can't get a response
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Hey Yennit, make sure you put your order number in the email title, make sure you put your ECF username in the email so i know who you are yes ?
And make sure that your emailing the proper place, eastmalls email system is been corrupted for some time now, so please use eastmallcs@gmail.com
Thanks, Mud
And make sure that your emailing the proper place, eastmalls email system is been corrupted for some time now, so please use eastmallcs@gmail.com
Thanks, Mud
Hi,
In regards to the lack of response and failure to listen I have decided to go through a chargeback with my bank, however it's nice of you to delete my posts pertaining to products not delivered and false tracking numbers.
In regards to the lack of response and failure to listen I have decided to go through a chargeback with my bank, however it's nice of you to delete my posts pertaining to products not delivered and false tracking numbers.
I would not trust east mall as far as I could throw them. Congrats on getting the chargeback, its the only way these dodgy outfits will learn.
Ive ordered from eastmall but never will again. .... customer service, .... pricing that pretends to be some sort of bargain and terrible ways of conducting your business.
Email down for two weeks? This could only happen to a fly by night organisation.
I would like to see either of you two brilliant and well mannered guys try to edit a website that is written totally in a foreign language to your own,
I would also like to see both of you try to cope with a fully set up website shop
that was set up and coded totally by a guy who has since left the company,
and no one else here knows how to do it !!!!!!!!!
give us a break please ----
we are having a whole new website set up- so it can be understood and edited and recoded as needed by several of the employees here,
and yes
the email has been down that long,
and other glitches are apearing daily--
and files disapearing daily !!!!!!!
what is going on ??????
you tell me,
cos we cant work it out,
that is why we are having a whole new site set up and we are moving
hopefully to leave all the problems behind............
I would also like to see both of you try to cope with a fully set up website shop
that was set up and coded totally by a guy who has since left the company,
and no one else here knows how to do it !!!!!!!!!
give us a break please ----
we are having a whole new website set up- so it can be understood and edited and recoded as needed by several of the employees here,
and yes
the email has been down that long,
and other glitches are apearing daily--
and files disapearing daily !!!!!!!
what is going on ??????
you tell me,
cos we cant work it out,
that is why we are having a whole new site set up and we are moving
hopefully to leave all the problems behind............
With all due respect but if you were an honorable and respectable business then one would have to beg the question that if files are going missing on a daily basis, you are unable to respond to your clients and orders are going missing on a daily basis then why are you conducting business.
It's your choice to conduct business on a site thats failing, not our choice to use your failing software. It's your decision to let customer service slip due to your inability to correctly action issues with your web service. It's your decision to not respond to customer emails and delete them from the forum when issues are raised that might paint your business in a negative tone - the same negative tone that you have created by using a system thats falling apart.
It's your choice to conduct business on a site thats failing, not our choice to use your failing software. It's your decision to let customer service slip due to your inability to correctly action issues with your web service. It's your decision to not respond to customer emails and delete them from the forum when issues are raised that might paint your business in a negative tone - the same negative tone that you have created by using a system thats falling apart.
First of all I work as a senior systems administrator so keeping websites and email systems of all kinds running is my job.
Secondly if you want your business to work none of the above are an acceptable excuse not at all. HIRE SOMEBODY to write it for you, HIRE SOMEBODY to fix it for you, its not that hard.
I myself have helped many chinese e-cig providers clean up the text, FAQ's and backend of their site so that it reads better for english customer.
You dont need a new site, you need better procedures and staff end of story. Take some responsability instead of trying to shift the blame. You screwed up in this case and you could of admitted it and resolved it but that is not what happened.
If you want to use the Internet to sell and promote your service you damn well better be ready to deal with it when it bites you in the .....
Fix your email, its not that hard. Two weeks for your kinda business expect people to email you at a free address? Its not acceptable and its bad customer service.
We are not asking you to rebuild the world, just fix your .... and improve your CS and bounce back better then before.
Just an FYI, not an opinion:
http://www.e-cigarette-forum.com/forum/announcements-rules/51178-forum-rules.html
(I've seen that interpreted as including communications with suppliers too, tho myself I have no idea about the actual intent/application.)
Did you read anything that I wrote, --
we have hired someone
they are rewriting the whole website
Its not just the website and this is used too often as an excuse. What does the website have to do with your email? Nothing. As a business this should of been the first thing that you restored to maintain your customer base.
Secondly your customer service also needs work. Customers dont need excuses, they need service and quick resolution of their issue without you blaming email, website, this that or the other.
You need to improve your quality control and customer service, dont blame other systems. I am willing to guess that you are doing your best with what you have but rather then sit back and just say "there is nothing we can do" do better, using gmail as a customer contact point is poor and I know a lot of people that would avoid you just for its use.
Whats wrong with your primary email anyway? Feel free to PM with any technical details that you have, I may be able to assist you in some way with getting back on your feet customer contact wise.
If customer service was such a concern for you it would have never gotten to this point, instead of working towards a solution you decided to argue the finer points of what is going on with your website and made excuses for why you havent replaced my faulty products, shipped incorrect items, and shipped a package to an address I do not reside at.
Consequently I just got tired of this and have put through a chargeback with my bank, at this point you can explain to them why its your websites fault that my batteries and and atomisers are faulty and I still havent recieved my carts. I've used the chargeback money that I've recieved to go to a more reputable supplier and purchase these goods from a business that values thier customers and have been more then happy to help me in the past when I've had issues.
Consequently I just got tired of this and have put through a chargeback with my bank, at this point you can explain to them why its your websites fault that my batteries and and atomisers are faulty and I still havent recieved my carts. I've used the chargeback money that I've recieved to go to a more reputable supplier and purchase these goods from a business that values thier customers and have been more then happy to help me in the past when I've had issues.
rcdarkangel,
Thanks, but no thanks, anyone who thinks the host email / website / tracking shipping / customer service / payment options /customer information has nothing to do with the email system integration is of no use to any IT dept your not getting away with that statement here , for another, it's being taken care of.
Isn't it nice to spew things like this from the other side of the fence ?
And who told any of you that things were disappearing on the site ?
Let those who have emailed me and have not been taken care, or ignored, and are not in the middle of it of speak up. None, thats right.
Harreh, your going to try and get assistance, then come out here and bash me ? Nice
Real nice guy's, the maturity and honor is abounding . You two see bashing the Di the forum hostess who holds nothing more then a smile for all of you ( up until this point I imagine ) as something to be proud of do you ?
I suggest the two of you do your chargebacks, and get off this forum.
Thanks for understanding
Thanks, but no thanks, anyone who thinks the host email / website / tracking shipping / customer service / payment options /customer information has nothing to do with the email system integration is of no use to any IT dept your not getting away with that statement here , for another, it's being taken care of.
Isn't it nice to spew things like this from the other side of the fence ?
And who told any of you that things were disappearing on the site ?
Let those who have emailed me and have not been taken care, or ignored, and are not in the middle of it of speak up. None, thats right.
Harreh, your going to try and get assistance, then come out here and bash me ? Nice
Real nice guy's, the maturity and honor is abounding . You two see bashing the Di the forum hostess who holds nothing more then a smile for all of you ( up until this point I imagine ) as something to be proud of do you ?
I suggest the two of you do your chargebacks, and get off this forum.
Thanks for understanding
I've been around for a while and I think EM has the best CS and products around and I've bought from a LOT of places both in the US and China so I think I know what I'm talking about here. Yes, there's been some problems with the website and the email but those issues have all been addressed here. Alternative email has been provided as a temporary solution until the new web site is up and running. If you choose not to avail yourselves of this, well, that's your problem then, isn't it?
Your communication, either via PM or email, should be kept private as per forum rules. If you come here just to bash a very good company and some very fine people, then I say to you, go away! We do not share your "opinions" and will not be swayed by what you post here as we know better through our own dealings and experience with EM. You're perfectly entitled to take your business elsewhere.
Your communication, either via PM or email, should be kept private as per forum rules. If you come here just to bash a very good company and some very fine people, then I say to you, go away! We do not share your "opinions" and will not be swayed by what you post here as we know better through our own dealings and experience with EM. You're perfectly entitled to take your business elsewhere.
thanks for the support guys,
a gal can only smile in the face of adversity for so long without some good support,
I have always been able to count on you, our loyal members for that support,
and here you are again racing to my side to hold my hand.
thanks blu, my good friend,
and MM, I know I can always count on you.
a gal can only smile in the face of adversity for so long without some good support,
I have always been able to count on you, our loyal members for that support,
and here you are again racing to my side to hold my hand.
thanks blu, my good friend,
and MM, I know I can always count on you.
It's been 3 weeks and East Mall Still has my money, and I have NO Product.
My order was delivered to Huntington, PA instead of Harrisburg, PA. The last email from David was 4 days ago saying to be patient. My Patience is GONE ! I do not treat my customers like this and certainly don't expect to be taken advantage of.
East Mall ---- Refund my $$$$ Immediately for order # 8695. You have stolen my money and I will contact PayPal, if you do not refund in 24 hours.
Donald Farner
My order was delivered to Huntington, PA instead of Harrisburg, PA. The last email from David was 4 days ago saying to be patient. My Patience is GONE ! I do not treat my customers like this and certainly don't expect to be taken advantage of.
East Mall ---- Refund my $$$$ Immediately for order # 8695. You have stolen my money and I will contact PayPal, if you do not refund in 24 hours.
Donald Farner
I would like to thank you MUD for the good customer service.
I received a reply to all my emails within a few hours. You were helpful and knew answers to all my questions. Continue in the same spirit. I'm going now to test my Indulgence, USB Passthrough, 6volts and so on...
very satisfied customer
Ardo
I received a reply to all my emails within a few hours. You were helpful and knew answers to all my questions. Continue in the same spirit. I'm going now to test my Indulgence, USB Passthrough, 6volts and so on...
very satisfied customer
Ardo
Those of you that want assistance from me, place your order number in the email title your tracking number if you have one in the message, and your ECF username in the message.
Thanks, Mud
Thanks, Mud
Donald, no one has "stolen " anything from you for one.
Email me at the address in my sig, and lets take a look at this, again, place your order number in the email title, and your ECF username in the message. as well as any correspondence you have had with eastmall thus far.
And for the record, I see that your order was placed on March 14th, and sent out the 15th, with my math thats not three weeks, closer to 12 days ago.
Thanks, Mud
Email me at the address in my sig, and lets take a look at this, again, place your order number in the email title, and your ECF username in the message. as well as any correspondence you have had with eastmall thus far.
And for the record, I see that your order was placed on March 14th, and sent out the 15th, with my math thats not three weeks, closer to 12 days ago.
Thanks, Mud
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Thanks, for the kudo's Ardo, although I do my job, I am not magician. Either way, thanks you
Mud
Mud
I would like to thank you MUD for the good customer service.
I received a reply to all my emails within a few hours. You were helpful and knew answers to all my questions. Continue in the same spirit. I'm going now to test my Indulgence, USB Passthrough, 6volts and so on...
very satisfied customer
Ardo
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