Janty USA Issues

[kuya1284]

Sorry, since I'm only allowed to post in this part of the forums... I just wanted to ask if anyone has been running into difficulties with Janty USA or Janty France. I've ordered from them twice this year without problems; however, my last two orders this month have not arrived. I've attempted to email Janty USA, but was directed to contact Yves of Janty France. So I sent an email to the Yves, which has gone unanswered thus far.

My orders were placed on Dec 6 and Dec 15, both marked as shipped. In the past, I've received orders within 7 days once shipped. But such is not the case. I understand this is a busy season; however, that was the point of me ordering early (Dec 6th) the moment that the eGo set became available for purchase. As soon as I received the email notification that the set was available, I placed the order immediately hoping it would arrive in time for Christmas. It was supposed to be a gift for my brother.

Before I file a complaint via Paypal, I'm just curious if anyone else is still waiting on their package or if any of you are having difficulty receiving a response from Janty. This may be my last purchase from them.

To the mods, if this can be relocated into the JantyWorld thread so that the proper eyes can be alerted of my concerns, I would really appreciate it.

Thanks in advance.

 

[medman1234]

Same here,My said shipped on the 16th Dec.Today received a package that was sent from China on Dec. 20th,still no Janty.

 

[kuya1284]

I'm finding it hard to believe that we're the only two that have this misfortune... I guess I'm just going to file a dispute... Thanks for the reply medman... I'm done with Janty just for this one unprofessional incident!

 

[dormouse]

I heard vendors are having to wait longer for things from China lately. Sometimes 3-5 weeks. But that's no excuse for a vendor not to answer your email.

 

[kuya1284]

The thing is that Janty sent out a notification that the set was available for purchase. This indicates that the item was ready to be shipped immediately after purchase. It clearly states on their website that my purchases were shipped a long time ago, which is why I'm upset. I can understand if there's a delay with due to production delays with China; however, such isn't the case for me since I was notified that my order was shipped.

 

[medman1234]

http://www.e-cigarette-forum.com/forum/jantyworld/148932-janty-issues.html

 

[kuya1284]

Thank you for posting our concerns in the Janty forum, medman. Ludo stated that shipping in the US is back to normal; however, such was SUPPOSEDLY the case since Dec 13th or somewhere around that date based off what I remember being tweeted a while back. Regardless, just as dormouse stated, there's still no excuse for Janty France not responding to our emails.

 

[kuya1284]

This is what I just read on Twitter:

Nov 12th: "With a bit of luck Janty USA will be shipping again from the US: around 10 December! We'll keep you posted "
Dec 18th: "Working hard to launch JANTY USA this Sunday already. If we succeed, domestic shipping form Monday onwards!"
Dec 20th: "Janty USA is about to open its doors. We'll be temporarily processing order payments through our new Toll Free hotline!"
Dec 20th: "JANTY USA opening, a grand success! Our customers simply like to talk to our customer representative. We like to talk to you too "

So why the hell was I directed to contact Janty France if there's a Janty USA??? In addition, why didn't Janty USA serve as the liaison between Janty France and I:

HI,

Please contact Yves at dispatchfrance@jantyshop.com with your order number/ concern. He will look after your order.

Regards,
Sepideh R V
Janty USA

It just doesn't add up and I'm not really happy with how they've handled this!

 

[Elendil]

Now that the OP has the required number of posts, I am moving this to the Janty forum, where they can respond to the issue.

 

[kuya1284]

Thanks Elendil!

 

[Ludo]

Janty USA is up and running as it should and customers ordering from JANTY USA will be served by JANTY USA in the US.

Customers needing a warranty replacement for orders purchased from JANTY USA in the US, will be served by JANTY USA in the US for their replacements.

However, warranty issues for orders placed at the times when we where still shipping from EUROPE (this means until the opening of JANTY USA in the US) are handled by Yves in EUROPE.

All older warranty issues will be handled this week by Yves. You will receive a mail from Yves if your helpdesk ticket had previously been forwarded to Yves by our current JANTY USA management.

 

[LittleMissVapor]

So when are the orders that were placed in early December suppose to be arriving? I'm still waiting.

 

[kuya1284]

Janty USA is up and running as it should and customers ordering from JANTY USA will be served by JANTY USA in the US.

Customers needing a warranty replacement for orders purchased from JANTY USA in the US, will be served by JANTY USA in the US for their replacements.

However, warranty issues for orders placed at the times when we where still shipping from EUROPE (this means until the opening of JANTY USA in the US) are handled by Yves in EUROPE.

All older warranty issues will be handled this week by Yves. You will receive a mail from Yves if your helpdesk ticket had previously been forwarded to Yves by our current JANTY USA management.

The substance of your response has absolutely NOTHING to do with the issues that I have addressed! We are not concerned with the warranty (yet) as we HAVE NOT received our products! You say that Janty USA is up and running, but why are our ORDERS being diverted to Yves (Janty France)?? As US customers, we should be dealing with representatives operating here stateside, not someone who is overseas. The US representatives should serve as liaisons between customers in the US and your colleagues that are overseas!

 

[Ludo]

I don't understand, why would your order be diverted to France? Since our launch in the USA, any order placed on http://usa.jantyworld.com is shipped from the USA.

Orders placed mid December that where shipped from EUROPE should arrive this week (due to Xmas and New Year), some might be there already, others might take a bit longer depending on USPS handling.

They have all left and are on US soil, USPS is handling the delivery from there onwards...

 

[kuya1284]

I don't understand, why would your order be diverted to France? Since our launch in the USA, any order placed on Janty USA - USA SHOP || Shipping only to N. America is shipped from the USA.

Orders placed mid December that where shipped from EUROPE should arrive this week (due to Xmas and New Year), some might be there already, others might take a bit longer depending on USPS handling.

They have all left and are on US soil, USPS is handling the delivery from there onwards...

1. I'm no longer pleased with Janty and with the customer service (or the lack thereof) that I received.
2. I also don't understand why my order was diverted to France (please see email thread below). Maybe you should ask Sepideh or Sean Sonhing or whomever it was that actually responded to my original inquiry.
3. I did in fact receive my package, but in an UNTIMELY MANNER.

Just based on this ONE experience, I do not plan to purchase from Janty again. Now on to the email thread that transpired in the past week.

December 24, 2010

HI Ray,

Please contact Yves at dispatchfrance@jantyshop.com with your order number/ concern. He will look after your order.

Regards,
Sepideh R V
Janty USA

December 27, 2010

Hi Yves,

I'm not sure why Sepideh didn't just FORWARD my concerns to you, but I'm very upset that I have not yet received at least one of two orders that I placed this month. The first order, 00014237, which was for a black automatic eGo set, was placed on December 6th, immediately after I received an email notification. I placed the order right away in hopes that I would receive the item well before December 25th. This item was intended to be a gift for my brother, whom I don't see very often as he lives eight hours away. As a result, my brother was the only person my wife and I wasn't able to provide a gift.

I've ordered a couple items from you in the past and received them within a week. I understand that this is a busy month, but I find it EXTREMELY UNACCEPTABLE that an item that I ordered THREE weeks ago still has not arrived. I just checked the US Postal Service website with the tracking number that was emailed to me on DECEMBER 9TH, RK66 5256 531F R, and the website still indicates "Origin Post is Preparing Shipment." I demand that you rectify this situation immediately with fair compensation!

December 28, 2010

When can I expect a response???

January 6, 2011

Hi,

Label/Receipt Number: RK66 5256 531F R
Service(s): Registered Mail™
Status: Delivered

Your item was delivered at 12:26 pm on January 03, 2011 in CORONA, CA 92883.


Cordialement.

Yves.
Dispatch Europe/France

L'équipe JANTY FRANCE vous souhaites ses meilleurs voeux pour l'année 2011.
The team JANTY FRANCE wish you best wishes for 2011.


www.jantyworld.com

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Le contenu de ce message est confidentiel, et destiné exclusivement à la personne ou les personnes traitées. Toute utilisation, diffusion, transmission, impression ou copie de ce message est strictement interdite sauf autorisation préalable écrite donnée par un mandataire du JantyShop.com.

January 7, 2011

Yeah... you WAIT till the item gets delivered before you RESPOND. I'm never doing business with you again! **** you and the Janty Company! You guys weren't very professional with dealing with this situation!

 

[Ludo]

I also don't understand why my order was diverted to France

We understand your frustration but we feel we are not to blame.

You ordered from JANTY USA under the special temporary shipping condition of which you where notified before your purchase. Yves handled your order under that special condition.

The fact that your order did not arrive in time is due to USPS handling, we have no control over that.

The French Postal Service might not have updated their website tracking numbers but we for sure did send out your order out in a timely manner and you where notified.

You where also informed on how to contact your local post office to check for your shipment because when the shipment is on USA soil there is no way we can track it anymore. From that moment onwards it is USPS who handles your shipment.

We are glad to hear your shipment was finally delivered by USPS (we do not understand why it took USPS so long, we can only imagine that foreign shipments are not treated as a priority by them).

 

[kuya1284]

We understand your frustration but we feel we are not to blame.

You ordered from JANTY USA under the special temporary shipping condition of which you where notified before your purchase. Yves handled your order under that special condition.

The fact that your order did not arrive in time is due to USPS handling, we have no control over that.

The French Postal Service might not have updated their website tracking numbers but we for sure did send out your order out in a timely manner and you where notified.

You where also informed on how to contact your local post office to check for your shipment because when the shipment is on USA soil there is no way we can track it anymore. From that moment onwards it is USPS who handles your shipment.

We are glad to hear your shipment was finally delivered by USPS (we do not understand why it took USPS so long, we can only imagine that foreign shipments are not treated as a priority by them).

The PRIMARY reasons why I was upset were because:

1. Someone from Janty USA instructed me to contact Yves (Janty France) instead of contacting Yves himself. It is the responsibility of Janty USA to serve as a liaison of customers here in the US. Otherwise, what would be the point of having CUSTOMER SERVICE representatives in the US?

2. Regardless, I contacted Yves immediately as instructed; however, I only received a reply back from Yves just this past week with NOTHING MORE but a copy and pasted text from the USPS website. No comments or apologies explaining why there was a delay or why Yves didn't contact me sooner.

3. I can understand that there was a delay due to the Christmas holiday; however, that DOES NOT justify Yves failing to send a cordial response to my inquiry in a timely manner. Had Yves responded by stating (and confirming) that my package was shipped, in transit, and explained the reason for the delay, I would not have started this thread.

I also am aware of how to check the status of my shipment as I make purchases online all the time. Just so we're clear, I checked the USPS website EVERYDAY after the 7th day using the tracking number provided and the status was always Origin Post is Preparing Shipment. I know you have no control over what is stated on the USPS website; however, I must reiterate that it is UNACCEPTABLE that Yves NEVER RESPONDED to my email, nor to anyone else who was waiting for their orders.

If you honestly feel that this LACK OF customer service will be tolerated and accepted by people here in the US, think again, Ludo. That is really unprofessional! Never place the blame (OR IMPLY) that customers are at fault, which basically what you just did in your response to me. The tone of your reponse was implying that I was ignorant for not thoroughly understanding everything that was emailed to me or for understanding the special temporary shipping condition. Again, that was not very professional.


EDIT: Just as an additional side note, I did in fact CC Janty US my inquiries to Yves. Neither Janty France nor Janty US responded after receiving the first response from Janty US.