Anyone know what the current turnaround for customer service emails is like? I was sent a Root Beer Float that smells like it's butterscotch and is a different color from my current bottle of Root Beer Float.
Emails? I had to beg, and I mean BEG them to respond to the emails I posted on their site about a missing bottle of
juice. Let me start from the beginning (where else right
)
I made my first order from them, 18 bottles, stayed up until 1am in order to get the 40% discount on 12/23. I received my shipping confirmation email later that afternoon! I thought WOW, these guys are really on top of things. I upgraded to USPS priority shipping and received my order 3 days later. Cool deal!! Or so I thought. One bottle was missing from my order so I emailed them on their site 12/27. No response. So I emailed again 12/29 and called just to make sure they got the email. Answering machine---left a message. Later that evening, I was expecting a call back (that never came) I ventured to their Facebook page and noticed that customers were posting messages there about order issues, so I posted mine and gave them mad props on shipping speed, etc. Someone responded, "I"m on it. You'll get the
juice. I'm sorry." Fast forward to 1/4, I reposted again on Facebook reiterating my order issue and giving props for a few of the flavors I'd tried so far. No response. I noticed that they replied to posts on FB and not their email system. I had included some information in one of my emails that they should know and I felt was very important to their ordering system and in my FB posts I asked them to please respond to my emails, it is important you read them. So by 1/8 I was fuming
They got a paid order out in record time, but they seemed to be taking their sweet time responding to a problem. So I went on FB, restated my issue AGAIN and gave them the what-for about responding to customer issues and basically stating this was their last chance to get me my juice and make me a happy camper or lose my business. Within 2 hours I received an ACTUAL email from Jennifer stating she was sorry she didn't get my "message" and as compensation she upgraded my 10ml bottle to 50ml and shipped it priority mail. So in turn, I went back to FB, deleted my final post and reposted with a thanks for resolving my issue.
As a few have noted on this thread, they may have grown too fast too soon and with the great juices, yes their juices are really, really good, the turtle cheesecake is to die for, I think they are in a bit over their heads. I understand they only have 3 people running the show and they are working hard to get juices out as fast as they can. But the one thing I don't understand is, I always looked to see what their order status was when I was trying to contact them and most of the time it was open for orders. This being the case, why does it take them so long to respond to customer issues? With all of the order issues, why didn't they close the order system and catch up. Also, why have an email system on your site if you don't respond to it? Why did I have to go to FB and state my issue there?
IMHO VapeDudes, stop responding to issues on FB. I realize it may be good PR to help customers on a public forum for others to see and I respect that you guys realize the importance of PR. But with any business comes problems. Your first priority should be to fix the problems and not just fill the paid orders and set the problems to the side and get to them when you get a chance. Also, I've noticed other customer issues like my own, a missing product. With the other vendors I have ordered from there are check marks by each product ordered and initials or a stamp confirming all product ordered are in the package. Might I suggest you do the same thing. Save yourself extra shipping costs and get it right the first time instead of having to backtrack and send out a missing product while losing revenue in the extra shipping to completely fill the order. This is unsolicited advice, so take it as you will.
I applaud your graciousness of upgrading my order 5-fold; I would've been happy with the original 10ml bottle. However, I appreciate the upgrade very much. I understand you are going through growing pains as most small businesses do and you will work out your ordering and problem issue in time. I am still a customer and will definitely place another order in the future. Your turtle cheesecake is great and simply pear (combined with cinnamon roll juice reminds me of my grandmother's baked pears, YUM!) is great as well.
