Frustrated with FreedomSmokeUSA

[Carle]

Ok first let me say that I am new to the ecig experience and just this weekend received my new Ego and I love it. That being said I want you to know that I am not here to smear fsusa, as they have gotten many great reviews and come highly recommended. "Family owned U.S. company, "fast shipping", "great communication", "awesome juice".. These are just some of the reasons I chose to order my very first juice supply from them. Although I haven't yet been able to sample any of their famous juice, and therefore cant comment on it, I can say that their communication has been very good. Which, I am guessing, is why so many of you feel so close to the owners; Dave and Pam. The email responses to my questions have all been very timely. Some not so clear, but timely none the less. My problem comes only with the shipping. Now people.. Please don't scream at me because I have had a, maybe rare, but unfavorable experience thus far with shipping issues, and have decided to post it. Ok.. here goes.. and I am not going to get into what was said in emails between fsusa and I because that seems beside the point. I will say that they were all friendly and that no one was ugly or hateful in anyway. Now.. I placed My order last Thursday Aug. 19th some time between 2 and 3 pm. I had read that they shipped really quick, like 2 days max. I never received any type of tracking number but kept up with my order via the account I created on their web site when I placed the order. They update the status of orders as it changes. So anyway, Today is Tuesday Aug. 24 and I still have no tracking number and as far as I can figure, my order has not been shipped, although, according to the update on my account, my order has been sitting at a post office waiting to be shipped since around 9 or 10 last night. Shortly after 10 this morning I again asked about what was going on with my order and fsusa (David) said he would check it out and get back to me. Its now after 5pm and I have yet to hear anything else. Soooo..At this point I am frustrated and disappointed...AND...I WANT MY JUICE!!!. The only thing that is keeping me from going off about all of this is because I know its gotta be a fluke thing and you guys have given their juice such rave reviews that its gotta be worth it in the end.

 

[gypsygirl]

I can tell you I've ordered twice from them and first order was to my door in 3 days. Second order took 7 days to arrive (huge sale and they had ALOT of orders to get out). The anticipation is a killer sometimes, but, it's part of the process of ordering online instead of going to a brick and mortar.
I'm not sure why you wouldn't have received a tracking number. You can always try calling them if you feel your email has gone unnoticed (which I can ASSURE you, it has not).
You're right, it is a fluke.. 99.9999% of the time, the return emails are within a few hours of you sending one. All depends on how busy they are. Not to mention, this is a family biz and they do have quite a few kiddos to manage on top of the biz.
Be patient, they will get back to you.

 

[doots]

Sometimes its the PO at fault. I dont know if they ship priority or not.

I always expect priority shipping when juice is involved..

I DIY mostly so no need to order juice too much,

 

[piratecaptainbob]

probably the post office's fault
the post office is federal, the FDA is federal....

 

[cozzicon]

Ok first let me say that I am new to the ecig experience and just this weekend received my new Ego and I love it. That being said I want you to know that I am not here to smear fsusa, as they have gotten many great reviews and come highly recommended. "Family owned U.S. company, "fast shipping", "great communication", "awesome juice".. These are just some of the reasons I chose to order my very first juice supply from them. Although I haven't yet been able to sample any of their famous juice, and therefore cant comment on it, I can say that their communication has been very good. Which, I am guessing, is why so many of you feel so close to the owners; Dave and Pam. The email responses to my questions have all been very timely. Some not so clear, but timely none the less. My problem comes only with the shipping. Now people.. Please don't scream at me because I have had a, maybe rare, but unfavorable experience thus far with shipping issues, and have decided to post it. Ok.. here goes.. and I am not going to get into what was said in emails between fsusa and I because that seems beside the point. I will say that they were all friendly and that no one was ugly or hateful in anyway. Now.. I placed My order last Thursday Aug. 19th some time between 2 and 3 pm. I had read that they shipped really quick, like 2 days max. I never received any type of tracking number but kept up with my order via the account I created on their web site when I placed the order. They update the status of orders as it changes. So anyway, Today is Tuesday Aug. 24 and I still have no tracking number and as far as I can figure, my order has not been shipped, although, according to the update on my account, my order has been sitting at a post office waiting to be shipped since around 9 or 10 last night. Shortly after 10 this morning I again asked about what was going on with my order and fsusa (David) said he would check it out and get back to me. Its now after 5pm and I have yet to hear anything else. Soooo..At this point I am frustrated and disappointed...AND...I WANT MY JUICE!!!. The only thing that is keeping me from going off about all of this is because I know its gotta be a fluke thing and you guys have given their juice such rave reviews that its gotta be worth it in the end.

I can't speak for the guys over there- but I think this week was *special*.

My assumption is that they were hit *really* hard by this sale that they did recently, and are reeling trying to get caught back up. I don't know if this is the case, but I suspect it.

FSUAS has been growing so fast lately, and I think this sale just put them under water a little bit.

Not that your complaint isn't valid. But it's always nice to know that the reason isn't something *dark*.

I hope you like your juice when it arrives though. I happen to love a lot of their stuff

 

[Carle]

I do know that my email was noticed. Up untill the last we've had great correspondance!!

 

[Carle]

I am sure all will be well. I wonder with as popular and busy as they are getting if they have thought about goind LLC and rounding up some investors to totally expand. I have read that David likes to do the mixing himself but he could set up a training course or somthing for trusted employees, and eventually kick back and hang with the Fam! He and Pam could run the company from the Caymens if they wanted!

 

[debb]

I know they had a sale going on... I ordered 2X... (plus a later one...not juice)...but one of my juice orders has not come yet... I am sure it will this week tho...


just looked ...was ordered on the 19th...

 

[cozzicon]

I am sure all will be well. I wonder with as popular and busy as they are getting if they have thought about goind LLC and rounding up some investors to totally expand. I have read that David likes to do the mixing himself but he could set up a training course or somthing for trusted employees, and eventually kick back and hang with the Fam! He and Pam could run the company from the Caymens if they wanted!

Well- they posted earlier that they had hired two people.

I checked my pending order, which went in Sunday night, and just hit the post office tonight. Which is a day longer than they usually take (I'm not unhappy about that). So perhaps they are getting caught up.

I don't want to sound fanboish... but my impression of these people is that they would rather ship late than ship garbage.

Hopefully they will never prove me wrong.

 

[mauisun]

hiya Carle sorry I did not get back to you between your email early this morning, which I responded to, and your email 3 hours and 30 minutes later asking for an update. we actually spent over 5 hours with realtors on our new storefont we are leasing. then we came home and spent alot of time taking care of customers, toll free calls, children and everything else.
good news is your stuf shipped out yesterday, I can confirm that. other news is you were on the tail end of back to back specials trying to get our fluids into people's hands for cheap. you ordered on thursday, we were buried. then we spent a good portion of saturday working with the kids, then spent sunday spending time with just them. so, we shipped backlogs on monday. sorry I did not email you rapidly after you further up email this afternoon before you posted here about your frustrations. We were buried with folks trying to setup the best retail storefront and vapelounge in the United States we do the best we can
David

 

[JC Okie]

I ordered during this sale and my stuff came....and it's great. I think they have us all spoiled with their lightening quick service. When they're swamped, it lags back to what could be considered "normal" from many of the other vendors. lol.

Jan

 

[son et lumiere]

Sounds like a problem with usps not fsusa.

 

[Carle]

Thanks so much David for your reply, and good luck with your new store. I am very much looking forward to vaping all of the yummy juices I ordered. Now the time comes that I keep a constant eye on my mail box!

 

[mauisun]

lol, you Texans! I swear your postal people must live in fear of you folks
David

 

[kgeiger002]

I'd understand this post if this was a pattern for you but considering your first order? Things happen sometimes. You've seen the positive feedback on them... and you even admitted that it could be a fluke. So whatup?

Edit: NM - looks like you got it worked out

 

[shanagan]

You know what they say, dude. We don't mess around.

 

[Poppa D]

hiya Carle sorry I did not get back to you between your email early this morning, which I responded to, and your email 3 hours and 30 minutes later asking for an update. we actually spent over 5 hours with realtors on our new storefont we are leasing. then we came home and spent alot of time taking care of customers, toll free calls, children and everything else.
good news is your stuf shipped out yesterday, I can confirm that. other news is you were on the tail end of back to back specials trying to get our fluids into people's hands for cheap. you ordered on thursday, we were buried. then we spent a good portion of saturday working with the kids, then spent sunday spending time with just them. so, we shipped backlogs on monday. sorry I did not email you rapidly after you further up email this afternoon before you posted here about your frustrations. We were buried with folks trying to setup the best retail storefront and vapelounge in the United States we do the best we can
David

I had an online business for a while and it can be brutal. I used auto response for emails. But frankly there is no avoiding the effort, it takes massive amounts of time responding to emails. God forbid you have a computer or network problem. Sounds like your doing great things, keep your chin up.

 

[shanagan]

I'm pretty sure I've said it before, but in the vaping community we are seriously spoiled by our suppliers - free samples, lightning fast shipping, immediate response to emails - we really do want it all, and generally get it.

Every now and then there's going to be a hiccup - you don't watch for hiccups, you watch for patterns. I think the next logical step for FSUSA will be to make public some time constraints - no email on Sunday or something. I've done the online business thing too - and am now retired from it because if you're the type of person to create a personal relationship with your customers, they get even needier the friendlier you are. No lie.

What should happen here in the next year or so is all of the websites popping up will start to weed each other out until we're left with a solid handful of excellent suppliers who will then be able to run a slightly more "normal" business model. But in the meantime, I guess we continue to be spoiled.

 

[misantroll]

Seriously !!!! Just relax !!! FSUSA is one if not the best enterprise around and I'm not talking about e-cigs business I talk in general. Who is gonna send you a letter with big "thank you" hand written all over ???? Who is going to answer your mails in minutes ??? Who is gonna treat you like a child and even response to your "negative" posts on a forum when they have like 100000 other things to do ????

RELAX AND REALIZE THEY ARE PROBABLY THE BEST PEOPLE TO DEAL WITH !!!!

(for Christ sake)

 

[Hard31337]

I can tell you from personal experience this is not common and they will make it right. My first order had a delay in shipping of 6 days. Somehow, they had a customer that ordered around the same time I did with the same last name in the same state. A mix up occurred and my order got overlooked and didn't ship. They got to the bottom of it and even included some extra juice of 5 diff flavors in my order to make up for it. Not to mention the fact that when I ordered, I took advantage of a special, broke the rules and ordered other items that I shouldn't have according to the rules for the special. They decided to let it go and not charge me extra when they easily could have. It's probably just a 1 in 1000 mistake. Rest assured, it will all end well.