I just had a really pleasant conversation with Sarah, from ecigexpress. My conversation actually started with someone on their chat service, who put me in contact with Sarah. I'd purchased several bottles of flavoring last Monday and they all arrived last Friday, however there was a casualty in their midst. The bottle of Flavourart Cookies had leaked all over the other bottles, despite the little plastic sleeve that was still in tact around the neck of the bottle. I knew something was amiss the moment I snagged the package from the mailbox. All that cookie flavored goodness gone to waste...such a tragic end
I replied to ECX via the confirmation email they'd sent when I made my purchase and patiently waited for someone to respond. No one ever did. I just happened to be on ECX today preparing to place another order when I decided to test out their chat feature. The lady(?) I spoke with helped me out with my flavoring questions and then I told her about the loss of my beloved Cookie and the unanswered email (actually 2) that I'd sent on it's behalf. She apologized profusely and later informed me that the address (though listed on the email that I received from them) was NOT monitored (and no, that wasn't on the email either!) and that they weren't aware of the problem until now.
Again, she was really nice, and explained to me that they'd be happy to send me a new bottle of the Cookie flavor, provided I send them a picture of the bottle that was lost
Not good, as I'd tossed that bottle shortly after I opened the package. All the bottles (there were 5 or 6) were drenched in Cookie, and I'm sure I could have salvaged some with a squeegee (eewww!) but I wasn't going there, so tossed it instead.
After a bit more back and forth, I asked the rep if that policy was stated anywhere on their site. Turns out it was NOT. There was nothing here specifying that a picture needed to be taken as proof of loss. So I asked to speak to a manager and was given Sarah's number.
Sarah was more than kind, and exceptionally wonderful. She agreed to replace my bottle and assured me that they would update their site so that other's will be fully aware of their warranty policy. So I'm paying it forward and letting everyone know, just in case you encounter a loss one day too.
Sarah assured me that she'd replace my lost Cookie and that it should go out in the mail tomorrow. Here's hoping the next bottle doesn't suffer the same tragic fate. I'll let you know!
I replied to ECX via the confirmation email they'd sent when I made my purchase and patiently waited for someone to respond. No one ever did. I just happened to be on ECX today preparing to place another order when I decided to test out their chat feature. The lady(?) I spoke with helped me out with my flavoring questions and then I told her about the loss of my beloved Cookie and the unanswered email (actually 2) that I'd sent on it's behalf. She apologized profusely and later informed me that the address (though listed on the email that I received from them) was NOT monitored (and no, that wasn't on the email either!) and that they weren't aware of the problem until now.
Again, she was really nice, and explained to me that they'd be happy to send me a new bottle of the Cookie flavor, provided I send them a picture of the bottle that was lost
Not good, as I'd tossed that bottle shortly after I opened the package. All the bottles (there were 5 or 6) were drenched in Cookie, and I'm sure I could have salvaged some with a squeegee (eewww!) but I wasn't going there, so tossed it instead.After a bit more back and forth, I asked the rep if that policy was stated anywhere on their site. Turns out it was NOT. There was nothing here specifying that a picture needed to be taken as proof of loss. So I asked to speak to a manager and was given Sarah's number.
Sarah was more than kind, and exceptionally wonderful. She agreed to replace my bottle and assured me that they would update their site so that other's will be fully aware of their warranty policy. So I'm paying it forward and letting everyone know, just in case you encounter a loss one day too.
Sarah assured me that she'd replace my lost Cookie and that it should go out in the mail tomorrow. Here's hoping the next bottle doesn't suffer the same tragic fate. I'll let you know!
