How Wicked Customer Service lost a customer

[Earl]

This is related to the Store location in Bradenton Florida, which is no way connected to the Online Store or the service they provide.

I live in Parrish Florida, approx a 40 minute drive from the Bradenton TW Vapor lounge.

I purchased 2 sets of the new T-tank Kits in Feb 2011 and before the month ended all the attomizers leaked, by the first week of March, 3 of the atomizers where dead.

I returned to the shop with the 4 attomizers, hoping to exchange them for cheaper non-tank veriety. I was in the neigorhood anyways..

This went down in a way that suggested warranties are ignored, at least at the store location.

My first words - I bought these 3 or so weeks ago and found they all leaked.. (interupted)
From behind the Counter - That is what happens when you do not use them properly.
He proceeds to use a machine to blow air into the Atomizers, explaining how I should clean them, properly maintain them, etc
Then hands me a sheet of paper with usage and maintance instructions.
I try to make him understand i am not interested in using these atomizers anymore, again I get interupted and he basically tells me that they are no lonegr under warranty
I try to explain I have had them for less than a month
he asks for my reciept
I do not have it but it should be in the system
He states the "PC"/ System is down, so he cannot pull up anything - which is sad if it was true, because that would mean he can't sell anything either.

This whole time, his mannerism is not one of kindness, helpfullness or even slighty suggesting he cares, its more like, defensive, accusational, smug

I thank him
I go to the Red Barn flee market
I spend money on 2 new kits and threw the tank atomizers in the trash.

I will never purchase anything from the TW store again.

Only reason I am sharing this is because I am in the Customer Service occupation and do not see how any business can treat anyone that way and succeed.

So anyways.. fair warning.. you dont always get what you pay for... at the store.

 

[ZooKansas]

I would be frustrated with that experience also. I'm expecting a "Tornado-Tank" kit in the mail soon, and am hoping it will work for me. Always good to keep those receipts, although I've never experienced going to an actual store.

 

[wickedmama]

wow that is HORRIBLE, there online store customer service is nothing like that at all. They are always willing to help no questions asked

 

[Miss Wicked]

Hi Earl

I am extremely sorry and shocked to hear of your experience in the TW store recently.
Please could you PM me with your name and contact details as I would like to look into this further for you.

Thank you
Louise

 

[Wasur]

Earl please respond to Miss Wicked's post and then post back here to comment if TW fixed it please. Would like to know.

 

[capt12b]

I have always found the staff at the lounge to be friendly and helpful

 

[Miss Wicked]

Hi Earl

I don't seem to have received any PM that you may have sent, I would like to resolve this as soon as possible for you so please do get in contact at your earliest convenience.

Thanks
Louise

 

[heymichael]

I placed an order for some atomizers yesterday morning, an hour and a half BEFORE the store opened. I just called and was told it takes 24 to 48 hours before orders are shipped. Considering I live approximately 60 miles away, I could have driven back and forth a dozen times. Is this always the case? You were paid immediately.

Hi Earl

I am extremely sorry and shocked to hear of your experience in the TW store recently.
Please could you PM me with your name and contact details as I would like to look into this further for you.

Thank you
Louise

 

[SilverBear]

Is this always the case? You were paid immediately.

Just thinking here... it's a stretch, but... there may actually be other people who also placed orders. I don't know that for a fact, but just throwing it out there for consideration.

 

[heymichael]

I would hope so, but a 48 hour turn around? I can receive orders from across the country in that amount of time in most cases, just sayin'

 

[ancient puffer]

Have you contacted their customer service? I (personally) think 24-48 hours is reasonable, and although I admit I've seen some vendors that ship faster, I doubt they do the volume of business that TW does. Still, if you think you have a valid complaint, that's what customer service is for, I'd at least give them the opportunity to work with you to resolve the "issue".

I haven't always gotten the best service from every vendor I've dealt with, but I have to say that TW seems to make every effort to provide good service, and their customer service people are top notch.

 

[laurel099]

I haven't been thrilled with TW customer service either. I've already had my issues long ago and stopped purchasing but lately...I've been helping new local vapers most that had only shopped at TW. Customers were told they'd get certain goodies as freebies for referrals...when they brought in friends, they were given cheaper stuff instead of what was promised.

One vaper showed me how TW folks had showed her to use her kit. They told her to add FLAVORING CONCENTRATE to her atomizer and then a drop or two of base for vapor production. Umm...hello! They basically had her vaping flavoring I literally ended up sitting with these gals a few hours, showing them the ropes, explaining that flavor concentrate should be mixed/diluted before vaping.

I am always floored to hear the stories of how vapers are taught to vape by TW employees

I think it stinks that we have a local store which would be awesome if it was well run. I don't even go anymore as hours kept changing and I have driven there before only to find out they were closed when the hours stated they'd be open. I can't tell you how many people I have had to teach about vaping after they've been taught by TW employees. By now... TW should have its act together IMHO. I know 2 new vapers this week that are now tickled to bits to know that TW isn't their only option. Yes, it's the most convenient but after the service they received - they are moving on... just as all the others I meet who start at TW. I hate this.... I think by now TW could become a powerhouse. Employees should be well versed in vaping and giving correct information out to new vapers. Get it together please!!

End of rant!

 

[Earl]

Sorry for not getting back sooner, I have not been back to the site or the store since this last posting i believe..

I really appreciate the kind and helpful replies..

I am moving to Bradenton and may give the store another try in the near future.

 

[pillbox38]

Earl>> Not good i agree its been difficult to manage from a far and the staff member has been sacked, not because of this but because of exactly this type of attitude, the team is improving and we always will work on issues like this.

Please accept my apologies and try us again, as a mystery shopper , then pm me with your experiences. It would be good to see how you fair..

 

[ancient puffer]

(Its not that often you see the company owner step in to get things straightened out. Hats off to Jason and his business ethic)