What I hate!

[Sjkader]

There are so many that would rather complain about a company and how they do business or how we think they should do business. If you read the complaints about madvapes you will see that most of them would not exist if customers would use the ticket system. They do provide great customer service through the system. Today I placed an order. After the order was placed, I noticed that I had ordered the wrong strength of juice. I submitted a ticket right away. They responded in less then a half hour and fixed the problem. Then my ordered shipped out today! Now if thats not great customer service then I dont know what is. This mistake was on my end. Not theirs. Yet they fixed it for me. This is why I will always give my business to madvapes.

Here is the time line on this
order placed 11:53 AM
ticket submitted 11:58 AM
response to ticket 12:11 PM
order shipped 02:13pm

Now thats great customer service.
Keep it up!

So what do I hate? People who rather complain then use the system put in front of them. I would rather submit a ticket then talk to some operator in a third world nation that i cant understand (you all know what im talking about if you have ever called a computer manufacture customer service line)

 

[lynch]

Wow that is fast SJ, I ordered a pizza once that took longer

 

[daisyd]

+100,000 I think a lot of people just like to stir up drama. Also kuddos to Hoog and the others for not letting it get to them. There are other suppliers that get more grief from the pot stirrers because they get really aggravated by it. If you read any of the other supplier forums here, you'll see, it happens far less often in here because Madvapes doesn't get all bent about it.

 

[Sjkader]

And this is why I love MadVapes. ordered on friday, del on Monday. (with my error fixed)!

 

[hoogie76]

Very nice thread! Funny but we'll piss and moan about some customers internally and I'm sure it happens everywhere but with as busy as we are, it's hard to find time to get bent out of shape about things. We usually try and find a solution that fits into our policies and makes the customer happy but sometimes it's impossible to do both

You bet there are times I want to lash out and smash my computer but it would just delay things and make matters worse so I start doing shots of our alcohol based extracts instead

hoog

 

[Marb]

...
I start doing shots of our alcohol based extracts instead

Whoa now, save some for us!!

Seriously though, I love MadVapes - almost all of my e-cig-related purchases in the past 6+ months have been from MadVapes and I've been happy with just about everything. But I admit that I try to refrain from giving out TOO much praise just to keep from sounding like a ....-kisser or whatnot. And I think someone hit the nail on the head that some people just want to complain. I think the vast majority of customers are satisfied and just happily go on with their lives without saying a peep. And the few who do have problems are more likely to speak out about it (whether justified or not). Human nature, I guess.

Keep up the good work and don't hit the extracts too hard, lol

 

[zej9]

And this is why Madvapes has also made me a customer for life.

 

[StotheK]

I just want to say when I received my last order...

Nothing was wrong with it. Everything was there and nothing was broken.

Much less interesting to read, but nobody ever says it

 

[MASTER0FDAMPF]

I have said that when it happened. I have noted it when it was not the case. My last order the coupon code didn't work, I got shanked on the "daily deal" which did not apply to my order. All in all, I paid about 20$ more than I should have (I ordered 5 tanks 3$x5=15$ + non working 5% off coupon on my 110$ order $5.50). I did not rant and rave or bother to open a ticket, but more and more I am swayed from ordering from MV. I know I can't beat the prices so I just deal. It is sad that I spent 500 reward points just to get the price close to where it should have been in the first place.

While waiting on the tanks to come in all the refill cartos sold out (with no replacement) and the thread cones for the tanks that came in sold out. While I love MV I have realized that unless you want to order every 3 days you should never count on stock to be in. Lower expectation = less frustration. I don't remember what the actual count is but out of my first 10 or so orders there were 6 that had a wrong item or missing item, 2 occurences of unusable juice (tons of sediment in it) and one where an item was intentionally substituted because they didn't have it although it was still listed for sale when I got my order. BoxMod kits without all the holes drilled (no big - its a KIT, but still).

I have waited 6 months for items that are actively on the catalog to come back into stock. It is likely that they never will. Ever seen them sell just the short RS body? I haven't but I will take the loss of having both versions of RS to my mistake of not researching that I should have bought the RS and Maxi tube instead of a maxi kit and looking for a RS body.

To anyone who rants and raves here is the deal...weigh the good and bad and then decide if you will use them again. I likely will, but only for things I can't get at a reasonable price elsewhere.

I will end this with a compliment that since the barcoding the orders I have gotten were accurate. My orders usually include alot of small items so Kudos there guys. The shipping is always fast out the door and the prices are fantastic.

I just want to say when I received my last order...

Nothing was wrong with it. Everything was there and nothing was broken.

Much less interesting to read, but nobody ever says it

 

[St. Nick]

I'm with you, StotheK, Sjkader, daisyd, zej9, and Marb. And I've never had a problem with an order, either. It must be pure, dumb luck, eh?

 

[inksane]

Madvapes rocks!!!! i have had a few issues with different maxi roughstacks, and bolt mods, but Kyle over there take care of me every time!!

 

[MASTER0FDAMPF]

as a followup...the order I placed last week was accurate...however, they did not have a few items that I ordered in stock. They did a refund in points for 12$ to cover the difference (I used a 25$ point redemption GC on the order, so I was ok with that). That is frustrating though, as I waited to order until some items got replenished before I ordered.

Madvapes is consistent and always fair about everything. I will continue ordering, so please dont infer this as a hate post. I just think that since most of us come here (ECF) to research, a fair representation of what a vendor experience is likely to be gets represented. I love the plethora of items available, the staff have been nice everytime I have met them and they have always "done right" by me, but that does not mean that they are not occasionally human and make a mistake.

 

[simply me]

I've been ording from them for 2 yrs. now and only had one problem. Ordered attys and got cartos. Sent in my ticket and they sent out my attys and told me to keep the cartos. Now how do you beat that. Wonderful bunch of people.

 

[uzzaperez]

Their prices are so good that I would have to guess they sell a lot of stuff to a lot of people. Actually, I'm not sure how they could sustain their pricing without high product turnover.

And their selection is so big that there are bound to be some things to try that won't satisfy.

Combine a lot of customers, killer prices, and a broad range of products and you're bound to get some complainers. I don't know anyone at madvapes personally, so this is all just a guess, but that's what it looks like to me.

I just ordered a couple things that I may or may not end up liking, but the price was so good it'll be worth it to find out; if I like the stuff then I know where to get it at a steal. And I've already had enough great madvapes experiences to know I'll be a repeat customer regardless.