Tornado kit came with bad battery plus other issues

[iheart45s]

Hi,

So I ordered a Tornado kit from you folks and one of the batteries is bad. It won't charge. Do I just need to send it back to you? I placed a second order and wrote a note asking for a replacement when I ordered a Titan for my boyfriend (and a larger ego battery for myself) hoping you would include the replacement battery as well but I didn't hear anything back.

Also, of the four bottles of juice I included in the first order, one (the banana) was open and leaking. Our charger also broke after only a weeks use. Thankfully it broke while we were at the PA vape meet and one of the vendors there was able to replace it for me.

What's the best way to handle this? I spent quite a bit of money with you folks and I'm pretty disappointed.

Thanks.

 

[Miss Wicked]

Good afternoon

So sorry to hear of the problems you have experienced with your Tornado Kit
It is very unusual for so many things to go wrong with 1 kit.
If you could return the faulty parts to us along with a short covering note with your details on, we will replace them for you.

Kind regards
Louise

 

[iheart45s]

Yea ok. What's the address?

I'll just return the battery. We trashed the charger kit when it broke. And you really need me to return a leaky bottle of juice? Alright.

Actually, not so weird. Looks like there's multiple messages in this forum about you guys sending out bad batteries. Did you get a bad order or something?

I'm not happy and will not be ordering from you again.

 

[Miss Wicked]

We are sorry that you feel that way.

The address is on the website

 

[coho72]

I don't think I have ever heard of any retail store that you didn't have to return items that were not functioning or up to standard to get a replacement or a refund. Why do you sound surprised that you are expected to return these things? The strangest is the leaking bottle. I'm not saying it didn't happen but TW happens to be one of the only companies to package their nicotine liquid extra securely.

 

[iheart45s]

I don't think I have ever heard of any retail store that you didn't have to return items that were not functioning or up to standard to get a replacement or a refund. Why do you sound surprised that you are expected to return these things? The strangest is the leaking bottle. I'm not saying it didn't happen but TW happens to be one of the only companies to package their nicotine liquid extra securely.

I'm not complaining about that. I'm fine sending everything back. I'm just amazed at the attitude with this company. They sent me a broken battery and a leaking bottle after I spent close to 300$ with them and the nonchalance about it is disappointing. Other companies around here I've watched go the extra mile to make sure they have happy customers. They could have included a mailer with the last order for me to send things back with as I requested with the last order. They didn't. They're behaving with complete mediocrity and it's disappointing. They don't even have the decency to include an address with their response. Instead they tell me to go to the website.

Eh, I'm done. I'll be sending this stuff back immediately and I will encourage my friends that I'm turning on to vaping to purchase from vendors who do go the extra mile, not totally wicked.

 

[iheart45s]

Also, just because I feel like I'm being questioned on the validity of my claim that the bottle came leaky, here's a picture. I wish I still had the box as it was soaked through with juice. I however, disposed of it, naturally.

This is the leaky bottle next to a bottle of cherry that did not leak. I agree they pack their glass bottles well. I wasn't discrediting that. I'm discrediting that they sent me multiple unsatisfactory products.

 

[coho72]

I wasn't in any way questioning the validity of your claims. If you look at it from their point of view , you were asking them to send replacments before ever returning the defective parts. Most vendors here want to make things right and make you happy but you are not going to find one that is going to give you new stuff before you mail back your defective stuff. The fact that you threw away the broken charger is not TW's fault , do you expect they should give you another one because you said it was no good? They said , they were sorry , mail back the stuff and we will make it right. What more do want? Your response after that was incredible and if I was them I would want to bend over backwards to help you after flaming them like that. Just my opinion and it doesn't mean much. I am not an advocate for TW in any way but it seems like all they did here was take responsibility for their damaged products and were willing to replace them with an apology but that is not good enough. This is what you want to hear? "we are very sorry that you received defective merchandise. Don't bother returning it to us , we believe you. For your trouble we are going to send you 4 tornado kits along with 2 titan kits and pick out a bakers dozen of our 30 ml liquids."

 

[iheart45s]

Did I once say I needed a replacement on the charger? I'm aware I threw it away. Also, I asked them to send me a mailer in the last order so that I could mail this back to them. I didn't get a response back.

Sorry if you feel I flamed. I'm just disappointed with the faulty equipment and the lack of response the first time I asked. Also the second time I asked getting a "well that's unusual". Looking at other posts here, I don't think it is. It's not too much to ask that a vendor inspect what they're sending to their customers to make sure it's not broken first is it?

I'm sending it back and I have no problem doing so. I never did. If they want a package of leaky banana juice back in the mail, that's totally cool.

I never asked for freebies. You're jumping the gun here a bit aren'tcha cupcake?

 

[iheart45s]

I won't be responding to anymore posts. I'm not into internet arguing so much. Problem will be resolved as soon as I send the stuff back. On my dime. That's cool.

 

[Koman]

I won't be responding to anymore posts. I'm not into internet arguing so much. Problem will be resolved as soon as I send the stuff back. On my dime. That's cool.

That's great feedback from their side.

 

[keyzygirl]

Could be the leaky liquid caused damage to the electronics.Makes sense.

 

[banjo]

I ordered a SD MKII with an extra battery - Order #368966 - the extra battery was defective and I sent an email one week ago about a replacement - no response. I'm holding off on ordering from TW again until I get a response. Poor customer service!

 

[DonnaDo]

I have a couple of questions for you. First, why in the heck would you place a second order with a company who had sent you the first unsatisfactory order? Second, why would your first course of action be to post on ECF rather than to call and email the company directly?

Hi,

So I ordered a Tornado kit from you folks and one of the batteries is bad. It won't charge. Do I just need to send it back to you? I placed a second order and wrote a note asking for a replacement when I ordered a Titan for my boyfriend (and a larger ego battery for myself) hoping you would include the replacement battery as well but I didn't hear anything back.

Also, of the four bottles of juice I included in the first order, one (the banana) was open and leaking. Our charger also broke after only a weeks use. Thankfully it broke while we were at the PA Vape meet and one of the vendors there was able to replace it for me.

What's the best way to handle this? I spent quite a bit of money with you folks and I'm pretty disappointed.

Thanks.

 

[AlanFox]

My experience with TW customer service has always been excellent, they have gone above and beyond with the few times I've needed it.
I had one bad battery in a kit last week, emailed them Monday morning, had return instructions that afternoon, sent the bad one back the folowing day (USPS with tracking), emailed the info to TW and had my replacement that Friday.
Done.

 

[Miss Wicked]

Hi Banjo

Please PM me your details and we will see if we can have your issue resolved as soon as possible.

Kind regards
Louise

 

[scottevil]

My experience with TW customer service has always been excellent, they have gone above and beyond with the few times I've needed it.
I had one bad battery in a kit last week, emailed them Monday morning, had return instructions that afternoon, sent the bad one back the folowing day (USPS with tracking), emailed the info to TW and had my replacement that Friday.
Done.

my tornado battery died after about 10days of use.. i just sent it back last week, still waiting on the replacement though, but so far customer service has been great.