New Orders?

[No More Analog]

I ordered Wednesday and haven't received shipping notice yet, which is unusual.
What's more unusual is that I've emailed about something significant regarding my order...no response.
I've also tried calling the 800# for three days...no answer or a full voicemail box.

Is there a problem?

 

[mauisun]

we moved our entire internet divison into a much bigger building about a mile further away from where it was to handle the ever growing internet sales. Unfortunately it was a complete shambles trying to get everything reorganized during the move, which happened on Halloween eve and Halloween day. On top of that the local p hone company had nothing but excuses as to why they were no there to install the new lines on the day they were supposed to. They finally got them installed late yesterday, we are now organized and things are running smoothly.
Someone else already accused us of not caring about our internet sales. I know you aren't but as usual someone else did. Nothing could be further from the truth. Pamela and I paid alot of money to move the entire operation into a much bigger building to facilitate speed of processing the internet. We are now able to hire more good people to vastly improve speed and performance. Pamela and I will always be eternally greatful for those who can't come to our stores, but need to make their purchases on the internet. Toll free number is up and working and folks will be in at 0730 this morning answering it all day

 

[No More Analog]

Thanks!
I called today

 

[mauisun]

all set we are back up to speed at a far larger facility to move things along a ton faster compared to years in the past
sorry for the delays, this was a large, and permanent move for the future of our company...

 

[No More Analog]

Just to let you know, things don't seem back to normal yet. The things listed below are things that were not issues prior to your move.

I never got a shipping notice.

I sent additional emails and those weren't responded to either.

I called to find out if my package was shipped and the operator sent me the tracking info. It says it shipped Saturday, but the tracking info has 'no info'.

Your usual customer service has spoiled me, I guess. I would usually receive my order in 2-3 days from the day I ordered.
It's now been 8 days since I ordered (last Wednesday), my emails went unanswered, even ones sent well after your move, and the tracking info shows its been 4 days since it shipped, but there's no tracking info showing where it's at.

This is in no way a complaint. Again, I'm just saying the customer service at FSUSA is usually stellar. It's unnerving running low on nicotine and not hearing a word about shipping 8 days later.

Thanks.

 

[mauisun]

We are updating our tracking and trying to ceat up on all of our orders. You may even get your order before your tracking info. We are working very hard to get back up to speed and are getting all of the orders out in a timely manner, so we thank you for your patients.

 

[No More Analog]

Now the tracking info is showing.
It said that it was finally accepted at your post office in Tucson today. Estimated arrival is the 9th.
Why was I told on the phone that it shipped Saturday? I'd rather people be open/honest up front.
I'll just consider this order a cluster bomb of flukes.
I hope your new operations treat you well for you after all the kinks are worked out.

All that being said, I'd actually like to order 1 more bottle. Is last week's weloveourcustomers1coupon still valid? I didn't see it until after I placed my order last week.

Thanks.

 

[bluebelle]

I ordered on 11/5/12 after reading the post that everything was up to speed posted 11/4/12.

So far my order has just sat there "processed" for now 3 days.

I have sent two very polite emails (one today too) through the website referencing my order number and inquiring when I can expect shipment. I have received no reply as of now. I understand that things happen and perhaps I have been spoiled too with fast processing and shipping but when I ordered Monday I thought for sure, even on the East Coast I would get delivery by Saturday. Usually I also have had delivery in 2-3 days after ordering.

I too am running low on juice and would have appreciated a further update if there were still issues/delays.

Not a complaint either, but as I am trying once again (my third attempt sadly) to kick the nasties and it is early in that attempt so I am a bit shaky and want no excuses to fall back again. I would have appreciated a "heads up" on further issues so I could make alternate plans and an answer to my inquiries.

*Edited to add I just now received a reply to my three emails. Disappointedly, my order will probably not be shipped out until late today or tomorrow due to a back log of orders and the move it reads, which means I will not be getting my shipment until probably Monday or Tuesday of next week.

Again, not a complaint, but I wish that if there was still issues/delays with the move it would have been posted here or on the website itself so I could have planned better. I still would have ordered, but would have had a back up plan to address the delay.

 

[mauisun]

thank you for everyone's patience. Pamela and I spent a significant sum of money to move the operations from 800 square feet to 5200 square feet to both help our employees and our customers. This will be our one and only large scale move. The phone company sucks here. They had nothing but excuses and 4 days worth of delays, then after completion 2 more days of excuses as to why it didn't work.
Pamela and I are both personally in the processing area late yesterday and all day today to make sure all is good and fixed right.
We will continue to work tirelessly until we are back to exactly where we were before the move. Looks like everything is processed that is current and emails are being responded to. The toll free number is up and running and the staff is covering all bases.
Again, we apologize for the inconvenience to our customers. This was a major pain but a true necessity for all involved. Stick with us, we have great things coming around the corner
David & Pam

 

[psl_shawn]

I have the same issues as above, ordered on 11/5 my order still says processed but not shipped, no responce to my email as yet, i appreciate the problems you had to deal with and you guys have saved me many times in the past with your fast service and great products so i hope it gets back to normal soon, good luck to you.

 

[bluebelle]

Sorry to read there are fellow sufferers.

Again not to complain or bash anyone, but despite the delayed response to my emails informing me my order would be shipped either Thursday or Friday,my order still has not been shipped as of this post. With the holiday on Monday and no mail service, now it will be at the earliest Wednesday before my order is delivered to me on the East Coast, more likely later.

Having patience and understanding is wonderful and I believe I possess both. But 10 + days between ordering and shipment arrival without notice is quite a while to wait and stretch out dwindling supplies. I am trying to be optimistic they will last, but as I posted previously if I was informed there was going to be a delay instead of reading here everything was back to normal the day before I ordered, I would have made some contingency juice plans and waited for my order with a modicum of comfort.

Hopefully these issues will be worked out soon and orders will be processed in the normal speedy and efficient fashion and in the future there will be better communication of any delays.

 

[mauisun]

We apologize but since the move we are having problems getting and sending emails. It has be a long and hard process dealing with the internet company and getting our service up and running correctly, and that includes our phone line issues. Unfortunately we are a little backed up on juice orders due to all these issues but your order will be sent out shortly. One day we will back to normal so please just bear with us for a little while longer.

 

[beautifuldisaster]

I too have had the same issues as everyone else has posted about. But I feel we have all been spoiled by the amazing customer service, and the best e-juice. I believe everyone went into a panic when replies to emails and phone calls went unanswered, where in the past email/phone calls were returned almost immediately. A heads up on the website or the forum would probably have caused a lot less worried customers. However, I completely understand the frustration you and Pamela must have felt while waiting for the phone company to come and do their job. I believe all phone, cable, and electric companies have it in their employee handbooks how to work as slow as possible, and to have no regard for customer service. I feel for FSUSA. Congrats on the new space, and here's to hoping all the moving kinks get worked out as soon as possible.... You guys can only do what is humanly possible. Just maybe post a banner on your main website if there will be a major change that may/may not cause delays. .

Thank you FSUSA.... Hope you all have a wonderful weekend, and maybe a little time to relax.

 

[bluebelle]

Panic? Really?

I must have missed the "I Want My Juice Now" riots...

No one who posted here has been anything but understanding and patient. Albeit admittedly perplexed since lack of communication was the issue from the vendor as to prospective delays in shipping due to a move of the facility, as was learned later. Since the email system was apparently down, a simple message on the homepage of delays would have sufficed or a post on this forum also would have worked, but the opposite was posted here on 11/4/12.

It is after all, totally understandable given that nicotine supply is a major concern of those of us struggling to maintain cigarette freedom and as paying customers that we would like to receive what we paid for in a timely fashion, as anyone would in any other business transaction, considering that credit/debit cards/bank accounts have been debited money days and days ago and yet the products paid for have not even been shipped yet and there has been no timetable or estimate given as to when that might occur.


That being said and hopefully not in a panic stricken way, I do hope that these back orders are shipped as soon as possible for all of us.

 

[beautifuldisaster]

Here's to hoping your e-juice arrives very soon! Cheers!

 

[No More Analog]

To make matters worse...
Right after I ordered, I emailed and called them to change the shipping address.
I was displaced by the hurricane, had the juice shipped to my temporary new address, but then spoke to someone at FSUSA on two different occasions about switching the shipment back to my usual address. They ASSURED me that it was updated and will be mailed to my usual location.
I just now got a shipping confirmation that the juice was shipped to the wrong town, the one that the phone operator TWICE had ASSURED me it would NOT go to. It's an hour's drive from here.
I'm really hoping this whole SNAFU is over.
The odd part is that I should have heard from my family that the juice is at their house. I spoke to them tonight but they didn't mention anything. I'm really hoping it's actually there. The last thing I want to do right now is file for a missing package.

 

[mauisun]

We are working faster than fast to get all of you guys delivered. We thank you for your patience but even through our move we have decided to do more for you all. As of today we have 20% off everything on our website, because we love you guys and we love our VETERANS. God Bless them and their families for the sacrifices and their contributions to keeping our belove USA FREE!
For all those who have served and are serving: WE SALUTE YOU!!!!
Please take advantage of our Vetereran's Day Sale, 20% percent off on all products including e-juice and hardware.
Please type in the code: thankyouveterans
and keep on vaping.
God Bless THE USA!!!!!!

 

[bluebelle]

Wow No More Analog, sorry to hear about your relocation. I am in NY but upstate, by the time that storm reached here it was largely a non-event, a few trees came down and branches scattered about. The wind knocked out power to some and they had to wait a day or two to be fully restored, but that was about the worst of it here. I was surprised I kept power through the whole storm except for about a 10 minute outage. Nothing like others have suffered.

I am originally from NYC and my heart aches for what people are going through there.

Glad to see you are back home. Hope you suffered minimal damage.