I need a reality check

[The Ocelot]

In the last 2 months I've ordered close to $100.00 worth of products from a vendor. I got a package today and 2 of the bottles leaked pretty significantly. (For reference, the 2 bottles came to $5.80.)

My email to them:

Hi

I got my order today and 2 of the bottles have leaked out most of the liquid. I shipped it priority, so it would be in a box and not get squished, but there was a problem anyway. It looks like the caps weren't screwed on tightly. The ones that leaked are Dragon's Milk and my Cold Fusion creation "Cynic2." I have attached pictures. I would like replacements please. And major kudos to you for your policy of bagging the bottles, without the bags it would have been a real mess.

Their email back:

Hello !

We are sorry to hear you have experienced a problem with a leaky bottle.

---

Our Process: Our quality control inspects bottles, caps and inserts regularly to ensure they are manufactured in the highest standards and to our specifications.

We further check the caps 3 times before they are sent out to you: The mixer, the quality control inspector and the shipper who polybags your bottles. These 3 dedicated staff members ensure every bottle goes out is correct in both content and packaging.

Due to these processes, it is rare and unusual for a bottle to leak, and we regret any inconvenience to you.

We have credited your account for 3.50 and hope this is satisfactory.
View attachment 149181View attachment 149182View attachment 149183
Is it just me or does their response seem a tiny bit snotty?

 

[Plumes.91]

yeah that sucks. did you tell them how much it came to?

 

[murphyinsight]

Oh that sucks, I would ask to be reimbursed the entire lost amount, or that they ship you new bottles.

 

[vsummer1]

Nope. They were answering your question and trying to reassure you that this is a rare occurrence and letting you know what they do to ensure these things don't happen.

Perhaps you are confusing professional with snotty?

If you aren't happy with their credit, they did ask if that was satisfactory. If it isn't, write them back and tell them that while you appreciate their credit, you prefer they just go ahead and send the replacements.

ETA: if you want them replaced, and they don't do that THEN I would be unhappy. Give them the benefit of the doubt, you obviously like them enough to have ordered $100 from them right?

 

[zapped]

Which supplier is this> I wouldnt use them again.

 

[Plumes.91]

I think the response was professional and i think you should ask for replacements too.

 

[The Ocelot]

Perhaps I should have written "defensive" instead of "snotty." If a customer reports a problem, stating all of the reasons a customer shouldn't have a problem seems irrelevant. And I did ask for replacements. The bottles came to $5.80, but they decided to credit $3.50 to my account. I have no idea how they came up with that amount. It's not the money as much as it seems weird.

 

[danimal40]

my last order from ecblends also had a leaking bottle ...leaked like half the bottle....i didnt bother trying to get a replacement since the liquids are so cheap and out of the 15 or so orders ive got from them thats the 1st time it happend

 

[Plumes.91]

Thats exactly what I'm saying. I'm not discounting that its weird that they refunded you UNDER what you paid. That part is strange. But, if I owned a company, I would want to let a complaining customer know that we have regulations in place to prevent what happened (IF we did have regulations in place) and I would then either refund, or send replacement bottles. I don't think that the part where they tell you that they do have quality standards in place is necessarily snotty.

I think they probably only refunded you $3.50 because you have half of what you ordered in the bottles. THAT part is snotty and weird. Its weird that they believe they are only responsible for what was lost, and not responsible for the mess you had to clean, the general discomfort in not having ALL of the juice you ordered, etc etc... But that is probably why you only got $3.50 back.

 

[The Ocelot]

my last order from ecblends also had a leaking bottle ...leaked like half the bottle....i didnt bother trying to get a replacement since the liquids are so cheap and out of the 15 or so orders ive got from them thats the 1st time it happend

I had a bottle in a prior order that came leaking, but it was a freebie so I didn't say anything. I'm very glad they ship in bags because I like their stuff. I don't care how many times it was checked, it came sealed in a bag in a priority box, so I think there's a glitch in their quality control.

 

[danimal40]

just went on site to check their policy and found this

RETURNS & WARRANTY:
All products are sold without warranty of any kind and purchasers will, by their own tests,
determine suitability of such products for their own use.
NO CLAIMS FOR LOSS, DAMAGE OR LEAKAGE ALLOWED AFTER DELIVERY IS MADE IN GOOD CONDITION TO CARRIER, WAREHOUSE OR ECBLEND.

im thinking this is why they went into detail about it being checked prior to dropping off at usps..

 

[Plumes.91]

yeah i've had some bottles of ecblends leak as well. 1 of them actually ruined 1 of my 510 batteries. they might use a cheap bottle.

 

[The Ocelot]

Thats exactly what I'm saying. I'm not discounting that its weird that they refunded you UNDER what you paid. That part is strange. But, if I owned a company, I would want to let a complaining customer know that we have regulations in place to prevent what happened (IF we did have regulations in place) and I would then either refund, or send replacement bottles. I don't think that the part where they tell you that they do have quality standards in place is necessarily snotty.

I think they probably only refunded you $3.50 because you have half of what you ordered in the bottles. THAT part is snotty and weird. Its weird that they believe they are only responsible for what was lost, and not responsible for the mess you had to clean, the general discomfort in not having ALL of the juice you ordered, etc etc... But that is probably why you only got $3.50 back.

I agree with you, but I would have responded to a customer differently - like "We're sorry you had a problem. We pride ourselves on quality control, but sometimes things happen. We'll be happy to replace your order or refund the amount in full."

I'm not going to harp on this, as I'm not upset, just puzzled.

 

[danimal40]

yeah i've had some bottles of ecblends leak as well. 1 of them actually ruined 1 of my 510 batteries. they might use a cheap bottle.

i think its the new skinny tip bottles they just started using...never had a prob with the old bottles

 

[The Ocelot]

i think its the new skinny tip bottles they just started using...never had a prob with the old bottles

That could well be. I opened one of them and the cap didn't look like it fit very well. About 3mls was floating loose in the bag. It was a mess and took me a awhile to figure out which bottles they were since the writing on the labels dissolved.

 

[danimal40]

yea thats what happend to me to ...takes the writing right off....lucky for me it was the 5ml of 1 of the new dragon line and it sucked so i just tossed it ... glad it wasnt mine or my wifes 50ml bottles.

 

[Rocketpunk]

This is why I am SO glad a b&m store opened up RIGHT NEXT TO MY WORK! Bazinga! Although my preferred vendor is in Washington state, on the other side of the country, the local b&m store has a few juices I like. So, no more freaking out or getting leaky bottles (actually, though, that's never happened to me... My fav juice vendor is Mt Baker Vapor, and his packages always come perfectly fine).

 

[Orobas]

Packages are frequently abused at the hands of the USPS, as well. Dropped, stepped on, crammed butthole to elbow in a truck.

You opted for an envelope instead of a sturdier box. That's a risk you take to save three dollars and twenty five cents.

ETA: Thread title very related.

 

[vsummer1]

Packages are frequently abused at the hands of the USPS, as well. Dropped, stepped on, crammed butthole to elbow in a truck.

You opted for an envelope instead of a sturdier box. That's a risk you take to save three dollars and twenty five cents.

ETA: Thread title very related.

You may want to read that first post again. There was no mention of an envelope, or saving $3.25, but there WAS a mention of paying extra for priority and a box.

Personally, due to my location I prefer 1st class. The USPS routes my packages differently, and I don't really like paying more and waiting an extra day for "priority". So I take my chances, but I still am going to have a problem when a vendor can't get the stuff in the bottle to me intact because they don't screw a lid on correctly.

 

[Lethalp]

I have had leaks in 2 orders from 2 different vendors. 1 was a ecf vendor and 1 was not. Not only did the bottles leak, they got all over the bottles that didn't leak and ruined the labels. Both vendors replaced my entire order with no problems at all.

Any vendor worth their salt this late in the game, knows how to order bottles that won't leak during shipment. Myself personally I would not order from them again. I wouldn't want a refund, I would want the juice I already paid for. Just my opinion.

Sent from my KFTT using Tapatalk 2