DIY supplies arrived, slight problem

[GaLacTic]

I have ordered from ECX many times for a few years now, there a great company. As a matter of fact they were the first place I ordered from back in 2009 when I first started. I ordered a jaunty stick one of the best e cigs back then lol. I have never had shipping issues as far as flavors or nic. I do agree that the do need to take a step back and look at there shipping methods, thank god no one was hurt from the nic. !! I will continue to use them but really hope the fix these issues..

 

[Maile]

I ordered from them for the first time last Sat because my usual vendors were out and I was panicked. I received my 2L of 36 mg safe and sound today. It came in a priority mail box. The nic was in I L jugs. Each jug in a single plastic ziplock type bag. The bags together in a decent layer of foam. When I picked up one of the bags the bottom opened up and the jug came right out. No harm done. But not great for shipping Nic. The jugs have tape around the lids...good amount!
I'm happy everything made it here ok... I was worried after reading of others mishaps. I here the nic is of good quality.

 

[t8kiteasy]

I ordered from them for the first time last Sat because my usual vendors were out and I was panicked. I received my 2L of 36 mg safe and sound today. It came in a priority mail box. The nic was in I L jugs. Each jug in a single plastic ziplock type bag. The bags together in a decent layer of foam. When I picked up one of the bags the bottom opened up and the jug came right out. No harm done. But not great for shipping Nic. The jugs have tape around the lids...good amount!
I'm happy everything made it here ok... I was worried after reading of others mishaps. I here the nic is of good quality.

Yes the nic. from them is and no complaints from me as afr as the quality just the way my delivery was sent out to me.I am having second thoughts on using them after my last order,not saying i won't use them,but i will be seriously looking at other suppliers.

 

[unloaded]

Well, I went ahead and placed my order with them. Lots of flavors but no nic. Once it gets here I'll let them know of my concern about shipping nicotine. I figure it will be more likely to be heard coming from a customer than a bystander. I'll decide later if I'll be a repeat customer. I expect they'll see the light and go about it with the seriousness it deserves.

 

[GaLacTic]

I am truly surprised to see that many items in one bag with a hughe bottle of nic.. that much nic in a bag or box should be in its own containment wrapped with something to contain spills.

 

[glasseye]

I got my flavorings yesterday too. It was just 8 or 9 in baggies in a folded bubble mailer. Everything was fine, no leaks. I would use them again but if ordering nic, I'd probably call and ask about packaging. It's a long way from here to there.

 

[boomerdude]

Holy Moley! I can't believe the reaction I got from ECx. When I opened a ticket to complain they started stalling. Now they wiped my account and I can't even login. Is anyone else getting the runaround when they complained?

Okay, this is an addendum. I contacted Linnx as suggested earlier. Big difference from CS. Has taken matters in hand and in a professional manner. Much better. I am no longer p*****.

 

[BakuPeg]

Holy Moley! I can't believe the reaction I got from ECx. When I opened a ticket to complain they started stalling. Now they wiped my account and I can't even login. Is anyone else getting the runaround when they complained?

Click on their live support and give em hell, then call them and give em hell.

 

[t8kiteasy]

Holy Moley! I can't believe the reaction I got from ECx. When I opened a ticket to complain they started stalling. Now they wiped my account and I can't even login. Is anyone else getting the runaround when they complained?

I am wondering if they have been keeping up with this thread and now disreguarding all of our responces for support???? Or they are ...... that we spilled there dirty laundry in the forum???

 

[mmudder]

...wow. Mistakes happen. People are only human and perfection is impossible. The difference between a good and bad company/vendor is how they handle their mistakes. Ignoring complaints and going as far as blocking accounts goes way beyond an unreasonable response. Sorry to have to say this because I fully support small businesses, but if they refuse to fix their blunders, they should be exposed for what they are.

If it is an honest mistake, it's completely understandable.

How many others here have logged complaints with them, and how have they responded to you all?

 

[Shilo]

Holy Moley! I can't believe the reaction I got from ECx. When I opened a ticket to complain they started stalling. Now they wiped my account and I can't even login. Is anyone else getting the runaround when they complained?

The vendor is on this forum and is following the thread and aware of everyone's opinions by some of this thread. Without reading what you wrote I have no idea but you can pm him here---look under the ECX forum---guys names is linnx.

 

[Shilo]

...wow. Mistakes happen. People are only human and perfection is impossible. The difference between a good and bad company/vendor is how they handle their mistakes. Ignoring complaints and going as far as blocking accounts goes way beyond an unreasonable response. Sorry to have to say this because I fully support small businesses, but if they refuse to fix their blunders, they should be exposed for what they are.

If it is an honest mistake, it's completely understandable.

How many others here have logged complaints with them, and how have they responded to you all?

I logged in some concerns---there is a difference between concerns and attacking them--- hope people made that distinction. If you all remember the OP was satisfied with the resolution and came back to say so.

I did get a reply and it was very adequate to me.

 

[boomerdude]

I didn't see anyone here attacking them. I stated my case. I would hope that they are reading all these posts. At least we are keeping the problem here, in the ECF community. I'm really mad and disappointed. ECx has a huge selection and they get their orders out fast. Very reasonable prices too. But unless they fix this problem with the packaging of nicotine I'm going elsewhere with my money. That said, I have to tell you that I have been going back and forth with their CS people and have gotten absolutely nowhere. Live-chat and email have been just a run around. When a vendor asks the customer for a list of items included in an order instead of just bringing it up on their computer, then I have to say they are being disingenuous for some reason that's beyond me.

New info : I followed Shilo's suggestion and contacted linnx. Big difference! Handling problem in a professional manner. Guess it was a question of new trainees being new trainees, and we all know what that's like.

 

[unloaded]

My order arrived yesterday and I placed it Friday afternoon. I didn't order any nic just flavors. It came in a box with all the flavors in a big ziplock bag. I think they have taken measures due to the reaction here. It seems most of the packages are traveling by air, to arrive so quickly. The flights might be what's causing the nicotine bottles to leak, combined with the large mouths. Maybe along with the boxes they'll switch to a smaller mouthed bottle. To me they seem to be addressing the issue, might not be perfect yet but at least they are trying to get there. I can't comment on CS, hope they get it worked out for you boomer. Keep us posted.

 

[drobbyb]

I've been in contact with ECX with details trying to nail down how to prevent this issue in the future. Their CS has been exemplary on this particular issue in my experience.

The replacement they sent out arrived triple bagged with zero leakage packed in styrofoam peanuts. They are obviously taking this very seriously and taking steps to prevent this in the future. I never intended this to be a thread to reflect badly on ECX, only to address an issue experienced. If they are addressing the issue, then they are doing the responsible thing that any upstanding company would do. This reflects well on them.

I can only speak for my experience with them. So far, they have earned my business by showing they are committed to correcting issues as they arise in a professional manner. That's high praise in today's business environment.

 

[Renolizzie]

I've been in contact with ECX with details trying to nail down how to prevent this issue in the future. Their CS has been exemplary on this particular issue in my experience.

The replacement they sent out arrived triple bagged with zero leakage packed in styrofoam peanuts. They are obviously taking this very seriously and taking steps to prevent this in the future. I never intended this to be a thread to reflect badly on ECX, only to address an issue experienced. If they are addressing the issue, then they are doing the responsible thing that any upstanding company would do. This reflects well on them.

I can only speak for my experience with them. So far, they have earned my business by showing they are committed to correcting issues as they arise in a professional manner. That's high praise in today's business environment.

It is wonderful to hear that ECX is taking this to heart. After all, I happen to like my mail lady and I sure wouldn't want her to get hurt delivering my DIY supplies to me or anyone else.

I certainly am not trying to bash them. I simply think this is a serious concern. I'm glad they are taking this seriously!

 

[boomerdude]

Maybe I got the wiseguy of their CS reps. I have never seen a business act this way. To lie to a customer when you fully realize the customer knows your lying? Making me jump through hoops and then making it impossible to access the info I need is just wrong. I am really p***** and I'm not taking this lying down.

New info : Went straight to the boss. The matter is now being handled in a professional manner. Seems I got a trainee.

 

[_more_]

yikes, I love them but never actually thought how lucky i have been with all my orders being ok. I want to keep them and on my next order i will tell them to pack it in a box where it won't get crushed or leak. If they can do that then they will remain my nic supplier.

 

[hairball]

I received my replacement package today and guess what!...it leaked yet again. I also placed an order last night...big mistake IMO after seeing this happen with a replacement. So I called and asked for a refund for both...I'm done with this company!

 

[Shilo]

I received my replacement package today and guess what!...it leaked yet again. I also placed an order last night...big mistake IMO after seeing this happen with a replacement. So I called and asked for a refund for both...I'm done with this company!

Didn't know you had one that spilled too----this is really getting sad----hopefully they get a handle on this and soon.