Anyone had an order messed up, but the company wouldnt fix it the way you hoped they would?

[Patrick O'Brien]

Since I started vaping, I have ordered numerous things from many companies, but I cant say I like "the Digital Cig company". I ordered a metal tank for my mini novas, since I got some sample citrus juices in the mail and didn't want them to crack my plastic tanks. The order arrived, with it being the wrong size (for the original nova, not the mini). I sent them an email, and they told me to send it back to them, pay my own shipping (which I did when I first ordered), and that they wouldn't send me a new one until they received the large tank they sent by mistake. Aint nobody got time for that! They messed up, now they want me to go to the post office, pay postage, send it back, and wait for them to get it, then another week to get the right tank? Thats like 2 weeks from now, for something that costs 3 bucks. Has anyone else ordered something and had an experience like this?

 

[brock957]

What a crock. Good customer service would have been to apoligize tell you to keep the mistake and imediately send you the right one. Some companies get that and get loyal customers. Others are stupid.

 

[stormwench]

I agree. I have never had an instance when the wrong item was sent that the right one did not follow as soon as the company was notified. In the few cases of something more costly then a few dollars they sent a prepaid mailing label for me to ship the item back. They filled the order incorrectly so the problem to make it right, whether its $3 or $300 is on them.

In a case such as you have, given the cost and time to return it and get the right one if they won't do it the right way I would cut my losses, keep the item and go buy what you want from another vendor. You might feel like you may have wasted $3 but you probably will use it from time to time and it would cost you less to order what you want and pay postage from elsewhere then paying return postage plus tracking so they so it does not "get lost" in being returned and then the postage on the replacement. I know what my PO is, and even if close it takes a good hour to get through line and get a package mailed.. easier to just go to my computer and order elsewhere

 

[Hippieangst]

I could see a vendor wanting to protect themselves from people trying to scam them out of free stuff. As an online seller (on eBay and amazon), I've been burned by dishonest customers. I'm a very small operation, so I can't afford to be giving money for a return that may not come back to me (it has happened to me). But, with smaller ticket items, I would just cut my loss, refund the order amount, and tell the customer sorry for the mix-up; just keep the item and here's your money back (I have done this as well). Man, I'm portraying myself as a terrible online seller. These incidences were very rare.

But, for a small item like this, they should just send you a replacement or give you store credit or a refund with no questions asked. This is a hint that maybe you should go to a different vendor, which is sorry to hear because I've ordered from them a couple of times with no problems. They probably won't get me returning as a customer.

I had a problem with some gear from MyFreedomSmokes, and they had a replacement in the mail that day with a pre-paid shipping label to return the defective product.
I had a slight issue with Mt. Baker Vapor, and they gave me store credit one day after contacting customer service.
I had an issue with Johnson Creek, and they took care of everything (shipping and a full refund).

 

[StereoDreamer]

I ordered a bunch of stuff from AquaVaporCigs a few months ago--some Octopus RDAs, extra wicks, batteries, drip tips, etc. And when I got the order, the extra wicks weren't in the package.

A simple phone call had them in the mail to me that same day, with profuse apologies from the customer support people, and a couple extra wicks for my trouble.

I've been dealing with AquaVaporCigs since I started vaping, and this is the only order they've ever had an error on. And they made it good literally within hours. Fantastic customer support, no questions asked. AquaVaporCigs has my business for life, based on their customer support alone.

Any vendor who won't fix a problem with an order ASAP is a vendor who I would never do business with again.

In your case, it's what, a few bucks you're out? I know it's a huge inconvenience but it sounds like this company is crappy company, and dealing with them further is just going to mean more headaches. They don't deserve your business--call it a "learning experience", and take your business elsewhere.

Sell the tanks in the Classifieds, and go to another vendor for your replacement tanks, is my suggestion...

 

[cerver7]

Gotvapes. they lost my business as well as the four or five people i turned to the dark side. A shame.

 

[kuritaro9]

Smoktek made a mistake on a atomizer I ordered. Opened the package, and it looked like some parts were missing, or that it was just a really nice carto tank. Sent an email for an RMA, and within an hour they had a new on on the way I asked if they wanted me to send back the other tank, and they said to go ahead and keep it since it was thier mistake. Always had really great customer service from them, so that is where I do the majority of my shopping for parts etc.