Order not received - No answer to my Tickets at COV's site

[Manete]

Hi.

Sorry if this is the wrong place to put this, but I'm kind of desperate.

The thing is that I still have not received my $100 worth order (31868) which, according to COV, was sent last September 21.
No answer to my emails, no answer to my recent ticket...Don't know what's wrong with Justin/Bruce, but I getting no kind of support for this issue. I just had a message a fortnight ago in which I was informed they had just returned from Vapercon2 and had not able to give me an answer.
I've never had any problems in the past with previous orders, but I'm worried with this one and I need support/answers.

PLEASE, do contact me.
Thank you,

 

[McAldo]

More than one month late and no reply whatsoever?
That's quite a lot.
Try all contact numbers and you can find, perhaps a phone call.
Anything else failing, send them a message notifying them that you are considering contacting your credit card provider to get the money back, unless they reply within a week.
That normally works.
I am always perplexed with sellers keeping silent, most customers will be quite tollerant of delays provided they are kept informed, that's something railways understood long time ago, at least here in the UK

Sent from my SK17i using Tapatalk 2

 

[JthaBigVapor]

Sorry I didnt get back to you on this yesterday, I was ill and did not come into work.

I'm sorry if your ticket got buried.

Due to the recent gg advanced order, plus issues with maintance, a lot of older CS tickets got buried. Which is why the communication probably cut off, another 300 tickets came in after you had sent in your ticket...

Im sorry that you have not seen resolution, it was not intended.

I have referenced your order number, your package was sent to you, have you checked with you local post office? Or customs office?? They might have your package.

Your package was sent out by us on the 18th of Sept, the issue has to be with your country's customs, as you indicated in the note on that order, you have had packages take up to two months before because of your customs office.

I am sorry but we really cant do anything on this end, until you check with those offices, then we can proceed from there, please pm me for further contact.

 

[Manete]

Hi.

Thanks for your answer.

Yes, I know there could be a customs issue, but when that happens, instead of receiving my parcel, I receive a signed-for notification...which I have not received this time. If that notification had got lost, they would have issued another one 15 days later, and as stated, I have received no notification at all.

On the other hand, I personally know the postman (after so many years..).
Whenever there's a signed-for / non-signed-for parcel, and if I'm not at home, he always leaves me a notification in order to go fetch it the following day at the Post Office.


That's why I'm certainly worried...If it was sent on the 18th of Sept... I count the days, and I'm kinda afraid we're out of time. Packages only take this long to arrive when they come from China. From Europe/Uk it takes 4-7 days, and from the US, 6-12 days.

We'll keep this conv. by pm.
Regards,

 

[dokebilee]

Sounds like you guys need more employees!

 

[JthaBigVapor]

We are currently on the issue no worries

 

[thanos99999]

I also have the same problem. I placed my order on 30 September and still the items have not been delivered to me. This was my first order on your site. Order number 00032358 and ticket code 0000001583. Check it out please. No support at all, so far.

 

[FaniFox]

Yes, I saw a lot of complaints from Greek customers at the relevant forum.

The complaints were mainly about not receiving support...

I am sure that a highly respectable company such as COV will manage to solve this issues the soonest, isn't that right?

 

[keighles]

If you are a customer from overseas, it does take a little while to receive parcels. Customs coming or going always varies. I have had items take 3 to 4 weeks to ship from the states to Germany.
Either way COV will try there best to help as much as they can. But if the package has shipped, and its in another country now there is not much the shipper can do. So check with your customs office.

 

[FaniFox]

I totally agree, sometimes it takes more than that, but it was mentioned that no tracking number was given and that, up to now, noone responded to the request for one.
COV, was there any shipping issue with your software not sending tracking numbers whenever an order was sent out?

 

[urahara]

@Thanos
Did you get any answer from them..?an email or pm?

 

[thanos99999]

Still no answer at all. They provided me on 3rd Octomber a tracking number from stamps.com which according to USPS is only an electonic notification and not a receipt or the actual mailing date. I payed 38 dollars for shipping on 30 September, still don't have what i payed for, i am not even sure that the package has been sent and no replies at all. Not to my mails, not to my tickets, not to my posts. By far the worst customer support i have ever met.

 

[keighles]

Wow...very unlike them, normally there is top notch customer service at cov. Try sending a pm to Justin. If you already did send one to him again. Then Bruce. I am sure something got buried and this was UN intentional. But I understand the frustration.

 

[JthaBigVapor]

We are aware of your situation, I am sorry I thought I had responded to you already several times.

I was wrong, I apologize.

We have been looking into your order since I got your CS Ticket last week, I apologize for the delay/mistake on my end, I am currently looking into a better ticketing system so we wont have problems like what happened here.

I just wanted to assure you we are in fact on this issue, and I didnt/failed to make that clear to you, again, my bad.

**EDIT**

And by on it, I mean I am going to send you out another package with your order in it as resolution and to not have your wait any longer. Sorry about that

 

[thanos99999]

They have been alreay delivered to me. Very fast this time.

 

[JthaBigVapor]

Yeah unfortunately, the non-delievery had nothing to do with us

All we could do was resend the entire order out to you.

Im very glad you received your order

 

[licfocko]

i have the same problem, but since july, i have sent you emails, already claimed like 5 times, and only the first time i got an answer that says that you will be out for National Holiday, my order is 28533, please help i have already go to the post office, several times, and they have told me that you need to claim to your postal service

 

[JthaBigVapor]

Garcia,

We already sent you a check for your refund as we could not replace your order. This was done weeks ago.

You should have already recieved it in the mail

*EDIT*

I will double check on this for sure. As I already had this issue as resolved in my personal notes.

 

[licfocko]

mmm haven't receive it, is it better for you if you cancel the check and make a direct payment via paypal?......... i really wanted my order, it's a shame! maybe next time!

 

[JthaBigVapor]

For sure, I will look into this.

Maybe we will be able to just send it pay pal like you asked. I will take this convo to pm once I have an update for you, later today.

I know you wanted your order, but we just cant ship what we dont have Its a shame though, truely, but such is the customs monster...