I apologize in advance for the following wall of text:
I've always loved BWB's products, but have never cared much for their lack of service or communication, as well as their inattentiveness. After my most recent experience, I will never order from Don again.
I usually check the BWB site every week or two to see if the famous RY4 or Ejoker's blend is in stock. Two weeks ago, I was lucky enough to successfully order each of these juices. I'm well aware of the '1 per customer' limit on these products, and had emailed Don to inquire if I could purchase an extra order for my wife (we share the same credit card account). Don didn't respond to my email, and the juices went out of stock - no big deal, but I would have liked to get some sort of response whether it be yes or no.
About a week later, I checked the site again. Knowing exactly where to look on the site for the juices, I don't bother reading any messages on the landing page and skip straight to the e-juice section. I was pleasantly surprised to see that another batch of RY4 and Ejoker's were available, and so I of course ordered again, as well as ordering a few different juices that I had never tried.
I received an email a couple of hours later, and although I realize I'm not allowed to quote it directly (as per the forum's TOS), Don had verbally attacked me for ordering the juice again. He didn't simply say that I wasn't eligible to order, but sent an email in size 24 font, bolded, telling me he was not sending my order at all, and essentially calling me greedy for ordering a product from him. I was absolutely appalled by the tone of the email - never have I been so insulted by a supplier (in any industry) for simply placing an order to buy their product. He didn't mention anything about the flavours that I had ordered for which I was eligible, or anything about a refund - just that he was refusing to send my order.
I went back to his website, and saw a notice on his homepage indicating that anyone who had successfully ordered these juices the first time around (which I had), was not eligible to order again. Fair enough.
I emailed Don back apologizing that I had not seen the message, and explained politely and professionally that I was quite offended by his email and that this was no way to speak to a long-time customer. I also mentioned that he had never responded to my last email about purchasing for my wife, and despite repeatedly adding my email to his subscriber list to be notified of when out-of-stock products are available, I have never once received a notification.
He responded with an email that I would expect from an angry teenager. He made no mention of his previous email being offensive and rude, and simply berated me with insults. He said if I was in fact a long-term customer as I had claimed, then I should know not to order these juices again (even though they had gone out of stock, and this was an entirely new batch). He called it 'rediculous' (yes, he spelled it that way) that he has to 'babysit' his customers, and complained about the amount of work he has to do in monitoring purchases. He said that he's been 'nice about it for way too long with his customers' and that he will discontinue the product if this keeps up. He blamed it all on me and his customers, and made absolutely no attempt to rectify the situation - he was essentially trying to provoke an argument from me.
Are you kidding me? I had already apologized for ordering the juices for a second time, and my main complaint was about the offensive tone and wording of his email - and this his response? He didn't address my concern, put the onus entirely on his customers (while insulting them at the same time), and complained about the amount of work he has to do. If this is is regular attitude toward customer service, I'm quite surprised he's in business at all.
If you want an example, see his response to this unhappy customer here:
http://www.e-cigarette-forum.com/fo...064-backwoods-brew-rude-customer-service.html
Is that any way to conduct business?
Regardless, I'll let my dollars do the talking (along with the group of vapers that I socialize with who are privy to the exact emails sent between Don and I - they were equally disgusted and are also taking their business elsewhere).
Now, does anyone know a suitable juice to replace BWB's RY4 and Ejokers?
I've always loved BWB's products, but have never cared much for their lack of service or communication, as well as their inattentiveness. After my most recent experience, I will never order from Don again.
I usually check the BWB site every week or two to see if the famous RY4 or Ejoker's blend is in stock. Two weeks ago, I was lucky enough to successfully order each of these juices. I'm well aware of the '1 per customer' limit on these products, and had emailed Don to inquire if I could purchase an extra order for my wife (we share the same credit card account). Don didn't respond to my email, and the juices went out of stock - no big deal, but I would have liked to get some sort of response whether it be yes or no.
About a week later, I checked the site again. Knowing exactly where to look on the site for the juices, I don't bother reading any messages on the landing page and skip straight to the e-juice section. I was pleasantly surprised to see that another batch of RY4 and Ejoker's were available, and so I of course ordered again, as well as ordering a few different juices that I had never tried.
I received an email a couple of hours later, and although I realize I'm not allowed to quote it directly (as per the forum's TOS), Don had verbally attacked me for ordering the juice again. He didn't simply say that I wasn't eligible to order, but sent an email in size 24 font, bolded, telling me he was not sending my order at all, and essentially calling me greedy for ordering a product from him. I was absolutely appalled by the tone of the email - never have I been so insulted by a supplier (in any industry) for simply placing an order to buy their product. He didn't mention anything about the flavours that I had ordered for which I was eligible, or anything about a refund - just that he was refusing to send my order.
I went back to his website, and saw a notice on his homepage indicating that anyone who had successfully ordered these juices the first time around (which I had), was not eligible to order again. Fair enough.
I emailed Don back apologizing that I had not seen the message, and explained politely and professionally that I was quite offended by his email and that this was no way to speak to a long-time customer. I also mentioned that he had never responded to my last email about purchasing for my wife, and despite repeatedly adding my email to his subscriber list to be notified of when out-of-stock products are available, I have never once received a notification.
He responded with an email that I would expect from an angry teenager. He made no mention of his previous email being offensive and rude, and simply berated me with insults. He said if I was in fact a long-term customer as I had claimed, then I should know not to order these juices again (even though they had gone out of stock, and this was an entirely new batch). He called it 'rediculous' (yes, he spelled it that way) that he has to 'babysit' his customers, and complained about the amount of work he has to do in monitoring purchases. He said that he's been 'nice about it for way too long with his customers' and that he will discontinue the product if this keeps up. He blamed it all on me and his customers, and made absolutely no attempt to rectify the situation - he was essentially trying to provoke an argument from me.
Are you kidding me? I had already apologized for ordering the juices for a second time, and my main complaint was about the offensive tone and wording of his email - and this his response? He didn't address my concern, put the onus entirely on his customers (while insulting them at the same time), and complained about the amount of work he has to do. If this is is regular attitude toward customer service, I'm quite surprised he's in business at all.
If you want an example, see his response to this unhappy customer here:
http://www.e-cigarette-forum.com/fo...064-backwoods-brew-rude-customer-service.html
Is that any way to conduct business?
Regardless, I'll let my dollars do the talking (along with the group of vapers that I socialize with who are privy to the exact emails sent between Don and I - they were equally disgusted and are also taking their business elsewhere).
Now, does anyone know a suitable juice to replace BWB's RY4 and Ejokers?
