Haven't gotten my order yet, and I'm already concerned.

[berube27]

Long story short, I placed my 1st FSUSA order two nights ago and realized in minutes that I had made a mistake. So, I instantly sent a reply/request to edit the order. nothing that would change the cost, merely a juice flavor change. didnt hear anything the next morning, so i sent another email. still didnt hear anything, so i sent a message to them from their own site... STILL no reply. Now I have gotten an email that says it just shipped.

if this order arrives and its wrong, i'm gonna be a bitter customer right from the get go. im the kind of customer who doesnt care what it costs me... customer service is the #1 priority when it comes to keeping me from going back to analog.

i will report the results when it arrives.

ALSO. this company and ANY company should make it a common biz practice to ALWAYS have a phone number for people to contact them. e-tailers drive me NUTS with this!

 

[salemgold]

I am sorry that this happened to you. In the future you may want to call the phone number listed on their site front page. They have mentioned that they always have the phone available but are not always able to monitor email.

 

[berube27]

OMFG. i just went to the site and looked for the number. after scanning the page i saw it. unfortunately, i did what you would think is the proper place for a phone number and clicked the CONTACT US link... nope. no phone number there! ugh.

that being said, shouldnt the phone number be listed in the emails they send you? the email says if you have a need to contact them about the order, to reply to the email.

 

[Stu99]

Try going to the site and logging in to see previous orders. Maybe, possibly, by chance, they changed the order where you can see it? Don't know. Just trying to help out. I try to give the vendor the benefit of the doubt the first time. If a mistake IS made, its all about how they deal with it. That's what makes me go back and order again. What drive me nuts is the vendors that get your order and immediately print out a shipping label (so it shows as electronic shipping info received) when you try to track it) but they don't actually package the order and ship it out for 2 or 3 days. I am currently waiting on a package that is in that "black hole" right now. Ordered late sunday night. Got an email saying they "sent me a package". Now its 3 days later and still shows electronic shipping info received.

Stu

 

[vivictus]

I don't want to sound like a jerk here, but if you went through the entire checkout process and then realized you made a mistake, you can not fault this company for not correcting YOUR mistake in a timely manner. Many companies take orders and fill those orders, while another department possibly takes the emails. You can not fault FSUSA just because you made a mistake. Sure, I hope they fix the mistake, but it is YOUR mistake they are fixing. If you were to order a DVD from Amazon and suddenly realize it was the wrong DVD, do you think they would fix it over email? No, you would get the DVD and then have to ship it back for a refund because it wasn't what you expected. Just saying, don't bad mouth a company for your own mistakes.

 

[berube27]

viv - first of all, yes, i can say whatever i feel about a company whether you agree with it or not. second, THEIR EMAIL stated to email them if something was wrong, which would imply that they READ their emails. third, if they didnt want us to respond to their email, they should give us a more viable way of making contact. and lastly, YES! I have contacted amazon, ccs, and many other e-tailers to change something before shipping... and guess what... they were able to make the change! so dont you attempt to tell me that a company who isn't even aware of four emails (at an address they claim to check) over 3 days, should be granted the "excellent customer service" banner. did they respond and say they cant change the order?! FINE! tell me. i screwed up. my bad. but if a company isnt even aware that they should be checking the email system which is designed to give them information about their customers orders (i.e income stream), then what type of service would you call that viv? awesome? stellar? you know the answer...

and viv. i havent bad-mouthed them at all. i have stated facts. bad-mouthing isn't a possibility until the transaction is wrapped up. i HOPE to be telling you all how awesome everything turned out.

stu - yeah. im always willing to give benefit of the doubt as long as someone can communicate with you. honestly, how i'd like them to deal with this has nothing to do with my order at this point. i want em to fix their website to reflect their phone number where it says CONTACT US and i want them to start sending out order verification emails with phone numbers and email addresses that wont be ignored. to me, these two items tell me that this "company" may be too busy to handle more customers. so as vaping becomes more the rage (which you all know it is) and everyone and their mom is clamoring for the "best ejuice ever", what do you think is going to happen to a company that can't handle the success? they're gonna start screwing up all of your orders and REALLY not communicating.

in the end everybody, dontcha think it is good to think about things like this? you are giving these companies your addresses, phone numbers, ages, CREDIT CARD NUMBERS... wouldn't YOU want to feel safe in knowing that you have chosen a reliable company?! sheesh...

 

[ab357]

Curious? What about your posted experience would imply credit card information isn't safe? The 24 hr toll free telephone number is prominently listed on the front page of the website. There is nothing "broken" with the website. They don't make anyone go as far as clicking "Contact Us" to get the phone number. In fact it is impossible to get to the contact us link without passing by the prominently displayed toll free phone number.

You were also apparently aware of this forum. A forum that is monitored on a 24 hr. basis by a team of six. A team whose sole purpose is to monitor this forum. If no one responded to your email, why not post here before your ordered shipped? Your order was processed and shipped within 48 hrs. That's on made to order juice? The email address from which your invoice etc. came from is an active address that is also monitored. Since you waited until after your order shipped to post here, I can't find out if your email slipped through the cracks or not.

Hopefully your order meets your satisfaction. There are hundreds if not thousands of regular customers that can verify this company does its business quite well. Please feel free to call the toll free phone number today if you have concerns regarding your order.

 

[TexasT]

Whoa. What is everyone getting so excited about?

berube27 placed an order and requested a change. Sent some e-mails regarding the change and that's fine. He didn't hear anything back, and that's maybe not so fine, but kind of understandable right now.

berube, FSUSA is moving to their new Vape Lounge in Tucson. In fact the move is probably taking place right now. This likely means there is all kinds of activity, problems, glitches, kids running around, computer hiccups, employees with questions, you know the scenario, you've gone through it too.

Your order will come and I hope its the way you want it to be. If not, they'll make it right and if that's a problem there are people right here on this site that will help. You might have to be a little extra understanding right now during this move, but you're a good guy and now that you know the circumstances I know you'll deal with it the right way.

Man, if I was in a nice place like Presque Isle, PA nothing would be able to rattle me. And the rest of you guys, lets chill and see what happens. There probably isn't even a problem here.

 

[GrannyFrets]

I've just gotta stir the pot here a little. You know, that's what grannys do...stir the pot. I noticed that berube27 joined in Oct, the same time I did. I had no idea that this forum was monitored 24 hours a day..much less by 6 people. If I had a concern with an order, I doubt if I would've given a thought to positing on here for a solution...BUT if I just wanted to vent a little, I probably would consider posting about it. Tolerance is a very good thing to practice with new customers. Circling the wagons just might run them off for good.

 

[mauisun]

Sorry folks Pamela and I have been knee deep in interviewing new perspective employees for the lounge. We got lucky and wooed away a general manager from a very popular bakery/restaurant and he is working hard to bring in a bunch of qualified peeps for the new lounge.
I think sometimes folks don't know exactly how the computing world works.
The computers that process orders, company shipping labels is entirely different from the one I use personally for all of my emails etc. I get probably 2 bounced emails a day sometimes more where I personally reply to someone about stuff and their email kicks back to me. Never know one way or the other what the story was.
The last few days I have left my laptop at the store when going home at night so I can spend some quality time with Pam and the kids instead of staying up late answering emails etc. I still take phone calls up until 10pm and then start answering again at 0530.
personally I answer in excess of 300 emails a day. But at times I have to go take care of biz and don't get back to this machine for hours on end.
The phone is critical. anyone has a problem call me. If I can I will answer which is 95% of the time.
We aren't perfect folks, just like you we are busy. Folks have all kinds of ideas on how a business should be run. I would invite anyone complainiing to come work for me for a couple of weeks. I dare say not many would be able to keep up with me

 

[vivictus]

Wow, words in my mouth. It's ok, just calm down.

 

[757girl]

The people at FSUSA are great. I just came to them roughly 2 weeks ago and I place my order only based on what I chatted to people here about. I know that after my orders I normally received an additional email from a worker that they were working on my order. Not a computer generated email but an actual person. I don't know if you received one of those but that is another way to make your request known. When I first started vaping back in Dec 09 I think it was....I would sort of freak out over alot of my orders because I want this juice and that juice and changed my mind alot. 9/10 times the companies always made it right. One thing I can say is the customer service here is awesome.

I am sorry that your emails were not answered as quickly as you would have liked them to be. But they will make everything right for you..If you are low on juice or are out, I will offer some of my juice to hold you over. But please call and write the number down and see what they can do for you.

 

[Denrock316]

I had a mistake in an order. I received 5 cartridges instead of cartomizers. I managed to catch Pam on facebook get it fixed and received the correct items shortly after that. If your on Facebook friending Freedom Smokeusa can also be another way to make contact. It's also a second place to find out about sales.

 

[mauisun]

berube27,
just so you understand, ecg has rules about p osting copy and paste of private emails. I personally have nothing to hide in emails I send to folks, but ecf does have strict rules and everyone is expected to follow those rules
David

 

[Elendil]

Posting private emails anywhere on ECF is against the rules.

Quoting a post of a private email is also against the rules, please refrain from doing it as you make more work for the staff. Just report the offending post, don't quote it.

 

[LiFeJunKie]

I ordered from fsusa and realized that I ordered the wrong mg. I sent an email and got a response within minutes. I realize everyones experiences and opinions are different but I've placed many orders with fsusa and had no problems.
Now if my Menthol Ultra would just hurry up and get here I'd be happy!

 

[Cookie278]

Personally I find patience to go a very long way. Its is to be expected that now and then a order isn't going to go exactly right for a variety of reasons. But the two suppliers (and FSUSA is one) that I use, have both made good on any problems that have come up. And more often than not, have included freebies to make up for the issue, even when it wasn't their fault.

Seems to me alot of people expect/want overnight delivery and no mistake and immediate personalized service. How realistic is that? We customers are very spoiled, and need to relax a bit and save our frustrations for when its really called for.

 

[ThomasP]

Posting private emails anywhere on ECF is against the rules.

Quoting a post of a private email is also against the rules, please refrain from doing it as you make more work for the staff. Just report the offending post, don't quote it.

My fault. I didn't even think about the fact that I was quoting it.

 

[mauisun]

Pamela and I both want to that Elendil.. sometimes level head prevail.
ecf is an awesome forum. sometimes folks post hate here. Pamlea and I are not about that. Please refrain from it. If you aren't pleased in any way shape or form please call us. that is why we have a toll free number. Anyone else we have to question what your reasons are for posting hate. perhaps you work for other dealers. perhaps you just aren't a happy go lucky person. But really, if you did not call me personally, on the phone, anyone in their right mind has to ask themselves, pershaps this person works for other dealers who are not happy with us putting the squeeze to them
Seriously folks. lighten up. call me, I am here 20 hours out of the day
David

 

[ab357]

When did you start taking 4 hours a day off?


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