{FSUSA} Am I wrong to be frustrated with FSUSA? ( detailed and lost post warning )
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Here's my take on this: FSUSA is not responsible for the mistakes of the USPS, but a reputable vendor like them should want their customers to be happy. In that case I don't think it's unfair to expect them to replace the missing shipment for the sake of quality customer service.
Sorry to bump in here. I also have ordered from FSUSA and David sent me a tracking number for USPS.
LJ535243735US
It says that it has left Arizona and is currently in transit to the destination. This was dated October 26, 2010. (I still don't have the package).
Now I have another shipment but on a different vendor also using USPS. CJ31 3095 685U S
It says that it has arrived in Riyadh on November 15, 2010.. The item was shipped on November 9, 2010.
It is really strange that USPS is not giving the same information. Is this common?
Anyway Saudi Arabia went through a very long holiday which started from November 10-20. I will be checking my mailbox tomorrow and see if I get the packages.
Edit: I ordered from FSUSA on October 22, 2010
LJ535243735US
It says that it has left Arizona and is currently in transit to the destination. This was dated October 26, 2010. (I still don't have the package).
Now I have another shipment but on a different vendor also using USPS. CJ31 3095 685U S
It says that it has arrived in Riyadh on November 15, 2010.. The item was shipped on November 9, 2010.
It is really strange that USPS is not giving the same information. Is this common?
Anyway Saudi Arabia went through a very long holiday which started from November 10-20. I will be checking my mailbox tomorrow and see if I get the packages.
Edit: I ordered from FSUSA on October 22, 2010
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phorbin you are correct. and if an item becomes truly missing we would send a replacement at our cost. I am still receiving emails from folks who are reciving their orders today from that batch on the 11th and 12th. so the orders are indeed getting to their destinations, just slow even for p.o. standards.
I just checked USPS tracking. The op's package was delivered at 11:42 this morning. 
There have been several threads of a similar nature concerning FSUSA, but regardless of how this one unfolds, the email response from FSUSA to the op and his general attitude and ramblings in the other threads is a clear sign for me never to order anything from this vendor.
It's not the vendors fault if an order gets lost in the mail, but he is responsible for the delivery system he uses and timely delivery, he's the one that takes the risk and is at their mercy, not the buyer, it's the nature of the business... par for the course.
It's not the vendors fault if an order gets lost in the mail, but he is responsible for the delivery system he uses and timely delivery, he's the one that takes the risk and is at their mercy, not the buyer, it's the nature of the business... par for the course.
smonomo that is a harsh criticism. I too read both my emails to the op and his to me. I think I handled it quite well and obviously he received his package. what you don't know is I also offered the op 30% off store credit to help smooth things over. and plan on throwing in some extras. To just dismiss our company so offhandedly is not fair. Newbies who read this thread get the idea thet because you are a regular member you must know what you are talking about. To just dismiss me as general attitude and "ramblings" does me, and Pamela a true diservice.
Have we ever sold to you? feel free to post your order number and let's see the stats on it. Id you have never ordered from us and truly experienced our first class service, how are you able to truly judge who we are as a company?
But then again, these days I expect to see posts like that. Friendly give and take on this board is not always that way anymore like it used to be.
Pamela and I work damn hard to please the world. Everyone knows that is impossible.
To say "par for the course" is more then unfair. Pam and I have never screwed a single customer. ever.
David
Have we ever sold to you? feel free to post your order number and let's see the stats on it. Id you have never ordered from us and truly experienced our first class service, how are you able to truly judge who we are as a company?
But then again, these days I expect to see posts like that. Friendly give and take on this board is not always that way anymore like it used to be.
Pamela and I work damn hard to please the world. Everyone knows that is impossible.
To say "par for the course" is more then unfair. Pam and I have never screwed a single customer. ever.
David
I'm sitting here dripping some delicious, 4 month old, FUSA Camtel Ultimate. From my experience over the last few months, "par for the course" from FUSA means high quality liquid and great service. I haven't had any problems with them. So, I can't comment on that. However, from what i have read here, problems seem to be the exception for FUSA customers. I have also seen posts that indicate that when problems do occur David and Pam are more than willing to make up for them.
If USPS continued to make my business look bad, i would change carriers, customers would pay a little to ensure that their orders were received in a timely manner. just add the ability for the customer to choose carrier, and inform them of past probs with USPS and let them decide, most will probably choose the alternative carrier.
Hello OP here.
Yes I did get my package yesterday and I am glad it was finally sorted out.
However there is a few things I want to state.
FSUSA stated that he offered me 30% discount on the next order, NOPE never received anything like that and I told him over the email to stop lying on the ECF board.
HE NEVER SENT ME ANY EMAIL WITH 30% DISCOUNT!!!!
Also he stated this on the board AFTER this became a bigger issue that he thought.
Even if he did, I wouldn't go back to FSUSA.
I just want to let everyone know that I AM NOT UPSET FOR USPS DELAYING THE SHIPMENT.
Nor am I holding FSUSA for the delay in shipping.
I was simply asking FSUSA how much longer I need to wait to have a replacement shipment.
I told him many times over that it's OK for me to wait longer, he just has to tell me HOW MUCH LONGER he needs to wait to determine that the shipment is lost.
HE NEVER told me over the email that he will send out a replacement shipment if he determines that it's lost for sure.
On ECF forum, he makes it seem like he is the nicest guy in the world and he would never make the customer pay for the mistake of USPS but he sure didn't sound that nice over email.
Another complaint that I need to make is that I ordered Baby Back Ribs but he sent me pepper jerky and tootsie roll sample instead.
He stated that he was out of Baby Back Ribs inside the delivery package.
Now....how does he determine that it is OK for him to send me something else instead of the one I ordered WITHOUT asking me first??
Out of all the emails that went back and forth, he couldn't take one minute to tell me this and ask me if it's ok?
It's like ordering a SONY TV on amazon and them sending you a Samsung TV and letting you know you got a samsung because amazon was out of sony.
If there was nothing wrong with the shipment, I would be one happy customer.
However once a problem arises, I just want to warn everyone that the customer service may NOT be as good as everyone makes it out to be, frankly he sounds DAMN arrogant when contacted about a problem.
Since posting exact emails is against ECF board policy, I would be willing to show the emails that went back and forth between myself and FSUSA if anyone wants to see how arrogant he sounds when privately communicated.
Yes I did get my package yesterday and I am glad it was finally sorted out.
However there is a few things I want to state.
FSUSA stated that he offered me 30% discount on the next order, NOPE never received anything like that and I told him over the email to stop lying on the ECF board.
HE NEVER SENT ME ANY EMAIL WITH 30% DISCOUNT!!!!
Also he stated this on the board AFTER this became a bigger issue that he thought.
Even if he did, I wouldn't go back to FSUSA.
I just want to let everyone know that I AM NOT UPSET FOR USPS DELAYING THE SHIPMENT.
Nor am I holding FSUSA for the delay in shipping.
I was simply asking FSUSA how much longer I need to wait to have a replacement shipment.
I told him many times over that it's OK for me to wait longer, he just has to tell me HOW MUCH LONGER he needs to wait to determine that the shipment is lost.
HE NEVER told me over the email that he will send out a replacement shipment if he determines that it's lost for sure.
On ECF forum, he makes it seem like he is the nicest guy in the world and he would never make the customer pay for the mistake of USPS but he sure didn't sound that nice over email.
Another complaint that I need to make is that I ordered Baby Back Ribs but he sent me pepper jerky and tootsie roll sample instead.
He stated that he was out of Baby Back Ribs inside the delivery package.
Now....how does he determine that it is OK for him to send me something else instead of the one I ordered WITHOUT asking me first??
Out of all the emails that went back and forth, he couldn't take one minute to tell me this and ask me if it's ok?
It's like ordering a SONY TV on amazon and them sending you a Samsung TV and letting you know you got a samsung because amazon was out of sony.
If there was nothing wrong with the shipment, I would be one happy customer.
However once a problem arises, I just want to warn everyone that the customer service may NOT be as good as everyone makes it out to be, frankly he sounds DAMN arrogant when contacted about a problem.
Since posting exact emails is against ECF board policy, I would be willing to show the emails that went back and forth between myself and FSUSA if anyone wants to see how arrogant he sounds when privately communicated.
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you know vex. n one likes being called a liar. Including me. I too saved the many countless emails you sent me threatening, belittling etc. I am very glad you got your box, thank god the postal service got it to you. Not sure why my shipping folks gave you extra juices instead of telling me we were out of baby back ribs but they had a list of 5 people we owed backorders too and when the raw ingredients arrive we plan on sending them at our cost.
I feel pamela and I tried everything we could here to make this right. But truthfully you calling us liars is simply not cool with us.
We both wish you well in your future evaping endeavours
I feel pamela and I tried everything we could here to make this right. But truthfully you calling us liars is simply not cool with us.
We both wish you well in your future evaping endeavours
FedEx and UPS have both lost packages of mine before, and dealing with them is far more frustrating than dealing with the USPS. USPS has rerouted packages of mine across the nation before too, but dealing with them is more personal. (At least with my experience)
When a package is "in transit" for a week or more, I've called the post office's 1-800 number, gave them the information along with my phone and number and within the day, my local post office has called me back (real person and gave me their direct phone number) and informed me that they were doing their best to locate and get my package to me. On those 2 occasions, I've had my package delivered to my door two days later.
I usually let the vendor know that my package is "floating" around somewhere, however, I only do that to keep inform them as to what is going on. My next step is to get proactive in getting my purchase to me, and that is when I call the USPS and get the ball rolling on their end. And again, the USPS is very good with their customer service these days.
I totally understand the frustration of delays, but I don't know of any company that would send a replacement order free of charge for a purchase that was shipped the prior week. Someone mentioned JC Penney earlier, I don't think they would be sending a replacement within this short of time frame either.
Glad the OP received their order, sorry the post office delayed it a few days.
When a package is "in transit" for a week or more, I've called the post office's 1-800 number, gave them the information along with my phone and number and within the day, my local post office has called me back (real person and gave me their direct phone number) and informed me that they were doing their best to locate and get my package to me. On those 2 occasions, I've had my package delivered to my door two days later.
I usually let the vendor know that my package is "floating" around somewhere, however, I only do that to keep inform them as to what is going on. My next step is to get proactive in getting my purchase to me, and that is when I call the USPS and get the ball rolling on their end. And again, the USPS is very good with their customer service these days.
I totally understand the frustration of delays, but I don't know of any company that would send a replacement order free of charge for a purchase that was shipped the prior week. Someone mentioned JC Penney earlier, I don't think they would be sending a replacement within this short of time frame either.
Glad the OP received their order, sorry the post office delayed it a few days.
And tell me, exactly how did I "threaten" "belittle" you?
Exactly in which words did I manage to pull that off?
I offered to send anyone that contacted me the EXACT transcripts of the emails that went back and forth from me, can you do the same?
If you say yes, I can set up a website in 5 minutes showing exactly what went on between us and leave it open so you can comment on it as well.
Also exactly when did you offer me 30% off discount? give me the exact time and date of the email.
You never offered me such thing ( I wouldn't have taken it even if you did ) yet you post on ECF that you offered me such.
Also you never mentioned that your shipping people sent out things not ordered when you were out of raw ingredient , you say that you planned on sending them at your cost but exactly when were you planning on telling me this?
After I made a complaint in regards to your company? I highly doubt that you were going to do that, you are only saying this because I mentioned it here.
Even if you had every intention of doing so, shouldn't you have at least TOLD ME IN ADVANCE that this was going to happen?
You simply wrote "out of stock" on the packing list. you never mentioned anywhere that you had any intention to send out the right item when you had the raw materials available, not through email nor on the packing list.
How can I possibly believe that you were going to do this??
You also state that you PLANNED(notice a pattern here?) on sending me extra juice if I ever come back to you for another order to make things smooth between us but you never mention this to me till a complaint is made here.
I'm noticing a pattern here.
You always say that you were going to do this, do that for the customer.....but only after there is a complaint on ECF board.
I noticed on another thread where you made the customer pay return shipping on an item that your company made a mistake on.
Only when people started saying FSUSA should be responsible for return shipping, only then you came out and stated that you planned on refunding the return shipping because it was your mistake.
If you can tell me two simple things, I will gladly withdraw everything I said here.
Tell me when and how you offered me a 30% discount that you say you did.
Tell me exactly how I threatened or belittled you.
I have a suggestion for future customers of FSUSA.
If you have a problem with them, don't waste time like me trying to get anywhere with them through email, a week of questions were answered within a day when asked publicly on ECF.
Exactly in which words did I manage to pull that off?
I offered to send anyone that contacted me the EXACT transcripts of the emails that went back and forth from me, can you do the same?
If you say yes, I can set up a website in 5 minutes showing exactly what went on between us and leave it open so you can comment on it as well.
Also exactly when did you offer me 30% off discount? give me the exact time and date of the email.
You never offered me such thing ( I wouldn't have taken it even if you did ) yet you post on ECF that you offered me such.
Also you never mentioned that your shipping people sent out things not ordered when you were out of raw ingredient , you say that you planned on sending them at your cost but exactly when were you planning on telling me this?
After I made a complaint in regards to your company? I highly doubt that you were going to do that, you are only saying this because I mentioned it here.
Even if you had every intention of doing so, shouldn't you have at least TOLD ME IN ADVANCE that this was going to happen?
You simply wrote "out of stock" on the packing list. you never mentioned anywhere that you had any intention to send out the right item when you had the raw materials available, not through email nor on the packing list.
How can I possibly believe that you were going to do this??
You also state that you PLANNED(notice a pattern here?) on sending me extra juice if I ever come back to you for another order to make things smooth between us but you never mention this to me till a complaint is made here.
I'm noticing a pattern here.
You always say that you were going to do this, do that for the customer.....but only after there is a complaint on ECF board.
I noticed on another thread where you made the customer pay return shipping on an item that your company made a mistake on.
Only when people started saying FSUSA should be responsible for return shipping, only then you came out and stated that you planned on refunding the return shipping because it was your mistake.
If you can tell me two simple things, I will gladly withdraw everything I said here.
Tell me when and how you offered me a 30% discount that you say you did.
Tell me exactly how I threatened or belittled you.
I have a suggestion for future customers of FSUSA.
If you have a problem with them, don't waste time like me trying to get anywhere with them through email, a week of questions were answered within a day when asked publicly on ECF.
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I totally understand the frustration of delays, but I don't know of any company that would send a replacement order free of charge for a purchase that was shipped the prior week. Someone mentioned JC Penney earlier, I don't think they would be sending a replacement within this short of time frame either.
Glad the OP received their order, sorry the post office delayed it a few days.
Hello Ma'am
Please dont make it sound like I am upset because the USPS delayed it for a week.
Also I NEVER asked them to send out a replacement because the shipment was delayed a week.
All I asked FSUSA is that they tell me what they will do when they decide that the shipment is lost and how long does it usually take for them to decide that a shipment is lost for good.
The closest answer I got to this was that they will take it up with their local US Post office which can take upto 30 days to get an answer.
All I wanted was an reassurance that I will not be out of my money, FSUSA gave me every reason to believe that they will not do anything incase the shipment is lost for good.
I told them over and over that I don't mind waiting a bit more but I would just like to know when and what they will do when the shipment is deemed lost for good.
Very simple question which weren't answered till a post was made here.
If anyone saw the emails that went back and forth from me and FSUSA, you will notice that he sounds a LOT different over email than publicly here.
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Thanks for the information Vex321. I would be leery of any vendor, (juice or otherwise), who told me to wait 30 days since this is the normal time frame allowed for charge backs. If you didn't receive your juice after 30 days you would have no protection to fall back on if the vendor refused to cooperate. I am not saying that is what happened here but it's something to think about.
kinda different since i dont use a 3rd party to deliver pizzas....the only way that argument could be valid is if i sent your pizza in the mail....dominos 30 days or less.....nahh im sure that wouldnt work out to well...now if david personally delivered juice then you could use that response..
Ok a little update.
Since this is like the longest complaint thread on FSUSA, I have been getting some PMs
Looks like I am not the only one who had trouble with FSUSA and some people are pretty happy that this thread has so many views.
Apparently one member of ECF had trouble with FSUSA when they couldn't load his/her address to usps click and ship and took like 4 days to sort out and delaying the shipment 7 days or so.
Guess what? My first shipment (the one I am talking about here is my 2nd ) had the EXACT same problem, they couldn't load my address to their shipping service and it delayed the shipment like 3-4 days.
Once again, I have the emails back and forth from me and Pam@fsusa for about 4 days and finally managed to get this shipped.
I have all my emails saved so I have proof of this as well.
I am really starting to see a pattern here
I am thinking they had great customer service in the beginning ( otherwise they wouldn't have so much fanbase ) but as their business started picking up, they felt that they can treat their customers crappy and not have any retaliation.
Anyway David if you are still reading this thread ( which I am sure you are ) are you ever going to send me proof as to when you offered me that 30% discount which you never did?
Are you ever going to show proof of how I "threatened" "Belittled" you?
It's one thing to have bad customer service but completely another thing once you lie and make up stuff about me just to save face.
Since this is like the longest complaint thread on FSUSA, I have been getting some PMs
Looks like I am not the only one who had trouble with FSUSA and some people are pretty happy that this thread has so many views.
Apparently one member of ECF had trouble with FSUSA when they couldn't load his/her address to usps click and ship and took like 4 days to sort out and delaying the shipment 7 days or so.
Guess what? My first shipment (the one I am talking about here is my 2nd ) had the EXACT same problem, they couldn't load my address to their shipping service and it delayed the shipment like 3-4 days.
Once again, I have the emails back and forth from me and Pam@fsusa for about 4 days and finally managed to get this shipped.
I have all my emails saved so I have proof of this as well.
I am really starting to see a pattern here
I am thinking they had great customer service in the beginning ( otherwise they wouldn't have so much fanbase ) but as their business started picking up, they felt that they can treat their customers crappy and not have any retaliation.
Anyway David if you are still reading this thread ( which I am sure you are ) are you ever going to send me proof as to when you offered me that 30% discount which you never did?
Are you ever going to show proof of how I "threatened" "Belittled" you?
It's one thing to have bad customer service but completely another thing once you lie and make up stuff about me just to save face.
vex 321 look at his diactyl thread on his page...it was locked really quick!
I cannot believe this vendor! Oh and I did get to read your emails as well...before deletion. I see a pattern as well. I ordered once from this vendor and was not happy! I was afraid to post my feeling on this forum. I suppose I don't like the harassing nature of fanboys and girls. Also my view is I don't even want to waste my time or energy with this type of vendor.
Also Vex 321 am I mistaken or what? I thought this was a review of suppliers? However, if one posts a negative experience they are all over it.. Whats up with that!
I am glad you posted your thread! Check out that diactyl thead! Tell me what you think! LOL
I cannot believe this vendor! Oh and I did get to read your emails as well...before deletion. I see a pattern as well. I ordered once from this vendor and was not happy! I was afraid to post my feeling on this forum. I suppose I don't like the harassing nature of fanboys and girls. Also my view is I don't even want to waste my time or energy with this type of vendor.
Also Vex 321 am I mistaken or what? I thought this was a review of suppliers? However, if one posts a negative experience they are all over it.. Whats up with that!
I am glad you posted your thread! Check out that diactyl thead! Tell me what you think! LOL
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