Ripped Off!

[VRubin]

Okay, it's very small writing BUT when you are entering your information, right before it re-directs you to PayPal there is a statement at the bottom stating that you MAY be charged a foreign transaction fee, and it's out of their control. It's there. I didn't notice it until my 3rd order with them, about a month ago.

 

[Shining Wit]

The charges are imposed by the individual card providers, ie your bank or card company. Most are processed through Visa or Mastercard channels but it is not those two who are levying the fee. Some accounts do not incur the fees, which can apply to Credit or Debit POS transactions or ATM withdrawals. If the receiving Paypal account is based on foreign soil then the charges will be made by those providers wishing to do so.
For a list of providers and fees please click the link below. I will remain totally neutral on the subject as I am only offering clarification. I do find it strange though that no-one has checked this before with their bank or card provider, you guys must have too much money

Schedule of Foreign Transaction Fees By Bank for Debit and Credit Cards

 

[justsomeguy]

Regarding this particular issue, the multi packs are a non refundable item, the policy is clearly stated on the site.

So basically if I buy a multipack from Totally Wicked and they are all DOA I have no recourse? That seems just a bit ... ridiculous. Really.

Given all the reviews I've read recently of TW, I think I will also take my business elsewhere. There are too many suppliers out there to bother taking the risk of bad service or DOA supplies without any return options.

Yes, problems happen... they happen all the time, and TW can not be held responsible for poorly manufactured parts. What they CAN and SHOULD be held responsible for is how they deal with it, and how they deal with their customers.

It should not take a post on a public forum (and a few weeks) to get an exchange on a faulty product. And this isn't the first story of this kind I've read.

 

[MalabarFront]

Given all the reviews I've read recently of TW, I think I will also take my business elsewhere. There are too many suppliers out there to bother taking the risk of bad service or DOA supplies without any return options.

Agreed. I've been researching US suppliers of eGo parts and the number seems to be steadily increasing.

It's worth checking their return policies, though, because you may find TW is not so different. One mom-and-pop I found stated this logical non sequitur as its policy:

All items sold are new in the factory sealed wrap. Therefore, all sales are final.

So it's caveat emptor wherever you go...

 

[CrazyTerrie11]

Sorry for the late response here, please see a message sent to the ecf compliance officer..

My apologies re not responding faster but i was unaware of this thread. I rarely now check my inbox on ECF and have a member of staff now follow all threads.



Regarding this particular issue, the multi packs are a non refundable item, the policy is clearly stated on the site.



The Foreign transaction fee is charged via paypal not ourselves. It is impossible to use a paypal account that is resident in the USA, as you are aware they just close them. Hence we use a UK based account. TWUSA is in actuality a Uk Business, it just trades in the states.





I believe the customer is aware of this.



I hope that clarifies my companies position on this matter.. As a sign of good will i am prepared to replace his two batteries if in fact once they are returned they are faulty.





All the Best Jason Cropper

As usual, you are trying to save face by your "good will gesture" rather than admit that your policies are unfair regarding DOA on non warrantied products. That you should at least guarantee that any item purchased will work when you get it. And also the fact that you know about the foreign transaction fee situation but dont care to make that a known topic. I have been charged a fee twice and i have placed many other orders that didnt receive a fee. Same US Florida location, same credit card, same bank, same paypal acct. No consistency. I decline your offer to replace my dead batteries since i have no faith in the fact that i may get screwed in your determination as to what "faulty" means. I have no trust in your business practices and im done with TW.

 

[Jimmy_2k9]

I regret giving these people my business, for multiple reasons. I think their whole cartoon'ish website and product logos of devil heads and whatnot, directly conflicts with what e-cigarettes are trying to accomplish. (getting approval from non-smokers/vapers.)

Basically trying to rename the e-cigarette as something that sounds like You'd need a prescription for it (Electronic-Nicotine-Inhaler), isn't a very smart move either.

Pair all that with piss poor customer service and You have Yourself a terrible example setting company.


I was basically forced to go the TW route about 4 months back when I got back into vaping. Considering I wanted to try the eGo, Janty was all out and they were hard to find at the time, I had to go with the Tornado. I personally had no problems with My order, (other than I overpaid of coarse) but I only placed one simple order from them. If I had a dollar for every complaint I've read about this company, I'd have... alot of dollars.

 

[Drozd]

Sorry for the late response here, please see a message sent to the ecf compliance officer..

My apologies re not responding faster but i was unaware of this thread. I rarely now check my inbox on ECF and have a member of staff now follow all threads.



Regarding this particular issue, the multi packs are a non refundable item, the policy is clearly stated on the site.



The Foreign transaction fee is charged via paypal not ourselves. It is impossible to use a paypal account that is resident in the USA, as you are aware they just close them. Hence we use a UK based account. TWUSA is in actuality a Uk Business, it just trades in the states.

I believe the customer is aware of this.


I hope that clarifies my companies position on this matter.. As a sign of good will i am prepared to replace his two batteries if in fact once they are returned they are faulty.


All the Best Jason Cropper

So answer this....in reguards to the policy on DOA parts in a multi-pack...since you are a UK business...how is it that your company willfully neglects the law?...specifically the Sale of Goods Act 1979 (as amended by the Sale and Supply of Goods Act 1994 and the Sale and Supply of Goods to Consumers Regulations 2002)and the Consumer Protection (Distance Selling) Regulations 2000 which state:

The Consumer Protection (Distance Selling) Regulations cover businesses that sell to consumers by mail order, phone, fax, over the internet or on digital TV.
In particular you must ensure:

• goods are fit for their purpose and of satisfactory quality under the Sale of Goods Act - see our guide on the Sale of Goods Act

the Act states that what you sell must fit its description, be fit for its purpose and be of satisfactory quality. If not, you - as the supplier - are obliged to sort out the problem.

When selling to consumers by mail order, phone, fax, internet or digital TV you must give them a cooling-off period during which they have an unconditional right to cancel the contract.
In the case of goods, the cooling-off period normally ends seven working days after the day the goods are received.
Consumers must inform you in writing - by letter, fax or email - of their decision to cancel.
Consumers' money should be reimbursed as soon as possible - and in any case within a maximum period of 30 days.
Your contract with the consumer should also specify who pays any postage necessary to return unwanted goods.

The goods or services must also be of satisfactory quality - meaning they should be safe, work properly and have no defects. Although there is more responsibility attached to the manufacturers and producers of goods or services, you could also be held liable if the use of products or services you supply causes any damage, injury or death
You must also ensure the goods or services are 'fit for purpose'. This means they should be capable of doing what they are meant for.

The rights of customers: goods

If you sell goods that don't conform to contract - that aren't as described, are unfit for their purpose or of unsatisfactory quality - you are legally obliged to resolve the problem if your customers seek redress.
The Sale of Goods Act states that if customers want to reject faulty goods, they have to do so within a 'reasonable time'. A legal definition of 'reasonable' is not given though - it varies from case to case and could be just a few weeks from the date of purchase.
If a customer rejects faulty goods within this 'reasonable' period, they're entitled to ask for their money back. All customers can claim compensation at any time if they choose. If you sell to consumers - not other traders - they can ask for a repair or a replacement immediately (instead of asking for a refund) at any time until six years after purchase.
If you're dealing with a consumer, any repair or replacement you arrange must not cause them too much inconvenience. You may have to pay for other costs such as transportation. However, if a replacement is impossible and the goods cannot be repaired economically, or vice versa, then you can offer a full or partial refund.
In law you have a responsibility to your customer for up to six years from the date of purchase (in Scotland, five years from discovery of the problem). During this period, you are legally obliged to deal with any claim of breach of contract.
Customers who are also consumers and not other traders have additional rights. These rights last for up to six years after sale.
Consumers are entitled to ask for either a repair or a replacement in addition to their right to a refund.
If they ask for a repair or replacement you should honour their request. But if it's impossible or disproportionately expensive to repair a product, you can offer a replacement instead.
If neither repair nor replacement are practical options, you can offer a partial or full refund if this would be cheaper for the business. When you're considering whether to give a full or partial refund, you can take account of the benefits the consumer has gained since they bought the goods.
If you want to dispute a claim by a consumer for a repair or replacement, remember that for the first six months it's up to you to prove that the fault was not present at the time of sale. However, after six months it's up to the consumer to prove that the goods were faulty when sold.
If a consumer complains about services you have provided then you should offer a repair or appropriate compensation.

So please clarify how your company can get away with breaking the law and not replacing DOA parts? perhaps everyone who gets a DOA battery or atty should start filing complaints and claims with trading standards department and the appropriate authorities

 

[justsomeguy]

I'd be curious to hear a response to the above questions.
I'm sure I'm not the only one.

 

[scrappy]

You're probably not going to get an answer.

 

[Drozd]

oh I figure there isn't going to be an answer....but it's important....because right there is the law for all to see.... sheds quite the light on the TW policy now doesnt it?

 

[Hellen A. Handbasket]

I was amazed that I got hit with an international transaction fee by my bank several months ago (their last b-day sale) when I ordered from the TW US site. It was a large order (over $300) and I was hit with a percentage by my bank (3%).

It seems they run all payments right through their international account. I complained... didn't help. They just said they'd look into it and she would pass along my suggestion to the powers that be (I asked them to post on their website that some banks may attach fees to the transaction since you are not buying from a US company). Isn't this technically just drop shipping?

...... me off so much I won't ever shop there again.

BTW, your bank may charge you as well if you buy internationally. Here is a list of some common cards and the charges:
Capital One: 0% transaction fee. (Capital One not only doesn't impose its own fee, but it also eats the 1% fee that Visa or MasterCard impose.)
Discover: 2% transaction fee
Iberia Bank: 2%
American Express: 2.7%
Bank of America: 3%
Barclays Bank Delaware: 3%
Chase: 3%
Citibank: 3%
GE Money 3%
HSBC: 3%
U.S. Bancorp (U.S. Bank): 3%
Wells Fargo: 3%

 

[beast775]

that was a terrible disclosure of the business in that letter.8-o

 

[bassnut]

I just looked through my Paypal receipts. Out of 5 transactions with TW, not one foreign charge. Possibly the reason being I have money in my Paypal account because I also use it for selling.
One way to avoid charges may be to transfer funds into your account first.
I'm just guessing.

I love their LR 510 attys.

 

[Shining Wit]

I just looked through my Paypal receipts. Out of 5 transactions with TW, not one foreign charge. Possibly the reason being I have money in my Paypal account because I also use it for selling.
One way to avoid charges may be to transfer funds into your account first.
I'm just guessing.

I love their LR 510 attys.

I posted the answer in 102 with a link to a table of fees.

The charges are imposed by the individual card providers, ie your bank or card company. Most are processed through Visa or Mastercard channels but it is not those two who are levying the fee. Some accounts do not incur the fees, which can apply to Credit or Debit POS transactions or ATM withdrawals. If the receiving Paypal account is based on foreign soil then the charges will be made by those providers wishing to do so.
For a list of providers and fees please click the link below. I will remain totally neutral on the subject as I am only offering clarification. I do find it strange though that no-one has checked this before with their bank or card provider, you guys must have too much money ;-)

Schedule of Foreign Transaction Fees By Bank for Debit and Credit Cards

 

[Quick1]

I do find it strange though that no-one has checked this before with their bank or card provider, you guys must have too much money ;-)

Why would anyone think to check on something like that when they assume they are buying from some business located in Florida? I don't think about that when I buy from AltSmoke or Amazon or... etc. Why would you even have reason to suspect something like that?

 

[justsomeguy]

Why would anyone think to check on something like that when they assume they are buying from some business located in Florida? I don't think about that when I buy from AltSmoke or Amazon or... etc. Why would you even have reason to suspect something like that?

Agreed 1000%

And while I agree that the possibily of such a fee should be highlighted on their site (which it is not) I am still more troubled with the fact that they don't seem too concerned about sending a customer DOA products.

You're probably not going to get an answer.

Sure looks that way.
Too bad.

 

[Drozd]

I'd be curious to hear a response to the above questions.
I'm sure I'm not the only one.

You're probably not going to get an answer.

Sure looks that way.
Too bad.

nope no answer in either thread I've asked...just an "I'll check into it"

 

[UntamedRose]

Drozd great question!


Is waiting for TW's answer as well, assuming of course that you didnt just totally just flame them into silence......that couldnt be the case right?

 

[VRubin]

Agreed 1000%

And while I agree that the possibily of such a fee should be highlighted on their site (which it is not) I am still more troubled with the fact that they don't seem too concerned about sending a customer DOA products.

Sure looks that way.
Too bad.

I've said it a few times, but they do actually state it,when you are checking out. At the bottom of the page before you hit "continue on to paypal" or whatever it says, it states the fact that there's a possibility of a charge.

I'm not taking sides, just stating the facts. No one jump me please lol.

 

[justsomeguy]

I've said it a few times, but they do actually state it,when you are checking out. At the bottom of the page before you hit "continue on to paypal" or whatever it says, it states the fact that there's a possibility of a charge.

I'm not taking sides, just stating the facts. No one jump me please lol.

That's why I said "highlighted" on their site... not simply mentioned at the bottom of the page during checkout. Seems customers should be made of aware of that before the checkout process.

Regardless - the fee business, while not being fully upfront, is still less troublesome than their apparent willingness to ship DOA products to customers with no recourse.

And the unwillingness to interact or communicate about it in this thread does nothing to solve the problem or the lack of confidence most of the people in this thread now have for TW.

I mean, they've posted in this thread - so they know about it. If they haven't come back to it it's either because they don't care, they know they are in the wrong, or they are simply completely disorganized and forgetful. None of those options sound like a business I'd want to deal with.