Company name
VaporKings
Date of your initial complaint to the supplier.6 May 2013
How did you contact the supplierEmail
Ticket number (if you were issued one)3160259
General nature of complaintCustomer service
Briefly describe your problem or issueI initially emailed VaporKings due to problems I was having with the Kanger ESmart Clearomizers. Between 3/16-4/28 of this year, I had purchased 8-5pks (2-5pks average every 2 weeks) with a total cost of $103.60 before shipping. I explained 3 out of the last 3 boxes were bad (20%) and that I understood that the items were no longer under warranty but that I wanted them to know of the issues so they could contact Kanger. The same day I received a reply from VK... "I am sorry you received some bad clearomizers. I can offer you a store credit to help make up for the bad ones. It would automatically apply to your next order. If this is okay with you please let me know." This is the total content of the reply from VK. As you can see, I was told I would get a store credit without asking for the items to be sent back for testing which wasn't needed anyway because I wasn't asking for replacement, only giving them information.
I replied back (this is all on May 6th) saying the store credit was greatly appreciated and reiterating that my point was to have them notify Kanger about the problems. It wasn't until the 2nd reply email from VK on May 7th asking "Do you still have these clearomizers? If so would you mind sending them back so we can take a look at them?"[FONT=arial, sans-serif] This was not requested before or in order for me to get the store credit. On May 8th, I explained I only had the last clearomizer. I had thrown the other 2 away because I knew they weren't under warranty. I explained that I wouldn't be able to send them back right away because I wouldn't be at home for a few more days. I thought I was going to be able to send it back on May 11th but I ended up being gone longer than expected and sent it (as well as another clearomizer that was bad in the mean time) on May 20th. I sent them via USPS and paid the extra $3 (total of $8) for delivery confirmation because VK suggested to do as such and I've never returned items before... [/FONT]"We STRONGLY suggest that you ship your return with "Delivery confirmation". This will give you the ability to verify that we have received your return. We are not responsible for returns which we do not receive.[FONT=arial, sans-serif]"[/FONT]
[FONT=arial, sans-serif]On May 16th, I ordered another 2 boxes of clearomizers. No where in my account was any information about a credit for the clearomizers. I used $4 from my VK Bux to pay for part of the order but the points I had for the VK Bux were already there for the items I had previously purchased. I looked in the gift certificate area of my account to see if the credit was listed in there. It wasn't. I processed the order with my credit card thinking VK would apply the credit to my order when I processed it since that is what I was told would happen. I was charged the full amount of $24.42 ($25.90 + $2.52shipping - $4 VK Bux). No credit was processed on the order. No credit was available on my VK account.[/FONT]
[FONT=arial, sans-serif]I accepted the fact that VK went back on their promise to give me the credit. I hadn't expected it to begin with. On May 23rd I received an email from VK stating they received the clearomizers, they tested them and didn't find any thing wrong with them. They gave me suggestions on what to do with my battery even though none of the suggestions would have fixed the the problems that I was having with the clearomizers (2 were DOA out of the box, 2 stopped working within several hours. I tested on 2 different, fully charged batteries and had already tried the things they suggested).[/FONT]
[FONT=arial, sans-serif]On May 31st I sent an email and posted on my VK acct/CRM ticket link (I was without access to a computer for a week) explaining that I didn't agree with their findings and that I had adjusted my batteries before I made any complaint to them. But regardless, I would accept their results, in which case they needed to send the clearomizers back to me. I had paid for them originally and paid for the shipping to send them back to them at VKs request even though they had promised credit without testing. If there isn't anything wrong with them, VK needed to send them back or send 2 replacements. It has been 2 weeks since my last email/post on this ticket and haven't heard from VK. I'm out 4 clearomizers, the promised credit for 3 of them, $8 in additional shipping, and apparently 2 good clearomizers that VK won't send back or replace. I was pleasant and never negative, rude or abusive with them in any way. I have always praised VK on the forum. I didn't expect a replacement or credit for the original 3 clearomizers so there was no need for me to pay to send them to VK. But, they promised the credit without asking to test them. I paid for the extra postage at VKs STRONG request. I have done everything VK requested even though I didn't have to but VK hasn't done anything they said they were going to do and on top of that, they have stopped communicating with me.[/FONT]
[FONT=arial, sans-serif]I received a set of ego batteries a couple months ago from my daughter. I hadn't used them because I liked the esmart batteries. I would have chosen clearomizers for the ego that VK sells if they had continued to communicate and at the very least sent back the 2 clearomizers they say aren't bad (even if they didn't give me the other credit). Instead, I've purchased clearomizers from a local B&M. Its unfortunate but unless something changes, I would rather pay more at a B&M than buy from VK. I've suggested ONLY VK to more than dozen of my friends and acquaintances. Apparently, I was more loyal to VK then they are to their customers.[/FONT]
I replied back (this is all on May 6th) saying the store credit was greatly appreciated and reiterating that my point was to have them notify Kanger about the problems. It wasn't until the 2nd reply email from VK on May 7th asking "Do you still have these clearomizers? If so would you mind sending them back so we can take a look at them?"[FONT=arial, sans-serif] This was not requested before or in order for me to get the store credit. On May 8th, I explained I only had the last clearomizer. I had thrown the other 2 away because I knew they weren't under warranty. I explained that I wouldn't be able to send them back right away because I wouldn't be at home for a few more days. I thought I was going to be able to send it back on May 11th but I ended up being gone longer than expected and sent it (as well as another clearomizer that was bad in the mean time) on May 20th. I sent them via USPS and paid the extra $3 (total of $8) for delivery confirmation because VK suggested to do as such and I've never returned items before... [/FONT]"We STRONGLY suggest that you ship your return with "Delivery confirmation". This will give you the ability to verify that we have received your return. We are not responsible for returns which we do not receive.[FONT=arial, sans-serif]"[/FONT]
[FONT=arial, sans-serif]On May 16th, I ordered another 2 boxes of clearomizers. No where in my account was any information about a credit for the clearomizers. I used $4 from my VK Bux to pay for part of the order but the points I had for the VK Bux were already there for the items I had previously purchased. I looked in the gift certificate area of my account to see if the credit was listed in there. It wasn't. I processed the order with my credit card thinking VK would apply the credit to my order when I processed it since that is what I was told would happen. I was charged the full amount of $24.42 ($25.90 + $2.52shipping - $4 VK Bux). No credit was processed on the order. No credit was available on my VK account.[/FONT]
[FONT=arial, sans-serif]I accepted the fact that VK went back on their promise to give me the credit. I hadn't expected it to begin with. On May 23rd I received an email from VK stating they received the clearomizers, they tested them and didn't find any thing wrong with them. They gave me suggestions on what to do with my battery even though none of the suggestions would have fixed the the problems that I was having with the clearomizers (2 were DOA out of the box, 2 stopped working within several hours. I tested on 2 different, fully charged batteries and had already tried the things they suggested).[/FONT]
[FONT=arial, sans-serif]On May 31st I sent an email and posted on my VK acct/CRM ticket link (I was without access to a computer for a week) explaining that I didn't agree with their findings and that I had adjusted my batteries before I made any complaint to them. But regardless, I would accept their results, in which case they needed to send the clearomizers back to me. I had paid for them originally and paid for the shipping to send them back to them at VKs request even though they had promised credit without testing. If there isn't anything wrong with them, VK needed to send them back or send 2 replacements. It has been 2 weeks since my last email/post on this ticket and haven't heard from VK. I'm out 4 clearomizers, the promised credit for 3 of them, $8 in additional shipping, and apparently 2 good clearomizers that VK won't send back or replace. I was pleasant and never negative, rude or abusive with them in any way. I have always praised VK on the forum. I didn't expect a replacement or credit for the original 3 clearomizers so there was no need for me to pay to send them to VK. But, they promised the credit without asking to test them. I paid for the extra postage at VKs STRONG request. I have done everything VK requested even though I didn't have to but VK hasn't done anything they said they were going to do and on top of that, they have stopped communicating with me.[/FONT]
[FONT=arial, sans-serif]I received a set of ego batteries a couple months ago from my daughter. I hadn't used them because I liked the esmart batteries. I would have chosen clearomizers for the ego that VK sells if they had continued to communicate and at the very least sent back the 2 clearomizers they say aren't bad (even if they didn't give me the other credit). Instead, I've purchased clearomizers from a local B&M. Its unfortunate but unless something changes, I would rather pay more at a B&M than buy from VK. I've suggested ONLY VK to more than dozen of my friends and acquaintances. Apparently, I was more loyal to VK then they are to their customers.[/FONT]
