Mount Baker Vapor Issue: Help required please

[Thermal]

Hello all,

I've been reading this forum for a while as I have been vapeing for three years now. I've never felt the need to post because I just learnt from others.

However, I have an issue with a supplier that I thought someone might be kind enough to help with? I ordered some product down to Mexico which was not authorized for importation and was sent back to mount baker Vapor. Despite Fed Ex confirming that the package was delivered back to mount baker Vapor they are claiming that the package did not arrive and will not issue a refund. I have spoken to a number of customer service people there who have been friendly and professional but they have had to refer me to the "customer service manager" "Josh" to deal with the issue. Well "Josh" has been very unhelpful, bordering on rude - not only to me but Fed Ex too (they called him to try and resolve). I can't get past "Josh" to speak to someone higher up in the company to try and get the issue resolved. Does anyone have the contact details of someone higher up in the company than Josh? Or is he the owner?

Any help would be much appreciated. Its not a lot of money at stake but this Josh guy has annoyed me to the point that I am not going to let it go until I get my money back. Never had this issue with a supplier of any products before.

 

[JD11]

business card I have says Jesse Webb is the owner..

 

[bigrf85]

sorry to hear your trouble i live in the states and therefore have never had trouble with them hope you get it straightened out my buisness card says jesse webb too

 

[Bramble]

I got a shipment today from them with cards that say James Thompson is the owner lol

 

[Simply Red]

Wow! Have only heard good things about Mount Baker Vapor...until now.

Good luck and Happy Vaping!!

p.s. I'm going to a Vaping convention on the 22nd here in the Tampa Bay area and MBV will be there. I can ask them about your post and maybe a contact person for you?

 

[JD11]

I'm really hoping that everything gets sorted out.. I have had excellent service from them so far.

 

[fajuvo]

Oh wow I had a problem with their juice once and they sent me a free one after only 1 min of talking with them. If the new owner is James Thompson maybe that could be why? New owner new policy? When I had my problem it all said Jesse Webb as the owner... May want to check into it and contact the owner and skip this Josh guy...

 

[Elizabeth Baldwin]

My business card from them says James Thompson is the owner. Go to their Facebook page... I see someone there helps customers through email and seem to resolve issues promptly that way.

 

[RedNBlack]

Hey there Thermal,
Sorry to hear about the issue.
I have not had any issue contacting
James Thompson @ mtbakervapor.com.
He has been spot on with any questions.
They have been above and beyond any sites for delivery
any questions.

 

[Simply Red]

Hey! I think James Thompson might be the owner! lol... Offer still there if you need it but it doesn't look like it.

 

[Bubba]

Huh. Never had issues with them but I'm here in the US. If you can't get this resolved with them, call your bank and file a claim. Sounds like you have all the proof you'd need to get your money back.

 

[mcol]

James is one of the owners and the one that pops in here to ECF.
He can be reached (once you get five posts and get cleared you can
post in other threads here) here - http://www.e-cigarette-forum.com/fo...cotine-e-juice-friendly-customer-service.html

Otherwise try them via email as previously suggested.

 

[Catuela]

I believe James is an ECF member as well. MBV is regarded as one of the best when it comes to its customers. I'm sorry you have had a problem.
Not to place blame for anything on anyone, but remember they are a business and I'm sure have policies in place to protect themselves from unscrupulous individuals.


Sent from my iPhone using Tapatalk

 

[dcsanchezrn]

I've had great experiences with MBV...sorry for your experience

 

[Thermal]

Thanks all. Most of their customer service people were super. This Josh guy was basically rude. Fed Ex were even kind enough to phone them to confirm that they had delivered the package back - this Josh guy hung up on them. Supposedly he's their "customer service manager".

I actually ordered some other products from them and had them delivered to the US (this was before I realized that they were not going to issue a refund on the first order) - had no problems and really like their e-juice.

I'll contact the owner to see what he says - and report back.

Thanks again.

 

[Thermal]

Hi All,

I tried to send an email to James Thompson but it bounced back. I tried several alternatives.

Does anyone have his actual email address please?

 

[rastapete69]

something smells fishy here......

 

[Thermal]

There is nothing "fishy" about me

I found the email address for James and asked him to look into the issue.

I will let everyone know what he says.

Basically the goods were stopped by customs in Mexico, returned to Mount Baker (confirmed by Fed Ex), have gone missing in Mount Baker and "Josh" is saying its my fault and will not refund or ship out a replacement order to a US address. Not going to let this one go until I either get my money back or replacement product shipped to a US address. Its not a big order at all its just the principle and I have become dogged because of the way Josh has dealt with the issue.

 

[rastapete69]

So, you're in the UK, your shipment to Mexico got sent back, now you are trying to get it sent to the US?

 

[Thermal]

No - I'm from the UK - living in Mexico. I tried to have the product sent to Mexico but it was refused and sent back to Mount Vapor. My wife was visiting the US on business so I tried to have the returned package delivered to a US address where she could collect. I was told by Mount Baker Vapor online that this would be possible and that I just needed to send an email to customer service - which I did - and which was promptly ignored. They (Josh) are claiming that the package never returned from Mexico. Fed Ex are saying that it did and that they have proof that it was signed for. So basically Mount Vapor Baker have both my money and my goods. At this stage I just want my money back (for the goods that were returned to them by Fed Ex). I have said that I am willing to pay for the failed delivery to Mexico. Its just that they are refusing to discuss anything other than I lose both my money and the product.