Acceptable response time for order issue

[Oriana871]

[h=2][/h]

Just wondering what is the acceptable time one should wait if they've contacted a company due to a shipment issue/inquiry.

Whether the company is ultimately responsible or not is not the issue, the question is mainly just how long do you wait for any response at all?

Example being: Customs issue, package is being held, asked vendor to accept return of shipment on March 8th, no response at all. If they don't want to accept return of shipment, isn't it reasonable for them to at least say so? I'm being held in limbo land and wasting precious time in how I deal with the situation.

I'm losing my patience on the one hand but also want to make sure I have a right to be upset over lack of response.
​

 

[jimbill]

March the 8th i would call them up if i was you or e-mail them first.

 

[elfstone]

All the vendors I bought from so far (almost all of them ECF suppliers) have responded to my e-mails within a few hours. Sometimes even on week-ends. I was always terribly impressed by the promptness and courtesy of these small / family businesses. Even in one case where they weren't at fault they answered Sunday night that they'd look into it, then they held my hand with a number of e-mails until I eventually figured it was my mistake.

So I'd say, no - based on my experience with this community, this is NOT acceptable. However, did you re-send your message? Sometimes, if they have a lot in their inbox, it's conceivable they missed your e-mail.

 

[Oriana871]

Yes I did resend the message and also stated that time was an important factor. Also discussed under the appropriate Vendor section of the forum.

They are well aware that they haven't responded and I've given them all the pertinent information they need.

I've been pretty darn diplomatic with them so far, considering.

 

[1poppy]

The girl who got me vaping got hers from TVR, so I use them too (i prefer personal references when dealing online, as you never know these days..). That said, josh and jess always hit me back with an email pretty quick...and they are backlogged a day or two on orders, even. I think you have every right to some answer, good or not- to leave a customer hanging like that seems shady, and certainly doesn't earn them any new patrons.