SLOW Shipping

[mixitman]

Placed an order on Sunday. Didn't get the "your order has shipped" email till after 5pm Tuesday. Still no package today. I email V4L about this asking why they over-charge on shipping costs, yet don't offer at least same or next day shipping and my response is:

Your order was placed on Sunday. We do not ship on Sunday. We were running a sale last weekend so we were slightly behind. Your order shipped on Tuesday. I do not think that is so unreasonable.

Thanks,

Mark

No "sorry for the delay"

Not even a hint of an apology or even giving a damn. I guess I haven't spent enough money at V4L to be considered worth an apology for overpriced, slow shipping.

 

[Blooper]

i think the donkey has a tummy ache. I'm sorry.

 

[dohsma]

Placed an order on Sunday. Didn't get the "your order has shipped" email till after 5pm Tuesday. Still no package today. I email V4L about this asking why they over-charge on shipping costs, yet don't offer at least same or next day shipping and my response is:


No "sorry for the delay"

Not even a hint of an apology or even giving a damn. I guess I haven't spent enough money at V4L to be considered worth an apology for overpriced, slow shipping.

We honestly do the best that we can with shipping. When we have a big sale, sometimes it does take an extra day to get orders out. I do apologize for that delay, but we process orders as they are received. Plus there is a lot more that goes in to shipping costs beyond postage, such as packaging, labels, etc. Often times we spend more than we charge for Postage.

 

[jeffree]

Nothin personal, man, but your complaint seems way too nitpicky to me.

 

[jdvorr]

Well, since they don't ship on Sunday and they got a huge number of orders over the weekend and yours wasn't even looked at until Monday, I'd say they shipped it the next day. I don't see the problem here, other than the OP's impatience.

 

[empnero]

they're usually really great with shipping, but the big sale did slow things down. On top of that the USPS is doing the most asinine things I have ever seen. Listen I'm in the same boat, I placed an order friday and still do not have it, but I place no blame on V4L since they got my package out in a reasonable time. The post office on the other hand decided to take it all up and down the coast instead of sending it to my state right away like they usually do. Also the price is like a dollar more than the flat rate envelopes and taking into account the other stuff that goes into sending a package, I agree with Mark, its completely reasonable

 

[sooprvylyn]

I disagree, they boast the best customer service in the industry, but I have written 2 emails in the last 2 days regarding a problem with my last order and they still havent responded.

It is not unreasonable to expect some form of apology when they dont live up to thier claimed reputation.

I personally was planning on placing another relatively big order with them today but since I have yet to get a response about my last order I will be holding off.

Its just good business practice to express apology when things dont go smoothly and to correct it as soon as possible. I really hope they can win me over as a regular customer as they do have a good product and lots of options, and I have read so many good reviews of them. I'll cross my fingers.

 

[dohsma]

I disagree, they boast the best customer service in the industry, but I have written 2 emails in the last 2 days regarding a problem with my last order and they still havent responded.

It is not unreasonable to expect some form of apology when they dont live up to thier claimed reputation.

I personally was planning on placing another relatively big order with them today but since I have yet to get a response about my last order I will be holding off.

Its just good business practice to express apology when things dont go smoothly and to correct it as soon as possible. I really hope they can win me over as a regular customer as they do have a good product and lots of options, and I have read so many good reviews of them. I'll cross my fingers.

I just checked our email queue and it is up to date. Can you PM me with your issue so that I can look into it for you.

Thanks,

Mark

 

[sooprvylyn]

No prob, done.

 

[thelook]

I saved over $30 on my last order due to the HUGE sale they offered..so if my shipping took an extra day or two because of the volume of sale orders, it was well worth the wait for me.

 

[Tenebrae]

Ordering later than Saturday morning will likely result in shipping on Tuesday, especially if it is a sale weekend. Not a big deal, just need to learn when to place orders if you are working a tight schedule.

I understand your frustration. My problems are usually with the new mail dude though. Had to wait for and question him to get my last order. It was sitting in the crate next to his seat he just didn't bother to look for 3 days running. Tracking said that there was a note left but he didn't even bother to do that. I miss my old mailman

Hope you have a Happy Friday

 

[sooprvylyn]

Hey all, my problem is solved by Mark.

Thanks a bunch Mark.

 

[jcdrgnfly]

One other thing to note - all orders packed on any given day are shipped out at the same time. I've ordered using regular shipping, and also using 'Express'. The order confirmations are always received around 5pm on the day it ships regardless of which method.

I'm sure the staff spent Monday just trying to catch up on the weekend's orders. Given that your order was placed on Sunday, and with a sale weekend, it's not at all unreasonable for them to ship on Tuesday.

As for what happens to the packages once they are in the hands of the USPS, that cannot be blamed on V4L. USPS Priority Mail states 2-3 days for shipping, but it does vary, and as Empnero said, they have been known to detour things along the way. It seems V4L does their best to ship via the fastest, yet most cost effective method available, and that's the best they can do for people.

Also keep in mind that shipping costs are not just the amount paid to the USPS, but also includes packaging materials and labor (they do pay people to put our orders together )

I do hope your package arrives soon!

 

[bornagainst]

Just remember folks, we DO try.

Sometimes things happen a bit slower on some days than others, but we'll ALWAYS do our best.

When you get your order, just know that real people, and real vapers, processed it and packed it.

We want to get our stuff as fast as possible too, so we'll always give it our best shot.

Ryan

 

[Darrigaaz]

Ordering after close on Friday means nobody will even see the order until Monday morning at the earliest. Given that they might have over 1000+ orders over the weekend, and fill them on a first order, first filled basis, I can easily see how they might be only able to fill 600 or so on Monday.

Imagine for yourself how long it would take to fill 1 order, from printout, to finding the CORRECT items (size, color, str, flavor) to put in bag, to putting the CORRECT label on the package, and having it double checked for accuracy. How many could you do in a 10 hour day? 60? 100 maybe if you did each one in 6 minutes without lunch or any breaks of any kind.

 

[mixitman]

The point is I paid $6 for shipping, which is more than it will cost to ship 90ml of liquid. Obviously. I ordered on Sunday, it's now Friday, and the earliest I'll get this is Saturday. That's unacceptable by itself. Not unheard of, but still, it's slower than it should be for $6. On top of that, when I asked about the issue via emails, I got nothing but excuses. Not one apology. Not one "hey, we had a big sale, we fell behind, orders went out slow, sorry about that." Nothing.. The tunes sure change once it's brought to the forums, but the emails? Yah, cold little 1-line answers that meant squat.

Is it so terrible to expect a reply from an email asking about why my product took 3 days to ship (order placed on sunday, shipment notification on late tuesday, package didn't leave till wednesday) to at least get an apology? I guess so since V4L is so perfect and can do no wrong and I'm just nitpicking. Shame on me for criticizing the almighty.

 

[mmcall12]

Well even a few days late on a discount you give us, I will take any late time from the nasty usps,,,omg that is a bad word,,,

 

[dohsma]

The point is I paid $6 for shipping, which is more than it will cost to ship 90ml of liquid. Obviously. I ordered on Sunday, it's now Friday, and the earliest I'll get this is Saturday. That's unacceptable by itself. Not unheard of, but still, it's slower than it should be for $6. On top of that, when I asked about the issue via emails, I got nothing but excuses. Not one apology. Not one "hey, we had a big sale, we fell behind, orders went out slow, sorry about that." Nothing.. The tunes sure change once it's brought to the forums, but the emails? Yah, cold little 1-line answers that meant squat.

Is it so terrible to expect a reply from an email asking about why my product took 3 days to ship (order placed on sunday, shipment notification on late tuesday, package didn't leave till wednesday) to at least get an apology? I guess so since V4L is so perfect and can do no wrong and I'm just nitpicking. Shame on me for criticizing the almighty.

Like I said in the email, the order went out on Tuesday. We have our order picked up by the post office, and we know what time the truck leaves from there to get stuff out. They always pick up in time to get it out the same day. If it was not scanned that day, there is not a whole lot we can do about it. I haven't said anything different here than what I said in the email (it was me that replied to your email). I do apologize that you are frustrated, I know what it is like to wait for things. But once we ship something out we literally have no control over it.

 

[dohsma]

Plus... I just looked at the tracking on your order. It was processed through a facility in Virginia yesterday. It even says that we shipped it on Tuesday (the 15th). Between the 15th and the 17th it went from IL to VA.

 

[bornagainst]

Is it so terrible to expect a reply from an email asking about why my product took 3 days to ship (order placed on sunday, shipment notification on late tuesday, package didn't leave till wednesday) to at least get an apology? I guess so since V4L is so perfect and can do no wrong and I'm just nitpicking. Shame on me for criticizing the almighty.

Believe me, Val and I answer the emails EVERY day.

Criticize us, if we do something wrong.

IF we do. We understand, if we make a mistake. We do make mistakes.

We'll gladly make it right.

We're just trying to sort out what that wrong doing is.