Lack of Customer Support.

[dertbv]

I think I have been really patient up to this point. I had ordered a coupe bottles of Fire and Ice and they were not right. Filled out the contact form on their site and waited(Jan 28th). Three days latter received an email back asking me to send them back and they would figure out what went wrong. Sent my bottles back with tracking and they were delivered to them on Feb 3rd. I have yet to receive a replacement and have emailed them 4 times. I have also left voice messages as the phones roll over immediately.

Things happen i understand but customer service also means communication with them. I have placed 4 orders with them in the last 45 days and received them all in a timely fashion. I love the fire&ice and t is my daily vape. However the lack of followup has me looking for alternative vendors. I plan on waiting until friday (Feb 18th) to get a response.

If i do not hear at least something I will have no other choice but to dispute the charge with my credit card company. It is a shame that i would have to go this route as I really do like their flavors. but the are just so many other vendors to deal with.

 

[nonmalum]

I have never experienced that from Vaporbomb, I have no idea what you are going through.

Best of luck, try not to be too upset, I mean remember that these people like us, they want us to buy their stuff, and they want us to keep buying it and as all good businesspeople do, they attend to our needs and concerns. Noone's perfect, but I'm sure they will resolve the problem, and when they do, make sure to note it on the forum.

Sometimes I wonder if I would be so generous with customers more discerning tastes when it comes to liquid they are dissatisfied with.

 

[btngchck]

Wow.....I have been ordering from VB since August and have never had a problem with their responses even when I messed up my order they corrected it before it was shipped out. I really don't want to count the orders I've placed but probably at least an order every other week since then (the longest would be two weeks in between orders). I'm sorry that you are having a problem with your order. They have always been nothing but stellar with me.

I can understand your frustration as I am sure we have all had to deal with a vendor/store etc....that had not given us the satisfaction we were looking for. This does sound way out of character for VB.........

I am sure they will do the right thing.

 

[siouxsie]

I understand your frustration. I can only assume they are busy between the web orders and the new storefront. I have left instructions in my order comments box that either got ignored or missed. Nothing written on the invoice I rec'd to acknowledge it had been read and directions not followed for a reason, but I did write in my comments that if they couldn't do it, it was no big deal. But I would have liked a line or two written down for me to know they read it so I can assume in future orders that, say I want something double flavored or sweetened, for example, that it will be done.

I think with some vendors, the growth of the business is getting faster all the time and things slip through the cracks. There is only one vendor I have dealt with here in the US that I can count on getting a response via email within an hour or two.

It would be nice if they had more of a presence on the forum as well.

I hope it works out for you. Just try to be persistent and polite. Best of luck.

 

[siouxsie]

I have never experienced that from Vaporbomb, I have no idea what you are going through.

Best of luck, try not to be too upset, I mean remember that these people like us, they want us to buy their stuff, and they want us to keep buying it and as all good businesspeople do, they attend to our needs and concerns. Noone's perfect, but I'm sure they will resolve the problem, and when they do, make sure to note it on the forum.

Sometimes I wonder if I would be so generous with customers more discerning tastes when it comes to liquid they are dissatisfied with.

What do you mean by this bit in bold?

 

[dertbv]

I will say that they contacted me with in an hour of my post.

What bothers me more is the lack of communication than anything else. I run my own business and have to deal with communicating with customer all the time. So much so I try to take pride in my availability to them. I get more customers by word of mouth than anything else.

Let me give you an example of outstanding customer service.
I dont really follow football that much so I was sitting at my computer during the super ball. I had a mod that I bought form another vendor that was not working correctly. I drop him a simple note explaining the issue and when I purchased it (early Dec). Now this was a Sunday and I figured I would get a standard reply that the 30 days were up and I would have to pay to fix it. That is not what happened, I received 2 emails in less than an hour. One from the vendor asking me to send it to the to the his supplier and he would pay to have it fixed. The other was from the supplier asking me for some more additional info. Both of the emails came n sunday during the super ball game. I was blown away. Packed the mod up and sent it monday morning and received email confirmation that they got it and a complete blow by blow on different ways to resolve my issue. Had the mod back in my hands by the end of the week. Would I but from this vendor again. You bet I would, puts them on the top of my list for all of my orders.

 

[hdpjr68]

Let me start by saying I am truly sorry and I'm on this 100%. According to the tracking your return was delivered to us. All returns are logged as soon as we receive them, yours was not logged and we do not have it here. I will be refunding your total purchase and resending your order.
What happen is, we get so many request to return product and a lot of customers say they are going to return it and don't. So on our end we usually wait for the return to resend or refund. The USPS shows that it was delivered to us, it may have been and was overlooked, we were opening the store front that day. Again I am sorry and will correct this today. In the future PLEASE feel free to email me directly harry@vaporbomb.com

 

[hdpjr68]

A refund has been issued and your order will be shipped today. That being said I feel that I must add that there was an email exchange on 1/31/11 and on 2/11/11. Michelle was not responding to your post, she was responding to your email informing you then that your order was to be resent. VB has a long history of quality Customer service and will continue that quality service. Things may not happen as quickly as we would like but I assure you they will happen.

 

[btngchck]

What do you mean by this bit in bold?

Really, what difference does this make?

Let me give you an example of outstanding customer service.

We have all had examples of exemplary service. However, not all people are the same and some take time off and have a work schedule in order to create balance in their lives. I honestly think because we see a lot of different activity here on ECF we have higher expectations and more times than not expect immediate or close to responses.

These are business people that have extra-ordinary product IMHO.............There may be an occasion when something gets messed up. That's human nature.

A refund has been issued and your order will be shipped today. That being said I feel that I must add that there was an email exchange on 1/31/11 and on 2/11/11. Michelle was not responding to your post, she was responding to your email informing you then that your order was to be resent. VB has a long history of quality Customer service and will continue that quality service. Things may not happen as quickly as we would like but I assure you they will happen.

Harry, I am very happy to see that you, once again, have gone above and beyond. I am also very happy that VB's responses were completed in private. That, to me, is a very stand-up kind of company.

 

[illinoismom]

Vaporbomb is and will always be a class act

 

[nonmalum]

What do you mean by this bit in bold?

I mean to say that Vaporbomb has accepted returns of juice that customers have complained as being "off" or not mixed right or what they expected.

This is generous, and awesome and everything, and I would be kind of silly to say that I know how to run an ejuice business better than they do.

If I ran a custom ejuice business, I don't know if I could accept returns unless I knew I made a mistake mixing it up. For example, I make bullets, if a customer said, 'oh, well, I don't really like the way its shooting, I'd like you to remake them because I think you loaded the powder wrong'. I would be kinda like...'eeerrr...if i'm loading in too much or too little powder thats a much more serious problem then a return/exchange'.

But, this is not terribly relevant, VB stepped up and went above and beyond in solving the problem and thats that.

 

[Mudflap]

Lots of variables in mixing, bottling, and shipping out e-juice. Containers & packaging, handling, temperatures, THE POSTAL SERVICE, ...

Many things can go wrong that are out of VB's control, but they still replace products and refill orders when stuff goes wrong that's not their fault.

I'd rather they do business that way as opposed to sending and receiving e-mails all day, every day.

 

[hdpjr68]

I mean to say that Vaporbomb has accepted returns of juice that customers have complained as being "off" or not mixed right or what they expected.

This is generous, and awesome and everything, and I would be kind of silly to say that I know how to run an ejuice business better than they do.

If I ran a custom ejuice business, I don't know if I could accept returns unless I knew I made a mistake mixing it up. For example, I make bullets, if a customer said, 'oh, well, I don't really like the way its shooting, I'd like you to remake them because I think you loaded the powder wrong'. I would be kinda like...'eeerrr...if i'm loading in too much or too little powder thats a much more serious problem then a return/exchange'.

But, this is not terribly relevant, VB stepped up and went above and beyond in solving the problem and thats that.

Our policy is that we don't accept returns, we do this on a case by case basis. To imply that I would knowing put out a bad product that's why I accept returns is a stretch. When we except returns we look at a number of things before we do. I'm a little discouraged by the fact that because we want to take care of our customers we must be doing it wrong? Quite the opposite. There our companies out there that hold firm to their no return on e liquid policy. On March 14th VaporBomb will be a year old, we took our first order that day. We now have a customer base of over 10000. If giving a quality product and customer service is wrong than so be it. We will continue to not only supply the best e liquid in the world, but we continue to build relationships with our customer an that is why there will be times that we will let a customer return for an exchange because to us these aren't just orders on paper from a customer, most are request from our friends.

 

[nonmalum]

Amen.
I hope you don't take that the wrong way.


Mostly I guess I just feel some kind of ire because in my mind I can imagine people doing to VB what I've seen happen to others, which is to take advantage and whine after trying a juice that might not be suited to them . Can't blame me for being protective of my favorite e-juice vendor can you?

And I don't mean to imply that the OP was in any way abusing VB's excellent customer service.

 

[btngchck]

Harry,

This is what sets VB apart. Not only is your juice the best out there IMHO, but you make us feel like we are friends. You treat us with respect and I for one can feel the sincerity of your appreciation that I am a customer.

On a side note, o my gosh......opened the mailbox today and thought OH NO! something leaked out.....ugggg. Then to my amazement, when I opened the little brown bag everything was intact and bone dry........but the essence of VB hit ya like a brick wall when I opened the mailbox. I am astonished my mailman actually left the package with as good as it smelled. I had to chuckle wondering what he thought was in the package.

 

[dertbv]

well let me jump back in.. I have ordered a lot of juice from many vendors. I try them and decide if I like them. I have tons of juice just sitting around. They have the best flavors that I have had. Most of the others just don't compare. If I don't like a juice i usually just sit on them and let them steep. If after that time I still don't like the flavor I chuck them them. Going through my thrash right now are about 5 bottles, i just don't like. shoot there are two that have not even been opened as I don't like the vendors other flavors. Anyone want them?


I keep coming back to VB because I like their juice.

This was not the case with VB. I have ordered a few batches of this certain flavor and it is my favorite. This was not a trial size it was 60mgs. This was a completely different color from my previous orders. There also was a noticeable difference in density. As this product is meant to be inhaled I really was concerned about it. I sent them email asking for for guidance. I understand things happen. My only issue that I had was the lack of communication. Not their product! Sent them email on the 1st with the return tracking information(delivered 3rd). I did not get any replies to my emails asking for an update until the 15th.

It broke my heart not to be right. I have been rationing myself the last three weeks as It is my daily vape. could understand that.