My Freedom Smokes - Customer service issue : Jake67

[Jake67]

Company name

My Freedom Smokes​

Date of your initial complaint to the supplier.

21 October 2014​

How did you contact the supplier

Email​

Ticket number (if you were issued one)

-​

General nature of complaint

Customer service​

Briefly describe your problem or issue

Purchased 3 5 packs of the nautilus BVC after business hrs on the Oct 20. When I received the shipping confirmation it read BDC coil which is older inferior product. I immediately sent a response to support letting them know about the error. Today on the 21st at 7:30 Am I received a tracking number i replied to the email and have had communication via this method in the past. No reply. I called and left numerous messages with no return call. I received an email late morning that the shipment couldn't be corrected because order was already at the USPS station. In the past I was told that the tracking was only created and all orders were shipped end of business day. I was told by Alex that they had not received my email because they operate from 9-5
and could not correct the error. I asked for a return label and that was denied.

I have dealt with the company in the past. My first order was was supposedly shipped and then I received a call from Alex stating that my order which had a tracking number was out of stock. He suggested a replacement of a similar product.

I can continue to support my case but I think the pattern is clear here. This vendor is unwilling to correct mistakes. if you would like the emails to support my claim please let me know.​

 

[AlexStiff]

After receiving your request to correct your order (at aprox 10:00pm Tuesday) and being able to read it the next day (aprox. 12:30pm Wed) I had informed you that the way we have to complete orders leaves very little room to correct an order. Sometimes it can be corrected, sometimes it can't. Though we do hold the right to not correct any order once it has been placed (Order Editing / Cancellation) though we do try our hardest if it is within our ability.

This was the last email that was sent to Jake67
"Jake, you are hearing me wrong. We do not have a 24hr customer service hotline and email support. We are a small business and cannot afford such things so our hours of operation for customer service are 9:00am-5:00pm EST (which is stated on our voice mail message when you call) and you were trying to contact us after business hours; that’s why no one was able to answer your phone call. By the time I had received your request for change, we had already shipped your package. We work very hard to make sure the items you ordered get to you in a timely fashion but the down side to that is that we very rarely can fix ordering errors. The reason we were able to fix your last one was because if we are out of stock on something, it gets brought to my desk and I have to contact the customer to see if they would like the rest of it shipped with or without the product.
We are truly sorry for any inconvenience this may have caused, we just please ask for you to double check our order before placing it so an issue like this does not arise again.
If you have any questions, feel free to ask.
Thanks!"

We also gave him the option to refuse the package when he receives it so we can apply a store credit or swap it for the ones he wants.

 

[AlexStiff]

Also, There seems to be a bit of spamming done so I figured I'd address some of the other things that were mentioned in other threads.

"Curious, have you ever been shipped the wrong item by a vendor and they told you tough luck?"
This is a completely false statement. We did not send him a "wrong product", he ordered a product that he later spotted it and wanted to change the order. He has not even received the product yet.

"Their shipping is great. So great that when you order at midnight they claim it arrived at the post office at 7:30 the next morning"
Again, this is not what was said. As I stated above, by the time we received his request, the package had already been shipped.. Not that the post office had custody of it.
Orders that are placed first get shipped first and this order was placed shortly after we stopped fulfilling orders for the day. When an order is marked as "Shipped" that means the shipping label had been printed and the package was in a bin to ship. We fill about 4-5 large mail bins every day and the bulk of that is done early in the day when more people are working. In order to find an incorrectly placed order, Myself and about 2 other people (packers) would have to search through the bins to find (in this case; a very small) package.. Which means I will be away from the computer and phone and our shippers will fall behind in getting everything packed and ready for the mail truck... In essence, no longer providing the highest quality service that our customers expect when they buy from us.

 

[classwife]

This was not a proper Negative Review, Posting Procedures were not followed by OP

Since the SA responded I am locking this instead of deleting it.