Inno-Vapor?

[SleepHater]

Wow, some good some bad some ugly. Bottom line I had a licensing exam to take and the next day my wife's grandma passed away. I am not really into airing personal laundry but I think honesty is the best policy. That is the truth.

Did I drop the ball? Yes I did. Did I have some other people attempt to pick up the slack while I was gone? I did that as well. I just wanted my customers to get responded to and not just get unreturned emails and posts etc. Probably not the best idea, I thought some communication was better then no communication. Maybe if I have some kind of crisis I should just hop on the forum and post it. Probably would have been a better approach and this is really a community.

Tony and Mark do an amazing job shipping and they work hard. So none of this is there fault. All of a sudden I am on the forum just trying to throw down some deals and get out there and WHAM a couple hundred orders hit over like 48 hours on a holiday weekend. Well that just flat buried us. We did not have the man power to handle that much traffic and it just kept piling on. We almost got caught up and USPS.com stopped letting us print shipping labels. Still won't. I set up an Endicia account today and we are finally getting labels that do not have to be done by hand/manually entered at the PO.

All my fault I'll readily admit. I should have been better prepared for that much interest in our products. It was kind of sureal I mean I woke up on Monday after taking a day and a half off and was... well I was in shock at the number of orders. Then I pretty much had to leave Mark hanging so I could take my test... again my bad.

I am making excuses but not to make an excuse I just want people to know I am not trying to be a crappy distributor or supplier. Really the opposite is true. If I am not on the forum I am returning emails, phone calls or trying to get better prices on products. I care about our customers I really hate to let anyone down and if I do I try my best to make it up to them. It has been a rough, rough week for me personally and professionally. Oh well that’s life.

Long hours and doing the best I can is all I can do. I am still delivering great prices on great products. We have our shipping issues worked out an some more man power to make sure more can go out the door but is still double checked and packed with care. I have a ton of new and improved 510 atomizers in and I think they will be a big improvement over the current model. They cost a bit more but I am not raising my prices.

We are still offering express shipping and other services to go the extra mile. I am not perfect and do not claim to be, but I am doing my best to learn from my mistakes and come back a little better for it.

I will say that WE DO NOT SWAP OUT THE FILLER IN 510 CARTS, I CAN SEND YOU SEALED BLANK AND THEY ARE IDENTICAL TO THE FILL IN THE CART WE LOAD BY HAND. THOSE ARE JOYE FACTORY CARTS. PERIOD. STRAIGHT FROM THE MANUFACTURER. THERE IS NO MARKET IN ME SELLING CHINESE POLYFILL SO I DON'T EVEN KNOW WHY I WOULD WANT TO DO THAT.

Happy to prove it. Request a blank sealed in plastic on any order in the comments during check out. These are factory sealed and identical.

That said we got a spanking brand new Endicia USPS Shipping account and it has been WAY better then the USPS.com was even when it was working. Mark and Tony got a system down now and I am back from my personal leave.

Anyone who is upset can contact me directly and let me have it. Email innvapor@gmail.com.

Again I apologize. I take full responsibility.

Noah

 

[Kent C]

That may be true but for some like me that has never tried it in the first place it gets aggravating

I understand. If I were waiting on my first ecig it would have been different. My other orders from them had always been 5 days tops, and usually faster. This one was 8 1/2.

It's possible that USPS is partially responsible - when it's between business and gov't I'll always guess gov't screwup just from experience. I don't know if anyone has contacted the Idaho USPS office to ask, but that might help determine what's actually happened.

I know that the last 'tracking' from the USPS track site was late on 7/9 and it said it was 'sorting' so I figured it would be the middle of this week, but the package came on Sat. the 11th. I was surprised. So one has to guess that it was way past sorting and sent _before_the 9th (I'm in Ohio), so the post office was 'lying' or the update on tracking is lagging.

 

[drakefire]

I have to say I agree. I've spoken to Millie and Noah and they are both great people. USPS did have a tracking and shipping server outage in some states. Be patient, They will make the delay up to us. With customer service as good as they have given me, I can deal with the shipping issue. That being said, I ordered some liquid from e smokey treats 2 days before i ordered from them and still havent gotten that=/ Bad month for shipping apparently.

 

[DC2]

you should of went thru rockymountainvapor.com i ordered my 510 kit thru them on friday night and it got to me monday morning i tried to order thru innovapor but they never returned any of my emails i dont trust ya if you cant respond to 3 emails

If all of the people that had ordered from Innovapor recently had ordered from Rocky Mountain Vapor, the same thing would have happened to them. I have never ordered from Innovapor, but people were so happy with their service that they started dropping their name all over these forums. And then Innovapor came out, right at the same time, with some of the best deals you could find anywhere. And then they combined it with a 4th of July coupon code, and the result was meltdown.

I know, because I have been watching this whole thing play out daily.

It is no excuse, nor do I care to make one for them since I don't know them from Adam. I was just thinking about buying an EVO from them before all of this crap starting hitting the fan blades.

Let this be a lesson to all small business owners everywhere.
I'm just not sure what that lesson really is though.

But I feel for all of you who are waiting.
Nothing sucks more than that.

 

[Kent C]

If all of the people that had ordered from Innovapor recently had ordered from Rocky Mountain Vapor, the same thing would have happened to them. I have never ordered from Innovapor, but people were so happy with their service that they started dropping their name all over these forums. And then Innovapor came out, right at the same time, with some of the best deals you could find anywhere. And then they combined it with a 4th of July coupon code, and the result was meltdown.

I know, because I have been watching this whole thing play out daily.

It is no excuse, nor do I care to make one for them since I don't know them from Adam. I was just thinking about buying an EVO from them before all of this crap starting hitting the fan blades.

Let this be a lesson to all small business owners everywhere.
I'm just not sure what that lesson really is though.

But I feel for all of you who are waiting.
Nothing sucks more than that.

Wise words and right on, imo. I linked to their site because it was the best deal and that's what people were looking for.

 

[CoderGuy]

Wow, some good some bad some ugly. Bottom line I had a licensing exam to take and the next day my wife's grandma passed away. I am not really into airing personal laundry but I think honesty is the best policy. That is the truth.

Noah, sorry to hear. Amazing how life has a habit of sneaking up on you. This whole thing sounds like the "perfect storm" of events converging. Thank you for posting this and updating us on events. Hopefully understanding will prevail, orders will all get shipped, and everyone will be happy with the great new product. Ironically I am hoping now my order hasn't shipped yet as I want the new style atty lol

Good luck, communication is the key, it doesn't appear anyone here has any problem airing their laundry (there are clothslines all over the place).

CoderGuy

 

[Moobyghost]

I think some people are getting a little hostile in here in regards to Innovapor.

I know it can be frustrating, I am a first time E-cig buyer and I'm out of analogs. I have been stressed out these past few days, but I still think Innovapor is the bees knees.

Did they get slammed, yes. Unlike other companies though, Innovapor has a crack team of people working almost around the clock to try and not only fill orders but keep people calm.

Before you lash out an innovapor, try imagining what it must be like to have a small business, but not only that, one that offers a great product and you go from modest sales to exploding!

They are learning, adjusting, and striving to be the best business they can in their market.

The problem with people today is they want instant gratification. Give someone/a business more than one chance to make you happy. Sometimes people/businesses have a bad day. Don't write them off right away, give them one more chance. If things are bad the second time around then move on, but for me I am willing to give anyone a second and sometimes third chance. Especially when they have personality and good intentions.

Noah and his team are busting ..., and like I said, I may have been frustrated too, but their constant communication is enough to keep me on their side. I have never had a company respond to as many comments/inquires as them. Noah said my order will be in NY tomorrow when I get there and I believe him.

Keep up the good work Innovapor, right now you are just going through some growing pains, but the future is brighter than ever.

 

[Circuit]

Thanks for the post Noah - it goes a long way.

I'm told that my order shipped today, which I was happy to hear, but frustrated at the same time. It's been 11 days since my order, and I had to track down information; and I know that some people here ordered after me, yet have already received their shipment. It would appear that shipping priority goes to those who complain - so much for first-come, first serve?

It's not the shipping that concerns me as much as the lack of communication. While you guys have been AMAZING at replying to e-mails (seriously, service like that is unheard of these days), it probably would have been a better move to spam your customers with the same post you've placed above; as it turned out, we all have received numerous "excuses", which, when pieced together, make you appear dishonest, insincere...
.
Personally, I'm half-in/half-out. I trust in the previous statements about InnoVapor; It's why I chose to buy from you - you have VERY happy customers....but the professionalism of your process could use a little work.

 

[Moobyghost]

Noah. I never did get that shipping conformation number. Can you shoot me an e-mail with it? Thanks man. Keep up the good work. (Order #421, the express evo kit to NY)

 

[kardjunkie]

I was told yesterday on the phone from Mark that you guys were out of the 510 and they wont be in till later this week. No mention of this anywhere on here. He said most people were ordering like 5-10 not just 1 like i did and they just flew off the shelves. Now what is the truth no inventory like what he said on the phone or the stories on here. I was planning like i told you last week on here i was planning another order this week and i too was going to order 5 - 10. Now either way you look at it I am being lied to. If you have no inventory to send out then we are being lied to on here or i was lied to on the phone and you do have inventory and just having logistics problems. Either way i would just like what i paid for is all and ill just order from somewhere else in the future, not upset or dissatisfied just HATE being lied to and no way around it whether on the phone or on here we who don't have our orders yet have been in some way. Again not upset just know to order somewhere else is all. I know it wont matter to you because it sounds like you have plenty of customers. I am sorry for the bad experience ive had with you and hope you work out whatever is the problems and you guys have a successful business. Thanks and good luck.

 

[need_2quit]

I will say that WE DO NOT SWAP OUT THE FILLER IN 510 CARTS, I CAN SEND YOU SEALED BLANK AND THEY ARE IDENTICAL TO THE FILL IN THE CART WE LOAD BY HAND. THOSE ARE JOYE FACTORY CARTS. PERIOD. STRAIGHT FROM THE MANUFACTURER. THERE IS NO MARKET IN ME SELLING CHINESE POLYFILL SO I DON'T EVEN KNOW WHY I WOULD WANT TO DO THAT.

no need to shout noah. as I said in my pm, you need to train ppl how to refill them. I didn't accuse you of trying to sell used polyfill. I assumed you put fresh poly to save trouble to wash and refill. personally I would have preferred factory sealed carts and juice on the side, to do my own thing.

what DOES disturb me is the carts were lite on juice (too dry) and the length was WAY too short. Like they were packed tight at the top and then disappeared to nothing down in the cart.

For a noob this could be disasterous, and why I commented on the poly as a warning for others to check.

Yes you have new biz problems and I think everyone understands that, but you won't win converts by coming on here as a supplier to a thread and ranting.

 

[BullyBoy]

Anyone who is upset can contact me directly and let me have it. . .

Again I apologize. I take full responsibility.

IMO you're a class act and a stand-up guy. Success can be a two-edged sword.

 

[Linthorn]

I guess I'm lucky. I ordered a 510 from Innovapor right before it became cool to do so (Order #72, 6/24). Noah was putting a lot of effort into trying to offer kits and deals that the folks here wanted. On one thread, someone suggested creating a deal for folks that already had kits and Noah created the "Recharge". Exactly to the poster's specifications.

For my order, I got great communications. A part was on back order and they asked if they could wait 1 day for shipping to avoid sending two shipments. They were very clear that it was entirely up to me and that they would pay the multiple shipping if I so decided. I decided I could wait a day. They mailed my order out the next day.

Every one of their e-mails was polite and friendly. They treated me like a person, not a credit card. So, is it too much to ask that I treat them like people? Cut them a little slack. I have seen a lot of effort from them to run a small business in a very small market of highly eccentric customers.

I have also seen that the average ECF member is the type of person who will help an old lady to cross the street and would help someone look for a lost puppy. Basically good people. People who don't like getting screwed, but good people. So, give the guy a break. He's not Phillip Morris or BigPharm, he's a guy starting a small business selling products we like at prices we like and treating us well.

I, for one, am tired of being treated poorly. I am tired of having B&M retailers and e-tailers acting like they're doing me a favor allowing me to shop at their stores. If you treat me well I'll return the favor.

Currently, I have order #499 7/11, in processing. Mostly juice (love that EcoPure) and attys. Of course, I didn't wait until I was out to order. It'll get to me before I need it and that'll be plenty soon.

I am not involved with Noah, Innovapor, Intellicig, or anyone else in this industry. I am just a fairly new vaper that doesn't like to see someone get beaten down while trying to be an honest and fair businessman.

 

[DC2]

I guess I'm lucky. I ordered a 510 from Innovapor right before it became cool to do so (Order #72, 6/24). Noah was putting a lot of effort into trying to offer kits and deals that the folks here wanted. On one thread, someone suggested creating a deal for folks that already had kits and Noah created the "Recharge". Exactly to the poster's specifications.

For my order, I got great communications. A part was on back order and they asked if they could wait 1 day for shipping to avoid sending two shipments. They were very clear that it was entirely up to me and that they would pay the multiple shipping if I so decided. I decided I could wait a day. They mailed my order out the next day.

Every one of their e-mails was polite and friendly. They treated me like a person, not a credit card. So, is it too much to ask that I treat them like people? Cut them a little slack. I have seen a lot of effort from them to run a small business in a very small market of highly eccentric customers.

I have also seen that the average ECF member is the type of person who will help an old lady to cross the street and would help someone look for a lost puppy. Basically good people. People who don't like getting screwed, but good people. So, give the guy a break. He's not Phillip Morris or BigPharm, he's a guy starting a small business selling products we like at prices we like and treating us well.

I, for one, am tired of being treated poorly. I am tired of having B&M retailers and e-tailers acting like they're doing me a favor allowing me to shop at their stores. If you treat me well I'll return the favor.

Currently, I have order #499 7/11, in processing. Mostly juice (love that EcoPure) and attys. Of course, I didn't wait until I was out to order. It'll get to me before I need it and that'll be plenty soon.

I am not involved with Noah, Innovapor, Intellicig, or anyone else in this industry. I am just a fairly new vaper that doesn't like to see someone get beaten down while trying to be an honest and fair businessman.

Great post, but at the same time you have to appreciate the misery of those waiting for their orders.
And at the same time, you also need to appreciate the issues that the supplier is dealing with.

I guess it just depends on which side of the coin you are on.

Innovapor, if they keep doing what they've previously been doing, should come out the other end okay.
But they need to do a better job of balancing supply with demand.

On the other hand, sometimes demand can go out of control, as we have seen here.
And supply can lag behind, which is entirely understandable.

This is not over by any means, as supply and demand exerts it's inexorable influence.

They still have to decide what future demand might be.
They still have to decide how many people to employ to meet expected demand.
They still have to keep customers happy as much as possible in the face of overwhelming response.

I don't really envy them right now.

But when things cool down I figure they are and will remain an outstading supplier. That opinion comes from many testimonials prior to this setback, as well as what I perceive to be their best response to very unusual circumstances on the demand side of the equation.

 

[tdt560]

Great two posts above. I was beginning to lose patience and sent a few emails and PM's today and actually just received a phone call (11:45 pm on the east coast, which is fine because I am usually up late anyways) from Mark (Noah's partner) after a pleasant conversation with him, he assured me that my order was shipped and he went out of his way to assure it. Now I feel a lot better about this and there customer service is tops. I think some lessons have been learned by them and this will only help them get stronger. I truly hope they continue their customer service as they grow and wish them all the luck. I will do business with them again, I think they are finally beginning to catch up which will lead to less frustration by everyone.

 

[Parmacrafter]

I have placed 3 orders with Innovaper so far. I intend to place many more over time. Mark has been fantastic to deal with. He has communicated with me at every turn with all of my orders. They have just changed their entire system for order filling/shipping and this should help out greatly with the backlog. It's all in the supply/demand. I don't mind waiting a few extra days for a great product at great prices and customer service to boot.

 

[Circuit]

I don't think waiting is the issue; at least not for me - it's being INFORMED that I will have to wait. Every bit of info I've been given, I had to track down. No one offered any "shipping delay" e-mail or the like - sounds like some of you got that, prior to the madness that was the 4th weekend! The only thing most of us have received is a coupon for $5 off the next order.

I can appreciate the nuances of a small business. I work for one (15 employees), and I've owned/run my own business. I know what it's like, and I don't envy their stress level right now! There's simply some process things that need to improve, and it seems as if they've taken the necessary steps to fix the issues. Only time will tell.

I'm still waiting, patiently. Frustrated, but patient

But again - send em an e-mail or give them a call, and I challenge you to find another seller, of any product, who provides such a prompt, friendly and apologetic reply. Class act, for sure.

 

[Kent C]

I don't think waiting is the issue; at least not for me - it's being INFORMED that I will have to wait. Every bit of info I've been given, I had to track down. No one offered any "shipping delay" e-mail or the like - sounds like some of you got that, prior to the madness that was the 4th weekend! The only thing most of us have received is a coupon for $5 off the next order.

And that seemed to be what Noah was saying in one post - he thought (rightly or wrongly) that given the size of staff, getting the orders out was more important that using that time to email - even though he did make it to email the gift certificates. Frankly, given the same situation, I'd get out the product first and handle the fallout later, because for every one who wanted to know what's happening?!?, including myself... there were people who would have said - screw the emails and the GC's, I want my stuff.

 

[Talen]

And that seemed to be what Noah was saying in one post - he thought (rightly or wrongly) that given the size of staff, getting the orders out was more important that using that time to email - even though he did make it to email the gift certificates. Frankly, given the same situation, I'd get out the product first and handle the fallout later, because for every one who wanted to know what's happening?!?, including myself... there were people who would have said - screw the emails and the GC's, I want my stuff.

Apparently they are waiting on product from their supplier...at least that is what 2 other posters said they were told by one of the owners when they called. If they don't have it to send then they can't really be getting them out.

As far as emails I've received exactly one that was about the processing message that seems to stay with the order...no coupons or explanations.

I can understand getting swamped with orders and running out of product but you have to communicate with all of your customers and let them know...The people that don't use these forums probably have no clue what is going on.

 

[Diller]

I really think wicked is overpriced for the cig, dont get me wrong their liquid is the best. I would rather get the same kit from another supplier for $20 less(except the screwdriver of course).