AWFUL FIRST EXPERIENCE AND NOW EVEN WORSE
A week before my Janty liquid ran out I did some more research to see what else is out there and I saw people recommending TW’s liquid so I ordered the following:
One Platinum Ice E.Liquid Mixing Kit at $74.99
One 510 TITAN Electronic Cigarette-Mega Power Manual Battery at $19.99
One 510 TITAN Electronic Cigarette-Atomizers at $14.99
Order number: 319558
Post Office tracking number: 4209 5117 9101 8052 1390 7867 2080 72
The total came out to $108.72 after all the charges. I would say this is a pretty good size order especially for a new customer. I waited with excitement to try my new mega battery and mostly the liquid. I kept checking the status of my order every day. After about 2 weeks I sent an email to TW’s UK and US locations to see where my order is. The emails went unanswered. I finally started calling the post office. The package was apparently lost/misplaced in shipping and they could not find it. Next I called TW and spoke to Amanda. She explained their policy to me which basically comes down to this:
First I have to wait for 28 days for them to determine what happened to the package. Next they will decide what to do. Then, if they consider replacing the order with a new one, I would of course have to wait again to receive it.
This comes down to a waiting period of about a month and a half from the time of my original order and full payment. She also said she will look into it and will call me back which wasn’t very helpful but to be fair I’m sure she only works there and has to do what she’s told.
The next day I received a phone call from a British woman whom apparently was the manager. She was very rude and confrontational. She kept cutting me off and became totally annoyed when I decided not to let her cut me off and to continue my sentences and finishing them. She then started to raise her voice so I did the same which resulted in a shouting match and her asking me not to shout. What totally set her off is when I asked her why I should have to pay and be out of my money for this mishap. After all, I’m just a customer who has ordered and paid in full and I just want my product or money. I don’t care whether the package was lost, destroyed, flew away, or was chewed by a dog. She kept cutting me off and repeating herself, cutting me off and repeating herself, cutting me off and repeating herself, cutting me off and repeating herself, cutting me off and repeating herself, cutting me off and repeating herself. If you think reading this was annoying imagine actually experiencing it. She wouldn’t let me get a word in edgewise and kept telling me that this is their policy and this is the way it is and I’d have to deal with it as if this was the law of the land.
She could have very easily resolved or remedied the situation by at the very least being a little polite and/or helpful and not cutting me off in the middle of my sentences every time and acting like I owe her something. Yet she chose to escalate the situation. Again, this is a case of a NEW customer who has ordered and PAID IN FULL and has WAITED FOR 17 DAYS so far to receive their product (or should I say 20 days since today is Friday and nothing will happen during the weekend). Needless to say I’m back on analogs since I didn’t get my liquid.
Any self respecting company would have apologized, reshipped the product, and dealt with the post office directly and on their own to keep the customer happy, or at least treat a new paying customer a little better instead of throwing their pitbull at him and FORCING him to wait for a month and a half to have either his money or product. Dealing with Totally Wicked USA branch and the British pitbull woman who called me has left me feeling frustrated, disgusted, annoyed, insulted, and cheated. This is something I didn’t need in my life. Apparently they don’t need new business.
Some people will probably respond to this by saying TW is great and they always got their shipment on time and without any trouble. Getting paid and shipping a product to a customer is something any company can and must do but customer service and the way customers are treated in times of trouble or situations such as this is what builds a reputation for a company. I don’t know about you guys but with this tough economy and disappearing sales there are merchants out there that bend over backwards to please the customer instead of attacking them. TW will not have my business again and I hope my experience warns others what may be in store for them should they experience a problem with their package or need customer service.
To top it off and make it even worse, they keep deleting this message and all of its replies from their section.
I should’ve just stuck to my honeydew flavor from Janty. I highly recommend that flavor. 5 of my friends and family have already started vaping since they tried my ecigs. Guess what company I will warn them against.
):
Totally Wicked
