Frustrating order experience

[ashes to batteries]

So in my last thread I described going a little crazy with a large order. I guess it wasn't meant to be. The money was removed from my account Thursday morning because I used a debit card. Friday they're telling me they halted my order because my shipping and billing address are different, unfortunately I missed their call because I was at work and the email was an auto populated type of thing. I can't figure out how to reach anyone on the phone because the number in my caller ID just rings endlessly. I leave a really nice message on Facebook asking for help and get another email in response. I mean it when I say nice, I work in customer service and there's no need to swear or get ugly. So now they want a picture of my driver's license. I tried to explain that I was a military wife and that's also different and then I tried to reach out via Facebook again because I have an extremely unusual name and thought my well established Facebook account might count for something. They've blocked me on Facebook and I can't. I had always heard such great things about them here and this was my first order. I'm so sad. I dropped what for me was a lot of money to get back off the analogs.

No real point I guess. I'm just so disappointed.

 

[retired1]

You have to realize that there is a LOT of fraud going on via e-commerce and this is why most online companies flag orders where the shipping and billing addresses do not match.

You'll most likely get the money back since the order was cancelled. Generally it takes a few days.

 

[ashes to batteries]

I think I'm mostly super butthurt that I was blocked on Facebook when I go out of my way to always be pleasant and easy to deal with. Seems so unnecessary.

 

[mattiem]

Have you checked on their site to see if you can find a different phone number? I can understand your frustration. I would be too but hopefully they will refund you quickly so you can purchase your items somewhere else.

 

[grandmato5]

The company is doing the required by the deeming law age verification. Yes, billing and shipping addresses matching is part of the process. Everything they have asked for is what we're all gonna be facing soon. Some states themselves have very specific laws now that require the verification also. The company you ordered from can't just make an exemption for you unfortunately.

Its a good question as to how military personal would handle the situation. I've heard that when I'm in FL for the winter I could request my credit card company to add a second address to my card so that my billing and shipping addresses would match. Might be something you could check with your bank to see if you can do for your debit card. This isn't the only company you're going to have problems with because of the difference in your billing and mailing address.

 

[retired1]

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I think I'm mostly super butthurt that I was blocked on Facebook when I go out of my way to always be pleasant and easy to deal with. Seems so unnecessary.

Trying to get them to use your facebook account as a method of verification would be a sure fire method of raising all sorts of flags. Let's be honest now. Would you accept that in a customer service role when there's money involved?

 

[5150Marley]

The company is doing the required by the deeming law age verification. Yes, billing and shipping addresses matching is part of the process. Everything they have asked for is what we're all gonna be facing soon. Some states themselves have very specific laws now that require the verification also. The company you ordered from can't just make an exemption for you unfortunately.

Its a good question as to how military personal would handle the situation. I've heard that when I'm in FL for the winter I could request my credit card company to add a second address to my card so that my billing and shipping addresses would match. Might be something you could check with your bank to see if you can do for your debit card. This isn't the only company you're going to have problems with because of the difference in your billing and mailing address.

So when the deeming regs are released I wont be able to ship to a different address than my credit card billing address?

I ship to a different address on all my orders I place... :/

 

[ashes to batteries]

The company is doing the required by the deeming law age verification. Yes, billing and shipping addresses matching is part of the process. Everything they have asked for is what we're all gonna be facing soon. Some states themselves have very specific laws now that require the verification also. The company you ordered from can't just make an exemption for you unfortunately.

Its a good question as to how military personal would handle the situation. I've heard that when I'm in FL for the winter I could request my credit card company to add a second address to my card so that my billing and shipping addresses would match. Might be something you could check with your bank to see if you can do for your debit card. This isn't the only company you're going to have problems with because of the difference in your billing and mailing address.

In all honesty, my only excuse now is laziness. I'm at a permanent address. But so many of my bills are auto drafted that changing my billing address is a PITA.

Mostly the way they handled it has me upset. I try to be a good customer, you know?

I can't find any phone number for My Vapor Store on the website. So my methods for contact are limited.

 

[ashes to batteries]

Trying to get them to use your facebook account as a method of verification would be a sure fire method of raising all sorts of flags. Let's be honest now. Would you accept that in a customer service role when there's money involved?

. Good point, but in fairness I hadn't even gotten to the point of asking about that. I'd sent one message requesting contact and that was enough to get me blocked. It was literally Hey, I can't get in touch with anyone, can someone reach out?

 

[grandmato5]

So when the deeming regs are released I wont be able to ship to a different address than my credit card billing address?

I ship to a different address on all my orders I place... :/

I've also often shipped to a different address then my billing address. Going forward the verification process includes matching of the two. I'm sure not all vendors will actually be in compliance but if they are doing what they are suppose to it will be required. I'd read another work around when not matching that some vendors are using is sending the package via "Adult signature required". Higher postage cost but also accomplishes age verification since you would have to show your identification and then sign for the package.

Not nice at all that they blocked you on facebook I would be calling them on the phone Monday morning.

 

[grandmato5]

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In all honesty, my only excuse now is laziness. I'm at a permanent address. But so many of my bills are auto drafted that changing my billing address is a PITA.

Mostly the way they handled it has me upset. I try to be a good customer, you know?

I can't find any phone number for My Vapor Store on the website. So my methods for contact are limited.

Its too late now, but for the future, I always check for a physical address and phone number before I use any new vendor. If they don't give those on their website I'm not interested in dealing with them no matter what kind of feedback they have since I want to know where they are located and that I have a way to get a hold of them in situations like this.

 

[oplholik]

Have you tried e-mailing them via their contact info on their website?
MVS is a well established vendor, and should work with you.
Also look in the "Forum Suppliers" forums, and you will see their forum. Post your info there, you will probably get some help there.

 

[Train2]

I was going to post "who are you talking about" but now I see it's MyVaporStore?
That's a big operation - with a good reputation. Hopefully you can get this resolved.
I'd recommend using their primary contact method - even if that is a form on their website.

And yes - they are following the law regarding address/age verification by requesting image of driver's license. So perhaps there is some kind of backup approach they have...I don't know.

Hope it works out though!!

 

[VNeil]

Tobacco Control is all about annoying and inconveniencing smokers to the greatest degree possible. That is a form of control. We have been defined as smokers in more ways than one.

Things like restricting sipping addresses is all about annoyance and inconvenience. And cobtrol. Nothing to do with credit card fraud or anything else, not sure why that red herring was thrown in here.

 

[ashes to batteries]

Have you tried e-mailing them via their contact info on their website?
MVS is a well established vendor, and should work with you.
Also look in the "Forum Suppliers" forums, and you will see their forum. Post your info there, you will probably get some help there.

. I tried replying to the message they sent me. I think I'm also just antsy because some of what I bought is low stock and I am afraid they won't be able to fulfill my entire order if this takes too long.

 

[Alter]

I have had a few issues with using a Canadian credit card and having it shipped to a US address. Most will ship but after a phone call to them but if they want me to send a pic of my ID I cancel my order and go somewhere else. I did have to send age verification to a Ontario company but that was for my nic order. I'm not thrilled to send my ID to anybody but now IMO its going to become mandatory and going to have to suck it up buttercup.

 

[Down-Time]

...going to have to suck it up buttercup.

 

[puffon]

I wouldn't have a problem sending a pic of my DL, with the DL# blocked out.
Any other info (name and address) can be found easily with a google search.
Or is my thinking flawed?

 

[englishmick]

. I tried replying to the message they sent me. I think I'm also just antsy because some of what I bought is low stock and I am afraid they won't be able to fulfill my entire order if this takes too long.

The type of message you received is generally sent from automated systems that won't accept replies. I know MVS has contact information on their website, don't know about Facebook since I don't use it. MVS has really good customer service in my experience. This might just be a Facebook thing.

I've had a similar problem. All my official documentation has my legal name of Michael on it. For my credit cards I used the name I go by, which is Mick. That hasn't been a problem for decades, but now it apparently is a problem with the age verification process. The process has just started up and I guess it will take a while to shake out the bugs.

 

[Kenna]

Tobacco Control is all about annoying and inconveniencing smokers to the greatest degree possible. That is a form of control. We have been defined as smokers in more ways than one.

Things like restricting sipping addresses is all about annoyance and inconvenience. And cobtrol. Nothing to do with credit card fraud or anything else, not sure why that red herring was thrown in here.

It is absolutly about fraud. Charge it on thid card at this address, but ship it over here. I had an issue once with someone calling me about an order & not wanting to ship to a PO Box. Except the billing & shiiping address matched so the point was moot.