Missing Package - Smoktek refuses to do anything about it.

[niterider]

I gave these guys a negative review but I'm interested in what you guys think I should do. Here is the post I made in the negative review forum:

"So I decided to try this Vender out for the first time considering they had a good reputation for customer service. Ordered some hardware including a VV Spinner. That was on the 14th. I never got the shipment even though I received a shipping notice on the 14th along with a tracking #. The package is stuck somewhere in USPS land and they have no idea where and said it could be lost.

While I know the post office is responsible for this, the response from this vender is very disappointing. After several back and forths with smoktek, their solution was to buy more from them. If my original package ever shows up, I am to ship it back to them for a refund then minus shipping, if it never shows up well I guess I'm just SOL. Wow."


To be honest, I'm surprised by this considering their "good" reputation. It's why I decided to make a purchase for $50 in hardware from them in the first place. But this "it's not my problem" attitude was a little shocking. What would you guys do in this situation? I was thinking about asking for a charge back from my bank and that would inevitably lead to a fine as well to smoktek.

 

[Buggs5347]

I guess, I wouldn't expect them to do anything more. They fulfilled their obligation. I also don't feel it deserved a negative review.

 

[tippyclubb]

I had that happen once and the vendor replaced the lost items. A few weeks later the original package was found and delivered to me and I sent it back to the vendor. It is possible your package may show up, it might take a while though. I'm sorry this happened to you as I know how frustrating it is.

As for disputing the charge I don't know and am in the same predicament. Its a hard call to make and I'll have to think a little longer whether I will do it or not. It will be interesting to see the responses you get here.

Last week I ordered a Zmax and specifically clarified I wanted the V2 version only. They sent me a Zmax V1 so I called them today and they will not give me a refund, only a in store credit. I think thats bull.... seeing as it was their mistake and I could use the money to buy another one from a different vendor.

Decisions, decisons but I just might dispute the charge on my card.

 

[gthompson]

1-800-ASK-USPS

Once the Postal Service has accepted the shipment, the vendor can't really do anything about it. They did not deserve a negative review.

 

[juicejunky]

That's what charge back disputes are for and should be used sparingly. You might call them again and warn them you are putting in a charge back. With ecigs in particular, vendors like to avoid them.

Store credit for the wrong item sent would be a no brainer charge back for me. I hate that s$#*&t. With the mail problem, I'd contact the post office about it and maybe wait a little longer for them to respond.

Have you tried this? USPS - Frequently Asked Questions Sending the complaint usually gets a package moving in the tracking. I've been having a lot of problems with USPS since Sandy around NYC.

 

[Titanium]

PayPal their asses.

 

[Titanium]

1-800-ASK-USPS

Once the Postal Service has accepted the shipment, the vendor can't really do anything about it. They did not deserve a negative review.

Yes they did
They offered NO help

 

[minimalsaint]

I'm sure vendors get emails from customers all the time stating "my package was never delivered" or "my package shows delivered but it was not in my mailbox" etc.
fact is, there is no way for them to know for sure and that is why a lot of vendors use "free on board" terms for shipping (once the carrier has the package, responsibility of said package no longer falls on the vendor). If you agreed to the terms and conditions at checkout, this was most likely included and a negative review is not warranted.
Put yourself in their shoes- do they know for sure that you don't have someone at the post office who is running a scam with you, taking the package out of service and handing it off to you? Do they know that you personally aren't a mail carrier and you just nabbed your own package without scanning it? Like I said- there is no way for them to know. If a vendor took every customer's word for it, most would be out of business for giving away free items.
Another thing to consider is that the postal service is overwhelmed from about 2 weeks ago until 2 weeks after the new year, and your package is quite possibly going to be delivered at some point.

 

[r77r7r]

This is why I'm trying to move my purchases over to Amazon and Nextag.

 

[juicejunky]

Vendors also put lousy labels and wrong addresses on packages that cause the package going AWOL. As a customer I certainly wouldn't expect to just be out the products I ordered. If the vendor has a problem with not reimbursing lost packages, then they should insist on insurance or Fed Ex or something. The customer should never have to eat lost packages. If a customer fakes it, the vendor has a right to never take an order from them again. It's the cost of them doing business online.

Sorry the PO didn't help . I'd still put in it writing with their contact form in the link below. I've got a missent package that has been in limbo sent 11/18 and gone missent on 11/20. They finally sent it to the original sorting facility today. Hopefully I will get it tomorrow after 9 days or it will get missent again into limbo. I sent the contact form complaint over the weekend.

 

[gthompson]

Yes they did
They offered NO help

What exactly do you think they can do? The Post Office has the package, they don't.

 

[juicejunky]

What exactly do you think they can do? The Post Office has the package, they don't.

They could and should send him the items again. It's been 12 days now.

 

[proudlion]

Liability

SmokTek cannot be held responsible or liable for loss, theft, damage, or delayed receipt of any orders using USPS. Title and risk of loss shall pass to the purchaser upon deposit of the order into the USPS system. Orders are shipped to the address supplied by the buyer in the shipping section during checkout. In the event you provided us with the wrong shipping address; and your package is returned to us, you will be responsible for the shipping charges associated with the re-shipping of the package. We will not be held responsible for lost, miss-directed, or non-delivery due to incorrect addresses or other occurrences outside of our control.

Insurance

We provide optional insurance for your order when selecting your shipping options during checkout. It is highly recommended to use this option to protect your order in case something happens after it leaves our hands. Without insurance, we cannot provide replacement shipments, no exceptions

 

[gthompson]

So every time the PO screws up the vendor has to pay for it?

 

[Izan]

Liability

SmokTek cannot be held responsible or liable for loss, theft, damage, or delayed receipt of any orders using USPS. Title and risk of loss shall pass to the purchaser upon deposit of the order into the USPS system. Orders are shipped to the address supplied by the buyer in the shipping section during checkout. In the event you provided us with the wrong shipping address; and your package is returned to us, you will be responsible for the shipping charges associated with the re-shipping of the package. We will not be held responsible for lost, miss-directed, or non-delivery due to incorrect addresses or other occurrences outside of our control.

Insurance

We provide optional insurance for your order when selecting your shipping options during checkout. It is highly recommended to use this option to protect your order in case something happens after it leaves our hands. Without insurance, we cannot provide replacement shipments, no exceptions

Seems pretty clear and free from double talk. If you ticked the box, but didn't read the agreement, then I can see why you might be frustrated.

Good vendors clearly state shipping and liability policies.
Your vendor did that.

File the claim with the post office and reorder the supplies!
USPS may or may not resolve this quickly.
I can, however say that if you reorder, NOW, chances are you will not have ANOTHER shipping issue.
Lost box/letter/wallet/cell phone/keys. It's part of life.

Vape,vape,vape...exhale.
I

 

[gthompson]

Yeah, I'm still waiting for someone to explain to me how it's the vendor's fault that USPS lost a package.

 

[niterider]

To aswer some of your questions

1. Yes I did contact the Post Office last week. It was escalated and they determined that it is lost. There is a chance that it could turn up. but it's just a chance.

2. It doesn't really matter what the vendor says in their Terms and Conditions. The onus is on the shipper until the recipient receives the shipment. That's not me saying it, that's the law. Terms and conditions don't overrule laws.

3. My Idea to have the shipment resent and for me to send back the original package if it ever arrives was turned down.

So what, I should just be out 50 bucks? How am ever to trust an eCig Vendor when I'm supposed to just eat the costs? You would think smoktek would just resend the items in good faith rather than getting a charge back, refunding the item and having to pay a fee that could be 10 times the cost of the item in the first place.

 

[juicejunky]

Liability

SmokTek cannot be held responsible or liable for loss, theft, damage, or delayed receipt of any orders using USPS. Title and risk of loss shall pass to the purchaser upon deposit of the order into the USPS system. Orders are shipped to the address supplied by the buyer in the shipping section during checkout. In the event you provided us with the wrong shipping address; and your package is returned to us, you will be responsible for the shipping charges associated with the re-shipping of the package. We will not be held responsible for lost, miss-directed, or non-delivery due to incorrect addresses or other occurrences outside of our control.

Insurance

We provide optional insurance for your order when selecting your shipping options during checkout. It is highly recommended to use this option to protect your order in case something happens after it leaves our hands. Without insurance, we cannot provide replacement shipments, no exceptions

If they have that on their site when you check out, then I guess the OP was forewarned. I would either get the insurance or never order from SmokTek based on that. If SmokTek overstuffed an inferior envelope and it ripped open in transit or used ink that smeared or a label that stuck to another package, the customer would never know and lose their order. Lousy policy, but at least they are upfront about it.

Thanks for your research proudlion.

 

[juicejunky]

To aswer some of your questions

1. Yes I did contact the Post Office last week. It was escalated and they determined that it is lost. There is a chance that it could turn up. but it's just a chance.

2. It doesn't really matter what the vendor says in their Terms and Conditions. The onus is on the shipper until the recipient receives the shipment. That's not me saying it, that's the law. Terms and conditions don't overrule laws.

3. My Idea to have the shipment resent and for me to send back the original package if it ever arrives was turned down.

So what, I should just be out 50 bucks? How am ever to trust an eCig Vendor when I'm supposed to just eat the costs? You would think smoktek would just resend the items in good faith rather than getting a charge back, refunding the item and having to pay a fee that could be 10 times the cost of the item in the first place.

I think they are being unreasonable too. If it's the law and you used a credit card, you could be nice and warn them over the phone that since the PO has officially deemed the package lost you are going to do a chargeback and reorder you items elsewhere.

Smoktek can fight it out with the Credit Card company. That's the service they provide when you disagree with a vendor.

Since you probably wouldn't be ordering from SmokTek again anyway, go for it.

 

[gthompson]

If you check, you'll find virtually every one of them has that same policy.