Help >> Missing items in my order and having issues getting a response from vendor

[bjorken]

Hi Ben and Alien Visions folks --

So sorry to keep bugging you about this, but its been about four days and I've gotten no response to the two voicemails I left, or the help ticket I put in. I read the note on your site about the transition you're going through, so I totally get it if it's just that you're crazy busy. That said, it would be really nice to know that I've been heard and the issue is being addressed.

It's pretty simple -- my $45-ish order was missing two items. i got all the samples I ordered, by no Boba's and no Gorilla Juice. The included receipt with the package showed tick marks made in pen next to all the items that made it into the order, but the two missing items didn't have tick marks. I'm guessing someone just spaced out while packing the envelope. If it's a stock issue, it wasn't noted.

Anyway, it would be nice if the missing items could be shipped out. Would really like to try the product and... not pay for something I never got. Again -- I'm sure this was all just a mistake, but please fix it guys!

Thanks.

 

[jifjifjif]

They will get to you. From knowing these wookies, I say that with confidence.

 

[bjorken]

Thanks -- good to know! It's been about six days now and no response. For what it's worth, I'm attaching a picture of the invoice. Looking at it again I was mistaken -- three items are missing, not two. See in pic below how there's a tick mark next to three items -- I got all of those. The ones with no tick mark were missing from the order...

I'm still totally willing to chalk this up to an honest mistake and the fact that AV has been upgrading/transitioning. But it's almost week now guys. Please -- I *want* to be a loyal customer...

 

[ckone180]

Wow, they've had a run of not returning folks communication as of late. Hopefully they don't give you a pitiful excuse like their phones have been down, and the internet is laggy, and I felt a draft, my sons ball game ran long.

This sounds very bad for AVE's CS. I was just becoming addicted to BB and GJ, now I worry about sending my hard earned money their way.

Good luck!

 

[Killjoy1]

Per their announcement, the help desk is down this week since they were out of the office a lot, so likely when they start digging through the tickets it'll take a while for them to get 'em all answered. Have faith that they will get back to you eventually and sort you out

 

[Porphy]

We'll be back tomorrow and we'll be able to take care of everybody then, the only reason why we haven't answered any tickets is that we haven't been in the office (as posted ). You'll see people post like this often since we tend to answer back within 24 hours, but sometimes mom & pop need to BOTH leave the shop.

 

[bjorken]

Thanks Ben! Got your email and looking forward to trying out the juices everyone's been talking about!! Thanks!!

 

[bjorken]

I just wanted to follow up on this thread to say that AV set it all straight.

Also, it was worth wait -- Boba's and Gorilla juice are as great as everyone says. At first Boba's tasted a little too sweet for me, but a few hours I got accustomed to the flavor and now am loving it.