Hair inside juice bottle!

[wacko78]

Hi,

I bought some juice from a well liked vendor on ECF. When I received the juice, I put it away for some time to let it steep/settle.

A couple of days ago, I wanted to try some and I noticed a hair in the bottle. It's a long thin white hair, not sure if it's human or animal.

I didn't know what to make of it. So, I contacted the vendor to express my disappointment. I received a reply from the vendor that just kind of rubbed salt in the wound.

I will paraphrase their response. They said they will replace the bottle or refund the purchase, provided I send back the bottles.

That threw me off for a couple of reasons.
- Vendor requested to juice back for a refund. What do they plan on doing with it? Resell it?
- There is no recognition of a mistake or care that they are making the juices in a potentially unsanitary environment.

Mind you, in my email I didn't even ask for a refund. I just wanted to bring this to their attention.

My first thought was to take a picture and post in that vendor's thread but I decided against that.

How would you handle this kind of a situation? It almost makes me wonder if the large juice makers in China have better/cleaner facilities.

Thanks.

 

[Robotfactory]

The large juice makers in China have MUCH cleaner facilities. The juice in China is made in pristine factory settings, whereas the bulk of US vendors are "mom and pop" setups and they are more than likely mixing your juice on their kitchen table.

I could careless if they are mixing on their kitchen table, that is where I do my mixing. I DIY most of my juice, but the juice i do buy is from small US vendors.

If I found a hair in my juice I would be a bit bummed, and would probably ask for it to be replaced. I am also not that wigged out by a hair. People flip when they see a hair in their food at a restaurant...while that is not ideal, there are human beings preparing your food...humans have hair. It happens.

Is that the entire email response you received? It seems like just a portion of the email. What was your exact first email to them? It is kind of hard to judge that one sentence response without knowing what your said, and what else they said.

 

[Unspokenzero]

Can we see the entire response to your email? It seems like they are being very upfront, yes a little lacking in customer service. They are willing to replace and/or refund.

They probably want it back so that they can look into it and see if there is something they could do to prevent it from happening again. Hair is everywhere. I understand that is not something none of us want to be vaping after we found it, the risk of disease or worse. I would request a replacement.

It was wise that you didn't go defacing the name of the vendor. Like Robotfactory stated many of these small vendors are mom and pop operations that mix at home. Sometimes no matter how hard you try to create a sterile environment at home accidents happen.

 

[wacko78]

That is the exact/entire response from the vendor. I realize everyone has different tolerance for hair etc. I'm usually not grossed out by a hair but the response from the vendor just shows very poor customer service.

 

[melloyello]

chances are they will include something extra with the return order. maybe their response wasnt what you were looking for but at least they are willing to replace it.

 

[markfm]

Weird how things pop up in groups. Just a couple days back someone else had a pet hair thing, but it was under the label. Wonder if it was the same vendor.

Hair under label, no biggie. In bottle, not cool.

I strongly doubt any vendor would try to resell a bottle. A whoops, sloppy, should be corrected, but it sounds like that is what they are trying to do.

 

[albertbert]

You should post a picture of the bottle, and the which vendor it is in your negative review. You are right not to do it in their thread or section, that's not the place for that kind of thing.

It's really gross finding a hair in your juice.. Shows a real lack of cleanliness on the part of the juice maker. The response was pretty bad too, they deserve the negative publicity. They should of apologized to you, and send you a replacement.

 

[GWG73]

If they're replacing the item for you they have a right to have the product back. Not that you would, but what's to stop you from removing the hair, vape away, and enjoy your two bottles if they just send you another. I highly doubt they want it back just to sell it again.

 

[ogredog]

Send them a bubble wrap envelope with a couple dog turds lol Just remember the return address should not.have your name and real address..... at least you will feel better lol

 

[newq]

as a vendor, I know they must have heard them all. I know I would be skeptical of any such claim. They probably want the product back not to resell but more of a confirmation that you are not just trying to pull one over on them. It seems pretty crappy but then again so are those that use this sort of excuse to obtain additional freebies.

It's a fine line being a vendor between good and acceptable customer service and letting yourself be taken advantage of. Some people dont care for the excuses or other niceties of simple conversation when it does not help the end result of their customers quandry. I for one beleive that when its business it's business. Tell me what you want, I will provide as I can where reasonable.

 

[cags]

it really pays to be nice when complaining. don't yell, curse or send gross things in the mail to them. all that will accomplish is to give the vendor (or company of any sort) a bad attitude toward you and your problem ......

 

[wacko78]

That is flawed logic. I never asked them for a refund or a replacement. I simply sent them an email stating my experience. Also, me sending them a bottle with a hair in it proves nothing.

 

[wacko78]

I'm a little surprised by some of the responses, the tone is ALMOST accusatory, that some how I'm trying to pull one over the vendor. I haven't requested a replacement or a refund.

This is my original email, verbatim with vendor specific information removed:

Hello,

I placed an order some time ago and just put away the juices for some time to steep.

I ordered a XML bottle of X. A few days ago, I decided to vape some and noticed a long hair inside the bottle. It was a thin long white hair. I don't know, if it's a human hair or from some animal. I didn't know what to do, so today I figured I'll send an email about my experience. It's not pleasant finding a hair in something I might vape. It's gross. I will not be vaping that bottle. I don't know what I'll do with that bottle or with other juices I've purchased from you.

 

[cags]

just an fyi, I was talking in general terms in my post, not about you specifically wacko

 

[GWG73]

That is flawed logic. I never asked them for a refund or a replacement. I simply sent them an email stating my experience. Also, me sending them a bottle with a hair in it proves nothing.

It's not about proving anything really. They are offering to fix the problem at hand, and merely asking for the faulty product to be returned. This is probably one of the most commonly acts done. If you received a faulty PV, you wouldn't expect to get a new one sent and get to keep the faulty one. My opinion is that you can't really draw the line here....a product is a product.

I'm a little surprised by some of the responses, the tone is ALMOST accusatory, that some how I'm trying to pull one over the vendor. I haven't requested a replacement or a refund.

I don't think anyone was trying to come off that way wacko, but rather just give you some insight as to how the vendor may see things. I believe you found a hair in your juice. Why do I believe you? Because I have no reason not to. But, that doesn't mean that I don't want that juice bottle back so I can see for myself. Maybe I have 5 people working for me in my shop and I'd like to try and see who made up your bottle. Maybe I'd like to know this information so I can try and insure it doesn't happen again. Who knows, there are a ton of reasons they could want the product back.

This is my original email, verbatim with vendor specific information removed:

Removed due to ECF rules

Okay, I manage hotels by trade. This is a fundamental problem in the customer service industry imo. What you have presented them is not a voice of concern for the situation. I know you see it that way, but it's not so. What you have sent them is a request for a resolution. You were very detailed in what the problem was, but in addition, you added that you didn't know what to do. IMO, you left them no win/win response. If they just said "sorry", you would have been like "what?". If they did what they did, you are in the boat you're in now....somewhat offended. Had I been them responding, I would have pretty much did the same thing, but it would have been prefaced with "I'm extremely sorry this happened, and rest assured I'm going to look into the situation"....then proceeded with the options they gave you. I actually think they were spot on with the solution. They offered to replace the bottle, or since you mentioned somewhat of a put-off of the whole thing, a full refund. I think they went the extra mile with the solutions.

I'm faced with complaints frequently (some valid, some BS), and it almost never fails. They complain about this or that, I apologize sincerely, explain what I'm going to do to rectify the situation, and thank them for bringing it to my attention. They sometimes are happy with the response, and sometimes just stand there waiting for me to offer them something. It would be so much easier if I could read minds.


I understand how you're feeling about this. I'd be telling a lie if I said I'd never been put off, or offended by reactions I've gotten in the past...it happens. But, try not to take it personal, I don't think it has anything to do with you at all.

 

[Alaricnj]

Gross but....

Extra Flavor? sometimes you just haveto laugh. They offered you a refund, mistakes happen. And to the person who claims China operates with pristine factories; have you heard of lead before? Pristine is over the top. BUY USA.

 

[AlmightyGod]

First this thread:
http://www.e-cigarette-forum.com/forum/showthread.php?p=5959570

Now yours.

Maybe the OPs should compare notes (or hairs) & see if it's the same company.

Once again though...I'd still vape it.
PG kills germs, & I'm picking dog & cat hairs out of my mouth on a daily basis anyway.

As far as returning the bottle goes: just because you are honest doesn't mean everyone is honest. Lots of people come to ECF & bum free stuff like people used to bum my cigs. I'd want the juice back if I was the vendor. Call it what you want, but I don't think it's out of line.

 

[BananaCreamPie]

OMG I found a pube hair in my bottle!

 

[AlmightyGod]

OMG I found a pube hair in my bottle!

Male or Female?

 

[gtianz]

just vape away......

dont see how a little hair is going to negatively impact the juice. If really worried about the hair just throw the juice into an old empty bottle.