my first order, not too happy :(

[oldsoldier]

The website processed my card yet didn't update my order, so its all sitting in the cart. I used the contact form but with it being a holiday weekend I won't be getting sorted till Tuesday morning. It wouldn't matter much anyhow since Monday is a postal holiday.

Not really complaining about FSUSA as much as the glitch by the processor. I've heard good things about FSUSA so I'll wait and see how it shakes out.

I judge a company not by the everyday good service they deliver, but by how well they handle the burps and glitches LOL.

I'll report back when I hear something back

 

[Sugar_and_Spice]

Maybe your card did'nt go through??? I haven't had any problems with their website and I have ordered from the since Sept. Lots of times, too. LOL
A thought...check your email, see if a msg was sent?

 

[TexasT]

Hi oldsoldier! I know I should let a Supplier Associate answer this, but I'll share what I know with you.

Your card business is handled by a contractor of theirs, not by FSUSA themselves, so there's no correlation between the two other than the fact that FSUSA is notified to proceed with the order.

And, this being a holiday weekend may have a bearing on things, but for the most part and from what I've seen - FSUSA seems to have at least a few people working holidays. But this may be one they don't, I don't know.

LOL, I have a real propensity for ordering something and sure as all get out, its going to arrive on Saturday morning. For most people that's not a problem, but out here where I live the office part of the Post Office isn't manned on Saturdays and I have to wait till Monday to get my package. Happens every time, not just sometimes!

 

[TexasT]

Maybe your card did'nt go through??? I haven't had any problems with their website and I have ordered from the since Sept. Lots of times, too. LOL
A thought...check your email, see if a msg was sent?

Yeah, and check your Spam Box too.

 

[oldsoldier]

Yeah, and check your Spam Box too.

Guys. There is no spam issue because, there is no confirmation. My card was charged as I can see online the charge is pending to freedomsmokes. The the cart sits full and unemptied. There is no order pending on my FSUSA account. This one is gonna take a rep from the company to sort out.

 

[TexasT]

Guys. There is no spam issue because, there is no confirmation. My card was charged as I can see online the charge is pending to freedomsmokes. The the cart sits full and unemptied. There is no order pending on my FSUSA account. This one is gonna take a rep from the company to sort out.

oldsoldier, up in the Stickey section there is information on how to contact FSUSA. (How To Contact FSUSA) Why don't you either e-mail them or call them? David has his cell phone and nearly always answers it.

It might be best to make direct contact with them instead of posting all this here in the Forum. They do check out the Forum from time to time, but its more for those customers who like to discuss FSUSA products.

 

[oldsoldier]

They have been contacted twice by their website and email. When i called the toll free number I got an answering machine that did not identify them as FSUSA or any other business. I don't leave messages with my personal info to unidentified sources

And actually if FSUSA would prefer folks not post about their experiences in their subforum, I would think that they would not have the stellar reputation for CS that led me to make my order in the first place.

 

[Motorpsychle]

Gee, and here I thought I was the only one to ever have this happen.

I've had this happen on three seperate occasions. One time I was charged three times before my order would process. Same thing as you, as my card was charged but the contents were still in my cart. Each time I just emailed David and he refunded the charges very quickly. More than likely you'll have to resubmit your order, and once it goes through David will be able to reimburse you.

Don't worry, David will take care of you

 

[TexasT]

They have been contacted twice by their website and email. When i called the toll free number I got an answering machine that did not identify them as FSUSA or any other business.

You didn't say any of this earlier ... just trying to help, but I don't work for FSUSA.

 

[oldsoldier]

Gee, and here I thought I was the only one to ever have this happen.

I've had this happen on three seperate occasions. One time I was charged three times before my order would process. Same thing as you, as my card was charged but the contents were still in my cart. Each time I just emailed David and he refunded the charges very quickly. More than likely you'll have to resubmit your order, and once it goes through David will be able to reimburse you.

Don't worry, David will take care of you

Thanks, that was exactly the type of response that instills confidence and reinforces all the good things I've heard about FSUSA. I know its a holiday weekend and things may take awhile, but I'm certain someone will get around to me when they can.

 

[hairball]

Don't panic. I've contacted them by email and had a reply pretty quickly. Someone will contact you. Call their number again and leave a return number. Wouldn't hurt.

 

[salemgold]

They will take care of this asap. I will notify them of this issue. No worries.

 

[oldsoldier]

Still no response but I'm patiently waiting for an email.

 

[salemgold]

It is the weekend so please have some patience. Although the crew normally works 7 days a week they took a well deserved break this weekend. They will take care of the problem with your order not going through.

 

[salemgold]

oldsoldier, Please send an email to support@freedomsmokeusa.com
They are not working today so should be able to answer in the morning. If you had an issue with the site and emailed through the site there is a good chance that they did not get your email.

 

[Automaton]

Howdy, oldsoldier.

As Salem said, most of the crew has this Sunday off. But if I were able to fix this from my phone, I certainly would.

I will make a note of this and it will be dealt with first thing Monday morn. Please PM me your name/order number, or email it to techsupport@freedomsmokeusa.com

That is my email, and it will get fixed. The support email is technically the correct department but I am more aware of the forums. Sorry about this.

Cheers,
Cassie

Sent from Droid with Tapatalk.

 

[oldsoldier]

Thanks Cassie and Salem, I forwarded my original email to Cassie.

I do understand that whenever there is a holiday things take a little longer, and I do appreciate Cassie taking up this matter personally. BTW, I'm not an Ogre and I know that things beyond your control do happen from time to time As I stated earlier; to me, the true measure of service is how companies respond to the glitches and burps. Anyone can smile and wave when the sailing is smooth LOL!

Cheers,
Chuck

 

[salemgold]

I pulled Cassie in on her day off to reassure you that it would be taken care of so I am glad to see that she has been able to reassure you of what I originally said.

 

[mauisun]

this was not a normal holiday.
Pamela and I took 2 days off and flew away from 7 children to regroup our own sanity before our Lounge opens.
We have had 4 days off in one calendar year. We are not some huge company who outsources our toll free number to some slick company who answers the phone 24 hours a day. Ask the 5 people who I did answer the phone for inbetween private time with Pam.
We just got back into town 2 hours ago after a whirlwind 48 hours alone from all of the emails and phone calls.
If anyone can't understand our need and desire for that short break they may be happier with someone who mans the phone 24 hours a day, don't know anyone who does that, or someone who has folks answers email immediately upon receipt, only a few do that.
I did read this thread, including the title of this thread. I may have handled it a bit differently, life is short and things that appear to be all encompassing important at the moment lose their edge after a day or two.
Pamela and I will be back to work tomorrow after the aches and pains of compacting 1 week into 2 days.
I sincerely hope the op of this thread, and anyone else reading it is decent enough to understand, Pam and I are a family owned company and we take great pride in what we do, but we do deserve an unannounced break for 48 hours on a rare occasion, as I am sure you all will agree
David

 

[Misha707]

I had noticed that you weren't around the forum for a couple of days, which is very unusual. Glad to see you got a well-deserved break, David & Pam! Hope you got some sleep too, since you never seem to do so.