Disappointed in Halo's Customer "No" Service

[1vapeatatime]

I don't know guys this industry is growing at an incredible rate. in these 4 pages alone I see a lot of new members to the forum which means that people are taking up the vape trail in large numbers every day. NOBODY had any idea how fast this business would grow when they began producing E liquids. I buy from a few places, and have targeted Halo as one of my upcoming suppliers because I've recently tried their products and liked them a lot.
That being said none of these well established and reliable vendors are GM, or IBM, or any super mega corporations. They are growing companies that more and more find themselves just trying to catch up with our persistent demands and increasing orders. They will fall short of our expectations from time to time.
Thing is, and I'm speaking for myself only, that part of our disappointment and frustration comes from how much we anticipate the arrival of our products.
I have some friends in the business that miss parties and family outings because they are working overtime trying to fulfill orders and handle situations.
Like I said I'm looking forward to buying from HALO soon (my monthly vaping allowance has been exhausted for this month).

 

[Myth Sammich]

I am new to Halo, with my first order being placed less than 1 week ago. That being said, my order was placed at 5am on Monday last week. Recieved email the same day that it had shipped, presumably shortly after they opened shop for the day. My order arrived 2 days later on Wednesday. From Jersey to Wisconsin in 2 days with it shipping the same day I ordered! Now first impressions are everything (in customer service), and Halo made a good one with me. My two cents.

 

[JR 137]

I don't know guys this industry is growing at an incredible rate. in these 4 pages alone I see a lot of new members to the forum which means that people are taking up the vape trail in large numbers every day. NOBODY had any idea how fast this business would grow when they began producing E liquids. I buy from a few places, and have targeted Halo as one of my upcoming suppliers because I've recently tried their products and liked them a lot.
That being said none of these well established and reliable vendors are GM, or IBM, or any super mega corporations. They are growing companies that more and more find themselves just trying to catch up with our persistent demands and increasing orders. They will fall short of our expectations from time to time.
Thing is, and I'm speaking for myself only, that part of our disappointment and frustration comes from how much we anticipate the arrival of our products.
I have some friends in the business that miss parties and family outings because they are working overtime trying to fulfill orders and handle situations.
Like I said I'm looking forward to buying from HALO soon (my monthly vaping allowance has been exhausted for this month).

Exactly. These companies are pretty much Mom & Pop operations. How much volume are any of these guys really doing? I'm willing to bet the bigger suppliers have 3 or 4 people fulfilling orders at most. They're not Amazon or the like. And even those huge companies have some irate customers. Think Amazon gets it right 100% of the time?

Don't get me wrong, it's your money and you should do business with whomever you choose for whatever reasons you see fit. But expecting a small company to get it right every single time is a bit ridiculous. After you've ordered once or twice, you know how long it'll take; plan accordingly. Expect it to take a day or two longer than it usually does.

Also remember that Halo isn't the one who's actually delivering the stuff to your door.

 

[JR 137]

And as far as paying for return postage on defective stuff, a ton of industries do this; it's not exclusively a vape industry thing. I don't like it, but that's the way the world works sometimes.

 

[BillyTheWild]

I've never paid return postage on defective items. Usually, a phone call or email to the vendor is enough to convince them to pickup the return shipping fee. For me, it's a matter of principle, not the money per se. Most vendors will try to make you pay by putting it in their "policy". I usually tell them "my policy" is that I don't pay the shipping to return a defective item b/c I didn't order a defective item, I ordered a working one.

 

[Susan W.]

I've never paid return postage on defective items either. I do read their policies before buying and if they aren't going to support what they sell, I don't buy from them. There's too many other vendors that sell virtually the same thing that I can buy from. I can understand liquids being non-returnable but equipment that doesn't work should not be the buyer's problem.

 

[wheezal]

my current only issue with Halo is that while i did receive my new kit very quickly, one of the batteries seems to have a physical defect with it.

i looked for contact info, only to be sent to a link to sign into an online chat. but for several days in a row (both pre and post labor day weekend) the chat has been unavailable. so i'm needing to get a battery replaced, have put in a ticket, but havent gotten any response in almost a week.

i'm very happy with the product, and i'm hoping this just chalks up to the fact they are super busy and ttrying to adjust. But still, it leaves a slightly bad taste when one is trying to get help and cant contact anyone.

 

[hush]

Any reputable company, whether run by one sole proprietor, or a large company with dozens of employees, should ALWAYS foot the bill for a return on defective (or incorrect) merchandise. There should be no wiggle room for arguing, there. The mistake was made by the business, now the business needs to suck up the cost. It also demonstrates good customer service, which, if it's not evident enough already by reading the forums, is the number 1 thing people want to experience.

And yes, Halo, now that you (and the industry) are getting more popular, you guys really need to hire someone to answer phones for you, and start providing customers with a telephone number. Just a suggestion.

That being said, I must admit, even though I was originally upset that I placed my Halo order on a weekend, and didn't receive a shipment confirmation until Tuesday, I did receive my starter kit on Friday. So at least, it seemed to me that they were aware that they were running behind or something, and they made up for it by shipping my product by 2-day select instead of the priority mail I paid for.

So thank you Halo for immediately redeeming yourselves to me, lol.

 

[Cinder Ella]

Hi Wheezal,

Sorry to hear about your trouble. The best way to reach customer service is through the ticket system though the beginning of the week is always the busiest due to the limited staff over the weekends. Please let me know your ticket number and ill have someone take a look for it.

my current only issue with Halo is that while i did receive my new kit very quickly, one of the batteries seems to have a physical defect with it.

i looked for contact info, only to be sent to a link to sign into an online chat. but for several days in a row (both pre and post labor day weekend) the chat has been unavailable. so i'm needing to get a battery replaced, have put in a ticket, but havent gotten any response in almost a week.

i'm very happy with the product, and i'm hoping this just chalks up to the fact they are super busy and ttrying to adjust. But still, it leaves a slightly bad taste when one is trying to get help and cant contact anyone.

 

[Cinder Ella]

Hi hush,

We actually do have a few people on phones and a phone number, I believe the number is listed on the packing slip included with every order, though I may be incorrect and they may have removed this. We are in the process of getting new phone lines and additional lines as we have quickly outgrown our current phone system so I believe the phone number has been taken off the website just to avoid confusion during the transition which should be complete in the near future. We are also in the process of hiring additional staff for customer service so that we can have more people available by phone as well as the chat feature becoming much more full time.

Any reputable company, whether run by one sole proprietor, or a large company with dozens of employees, should ALWAYS foot the bill for a return on defective (or incorrect) merchandise. There should be no wiggle room for arguing, there. The mistake was made by the business, now the business needs to suck up the cost. It also demonstrates good customer service, which, if it's not evident enough already by reading the forums, is the number 1 thing people want to experience.

And yes, Halo, now that you (and the industry) are getting more popular, you guys really need to hire someone to answer phones for you, and start providing customers with a telephone number. Just a suggestion.

That being said, I must admit, even though I was originally upset that I placed my Halo order on a weekend, and didn't receive a shipment confirmation until Tuesday, I did receive my starter kit on Friday. So at least, it seemed to me that they were aware that they were running behind or something, and they made up for it by shipping my product by 2-day select instead of the priority mail I paid for.

So thank you Halo for immediately redeeming yourselves to me, lol.

 

[wheezal]

Hi Wheezal,

Sorry to hear about your trouble. The best way to reach customer service is through the ticket system though the beginning of the week is always the busiest due to the limited staff over the weekends. Please let me know your ticket number and ill have someone take a look for it.

i am more than willing to concede that this is a big case of terribad timing given the recent holiday weekend. so i'll let it sit until tomorrow. past that, if i dont have a response, i will give you my ticket number to see if you are able to glean any further information. it is disheartening that the chat option is featured prominently on the website, but never seems to be available. If it's not ready, i'd say remove the link until it is.

as stated, i am happy with the product (although the free vial of liquid, the southern classic or whatever, not a fan) and am already planning my future foray into new flavors. the kringle peppermint one (ok, i suck at names) is all sorts of delicious.

 

[wheezal]

well...maybe i'm going a bit insane. i still haven't heard back from anyone at Halo. so i figured i would grab my ticket # and pm Cinder Ella as suggested.

But now when i visit the Halo site, the 'My Tickets' is missing on My Accounts page. I click on the link to submit another ticket, and the pop-up window appears, but the blank fields are gone, so i cant even fill out another ticket. Tried it in IE, FF, and Chrome. Perhaps contacting has been disabled until they catch up?

I sure hope my request for service hasn't been lost.

 

[Cinder Ella]

Hi wheezal,

I'm not sure what could be happening with the site but I would actually advise against opening a new ticket. Each time an additional ticket is opened it is linked to the previous tickets and moved to the bottom of the pile as the tickets are answered in chronological order.

I know CS is a bit behind, though I'm not sure how far, but please let me know your original ticket if you have it and I'll look into it for you.

well...maybe i'm going a bit insane. i still haven't heard back from anyone at Halo. so i figured i would grab my ticket # and pm Cinder Ella as suggested.

But now when i visit the Halo site, the 'My Tickets' is missing on My Accounts page. I click on the link to submit another ticket, and the pop-up window appears, but the blank fields are gone, so i cant even fill out another ticket. Tried it in IE, FF, and Chrome. Perhaps contacting has been disabled until they catch up?

I sure hope my request for service hasn't been lost.

 

[wheezal]

Hi wheezal,

I'm not sure what could be happening with the site but I would actually advise against opening a new ticket. Each time an additional ticket is opened it is linked to the previous tickets and moved to the bottom of the pile as the tickets are answered in chronological order.

I know CS is a bit behind, though I'm not sure how far, but please let me know your original ticket if you have it and I'll look into it for you.

Thats the issue, i cant look up my ticket number because the link that was there yesterday is gone today.

wait..i found the email from the auto-respond on Friday. i'll PM you with that info if you wouldn't mind making an inquiry please.

 

[wheezal]

yay, i finally got a reply.


they want a picture. it's a physical defect issue with the threads on the end of the battery. sure this doesn't sound like stalling at all. just tell me the procedure for setting up an RMA to get a new battery and send back the old one.