An open letter to all the online vendors;

[Faylool]

A while back I ordered 2 ce4 clearomizers. One blue and one black. After several emails with the final one irritated the owner said he'd take care of it himself and what flavor juice do I like he'd send me one. Got it right away and got 3 clearos and juice was a generous 30 ml. He was the only problem I've had of over 15 different so far. Oh wait, one took a long time on a return and so when I complained the full amount including shipping was credited and they didn't request defective item returned so saved me shipping. You really should name the place if customer service is lousy because that's why ecf has that section and I wouldn't want to use them. If I was already using them with success I would certainly never request express service! Ha ha You might have been the first person to ever request it and they were falling all over themselves because it wasn't " routine" heheh

 

[jgriff63]

That is customer service! That is what I expect from a vendor who screws up! I am in the hotel industry, and when we screw up, I take care of the guest, in the hopes that they will give us a chance to earn their trust in the future. That is what I expect from people I do business with.

 

[CommaHolly]

I ordered some DIY stuff from Wizard Labs,,,,,,I waited and waited for it to be sent out,,,,finally, on day 3, I contacted them,,,,,

turns out the whole thing was MY FAULT. They had called me several times and left a message, but I hadn't listened to my messages,,,,we got the confusion on my order fixed and they mailed it THAT DAY,,,,additionally, they refunded my shipping charge, even though I told them it wasn't necessary,,,,had I listened to my voice mail, I'd have gotten it sooner. I couldn't believe the quality of their customer service,,,,,,I ordered again, recently, and got my stuff in TWO DAYS.

I ordered from (ONE COMPANY) quite frequently,,,,,,,since I've started DIY, it's been less,,,,,,but my daughter likes a menthol that I haven't been able to replicate yet, so I ordered her a bottle. Two and a half weeks later, they shipped it,,,,,,they didn't respond to the phone calls or the emails,,,,,,,finally, they responded and sent it out,,,,,,I was disappointed to say the least,,,,,,,,,what was normally a 5 day delivery turned into almost 3 weeks,,,,,,,I love (THIS COMPANY), but I doubt I'll order again. They did send DOUBLE the amount I paid for,,,,,,but 3 weeks is just too long. I hope they get their stuff together, because they make great juices,,,,,and I'm sure my DD will want some more Ice Ice eventually LOL. But it just makes me nervous,,,,,,,3 weeks seems excessive,,,,even if they are busy, nobody wants to wait 3 weeks for a bottle of juice.

 

[K DUB]

this is a good topic. as the industry grows, those with top notch cs skills and quality products will easily rise to the top, and bury the lesser cs skilled shops. i don't always need the best prices, but the best service. i ALWAYS read return/warranty policies before committing to purchasing. when i buy batteries, i always buy from vendors that offer the best warranty. some are 1 yr, some are 7 days. i would rather spend an extra few bucks for that kind of warranty. most of us understand that these are mostly small vendors, and be overwhelmed at times, but communication is key. if you're behind a few days, take a few minutes to email me and explain. i promise i will appreciate that much more than simply wondering if my order has been lost or i've been ripped off!

 

[SissySpike]

Ive had mostly good experiences even the bad ones the vendors were very good at replacing defective stuff.

 

[ZW99GT]

That's how business works. The crappy ones will get a bad reputation and the great ones will excell. That's why we're all here for support and to report on our experiences. I'm sure there are special circumstances that may delay things, but I agree with the OP. I expect shipment notification in 24 hours. I will always opt to spend a few more bucks to get timely service and excellent customer service.

I have had satisfactory experiences with several of the stores I've dealt with. Mt Baker Vapor is the one that sticks out for unbeliveable processing time and customer service. It also doesn't hurt that their juice is awesome .

 

[tapout1003]

We are in a growing business market that doesn't always involve large start-up costs. This invites lots of amateurs into a world some might not belong in. I've order from between 15 and 20 vendors, I've had small "issues" with 3 or 4. I simply won't spend anymore money with them. We also have to deal with the fact that more employees today do not share the same work ethic as a few years ago.

 

[jgriff63]

I am with you, tapout, you get one chance to make it right...blow that, and you don't get my money anymore.

 

[synthros]

Yep that reminds me of my last order for e-liquids I screwed up in the ordering process and wound p placing two orders and paying shipping twice. They shipped the same day and basically doubled my main order at no extra charge, wow! That certainly made an impression on me, they automatically went above and beyond, it's obvious that that's how they do business. They make sure their customers are thrilled with every order. The personal touch, excellent communication letting you know what's going on with your order each step of the way, great packaging and individualized service. I'm sure they aren't the only ones but there really are some superior operators out there in the e-cig and related businesses. I've had no real problems with vendors, but then like this one there are those that just make me say,"WoW!".
(It was Ahlusion in this case btw).

 

[jgriff63]

As someone earlier in the thread suggested, I decided to try Mt Baker Vapor. Placed an order Friday NIGHT, it was in my mailbox today. Now THAT is service! The flavors are awesome, prices awesome, and shipping is awesome! Thanks Mt Baker Vapor!

 

[tearose50]

Am I understanding this correctly. Placed an order and the next day you got contacted about an unfortunate error of a supplier being out of stock of something you ordered asking you how you would like to proceed? That sounds like Good customer service to me.

What would you prefer a supplier to do when their stock in real life turns out to not match the stock listed in the computer? What would you have done if you were in his shoes?

 

[jgriff63]

Nor sure who you are responding to, but in my case, it was 5 days before I was told it was shipping out, and then the next day I got an email saying they didn't have one item, and the order was still sitting there, so they still hadn't shipped. I was not satisfied with that. Why not ship what you have? The one item that was out of stock was a small part of the order. What would I have preferred? An email saying, "The Vivi Nova heads are out of stock, so we shipped your e-liquid today, and will ship the rest of your order as soon as it arrives. Sorry for the inconvenience." What I got was, "The Vivi Nova heads are out of stock, do you want to cancel your order?" They held an order for 6 bucks of a $50+ order.

 

[Salt&PePPer]

'Hooray for Alcohol, Hooray, Hooray, Hooray for Alcohol'

Remember America, thanks for keeping it Legal.

 

[nnote]

There is one I wont do buisness with anymore. It usually goes like this...
Order juice. Wait three days for shipping confirmation email. Get the email, check in and for 3 days nothing. On the 4th day it says finally shipped. Stays in shipped status 2 more days until it actually moves. 9 buisness days later finaly arrives.
Don't send me a shipping confirmation 4 days before it actually ships just to try to make me feel better. It pisses me off.
Meh, I'm DIY anyways now.
Besides I'm done with venders that their whole juice stock is recipies they just swiped off the net and are re-selling.

 

[mostapha]

That looks an awful lot like an apartment I used to get drunk in. Then again, most college apartment look like that.

OP: I really wish you'd just hose the vendor. Garbage practices like that shouldn't be tolerated.

 

[jgriff63]

Want to recognize a vendor that just won my business with an over-and-above attitude; Tim at thedigitalcig.com; I had placed an order for an item was listed as in stock, it ended up not being in stock, so I had to go elsewhere. Tim sent the item to me at no charge, with a personal note apologizing for the mixup. Excellent customer service! Thanks Tim, you will get more business from me!

 

[minimalsaint]

Sort of nervous about a new vendor I tried on a whim for a Black Friday sale. Happened accrost a thread on a different forum with this particular vendor stating that they had thousands of orders but only one person to mix the liquids, and hopefully they could keep up. So you mean to tell me that you are running a crazy good deal, but you don't have the means to fulfill the orders in a timely manner? Judging by the thread, I am expecting my liquids by Christmas time. Ugh.

 

[jgriff63]

Sort of nervous about a new vendor I tried on a whim for a Black Friday sale. Happened accrost a thread on a different forum with this particular vendor stating that they had thousands of orders but only one person to mix the liquids, and hopefully they could keep up. So you mean to tell me that you are running a crazy good deal, but you don't have the means to fulfill the orders in a timely manner? Judging by the thread, I am expecting my liquids by Christmas time. Ugh.

Sounds like somebody is going to be busy! LOL Good luck, let us know how it goes!

 

[minimalsaint]

Sounds like somebody is going to be busy! LOL Good luck, let us know how it goes!

In the end it only ended up being $10 including shipping, so if anything it was a cheap test and I don't really need it.... I think I'm just going to forget about it and act like Santa came when it delivers LOL