Not pleaseed with the Provape delivery process

[unclestu]

I put in an order with Provape on cyber Monday. I replaced the gun metal 2.5 which I lost with a new gold Zencoat 2.5. I also ordered 4 AW 18650 bateries for it along with a new charger for $39.00. Obviously this order qualified for free shipping as it is well over $99.00. In addition I becaame intrigued with the new Radius so I treated myself to one of those as well. At $199. for the Radius that also gets free shiiping.
After all of this self indulgence I am now disappointed with Provape. Al of the items I ordered were in stock and ready for shipment within 48 hours with the exception of the Radius which was 1 to 2 weeks. I can't believe that Provape is not shipping all of the other items until they can ship the Radius. If I would have known I would have placed 2 seperate orders. I would have thought that Provape customer service would have been more accomodating when I inquired about the delay. Don't get me wrong I love Provari and I am sure I will love the Radius when it arrives. I just think that they would have been more accomodating and not so cheap. I know it is all about the bottom line but at times times like this they should think about the customer. Especiall since I could have split up the order and they would then had shipped the entire order in two shipments. I wouldn't be so impatient if it were not due to the fact that I am trying to replace my 2.5 that was lost. Anyway I guess I feel better now after my rant. LOL

 

[ENAUD]

I feel your pain Unklestu, perhaps you should open a ticket with customer service and see if maybe they can accommodate you. ProVape Inc. < that is the link to the submit a request form, and good luck! I have always had very good response from them in my inquiries.

 

[Jim-]

I put in an order with Provape on cyber Monday. I replaced the gun metal 2.5 which I lost with a new gold Zencoat 2.5. I also ordered 4 AW 18650 bateries for it along with a new charger for $39.00. Obviously this order qualified for free shipping as it is well over $99.00. In addition I becaame intrigued with the new Radius so I treated myself to one of those as well. At $199. for the Radius that also gets free shiiping.
After all of this self indulgence I am now disappointed with Provape. Al of the items I ordered were in stock and ready for shipment within 48 hours with the exception of the Radius which was 1 to 2 weeks. I can't believe that Provape is not shipping all of the other items until they can ship the Radius. If I would have known I would have placed 2 seperate orders. I would have thought that Provape customer service would have been more accomodating when I inquired about the delay. Don't get me wrong I love Provari and I am sure I will love the Radius when it arrives. I just think that they would have been more accomodating and not so cheap. I know it is all about the bottom line but at times times like this they should think about the customer. Especiall since I could have split up the order and they would then had shipped the entire order in two shipments. I wouldn't be so impatient if it were not due to the fact that I am trying to replace my 2.5 that was lost. Anyway I guess I feel better now after my rant. LOL

Feel your pain. I had something similar happen when I ordered my first Radius. They bundled all the items I ordered with the Radius delivery even though everything was in stock except the Radius. Fortunately for me not a big deal as I had back-ups but it still made the wait for my goodies no less agonizing..

 

[Jim-]

I feel your pain Unklestu

Doh! Seems we have pains at the same time..

 

[unclestu]

Thanks for your quick reply to my post. I actually did just that when I noticed that the order had not shipped. I got a nice reply from one of their customer service people who very nicely explained that they do not break up orders into multiple shipments and that the Radius should be ready to ship no later than 12/14 alog with the rest of the order. As I said NOT VERY ACCOMODATING

 

[jwbnyc]

Yeah, they always ship the order complete, rather than breaking it up.

I think it says that somewhere on the site.

I don't think it's because their cheap though. It's just the way they process orders.

As you say, you could have done Two separate orders and both would have qualified for free shipping.

I don't think there is anything preventing you from cancelling your current order and placing Two separate orders, so that you could get the stuff you need a little earlier.

 

[unclestu]

When I last checked my order status I did try to change the order and delete the Radius but there was a note stating that the order is in the final stage and can't be changed. Also I did get 10% off for cyber Monday that I would not get if I ordered now. It would only amount to $20 for the Radius but that pays for a couple of batteries. I can see not breaking up the shipment if it were over a small low cost item that would not have gotten free shipping. But seeing as though the remaining items other than the Radius more than qualified for free shipping they could have went through the trouble to accomodate a customer. Yes I now see it in their conditions for free delivery but that condition is not displayed when you make your order you would have to go looking for it.
All I can say is that I will know better the next time I place an order.

 

[AstroTurf]

I would deal with it in this manner...

Contact them and offer them two options.

Make it two separate orders or cancel my order. (Period)


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[Jim-]

When I last checked my order status I did try to change the order and delete the Radius but there was a note stating that the order is in the final stage and can't be changed. Also I did get 10% off for cyber Monday that I would not get if I ordered now. It would only amount to $20 for the Radius but that pays for a couple of batteries. I can see not breaking up the shipment if it were over a small low cost item that would not have gotten free shipping. But seeing as though the remaining items other than the Radius more than qualified for free shipping they could have went through the trouble to accomodate a customer. Yes I now see it in their conditions for free delivery but that condition is not displayed when you make your order you would have to go looking for it.
All I can say is that I will know better the next time I place an order.

I don't think you would even have to make a stink once you have a live person on the telephone line. Just explain the situation to them and I have little doubt they will not accommodate you post haste.

 

[Ca Ike]

It states on the site under the preorder notes for the radius that they will ship all items ordered together when the preorder is ready. It's been their policy for a long time. On the bright side of its in final processing it should go out soon[emoji4]. I got that message trying to change an order once and I got a shipping notice two days later.

Be warned though, usps is two days behind on deliveries now due to the holidays. I got an order today that was supposed to show up on Thursday.

 

[AstroTurf]

It states on the site under the preorder notes for the radius that they will ship all items ordered together when the preorder is ready. It's been their policy for a long time. On the bright side of its in final processing it should go out soon[emoji4]. I got that message trying to change an order once and I got a shipping notice two days later.

Be warned though, usps is two days behind on deliveries now due to the holidays. I got an order today that was supposed to show up on Thursday.

While I as a businessman can appreciate policy and conducting good business practices...

A Business should never be un-understanding of its customers needs. Especially when it is the business that is a lil behind in delivery of a product. They, the business, needs the customers understanding and patience. To not be flexible during a businesses weaker product inventory days is akin to saying... Hey we don't change, and we don't care.

The OP has a strong point in this case!

Just my opinion, Jim

 

[ENAUD]

I don't think you would even have to make a stink once you have a live person on the telephone line. Just explain the situation to them and I have little doubt they will not accommodate you post haste.

The problem is that dealing with Provape customer service is done only through their "ticket system". They don't offer phone support. It's a brilliant concept, which allows the most efficient use of their personnel, by basically putting all customer contact in a queue. I know first hand that, as the customer, it can feel like hearing the words, "talk to the hand!". This is the unfortunate downside to the efficiency of the system in place.

As to breaking up orders, I don't have any idea how they process their orders, I imagine there is a lot going on what with individual and vendor orders being processed. It can be difficult in such an environment to find and interrupt an order that is in process, and having experience with a distribution environment, those are the times when things can get screwed up.

 

[tearose50]

Hmm -- It is true that it's been quite some time since Provape has needed to say --- "it might/will take a couple of weeks" to get your order out. People wanted pre-ordering and that is offered now on some items, too. Perhaps larger print and double reminders that all items will be shipped at the same time is in order. Though delays aren't fun, I'm very pleased the Radii (and other sales) are keeping the crew quite busy.

I do so hope the elves get extra energy and get the OP's package out much sooner than promised.

 

[classwife]

Maybe I am strange, but I would never imagine that an order would be split up for shipping if one of the items has a later availability date.
I would just know the whole thing would ship when the final item was done.

 

[AstroTurf]

Maybe I am strange, but I would never imagine that an order would be split up for shipping if one of the items has a later availability date.
I would just know the whole thing would ship when the final item was done.

Imagine yourself having two kinds of items in your cart...

Things you want, and things you need.

I would split, and pay for two shipments, No Problem.

But, I want a choice.

Just my thoughts, Jim

 

[unclestu]

It is human nature when dealing with things on a dailly basis to lose sight of the way a person who does not deal with those things on a daily basis interprets the situation. Customer who frequent their website often are probably aware of their shipping process. However since 2012 I have only been on their site 3 times and all of my purchases involved items that were redily available. Now days most of my purchases are done online. I have never had an entire order held up because one item was out of stock so I was not anticipating that to be a problem. Yes I should have been more observant but they should simply have a disclaimer that you check off on stating that policy. This way as a customer you can order appropriately.
I was given the name of a person to contact and I am sure that they will help me out the best they can. I honestly think that they would want to keep the customer happy. After viewing the tour of their factory with P Busardo I really think they do care about their customers and their reputaion in the vaping community.
Thnks you for all of your replies and private conversations pertaining to my thread.
Stu

 

[AstroTurf]

It is human nature when dealing with things on a dailly basis to lose sight of the way a person who does not deal with those things on a daily basis interprets the situation. Customer who frequent their website often are probably aware of their shipping process. However since 2012 I have only been on their site 3 times and all of my purchases involved items that were redily available. Now days most of my purchases are done online. I have never had an entire order held up because one item was out of stock so I was not anticipating that to be a problem. Yes I should have been more observant but they should simply have a disclaimer that you check off on stating that policy. This way as a customer you can order appropriately.
I was given the name of a person to contact and I am sure that they will help me out the best they can. I honestly think that they would want to keep the customer happy. After viewing the tour of their factory with P Busardo I really think they do care about their customers and their reputaion in the vaping community.
Thnks you for all of your replies and private conversations pertaining to my thread.
Stu

Thanks for the Update!

Keep us posted!

And throw up some pix of that Vape Beast when you get it too!!!

Jim

 

[Ca Ike]

It is human nature when dealing with things on a dailly basis to lose sight of the way a person who does not deal with those things on a daily basis interprets the situation. Customer who frequent their website often are probably aware of their shipping process. However since 2012 I have only been on their site 3 times and all of my purchases involved items that were redily available. Now days most of my purchases are done online. I have never had an entire order held up because one item was out of stock so I was not anticipating that to be a problem. Yes I should have been more observant but they should simply have a disclaimer that you check off on stating that policy. This way as a customer you can order appropriately.
I was given the name of a person to contact and I am sure that they will help me out the best they can. I honestly think that they would want to keep the customer happy. After viewing the tour of their factory with P Busardo I really think they do care about their customers and their reputaion in the vaping community.
Thnks you for all of your replies and private conversations pertaining to my thread.
Stu

I admire your calm resolve. I do know from past orders that sometimes they will ship a partial order but in my cases it was a supplier to provape that was behind so out of provapes control. The radius timing is completely in their control and they are ahead of projections so far. 14 days is very reasonable time frame to process and ship an order considering the fact that right now the radius is in a sense built to order.

Now this is the first time provape has done a simultaneous preorder for both vendors and individuals. In the past they were separate. I would expect some policy changes will come as they learn from this experience. CS is paramount to them and they have always made adjustments where needed.

I can't find where I saw it, but I heard that when your order goes to final processing it usually means your device is in the last phases of assembly/testing and will lock in your order. I've had quite a few talks with provape CS prior to ordering things so that may be where I got it. Just be content in the fact that they will take care of you [emoji6]. They are the best in the business only rivaled by Zen(HOH)

 

[unclestu]

Well as suggested by another member here I contacted Provape via email and I woke today with an email from Kim at Provape who could not have been nicer. She layed out a way in which I can keep my Radius order active so as not to lose my place in the que and to remove the other items from my order. I then could reorder what ever items I wanted and have those items shipped at once. That being said I did just that and as a result I was also able to change my original order so as to not get a gold 2.5 but rather a gun metal P3 blem instead. I also ordered a stealth Kabuki to go with the gun metal P3 and the radius which I had already ordered in black. They even honored the 10% cyber discount and I got to use my gift points that I all but forgot about. All is good with Provape. WIll post pics when all arrives
Stu

 

[AstroTurf]

Well as suggested by another member here I contacted Provape via email and I woke today with an email from Kim at Provape who could not have been nicer. She layed out a way in which I can keep my Radius order active so as not to lose my place in the que and to remove the other items from my order. I then could reorder what ever items I wanted and have those items shipped at once. That being said I did just that and as a result I was also able to change my original order so as to not get a gold 2.5 but rather a gun metal P3 blem instead. I also ordered a stealth Kabuki to go with the gun metal P3 and the radius which I had already ordered in black. They even honored the 10% cyber discount and I got to use my gift points that I all but forgot about. All is good with Provape. WIll post pics when all arrives
Stu

This is Super Good News!!!

Thanks for the followup my Provi Brother.

Jim


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