I placed an order for $170 EARLY friday morning, and Ive been trying to get ahold of CS... I've left messages and no response. All I need to do is have it shipped to a different addy or cancel & reorder... It still says that they are processing the order, so it should be doable... IF they get ahold of me... I've heard good things about them, so I'm confused...
Are they super busy?... Can't get ahold of CS
- Thread starter whutdidyousay
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I'm wondering that myself. I've put in a couple of suggestions on their suggestion thread over a week ago and still no answer. I'm a regular customer of theirs but my forum experiences with Altsmoke are that they are impersonal and nonresponsive. Oh well. I'll just buy from Altsmoke what no one else offers and otherwise just ignore them too!!!
This is my 1st order of ecig related stuff.. I'm starting to get a lil weary...about ready to call my bank.
Dang it! I FINALLY got shipping confirmation... but its going to the wrong address! I wish the would have just returned my calls! This will be my last order through them!
Edit:
I called repeatedly, and finally got ahold of someone... Andrew said it was still there, and would change the address. He was very helpfull. Here's hoping!
Edit:
I called repeatedly, and finally got ahold of someone... Andrew said it was still there, and would change the address. He was very helpfull. Here's hoping!
Last edited:
Hey Everyone,
Believe me when we say that we are well aware of the issues, and we've somewhat watched them grow progressively worse over the past month. The problem is that we are 'bursting at the seams' in our present location. To the point that we've had to find other means for storing packing supplies off site due to purely not having any more room for anything.
We ran in to a huge dilemma, we are in the middle of no where ohio and warehousing is truly limited. So we had two options, move the company about 1-1.5 hours north or wait until a few of the bigger warehousing spots locally opened up. I couldn't justify just picking up and saying farewell to the employees that helped build the company from the ground up. A lot of the employees we have to date have been with us practically since our first initial move to New Philadelphia, OH.
With that said, we are finally signing a lease this week to move in to a space that is about 450% bigger than the one we're presently occupying. Which is good as we will finally be able to add additional employees and allow all of us to breathe a bit easier. Over the next few weeks you will be seeing a lot of new names and hear new voices when calling. Presently, at our peak hours we are receiving 10x-13x the amount of calls than the total number of people that we have presently answering the phones. Which makes it almost impossible to keep up with the phones and returning the phone calls. We are working through them as quickly as possible but this leaves us with slow response times and a lot of people not being able to get through. Live chat is always an option as well and we do encourage customers to use the ticket system/live chat feature for the time being for questions on products and general inquiries.
With the new move will come a lot of internal changes which should help increase our shipping speeds, customer service and allow for the addition of new products. I do apologize and appreciate everyone for their patience during this time but the problem should be resolved within the next few weeks.
Believe me when we say that we are well aware of the issues, and we've somewhat watched them grow progressively worse over the past month. The problem is that we are 'bursting at the seams' in our present location. To the point that we've had to find other means for storing packing supplies off site due to purely not having any more room for anything.
We ran in to a huge dilemma, we are in the middle of no where ohio and warehousing is truly limited. So we had two options, move the company about 1-1.5 hours north or wait until a few of the bigger warehousing spots locally opened up. I couldn't justify just picking up and saying farewell to the employees that helped build the company from the ground up. A lot of the employees we have to date have been with us practically since our first initial move to New Philadelphia, OH.
With that said, we are finally signing a lease this week to move in to a space that is about 450% bigger than the one we're presently occupying. Which is good as we will finally be able to add additional employees and allow all of us to breathe a bit easier. Over the next few weeks you will be seeing a lot of new names and hear new voices when calling. Presently, at our peak hours we are receiving 10x-13x the amount of calls than the total number of people that we have presently answering the phones. Which makes it almost impossible to keep up with the phones and returning the phone calls. We are working through them as quickly as possible but this leaves us with slow response times and a lot of people not being able to get through. Live chat is always an option as well and we do encourage customers to use the ticket system/live chat feature for the time being for questions on products and general inquiries.
With the new move will come a lot of internal changes which should help increase our shipping speeds, customer service and allow for the addition of new products. I do apologize and appreciate everyone for their patience during this time but the problem should be resolved within the next few weeks.
As a business owner myself I understand the pressure of growth, but at the same time there is always competition for your customer base to wander to. Especially in a market like this, that is booming, if u alienate your customer base even slightly you may pay dearly.
I understand that your company has had a stellar reputation in this field and on this forum... but at the same time, the inadequacies that your growth is causing will be sharply noticed in a forum like this.
Let's hope that the new changes provide for better customer support. I'm sure that is your intention. I for one will not buy from you until I can call before I place an order and get an appropriate response.
I understand that your company has had a stellar reputation in this field and on this forum... but at the same time, the inadequacies that your growth is causing will be sharply noticed in a forum like this.
Let's hope that the new changes provide for better customer support. I'm sure that is your intention. I for one will not buy from you until I can call before I place an order and get an appropriate response.
While I understand the issue, the sad point is we didn't want to move sooner to a newer location and leave the 20 employees that have helped to grow this business. Every company has growing pains, we've avoided them for the most part and sadly had to wait for a new location to open. Which is being signed on Friday and we're geared to start working on Saturday. So it will be resolved sooner than later.
ya i was about to make my first order from altsmoke,but called about a coupon code,could not get a answer,so i am a little leery about getting my order sent in a reasonable amount of time.
I wouldn't advise you either way, but I can say that as far as the USPS site my order still hasn't shipped. When I talked to them 2 days ago I was assured that it would go out right away.... sad... I spend so.much $$$ on my hobbies & crap. It looks like it will go to another vendor from now on. :-(
Hey Whutdidyousay, I resent your tracking number..so did Ethan who checked on the order. The first one you received was the original tracking number. The second one wasn't posted due to an error with the software we use that wouldn't allow an additional tracking number to that order. It should arrive today. You can log in to your account to view the tracking number 
As for coupon code questions, the live chat would probably be easier. And if you need someone to give you a call back, you can request the rep that you're talking to give you a call. Shipping and Support are two different departments, they're not the same people. Shipping has enough people to handle it
As for coupon code questions, the live chat would probably be easier. And if you need someone to give you a call back, you can request the rep that you're talking to give you a call. Shipping and Support are two different departments, they're not the same people. Shipping has enough people to handle it
AWESOME..... that's customer service. I can certainly understand issues with software. I appreciate the follow up!
Wow! Times have changed in the last four years! 20 people now. Amazing! Good luck on the move old friend. The customer service at AltSmoke has aways been top notch,and i'm sure that will stay the same. Best to you!
Wiz!OK, good and bad.... My stuff did come today.... but instead of a blue, purple, black & silver eGo twist.... they sent blue purple, & 2 black ones.... grrrr.... I wanted the silver one the most!... there was some knowledge of this issue b4 they sent it because there was a 1 circled near the shipped area of the silver one...
I'll just get my $$$ back & call it good, good luck to all future customers... I understand that this is not normal for them.
I'll just get my $$$ back & call it good, good luck to all future customers... I understand that this is not normal for them.
Wow! Times have changed in the last four years! 20 people now. Amazing! Good luck on the move old friend. The customer service at AltSmoke has aways been top notch,and i'm sure that will stay the same. Best to you!
I agree completely--- we would not recommend them otherwise. I've always had great service from AltSmoke.
Just an update.... Altsmoke has done everything in thier power to help. They have also sent out the correct item that was missing. I will probably be placing another order from them Friday.
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