My experience today at the store

[ray0266]

Today, I paid a visit to Freedomsmokeusa to get some straightVG and PG along with lots of condensed flavorings. I wrote down my order (frontand back full!!!) and after waiting for about 15 minutes for my name to be called,I handed my order to one of the ladies who worked there. She went to place theorder but could not. She told me she’d be right back. After returning she toldme the manager told her the items I was trying to purchase were sold onlyonline and that’s why she could not place the order.
The question is, what if someone just wanted unflavored 50% VG50% PG?
I was willing to pay almost twice as much for the items locally,where the same items could be obtained for much less online. It makes no senseto order the item on freedom’s site, pay taxes and pay for shipping. I live 5minutes away from the store.
I ended up leaving the store empty handed where I was readyto spend $150+. When I got home, Iplaced my order through an online vendor and had it shipped overnight. Thetotal came to less than what I was going to pay at freedom.

Ray

 

[graymike]

Hard to know what happened here . . . My experiences, particularly at the River store have been quite good. Were you at the Broadway store? I think FS is a little pricey, but they're consistent and excellent. Guess I wish you'd contacted the management before posting your complaint. Misunderstandings are not uncommon . . . especially among those of us who recently quit smoking. I'd try another time, I really think they're trying to do the right thing. (I'm not affiliated with FS on any way . . . just an ex-smoker committed to getting to the other side).
Regards . . .
Mike

 

[ray0266]

Hi Mike,

Thanks for your reply. I was just simply posting my observation so the management can correct it. The store was the one on River. I also have to mention that I have had a pleasant experience every time I visited the store for the past six months. I always get my pre-mixed from freedom and thought to start purchasing my DIY supply from freedom as well.
I also wanted to purchase the 1 ml syringe but I was told the same thing I noted in my original post.

Ray

 

[mauisun]

Sorry you felt the experience was not to the standards you were expecting. Our stores are not truly setup for diy. we cater to the public who needs, batteries, mixed juices etc. I remember just 3 short years ago when we were the first true lounge to open in the U.S. before that there was nothing but online. We sell what we can to the public but we are not setup for the kind of sales you are looking for. I don't think any vape store is. We are more then happy to help folks with anything they need but to give us a thumbs down because you could not get all the diy you wanted from a walk in retail vape store does us a dis-service in my opinion. We, like the place you bought online from could just as easily have sold you all the same product online, and express mailed it to you just like them. But I don't think who you bought from has a walk in store. You have to understand the costs associated with a walk in store. rent, utilities, staff payroll, insurance, licenses the list is endless.
As I said, sorry your experience was not to your liking but I don't think we deserve the thumbs down on that one. Just my observations...

 

[patkin]

Comparing shipping costs around the net, I was pretty shocked when thinking I would pay less for a quicker delivery in my own State but found that at FSUSA I would pay twice what it costs in shipping from 8 States away and wait longer for delivery. Made a strictly net vape shopper out of me. In fairness, its not just them. It seems all the vendors in Arizona are out of the question with most pricing way out of line. Too much other good competition which is always good for the consumer. Most of my purchasing is done in California, Michigan, Virginia, North Carolina and Washington State and usually arrives three days after I've placed the order except for California which has taken longer... go figure. I guess Arizona is just an expensive place to live.

 

[ray0266]

I agree that my post did not deserve giving the thumbs down (removed). I 've had a 100% pleasant experience at your River store and will be a returning customer. And thank you for clearing this up by explaining how the store operates.

See you guys soon

 

[mauisun]

thanks ray I appreciate it and so does Pam. Arizona is not an expensive place to live. It's actually a beautiful state. we charge what the post office charges to ship a box flat rate anywhere in the U.S. we prefer to keep our product safe in a box, and a tracking number to know where it is and when it arrives. Pam and I never felt this was otu of line. if folks want to buy from other juice vendors because the shipping is cheaper so be it. But personally we strive for pure perfection with our juices, using nothing but the finest ingredients that cost the highest amount of money to purchase. I vape what i create, i wouldn't trust vaping anyone else's juices myself.
But we fully understand everyone's needs to save money. We have 7 kids, we understand that need greatly. Still, at the end of the day, I don't think we deserved getting smacked just because someone feels our shipping costs are out of line. I will always be of the understanding our juices are well worth the costs.
I have said this many times but will say it again. When regulations do come, and they are going to come hard, most online vape places are going to disappear. Pam and I invest heavily into making sure our facilities will pass every rigorous inspection that will come. Our walk in lounges will remain a way of the future for vapiing. We went way out on a limb to open a full blown vape store when the only way to purchase back then was online. We don't have the luxury of doing it all from home with no overhead costs etc. We work hard to make sure we will be here for the long haul. The future is coming and that isn't a joke...

 

[DHP1303]

I have been waiting a very long time to get an eGo- C twist in a color other than pink or white and either a clear or black vivi tanks and both locations have been out for over two weeks pretty disappointing, kind of feel like you guys weren't prepared for New Year's resolutions... been a great store for the most part, but I am recently free from analogs and it's a bit of a struggle to stay analog when my battery dies, at $30 bucks a piece I would rather not just settle for a big pink battery

 

[mauisun]

unfortunately the colors we have are all we can currently get. You have to keep in mind the factories in china are overwhelmed these days due to the popularity of e-cigs. There are factories that put out a similar but inferior product in all colors but we will not carry inferior products. We're just glad to be able to stock what is available from the large manufacturers in bulk quantities. The U.S. is still brand new to the e-cig craze. They are massive consumers and the largest factories were, in my opinion, understaffed to handle the demands of the American public. Still, we work day and night to bring in as large a quantity, and as large a variety of product as we can every day.

 

[Peggyann]

I have to tell Freedom Smoke USA - you are my go to vendor, I love your products (mostly ejuice) and can not live without my hazelnut and peppermint from there. I just want you to know that you are the best!

 

[bnbcali]

I have no problem with giving you a thumbs down. After dealing with Kim (online store processing) on a defective DCT tank, I threw in the towel on FSUSA and decided to support other local businesses. This DCT Tank was a gift, nobody would have known the tank was defective until it was Open & Used, as it would not seal properly, but she really wanted to argue about a $5.00 tank. I was told because the product was Open & Used it was not covered under the FS Return Policy, even when I direct quoted your policy from your website:

Defective Products
We will replace any defective product free of charge in the U.S.

This is an issue that cannot settled with cool smoke blown up my ...., it should have been taken care of a long time ago. I understand a business needs to draw the line on returns & claims to stay in the black, but to let a simple piece undermine a relationship is really disappointing. I wish you guys plenty of success, as I believe in the message and products you're selling people to get them away from the analogs, but it will no longer be on my dime. Lord knows I owe Mallory a big hug for taking the time to get me away from my analogs, too bad you let her get away, she had product knowledge and customer retention skills that are rare to find in this town.

 

[vaporgalinfla]

bnbcali - Sorry that you had a bad experience. Did you ask to speak with a manager and/or call the main number?

 

[bnbcali]

Vaporgal, this issue was taken up with the manager at the Ina location (where the online items ship from) via (6) back-and-forth e-mails , as well as in person with the manager at the Broadway store.

I was willing to send back the defective tank, On My Dime, for a replacement. It was not a difficult situation to resolve, it's was $5.00 DCT Tank. They proceeded to hold their ground, I will hold mine and make sure that people know why I choose not to do business with them. I'm not here to bad mouth the company, but sweeping it under the rug will never make it go away, even if it was just $5.00.

I choose to keep this conversation out of the Main/Negative Forum boards out of respect. My hope is that it will get far enough up the ladder that changes are made. The customer is not always right, but when he/she is, a business is obligated to take the appropriate course of action to rectify a the situation. I no longer have a dog in this fight, as I have found other suppliers that want my business.

 

[mauisun]

bnbcali. People tend to forget just a few short years ago when there was not a single walk in store in the country.
Everyone is human. You, me, Pamela, the world. Sure there are always other vendors, and others crop up daily trying to make a fast buck off this new invention in this country.
Like was observed above, did you ask to speak to a store GM? regular line employees have very little wiggle room. As you, or I would expect with any business. Our store managers are another story. They have a lot of leeway.
As do Pamela and I. It is no great mystery what our own personal cell phone numbers are. We are never too busy to speak one on one with a customer. We have personally excelled in that field. Keep in mind, we were the first walk in lounge, and we were the first to have a toll free number in the U.S. we even fielded calls from people who bought from other vendors but just needed a quick question answered. We always gave it day and night.
email me directly I would love to sit down over a good drink and have a chat. In the world of business, owners are the final buck stopper and it is the same in mine and Pam's business. We care far more then you can possibly imagine
david@freedomsmokeusa.com
pamela@freedomsmokeusa.com

 

[bnbcali]

David,

I appreciate your seemingly genuine concern regarding this matter. As I stated previously, I do owe your former employee a debt of gratitude for helping a group of us kick our analog habits, even though our e-habit seems to have transformed into a hobby, which I think is more expensive than our analog habit, without all negative effects.

You have built a very succesful business, and are a trail blazer, when it comes to the e-cig craze in the US. Your success is a testament to your commitment to the product you sell and the help you provide, but it does not absolve you from the actions of those you choose to represent you. The appropriate chain-of-command was followed, knowing that the general sales people are limited in their actions and resolution skills. I don't know the position that Kim holds at the old Ina store, but that is who you get to talk to regarding any online orders. I believe the manager at the Broadway store is Josh. I walked away from the Broadway location dumb-founded, like I'd been told to "pound sand". Josh was concerned about the actions of the Ina location, but still gave me the shrug shoulder, "what am I supposed to do", brush off. He has people and listening skills, but if he holds a position within your company to make management decisions this was the wrong way to let me leave your place of business.

Your pointed response and honest disposition to this small matter shows me a business owner that cares, but it does not offer me an apology, you're employees are a reflection of you. Being a pioneer in this industry is short-lived if you cannot control your empire, others will always come along and do it better, cheaper and faster, all while you're trying to become the Walmart of the industry. It was a chicken squat $5.00 part, it was all about the principal, nothing more. Day in, day out, I'm forced to see my customers negative point of view on situations that are beyond my control, but rest assured the customer understands that I'm on their side and I will do what I can, within reason, to make it right by them. I know you don't sell defective parts, but you're going to catch the grief if a 1 in million Chinese Seal is bad and you're obligated to make it right by your customer. I also understand that some customer requests go way beyond the realm of reality and logic, but they need to be heard and brought back down to earth, if that does not happen you get a situation like we have here.

Like I stated previously, I wish you much success in your journey, as I do support your message and products, but I also live under the forgive, but never forget policy. Knowing that I have reached the top of the ladder, I shall now consider this matter closed, unresolved, but closed. Thank you for your time and attention to this matter, I hope it's a lesson that will strengthen your future success in issue resolution.