I cannot believe this is "customer service"

[madangus]

Ordered something over labor day, got an order confirmation, then nothing.

It gets to Friday and all my other labor day orders have arrived.

So I post on FB, then realize i can reply to the confirmation to open a "ticket".
Open ticket.

(Of course their FB group is like a cult so theres a zillion oh they are busy replies. Really? My 2 $18 tanks showed up already, this was a $200 order)

They ship it again and as soon as I see the confrmation with tracking I say HEY, I have never lived in GA this has a completely random address. They assure me, its ok we fixed it.

Today, I see from tracking it did indeed get delivered to some random person in GA. I email them.

Them: I corrected the address on my end, but it looks like the computer overrode that and still shipped it to this address
Me: I skimmed their message sent my address...
Them: Yes, I know that. I am asking if you know what the other address is, or why it is on your account?
Me: (Getting pretty irritated at this point) I have no idea, never lived in ga
Them: Ok, well we will have to reship it, and I'll make sure it's manually put in so it doesn't auto correct. We are done shipping for the day, but if you can remind me in the morning I can get it out.

What the [HASHTAG]#24324[/HASHTAG]@$@#$@#!!!!

So let me get this straight:
1. You mess up and don't do anything for a week
2. Then you are too lazy to really fix it friday
3. Then you get snippy because I am not answering your questions satisfactorly
4. Then I'm supposes to remond you to ship something I ALREADY PAID FOR!!!

I really like this product but I am very tempted to just call my CC get a charge back and tell them where to stick this arrogance.

</rant>

I just can't believe i am supposed to remind them to fix it. Noone else makes this mod and it is my current favourite, but man oh man does a big part of me want to reply and say hey sorry this is too much work just refund me.

 

[graybeard]

I believe the correct term for what you are experiencing is cuss some more service. Sometimes it seems universal, especially from our many friends in China.

 

[madangus]

Lol this is from a us company. and its not a cheap mod but stupid old me likes the idea of american workers being able to make a good living. Grrr.

On the same day one of my bottles smashed in the labor day alice in vapeland order... 1 email, they were super nice, replacement coming.

It just sucks you know? Cause now i feel like an idiot for giving these clowns any $ at all

 

[SpaceApe]

Wow, what horrible luck. I hope your issue is resolved sooner than later.

 

[Bad Ninja]

Let me guess..
Facebook only type company?
No physical business address?
Overpriced mod with TONS of online hype?
No business lisc?


Why people spend money with these people amazes me.

 

[madangus]

I will see what they say. Grr.

Ok, so I am getting pretty frustrated at this point and I really do not think this is acceptable customer service.

I already contacted you on Friday and warned the address was wrong, then I had to follow up again today, and now I have to contact you tomorrow to remind you to send out the order that you received payment for last week? I'm sorry, I just find that a little rude. I wouldn't get away with that kind of response at my job. Would you send goods to people and tell them, just email us tomorrow to remind us to charge you? I don't think so.

This will be my third REDACTED, which means I've paid hundreds of dollars to support a great product, hopefully helping you folks make a decent living. I am on the facebook page and recommend the mod to people, I am a pretty good brand ambassador I think. This treatment just makes me feel like an idiot for ever purchasing anything from REDACTED.

I'm hoping it was just a bad day, but I need some gesture here to show that I am even vaguely appreciated as a customer.

Every other labor day order I made arrived last week. One of the juice orders had a broken bottle and it took only 2 very nice emails from them and they have shipped out a replacement already.

The only reason I am not canceling right now is because the finished product is fantastic. But no one likes being taken for granted or treated as an annoyance. Part of the reason for me paying the high price is for the customer support and service. Take that away and I could just find the lowest price on an import, frankly.

I don't want to be even having this conversation, I just wanted another REDACTED. Please make it right. I do not want to feel like a fool for being a customer.

 

[madangus]

Let me guess..
Facebook only type company?
No physical business address?
Overpriced mod with TONS of online hype?
No business lisc?


Why people spend money with these people amazes me.

Alas, no to all. Except maybe the hype.

Established physical presence, licensed.. Overpriced? I don't think so. I mean if you look at the parts sure. But thats never the whole cost of anything. And if something is made here it is likely going to cost more, so hopefully american workers can actually make a decent living. I don't mind that trade off at all. But when I get this kind of attitude it really grates my bones.

 

[madangus]

Lemme see what they say, I think that is the correct ECF protocol for such things. Some of it could be that they have a somewhat cultish following(maybe?) and no one calls them out on it or its a bad day on their end. Mostly I posted to vent and to check that I was not just being a terrible customer, which I can see now reading it back, I am being a freakin SAINT.

 

[retired1]

No. We shall not name the company. Otherwise the thread goes **poof** and the OP will have to post in Negative reviews. It's already borderline.

 

[madangus]

I don't want to break any rules, just needed to vent.

If it was a FB page single person kind of thing I would expect long lags etc @Bad Ninja

 

[Bad Ninja]

I personally do not do business with ANY Facebook only "business".

They are not legit businesses. If they were, they would have a lisc, contact information ( not Facebook), business address, and a phone number.

If they don't have enough faith in their product to open a business, you cannot expect reliable customer service.

It essentially IS some Random guy on Facebook.

You are lucky if you actually receive a mod.

 

[madangus]

@Bad Ninja Exactly. This is not a fb only business, just a business that has a facebook page as well as a store etc.

 

[Bad Ninja]

Ahhh
I see.
Just think how much fun it will be to deal with them if there's a problem with the mod.

 

[stevegmu]

How does one return a mod under warranty for service to a FaceBook address?

 

[madangus]

Well, @retired1 you can kill off this thread. Not sure why I got the response I did, very unusual for ECF. But yeah, thats a wrap.

 

[madangus]

How does one return a mod under warranty for service to a FaceBook address?

Did I do something to offend you? It is a store obviously.

I'm sorry if you took the post in another thread the wrong way. I was not trying to attack you in any way shape or form.

 

[retired1]

Well, @retired1 you can kill off this thread. Not sure why I got the response I did, very unusual for ECF. But yeah, thats a wrap.

Done. If you wish to post here: Reviews of Suppliers - Negative | E-Cigarette Forum Feel free.