Company name
High Desert Vapes
Date of your initial complaint to the supplier.10 July 2014
How did you contact the supplierTelephone
Ticket number (if you were issued one)none
General nature of complaintDefective or wrong product
Briefly describe your problem or issueI contacted them by phone and ticket
june 30 I placed my order. as always shipping was fast. unfortunately, I was sent the incorrect item and quantity. I called and they quickly sent the replacement. the replacement order arrived on july 10 and it was incorrect also. the quantity was correct, but it was again the incorrect item - not the same item as the first incorrect shipment.
on July 10 I call and talked to john, the owner I believe. I am told that what I received was the item I ordered. when I said that the item I received did not match the picture or description on the website, nor what I received when I ordered the same thing in the past, I was told the manufacturer must have changed it. I was also told I could not go by the picture or description on the website. really? when I asked what I supposed to go by when buying on the internet, he had no answer. he said he couldn't update the website every time there was a change. really?
reading the ecf negative reviews (after the fact) I see I am not the only person who has had
this problem...from last year and they still have not improved the site to be accurate...
so on july 10 during that phone call, I request a refund. I am referred to the return policy. OK, I hang up and go read the policy. it states only store credits and they don't take returns because you don't
like the item, it is not what you expected, etc.
I immediately call back. I don't want a credit, I want a refund. the only other item on their site I would want has been out of stock for months, although it is still on the site. since I have to count on an accurate picture/description online to make an order, I feel I am due a refund.
I was firm but polite. he finally said, fine, I'll refund, this isn't worth it. (btw it was not a huge order, but I can't just throw money away).
I received the refund on july 29, 2014. the refund did not include shipping, nor my cost to ship back. in my view I am still owed around 4.50 for shipping, and that doesn't include the trip to the PO (which is always a joyful experience
). there was one item in my order that was correct and I kept it, but I did expect to receive a partial refund on the shipping. the item I kept cost less than the shipping. I am really unhappy about that.
I have ordered from them since they opened and have always had great service. although there was somewhat of a resolution, I don't appreciate having to insist to get the problem solved. I don't appreciate having to eat the shipping for their mistake. I am disappointed in the customer service in this situation. I don't appreciate them trying to make this my fault. if the picture and description had matched what I received I would have taken the responsibility.
It seems that hdv will not take responsibility for their own mistakes.
I won't be able to continue to be a customer. I sent them a note telling them I was unhappy about the shipping I had to pay and then I closed my account with them and will never visit their site again.
buyer BEWARE, you can not count on the pictures and descriptions on their site to be accurate.
june 30 I placed my order. as always shipping was fast. unfortunately, I was sent the incorrect item and quantity. I called and they quickly sent the replacement. the replacement order arrived on july 10 and it was incorrect also. the quantity was correct, but it was again the incorrect item - not the same item as the first incorrect shipment.
on July 10 I call and talked to john, the owner I believe. I am told that what I received was the item I ordered. when I said that the item I received did not match the picture or description on the website, nor what I received when I ordered the same thing in the past, I was told the manufacturer must have changed it. I was also told I could not go by the picture or description on the website. really? when I asked what I supposed to go by when buying on the internet, he had no answer. he said he couldn't update the website every time there was a change. really?
reading the ecf negative reviews (after the fact) I see I am not the only person who has had
this problem...from last year and they still have not improved the site to be accurate...
so on july 10 during that phone call, I request a refund. I am referred to the return policy. OK, I hang up and go read the policy. it states only store credits and they don't take returns because you don't
like the item, it is not what you expected, etc.
I immediately call back. I don't want a credit, I want a refund. the only other item on their site I would want has been out of stock for months, although it is still on the site. since I have to count on an accurate picture/description online to make an order, I feel I am due a refund.
I was firm but polite. he finally said, fine, I'll refund, this isn't worth it. (btw it was not a huge order, but I can't just throw money away).
I received the refund on july 29, 2014. the refund did not include shipping, nor my cost to ship back. in my view I am still owed around 4.50 for shipping, and that doesn't include the trip to the PO (which is always a joyful experience
). there was one item in my order that was correct and I kept it, but I did expect to receive a partial refund on the shipping. the item I kept cost less than the shipping. I am really unhappy about that. I have ordered from them since they opened and have always had great service. although there was somewhat of a resolution, I don't appreciate having to insist to get the problem solved. I don't appreciate having to eat the shipping for their mistake. I am disappointed in the customer service in this situation. I don't appreciate them trying to make this my fault. if the picture and description had matched what I received I would have taken the responsibility.
It seems that hdv will not take responsibility for their own mistakes.
I won't be able to continue to be a customer. I sent them a note telling them I was unhappy about the shipping I had to pay and then I closed my account with them and will never visit their site again.
buyer BEWARE, you can not count on the pictures and descriptions on their site to be accurate.
