary sample. The problem was that one on the 10 ml bottles of blackberry had not been tightened and I lost 1/2 of the bottle. I contacted them and they refused responsibility. the following is the email messages that have been sent and received. The gap in dates to one of my replies is due to being out of town.
Replies from the supplier in question have been removed as posting the contents of conversations without the other involved party's permission is against the rules. -Staff
May 17
Order Number: 8713
Hi I just received my juice order and could smell juice from the package. after opening I found one of the 10 ml bottles of blackberry about 1/2 empty, The lid wasnt on tight. Luckily I only ordered 2 flavors and it is evident by color which is which. The spilled juice has made the labels unreadable. My questions are, can I get some kinda of credit towards my next purchase for the spilled juice? What flavor is the sample? I cant tell by smell because the bottle now smells like blackberry.
Joe
May 20
Hi John, The order arrived intact so shipping insurance seems like a poor argument. The issue was that the cap was not tightened on one of the bottles, causing it to leak during transit. I am not asking for replacement of the order. A small credit applied to my next purchase was all that I asked for. I had heard on ECF about superior customer service that HDV offers and that is why I began buying from you, This is the only problem I have had with several orders and was hoping to see some of that customer service I have heard about.
May 23
John,
Why should I purchase shipping insurance for a manufacturing defect? YOU mixed and bottled the product. The shipper was not at fault for YOU leaving the cap loose. Evidently YOU were in a hurry. YOU shipped 3-10 ml bottles instead of the 1 additional 30 ml bottle that was ordered. YOU increased the chance of leaking bottles. I do not equate "superior customer service" by giving away store credit. I equate "superior customer service" by righting the mistake that YOU made by simply not tightening all the caps. I dont understand why you insist on being blameless unless you feel the postal farie got into your sealed package and through your taped bubble wrap and sealed ziploc to mischievously loosen the top on 1 bottle.
Once again, I am not asking for free stuff, I am asking for you to right your mistake. Do you want your leaking bottle back? Its kinda pointless with RM shipping. DO you want the pics with date stamps that I took when I opened the package? I would be more than happy to send those to you as proof. It seems I am trying to work with you to correct this but you only have one answer.
May 24
You are not even making sense now. How can a full bottle be sent back when it was half empty when it arrived? Dont you worry about the bottle or the credit. I have tried dealing with you in a professional manner and it seems to have gone no where. What I will do is post this entire message stream in negative reviews forum of ECF.
End copied message stream
Well there you have it. Make your own decisions, but as a vendor of various products in the past, unless the package didnt arrive or the packaging was torn, you cant blame the shipper. This was not my first order with HDV. My first order contained over 20 different flavors when I first got into DIY juice. All previous shipments were intact, yet for some reason John decided that 1 small mistake on his part was not worth repeat business with this customer.
Replies from the supplier in question have been removed as posting the contents of conversations without the other involved party's permission is against the rules. -Staff
May 17
Order Number: 8713
Hi I just received my juice order and could smell juice from the package. after opening I found one of the 10 ml bottles of blackberry about 1/2 empty, The lid wasnt on tight. Luckily I only ordered 2 flavors and it is evident by color which is which. The spilled juice has made the labels unreadable. My questions are, can I get some kinda of credit towards my next purchase for the spilled juice? What flavor is the sample? I cant tell by smell because the bottle now smells like blackberry.
Joe
May 20
Hi John, The order arrived intact so shipping insurance seems like a poor argument. The issue was that the cap was not tightened on one of the bottles, causing it to leak during transit. I am not asking for replacement of the order. A small credit applied to my next purchase was all that I asked for. I had heard on ECF about superior customer service that HDV offers and that is why I began buying from you, This is the only problem I have had with several orders and was hoping to see some of that customer service I have heard about.
May 23
John,
Why should I purchase shipping insurance for a manufacturing defect? YOU mixed and bottled the product. The shipper was not at fault for YOU leaving the cap loose. Evidently YOU were in a hurry. YOU shipped 3-10 ml bottles instead of the 1 additional 30 ml bottle that was ordered. YOU increased the chance of leaking bottles. I do not equate "superior customer service" by giving away store credit. I equate "superior customer service" by righting the mistake that YOU made by simply not tightening all the caps. I dont understand why you insist on being blameless unless you feel the postal farie got into your sealed package and through your taped bubble wrap and sealed ziploc to mischievously loosen the top on 1 bottle.
Once again, I am not asking for free stuff, I am asking for you to right your mistake. Do you want your leaking bottle back? Its kinda pointless with RM shipping. DO you want the pics with date stamps that I took when I opened the package? I would be more than happy to send those to you as proof. It seems I am trying to work with you to correct this but you only have one answer.
May 24
You are not even making sense now. How can a full bottle be sent back when it was half empty when it arrived? Dont you worry about the bottle or the credit. I have tried dealing with you in a professional manner and it seems to have gone no where. What I will do is post this entire message stream in negative reviews forum of ECF.
End copied message stream
Well there you have it. Make your own decisions, but as a vendor of various products in the past, unless the package didnt arrive or the packaging was torn, you cant blame the shipper. This was not my first order with HDV. My first order contained over 20 different flavors when I first got into DIY juice. All previous shipments were intact, yet for some reason John decided that 1 small mistake on his part was not worth repeat business with this customer.
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