Good Juice / BAD Customer Service

[stevensnell]

Below is a copy of an email I sent to Nhaler one week ago and haven't heard back. It really sucks for me because I like their product, but refuse to do business with a company that doesn't seem to care about its customers.

Hi Aisa,
I got to tell you, I'm a bit disappointed with my order. First, at $7 for shipping, I'd expect Priority mail instead of First Class. Secondly, I was sent Mint tobacco instead of the Mint Black Tea I ordered. And lastly, the pouch you included was a nice surprise and could've been useful, but the one you sent me is noticeably torn and unusable. Just thought you should know.

btw, so far from what I tried, the juice is good.

Thanks,

 

[longShot]

I just ordered an Xhaler, charger, extra batteries, and some attys. I paid well over a hundred dollars and all they did was throw all my items loose into an envelope. No padding whatso ever! The Xhaher itself wasn't wrapped or boxed in any way! On top of that, the 510 tip i ordered with the xhaler was nothing more than an 801 to 510 adapter. The product age clearly states that the xhaler comes with 801 and 901 TIPS. The 510 add on says its a 510 TIP. Not ADAPTER. I payed $12 extra for something i already had. He even sells the ADAPTER for $9. I have several of these adapters from another vendor and it cost me $2 a piece. I pmd him and his response was that that was what he paid for for the ADAPTERS and didn't explain why it's described as tips instead of adapters. He also never gave me an explanation about the poor shipping condition. I love their juices but that is some BAD customer service.

 

[longShot]

...would like to add the Xhaler is great and works like described.

 

[Turco Chips]

Something doesn't sound right. I made a mistake on my order this morning and emailed the contact link on the nhaler website and got an immediate response and my order fixed.

Thanks Aisa!


TC

 

[Drewsworld]

Im sorry you guys had a bad experience...First of all the Priority shipping is what we use for larger orders and we do try to give business cards (with an explanation of the PV) and free bags with all orders...The envelope, label and bags are not free for us but is built into the shipping cost...We ship all our orders out within 24 hours and and keep our prices as competetive as we can...As you may know we send everything USPS and they have a tendency to occasionally pley kick ball with the packages...Im sure your package was packed into an Nhaler bag when it left here but how it came apart...As I told you in the PM, I bought the adapters from another supplier here on the forum and promised him to not sell them for under $12, because I did not want to compete with him...He did me a favor and sold me them so I kept my word and will not sell them for less....The other ones that I have are different and are from a different supplier that I paid less for which is why they are cheaper...AS far as the ones from China , Im sorry I cannot compete with their prices as there is big cost and risk factor that I take when I order that you take yourself and pay when ordering from them...I tried to explain this for you in the PM, but I guess I didnt explain myself clearly...I also want to apologise again for the items coming out of the bag and let you know that I spoke to my workers and let them read the PM so that they would be aware of the potential problem...Im sorry you experienced the problems...
Drew

 

[hittman]

I am very surprised to hear these posts. Drew has alway taken good care of me and been responsive above and beyond. It must have been a mix up or something. I think it would be worth giving Nhaler another chance.

 

[alphafemale]

I'm with Turco and Hittman. I too am scratching my head. Sorry you had a bad experience.

 

[Conner]

VERY strange events, I've not been ordering from Drew for very long, but every order has been prompt and packaged nicely in the mailing bag. I'm assuming NHaler gets the pouches in bulk, and perhaps a goof slipped thru without anybody catching it, manufacturing glitches can happen.

Hopefully everything works out.

 

[ericscott]

I have orderd from drew about 3 times and i have notice that he sends 1st class and charges 7$ now it still came in a timely fashion but he should only charge 4 first class if thats what he going to use thats my 2 cent.

 

[debook]

Sorry to hear you had a bad experience, don't give up on them. I have been happy with the customer service so far, had a mix up on a previous order and it was fixed right away and the wife got a nice surprise when she ordered her KR808 from them. I'll definitely be ordering from them again.

These people go the extra mile to give us great alternatives to analogs and my xhaler is by far the best of all the hardware I've bought. I definitely have had much worse customer service from other e-cig vendors, not from Nhaler.

 

[cfrazer]

I have only ordered a couple times and had good experience. whenever I place an order with any supplier I assume they have to make a profit, and honestly I don't care if they do that from shipping charges, or the price of their product. Drew also offers a coupon code to offset the price. I personally feel maybe he should charge an expediting fee because he ships so fast, some suppliers takes a couple days to process the order. In short if you look at the total cost of your purchase including shipping, etc.. it's fair. I hope you give them another shot.

 

[cos]

im with Hitmann and alpha on this myself. ive never had a problem with Drew. My orders have always been just fine aand always got a response. also my Xhaler was loose in the package also BUT it was wrapped in bubble wrap. Nhaler is a busy outfit and sometimes people make mistakes so try to give them another chance. they have top shelf products. Sorry you had some problems.
Cos

 

[Up In Vapor]

I've been ordering from Drew since last October and have been more than satisfied with the service and delivery I've received. Not every order has been perfect, LOL, but Drew has never left me hanging on any issues. I know he has brought in some new people to help out so he can focus more on the new products he is developing. I would recommend Drew's products to anyone and I pass his card out often with confidence that he will take good care of them. I feel bad that this happened with your order, but mistakes do happen and Drew has a solid reputation for correcting any mistakes and going the extra mile for us. I hope this is resolved to your satisfaction and that you continue to enjoy the best juice from NHaler.

 

[WindyCityMike]

I have to say that the packaging of orders has gotten worse the last few orders I have made. Used to have the wooden boxes, and then the plastic boxes to protect the order plus bubble wrap. Last few orders have been a thin bubble mailer envelope. I had 6 loose 30ml bottles with 5 loose atomizers bouncing around in a small bubble mailer envelope, I had to double check that I made the order at Nhaler.com

The atomizers worked and the bottles didn't break, but it just wasn't the normal cafeful packaging earlier orders had.

 

[Up In Vapor]

I have to say that the packaging of orders has gotten worse the last few orders I have made. Used to have the wooden boxes, and then the plastic boxes to protect the order plus bubble wrap. Last few orders have been a thin bubble mailer envelope. I had 6 loose 30ml bottles with 5 loose atomizers bouncing around in a small bubble mailer envelope, I had to double check that I made the order at Nhaler.com

This does sound like something Drew needs to look at and improve upon, honestly. I suspect this has more to do with training than with Drew not caring about our orders and shipments. Thanks for adding your input to the discussion.

 

[youtubecommercial]

8 months and never a issue with bad customer service, It is few and far between that I ever read a post were someone isn't happy with Nhaler, sorry it happened to you But we don't live in a perfect world and there are no perfect people .. It will happen from time to time .... I do see he posted a reply to you here on the forum and tried to explain better .. To me that is a stand up... up front company

 

[bornagainst]

only ordered from Drew once, and to have his back, he shipped friendly and fast to Canada.

Everything packed in a cool box and everything.

 

[d4rk3]

Always happy with my orders from Drew. I will agree that the 510 TIP should be listed as an adapter but oh well, as was said mistakes are made and .... happens.

 

[alphafemale]

and as with any growing business ....... is gonna happen from time to time. The shipping is an age old discussion. Here's a shipping story for you: my mom was gonna buy some downloadable software-they wanted to charge her $10 shipping-figure that one out!!!!

 

[cos]

Alpha lol you do know your going to hell dont you? lol. sorry couldnt pass this one up. you know im kidding., it must be my pain meds kicking in again
Billy G