Really , Mt Baker .

[gpjoe]

For all practical purposes, this is what my last 2, and next order look(ed) like:

• 2 identical 30ml bottles - 12% or so 'bulk' discount. ~ $12
• 1 30ml Caramel Candy (mixer for most of what I vape) ~$7
• 10% discount code (vaporfrombaker) - $2
• Total before shipping ~$17

Voila - free sample with $2 to spare

Really quite easy, and you can specify what you'd like your sample to be and nicotine and pg/vg ratio you prefer in the order comments section.

Thanks Scott from Detroit. (Me too).

 

[gpjoe]

...And I would think the only way to make that stick and seem like a worthy point is to make OP seem like a whiny baby who threw a temper tantrum because they feel entitled to everything...

But see, that's exactly how it came off - at least to me.

If that had happened to me, my response would have been something on the order of "Oh well, next time", not to post to the entire ECF community that I had been mistreated by the vendor, and sent a nasty note. Come on, is it really that bad?...and a "slap to the face"?...really? That is the crux of the problem, to me - it just seems so silly to get that upset about a $5 bottle of juice and throw a public tantrum. I realized that a lot of the things I've cited were NOT posted by the OP, but were posted by others. Still, IMO, I don't think the OP was mistreated to the extent that has been portrayed here. Good god - grow a skin or risk being perceived as the "whiny baby" you describe.

All of which explains why I could never work with the public or own a business. I'd last about ten seconds after the first baby entered the door.

 

[Feraloxide]

I get the feeling that if the OP had gone over the $15 not knowing about the free sample, and gotten a free sample that he didn't like, he would probably be on here blasting MBV for the sample choice too!

Yeah, no. It's perfectly warranted to be ...... off he was juked out of a sample over 3 cents.

 

[ChurchMouse]

But see, that's exactly how it came off - at least to me.

If that had happened to me, my response would have been something on the order of "Oh well, next time", not to post to the entire ECF community that I had been mistreated by the vendor, and sent a nasty note. Come on, is it really that bad?...and a "slap to the face"?...really? That is the crux of the problem, to me - it just seems so silly to get that upset about a $5 bottle of juice and throw a public tantrum. I realized that a lot of the things I've cited were NOT posted by the OP, but were posted by others. Still, IMO, I don't think the OP was mistreated to the extent that has been portrayed here. Good god - grow a skin or risk being perceived as the "whiny baby" you describe.

All of which explains why I could never work with the public or own a business. I'd last about ten seconds after the first baby entered the door.

I love people. Love them. In every other setting...

I HATED working with the public.

These types will suck a business dry in a heartbeat if you let them. And you would be amazed at the otherwise sane, rational people who will throw a screaming tantrum if they don't get something they didn't pay for.

The conniptions over actually being asked to pay the entire bill when it would mean a walk to the ATM a whole half block down the street and OMG have you no heart? The MONTHS of trawling the internet and writing letters to the editor of every newspaper in a 50-mile radius because they didn't receive a complimentary sample. The attempts to get the state AG's office involved over the failure to accept a coupon somebody cooked up and printed on their home pc. I once was threatened with a lawsuit by the mother of a teenage girl because the girl liked to eat cheetos while reading books I'd sold her and dang it all, SOMEONE had to pay for making her precious little angel a "disgusting fat pig".

Yeah...skip it if you can avoid it. I have nothing but respect for the people who can put up with that kind of BS long term and keep their sanity as well as a small amount of faith in humanity. :banghead:

 

[skoony]

Pretty sure you meant "wasn't aware."

Explain how this was thoughtful to write this note. And further explain why it wouldn't be communicated to the customer before the order is processed for shipping. That would be thoughtful and good customer service.

the employee thought that the Op was aware of the sample policy and took the time to write a note as to briefly explain why there was no sample as requested. it is a very popular promotion. either way whats the difference? the note was hand writen as there probably isn't a provision to add comments to the invoice. why would one contact the customer if your job is to fill completed orders. reading minds is very hard to do across state lines. i would imagine an order coming up a little short to receive a sample is a rather common accurance and this is how they handle it. they assume the customer wants his order as soon as possible as opposed to be patiently waiting for that mystery free sample.

regards
mike

 

[Skeebo]

reading minds is very hard to do across state lines.
mike

It's equally as hard when you're married sitting next to each other.

 

[Jman8]

the employee thought that the Op was aware of the sample policy and took the time to write a note as to briefly explain why there was no sample as requested. it is a very popular promotion. either way whats the difference? the note was hand writen as there probably isn't a provision to add comments to the invoice. why would one contact the customer if your job is to fill completed orders. reading minds is very hard to do across state lines.

If employee thought OP was aware of sample policy, that would be 'reading minds.' So, that right there would be reason to contact customer before order is shipped.

If presuming customer isn't fully aware of policy (written with fine details on another page of site), then contacting new customer to explain policy and see if they'd like to amend the order to meet criteria would be, how you say, customer service.

Here's the difference spelled out:
- MBV contacts customer before shipping order out to explain policy, see if customer wishes to amend order to more than $15.00 to meet criteria and thus get free sample they requested and is only way MBV can deliver samples to consumers.
- MBV doesn't send out any note on order, and instead waits for customer to follow up after delivery with any questions that MBV is able and willing to respond to, in effort to make sure customer is happy
- MBV sends note out with order, explaining policy, and exploiting fact that first time customer was off by 3 cents. No free sample for you. Thread on ECF pops up and goes 17 pages as some people looking at situation don't get why sending the note after the fact would lead to disappointed first time customer.

i would imagine an order coming up a little short to receive a sample is a rather common accurance and this is how they handle it. they assume the customer wants his order as soon as possible as opposed to be patiently waiting for that mystery free sample.

Agree that with their pricing ($4.99 for typical smallest bottle) that this would likely come up for first time customers. Hence, the reason to reach out to those people (the ones that routinely will be 3 cents short) and let them know that they are close enough to getting a deal that is meant to benefit consumers. To me, this becomes a no brainer if first time customer mentions the word "sample" in their order notes.

 

[Jman8]

It's equally as hard when you're married sitting next to each other.

That's what she said.

 

[Despraci]

A big for first impressions since i was completely unaware that you even had to reach $15.00 , three stinkin penny's , nice job Baker.

I am not a fan of MBV, in fact I only found two flavors I consider using and do use from them. But their policy is right on top of their website.

Free E Juice on purchases over $15

It says over $15... not $14.97 or close to $15.

Even though I am not a fan, I commend MBV with making a policy and sticking with it. MBV already has great customer service (even though I don't like their juice). Too many companies cave to unrealistic expectations of the consumer and is too often bad for their business longevity.

 

[skoony]

If employee thought OP was aware of sample policy, that would be 'reading minds.' So, that right there would be reason to contact customer before order is shipped.

If presuming customer isn't fully aware of policy (written with fine details on another page of site), then contacting new customer to explain policy and see if they'd like to amend the order to meet criteria would be, how you say, customer service.

Here's the difference spelled out:
- MBV contacts customer before shipping order out to explain policy, see if customer wishes to amend order to more than $15.00 to meet criteria and thus get free sample they requested and is only way MBV can deliver samples to consumers.
- MBV doesn't send out any note on order, and instead waits for customer to follow up after delivery with any questions that MBV is able and willing to respond to, in effort to make sure customer is happy
- MBV sends note out with order, explaining policy, and exploiting fact that first time customer was off by 3 cents. No free sample for you. Thread on ECF pops up and goes 17 pages as some people looking at situation don't get why sending the note after the fact would lead to disappointed first time customer.



Agree that with their pricing ($4.99 for typical smallest bottle) that this would likely come up for first time customers. Hence, the reason to reach out to those people (the ones that routinely will be 3 cents short) and let them know that they are close enough to getting a deal that is meant to benefit consumers. To me, this becomes a no brainer if first time customer mentions the word "sample" in their order notes.

there is absolutely no reason to contact a customer on a already submitted and paid for order. the processing and shipping is the next stage. you cant stop the process every time you want to second guess a customers order. thats not customer service. not backing up the shipping process is customer service for all those that ordered correctly and with knowledge of the policies and procedures involved. how one can assume the hand written note is some how anything other than a thoughtful employees way of giving a brief explanation as to why the OP did not get the sample he requested.
as a side note i made an order to mt baker today. i made sure my order was over 15 dollars even with the 10 % discount. if i dont like the mystery sample i get i give them to one of my vaping friends. (my vaping friends think i'm an awesome dude.)

regards
mike

 

[Jman8]

there is absolutely no reason to contact a customer on a already submitted and paid for order. the processing and shipping is the next stage. you cant stop the process every time you want to second guess a customers order. thats not customer service.

It is when the customer mentions "sample" in the order comments.

how one can assume the hand written note is some how anything other than a thoughtful employees way of giving a brief explanation as to why the OP did not get the sample he requested.

Cause the note exploits the rigidness of the policy and doesn't meet the request given. A sample was requested. MBV knows how that would've been possible and could've made it easy for the customer, but instead chose to write a note that lead to disappointment.

IMO, to support MBV on this thread's topic (and deny sample), the solution is don't include any notes to the customer. Customer then may follow up (or may not), and further communication on the matter is coming from consumer. If vendor wishes to have ANY further communication, it makes most sense to have that before order ships.

I guess we will never agree on this if you keep denying the point I'm making. I (and OP) acknowledge the note after the fact and see that as insulting. You think a note up front would lead to huge backlog when reality is it probably wouldn't or if it does, it is because of pricing structure from the company.

 

[skoony]

It is when the customer mentions "sample" in the order comments.



Cause the note exploits the rigidness of the policy and doesn't meet the request given. A sample was requested. MBV knows how that would've been possible and could've made it easy for the customer, but instead chose to write a note that lead to disappointment.

IMO, to support MBV on this thread's topic (and deny sample), the solution is don't include any notes to the customer. Customer then may follow up (or may not), and further communication on the matter is coming from consumer. If vendor wishes to have ANY further communication, it makes most sense to have that before order ships.

I guess we will never agree on this if you keep denying the point I'm making. I (and OP) acknowledge the note after the fact and see that as insulting. You think a note up front would lead to huge backlog when reality is it probably wouldn't or if it does, it is because of pricing structure from the company.

the OP's attitude led to disappointment. nothing mt baker did was untoward. the ordering and payment are automated. when it gets to processing and shipment there is no changing the order. once submitted it cant be changed per mt bakers policy clearly stated on their web site. i am not denying your point. i cant. your point is inapplicable to the situation.

regards
mike

 

[Jman8]

the OP's attitude led to disappointment. nothing mt baker did was untoward.

Yeah, this would be where we disagree.

the ordering and payment are automated. when it gets to processing and shipment there is no changing the order. once submitted it cant be changed per mt bakers policy clearly stated on their web site. i am not denying your point. i cant. your point is inapplicable to the situation.

Mt. Baker could make it work if they wanted to via: a) store credit, b) cancel order to reissue updated order, c) no note (as mentioned earlier) or d) giving out requested sample to first time buyer that was close enough, which is good customer service. This is the point you are denying, plus the (c) point as well. To say those are not applicable is laughable. The policy as it is, given the price structure, doesn't make for good customer service, but that is matter of opinion and as this thread indicates, I'm not alone in my take on this, and your not alone in your take on this. I see the note after the fact as mild slap in the face and is not necessary. So unnecessary that it arguably makes matters worse. To not see other options available or for MBV to actually not have other options available doesn't strike me as customer service worth bragging about.

And now with this thread, everyone reading it now knows that if you order 3 bottles of the $4.99 product, you'll be out of luck for free sample. Hopefully, this will help someone down the road not fall into that trap / make same mistake.

 

[skoony]

Yeah, this would be where we disagree.



Mt. Baker could make it work if they wanted to via: a) store credit, b) cancel order to reissue updated order, c) no note (as mentioned earlier) or d) giving out requested sample to first time buyer that was close enough, which is good customer service. This is the point you are denying, plus the (c) point as well. To say those are not applicable is laughable. The policy as it is, given the price structure, doesn't make for good customer service, but that is matter of opinion and as this thread indicates, I'm not alone in my take on this, and your not alone in your take on this. I see the note after the fact as mild slap in the face and is not necessary. So unnecessary that it arguably makes matters worse. To not see other options available or for MBV to actually not have other options available doesn't strike me as customer service worth bragging about.

And now with this thread, everyone reading it now knows that if you order 3 bottles of the $4.99 product, you'll be out of luck for free sample. Hopefully, this will help someone down the road not fall into that trap / make same mistake.

why would mt baker do anything other than what it did. do you think they don't run into this all the time? thats why they have policies and procedures. they have been on the block for a while, i am sure they know what they are doing.
good customer service is processing an order and shipping it correctly in a timely matter. would you have them give every customer a personal call? hi this is mt baker,we want to make really,really,really sure your order is correct and you haven't made some bonehead mistake.

regards
mike

 

[bluecat]

I placed my first order for some Mt Baker liquid a couple weeks ago. I have been DIY for almost 2 years now. Basically because I had vapor tongue for most of it. I decided to test again. I budget my vape purchases at 30 bucks per month. I haven't purchased any vape supplies for a few months now. I spent around 30 bucks for 4 bottles of their liquids. Surprised to find that I can taste their liquid. It was a good surprised. Their GWAR line is horrendous, got the bloodbath. It tastes like taking a deep breath of a vitamin C bottle. The other three were quite tasty. I too did not know about their free sample. I was very surprised to find another bottle in my package.

Kinda of a sad industry when everyone expects something for free.

 

[krisjay]

No one is entitled to free anything. Baker has a clear policy, spend over 15, get a free sample. This is a non issue, buyer didn't follow policy, buyer doesn't get free sample. Next.

 

[rabernet]

And the buyer has moved on and the horse is dead - long dead.

Those of us who believe MBV could have handled this better won't agree with those who believe 3 cents is not unreasonable to be so freaking rigid about.

The piece of paper and ink that the note was written on was worth 3 cents, probably. Was it worth losing a new customer over (and maybe more potential customers who simply read this thread and did not comment)?

Instead of a note saying - "dood, I'm sorry - you were SOOOO close, but you were 3 cents short of our free sample per our policy that is unyielding, better luck next time!" (and yes, I'm paraphrasing here)

Maybe they should have said "Hey - just to let you know, our sample policy is that your total after any discounts, not including shipping needs to be $15 or more. We're sending you the sample you requested, since you are a first time customer, but wanted you to be aware for future shipments. We look forward to having you as a customer!"

Bad PR for them, IMHO. And the OP has likely chosen to give his hard earned money to someone else instead.

 

[Jman8]

would you have them give every customer a personal call?

I would have them contact every new customer that mentions 'sample' in order notes and is 3 cents shy of it, which as you noted, is likely routine for them given their pricing structure.

That would be good customer service designed to keep new customers around for awhile. The note after the fact is mildly insulting. Some are going to react like OP, and some are going to react like "now I know for next time."

 

[Jman8]

Instead of a note saying - "dood, I'm sorry - you were SOOOO close, but you were 3 cents short of our free sample per our policy that is unyielding, better luck next time!" (and yes, I'm paraphrasing here)

Maybe they should have said "Hey - just to let you know, our sample policy is that your total after any discounts, not including shipping needs to be $15 or more. We're sending you the sample you requested, since you are a first time customer, but wanted you to be aware for future shipments. We look forward to having you as a customer!"

It's nice to have someone else in this discussion that gets it.
*bold emphasis mine

Bad PR for them, IMHO. And the OP has likely chosen to give his hard earned money to someone else instead.

... that also gives out free samples and is likely less rigid in how they choose to dispense those samples.

 

[GaryInTexas]

170+ comments on a $14.97 order, amazing!