Lost order.

[WhiteKnite]

Not happy at all right now. Put in an order 3rd of June. I've always gotten my orders from FSUSA really fast, like within about 7-10 days (to Korea). I've contacted customer service and they basically told me politely its not their problem since they shipped it (and apparently don't make mistakes in shipping). Customs doesn't have it, and said they will let me know if they get it. Basically I'm out over $100, and their response is it's the postal system's fault. Seriously, even if it isn't your fault, do you think I'm going to risk ordering from you again? Out of the hundreds of packages I've ordered over the years here, I've gotten all except one which was incorrectly addressed.

Anyway, anyone else ordering from them internationally should keep this policy in mind and know the risks dealing with them.

 

[Mr. P]

Are you military or a contractor who uses the APO system?

 

[WhiteKnite]

Are you military or a contractor who uses the APO system?

No, I'm not.

 

[chimney55]

Not happy at all right now. Put in an order 3rd of June. I've always gotten my orders from FSUSA really fast, like within about 7-10 days (to Korea). I've contacted customer service and they basically told me politely its not their problem since they shipped it (and apparently don't make mistakes in shipping). Customs doesn't have it, and said they will let me know if they get it. Basically I'm out over $100, and their response is it's the postal system's fault. Seriously, even if it isn't your fault, do you think I'm going to risk ordering from you again? Out of the hundreds of packages I've ordered over the years here, I've gotten all except one which was incorrectly addressed.

Anyway, anyone else ordering from them internationally should keep this policy in mind and know the risks dealing with them.

I'm not sure what you expect FSUSA to do. Did they send you a tracking slip by email. I always get one with mine (but I'm in the US). When packages are showing that it's been received by the postal service and I don't have it yet, I know that FSUSA has done their job. They got the package to the post office. With the tracking that's sent to me, I can then call a toll free number and have the post office search for the package by tracking number. I've had to call about a couple of packages (not from FSUSA) and they always to make sure that the package gets to me as quickly as possible. If you have a problem, it's with usps.com NOT FSUSA!

 

[dopeh]

You have a USPS tracking number?

 

[WhiteKnite]

I didn't get a tracking slip by email. I did find a number on their site though: LJ542511128US

Thanks for the info chimney55. It would have been good if customer support had mentioned there was a number to call to find out more about that package, or maybe gone the extra mile to actually call them. I'll look into it.

 

[otrpu]

Unless FSUSA mislabeled the shipment. I haven't had it happen with them, but have with other sellers. The only way I found out was it was non deliverable and returned to the seller. He tried to charge me for reshipping the order. I told him in a pigs eye. You mislabeled it. . .you reship at your expense. Either that or I'll undue the PP. JMHO

Cheers,
otrpu

 

[WhiteKnite]

Unless FSUSA mislabeled the shipment. I haven't had it happen with them, but have with other sellers. The only way I found out was it was non deliverable and returned to the seller. He tried to charge me for reshipping the order. I told him in a pigs eye. You mislabeled it. . .you reship at your expense. Either that or I'll undue the PP. JMHO

Cheers,
otrpu

Exactly my point. I'm not saying they are intentionally trying to rip me off, but they seem to think they couldn't possibly be to blame, without backing that up. For all I know that isn't even my tracking number.

 

[mauisun]

we have never mislabeled a shipment. we ship to korea atleast 5 days a week. 96% gets through, although koreans do not pay for importation of nicotine fees. 15 days is no where anywhere near how long it can take to clear all customs for that country. I personally did not talk to you, but all of our staff is well versed in dealing with customer issues one way or the other and are always professional and kind in telephone conversations.

for shipping to Korea there is no tracking outside of the U.S. it gets tracked to the shipping location, be it california or florida or whatever then it is gone out of this country and no longer trackable. I would personally love to see shipping get to Korea in 15 days or less but I guarantee you that will never happen. best I ever saw was 22 days to delivery.

It has always been my personal experiences in life that sugar gets far more then the stick. You are trying to illegally import nicotine into your country. We do all we can to expedite that while circumnavigating the system with all due diligence. I don't feel that is something that we on our end, doing what we can for you, is worth the bad press you gave in your original post. I am sure you agree.

We have seen Korea posts take up to 50 days to finally get through. Calling customs, to me, is just a red flag on your end asking them to take a hard look at you. Your country charges 1.00 per mil to import nicotine, if you wish to legally import, and pay all your countries charges, we are happy to send it the correct way, with all legal importation fees being paid on your end before shipping...

You should get your juices in due time, we hope you get them soon and they are everything they are hyped to be in your country

David & Pamela

 

[WhiteKnite]

we have never mislabeled a shipment. we ship to korea atleast 5 days a week. 96% gets through, although koreans do not pay for importation of nicotine fees. 15 days is no where anywhere near how long it can take to clear all customs for that country. I personally did not talk to you, but all of our staff is well versed in dealing with customer issues one way or the other and are always professional and kind in telephone conversations.

for shipping to Korea there is no tracking outside of the U.S. it gets tracked to the shipping location, be it california or florida or whatever then it is gone out of this country and no longer trackable. I would personally love to see shipping get to Korea in 15 days or less but I guarantee you that will never happen. best I ever saw was 22 days to delivery.

It has always been my personal experiences in life that sugar gets far more then the stick. You are trying to illegally import nicotine into your country. We do all we can to expedite that while circumnavigating the system with all due diligence. I don't feel that is something that we on our end, doing what we can for you, is worth the bad press you gave in your original post. I am sure you agree.

We have seen Korea posts take up to 50 days to finally get through. Calling customs, to me, is just a red flag on your end asking them to take a hard look at you. Your country charges 1.00 per mil to import nicotine, if you wish to legally import, and pay all your countries charges, we are happy to send it the correct way, with all legal importation fees being paid on your end before shipping...

You should get your juices in due time, we hope you get them soon and they are everything they are hyped to be in your country

David & Pamela

All of my e-juice orders have come in less than 12 days, yours have come as fast as 6 days before, so all of your timelines are just wrong. I've ordered hundreds of various items to S. Korea in the last 7 years so either you are misinformed or just trying to play this down. I've never had a USPS package take longer than 18 days to arrive. I had a Chinese post package take 24 days once, but that was an isolated incident. I've had plenty of items held by customs over the years and I've never had them take more than 2 days to contact me. I've even had an item refused by customs, and in that case they contacted me the day it arrived with them, to fill out paperwork to officially refuse the item. I will wait a couple more weeks though before filing for a charge-back with my CC company but they have a 60 day limit.

I wasn't 'illegally' importing nicotine. I never specified for you to mislead or mislabel my order. If anyone is trying to operate outside the law it is you. I had a friend who imported pipe tobacco legally so I realize the taxes are high.

Your statement "we hope you get them soon and they are everything they are hyped to be in your country" is blatant ignorance. I'm American... Also this is not my first order from you, all of my past orders arrived in less than 10 days. I have referred many customers to you and none of them have had any problems. I hope I do get my package, and will update this thread if it does arrive, but when you and Amy in your customer support try to argue timelines that by my years of experience are incorrect it does nothing to ease my mind. Also when I'm told "Orders to Korea have been getting refused by Customs and sent back to us quite a bit lately" by Amy and then you tell me 96% go through, as inconsistent as that sounds, I can pretty much give up hope that I will be receiving it.

You say "personally love to see shipping get to Korea in 15 days or less but I guarantee you that will never happen. best I ever saw was 22 days to delivery" Maybe you didn't read my original post? Or are you actually accusing me of lying?

 

[mauisun]

no one accused you of lying whiteknife. we have I would venture to say, alot more experience shipping to Korea then you have importing into Korea. threats of chargebacks on credit cards do this industry no good at all. just because you have not gotten your order yet is absolutely no reasoon to call it "lost".
with the words you said above, it looks more like you are accusing us of lying. Words like these sit well with no one as I am sure you agree. We have vast experiences in dealing with Korean customs so what Amy said, and I have said are truths we know well. If you are gettiing orders in 6 days from us god bless you. I have personally never seen packages arrive that fast in Korea.

 

[TexasT]

whiteknife has posted a lot of mean things here on the Forum - where they don't belong.

This should all be in PM's or e-mails to FSUSA, if at all.

But what I'm really wondering is if he or she is going to be man enough to tell us when the package shows up. Since whiteknife made the decision to post all this on here, we deserve to know.

And then how in the world could a person possibly apologize for all these accusations, threats and name calling?

I hope whiteknife gets the package today. I can't wait to see how he/she deals with this.

TT

 

[WhiteKnite]

no one accused you of lying whiteknife. we have I would venture to say, alot more experience shipping to Korea then you have importing into Korea. threats of chargebacks on credit cards do this industry no good at all. just because you have not gotten your order yet is absolutely no reasoon to call it "lost".
with the words you said above, it looks more like you are accusing us of lying. Words like these sit well with no one as I am sure you agree. We have vast experiences in dealing with Korean customs so what Amy said, and I have said are truths we know well. If you are gettiing orders in 6 days from us god bless you. I have personally never seen packages arrive that fast in Korea.

I've had priority and first class both come as fast as 5 days, though not from you. I certainly don't expect that every time, but it has now been 40 days.

You may have more experience sending packages to Korea but how many have you been able to track the delivery date of? This whole issue is because you can't track packages once they leave the US.

You say I'm trying to illegally import nicotine, but it is legal here as long as we pay the tax. I didn't ask for you to lie about the contents of the order. The reason you mislabel your packing slips is because if you were honest you would lose all or most of your Korean customer base. The rationale for the high taxes here is an attempt to combat a very real problem with high-school students using e-cigs, and an incident of a student overdosing apparently due to a leak in his pocket. They are extreme, and I expected to pay taxes on my first couple orders but most vendors, like you, lie to or mislead customs on the contents of the packages.

If it was confiscated or rejected by customs it was probably because of your attempt to "circumnavigate the system".

TexasT

whiteknife has posted a lot of mean things here on the Forum - where they don't belong.

This should all be in PM's or e-mails to FSUSA, if at all.

But what I'm really wondering is if he or she is going to be man enough to tell us when the package shows up. Since whiteknife made the decision to post all this on here, we deserve to know.

And then how in the world could a person possibly apologize for all these accusations, threats and name calling?

I hope whiteknife gets the package today. I can't wait to see how he/she deals with this.

TT

TexasT, of course I will update this thread if the package arrives, as I said in an earlier post. What accusations, threats and name calling are you referring to? The only thing that can be taken as a threat is the charge-back comment which is not actually meant as a threat. I said I will wait as long as I can before filing one, but I'm not willing to lose over $100 because they deliberately tried to mislead Korean customs without my consent, then turn around and blame me for it by saying I am trying to illegally import nicotine. I sent emails and made 2 phone calls which all resulted in a "we can't do anything, it's out of our hands, we shipped it" policy.

 

[mauisun]

we have quite a few customers in Korea who willingly pay the importation taxes on e-juice from our company. we fill out allthe proper paperwork if requested.
I never saw in the original post that it has been over 40 days. I have seen packages take longer in Korea, no rhyme or reason for it.
But truthfully? the tone and tenor of this thread is not in the spirit of who Pamela and I are as people. We bend over backwards for anyone, even further for those who are nice in their dealings with us.
We are all people and we all deserve to be treated fairly and with kindness. pamela and I, like any company, reserve the right to refuse service to anyone. We would rather work with a customer to fix things then to fall into a pit of name calling. Let's end this one for now and move on please.

 

[WhiteKnite]

we have quite a few customers in Korea who willingly pay the importation taxes on e-juice from our company. we fill out allthe proper paperwork if requested.
I never saw in the original post that it has been over 40 days. I have seen packages take longer in Korea, no rhyme or reason for it.
But truthfully? the tone and tenor of this thread is not in the spirit of who Pamela and I are as people. We bend over backwards for anyone, even further for those who are nice in their dealings with us.
We are all people and we all deserve to be treated fairly and with kindness. pamela and I, like any company, reserve the right to refuse service to anyone. We would rather work with a customer to fix things then to fall into a pit of name calling. Let's end this one for now and move on please.

What name calling? All you did in all of my phone calls and emails was tell me you are not responsible. What if it never arrives? I asked that question at least 3 times and I was just told to wait some more. If someone said, "if it doesn't show up in X amount of time it was probably lost in the mail and we will reimburse you" I would be patient and wait. Instead your response was "keep waiting and if it doesn't show up, its the post office's fault, sorry".

I originally posted this here hoping to maybe hear from someone having a similar experience with hopefully a positive outcome. Maybe some reassuring "don't worry if it doesn't show up they'll take care of you" comments or something. Some kind of reassurance that I didn't just throw $100 out the window.

I said in the original post the order was made June 3rd. My statement "Seriously, even if it isn't your fault, do you think I'm going to risk ordering from you again?" may have come across more confrontational than I intended. I was trying to convey my frustration in needing my juice, but not wanting to risk having another $100 order from you disappear. What really made me angry though, was when you directly contradicted the statements I made about shipping times, and then accused me of trying to do something illegal. If I get a job I don't feel that it's necessary to tell my employer that I want to pay taxes.

I'll let this rest for now, but at this point it will most likely arrive back in AZ before showing up at my house.

 

[mauisun]

let it rest bro

 

[WhiteKnite]

Still no sign of my package. I contacted USPS and this was their response:

Dear Mr. XXXX,

I received your inquiry regarding your order. Your item was part of a manifested mailing. Manifested mailing pieces are not checked in individually when accepted by the USPS. The article number you provided has never received a scan from the the Postal Service leading me to believe that the labeling may have been incorrect or illegible.

This seems odd since the tracking number does show it as leaving the Tucson sorting facility, but that's the response I got.

 

[mauisun]

trust me, our usps people are not the sharpest tacks in the drawer. I see packages get reported as just scanned when they were already delivered. Kristen is back at work today she will check into it. contact her at techsupport@freedomsmokeusa.com

 

[Elphaba13]

I have had that response from them in the past. It's because they don't track international. By the time they actually got back to me with that response, my order was in my hands. With that exact label number.

 

[Amy41996]

Even in the US the scanning isnt alway accurate...more times then not it is inaccurate.