What is up with Virgin Vapors? Bad Customer service!!

[All That Jazz]

Having a really bad time with my vaping experience. So much so, I smoked cigarettes today.

My USB charger stopped working. I put in an order with VV and then asked them if I could add to my order (add a usb charger). They have not responded in 2 days. They have not fulfilled my order either. I understand they are busy, but their customer service is not good at all. I have been an online seller since 2007 and I would never ignore an email from a customer, ever. And I am only one person.

I placed an order for juice, but wanted to add to that order, and they will not respond. Tomorrow, I plan on calling my cc company and get my money back. I have never done a charge back in my life.
I feel like I am dealing with a ghost service. Worst online customer service experience I have ever had. I buy products online every week, and this is by far the worst customer service I have ever had in 15 years. Honest!

 

[All That Jazz]

thanks for the sarcastic remark. Totally unnecessary! and one reason I NEVER go to forums. I only signed up here because I wanted to speak with someone at Virgin Vapors.
I am not scared to do a charge back. The point is, I have never had to in my life, and I am old. This is bs.
The owner was chatting on here on her lunch hour but failed to answer emails that I sent for 2 days now.

Have another alcoholic beverage eyebed, looks like you need one... not

 

[MPage]

They have had a recent problem with their online system- very unusual for them- they are awesome and will be upset that this happened. If you have emailed then they will respond.

 

[tyleris12]

Annette was NOT chatting, she stopped in for one minute to say Hi! I am not trying to attack you, as you seem to be attacking her, but give her a chance, as I have known her for almost two years now and know she trys to do everything in her power to make her customers happy. Did it ever cross your mind that she may not have gotten your e-mail? I made a suggestion to contact her associate (kittypie) here on the forum, in the chit chat thread where you left a remark concerning this also.

 

[All That Jazz]

Thanks MPAge - I can understand having problems with an online system, but email? The owner was on here just a few hours ago chatting, but failed to answer a paying customers emails for 2 days. I have emailed them 4 times since yesterday. It all started when I wanted to add items to my order. They never answered and they have not fulfilled my order either.

I am sure she is nice and she makes awesome vapors, but I cannot stand bad customer service. I don't care if their juice is made of gold. I am hoping she contacts me by tomorrow because I am going to call the cc company tomorrow. I will have to find another juice vendor with good vapes.

 

[All That Jazz]

I did contact Kitty via email. They have 2 email addresses, and neither one responded. I am not attacking her, but I am a new customer who has ordered once before. I was excited about trying her flavors but this is ridiculous. I make online purchases every week, with big and small vendors. I am also an online seller and I would never let a customer inquiry wait this long. Also, I have never had any problems with online vendors. You seem like a very faithful customer and friend. But don't let that cloud you judgement. Business is business, and I think you should stay out of it. This is why I really loathe online forums. Everybody is friends with everybody and their emotional attachments get in the way of reality. I have better things to do that chat about vaping all day and I am not emotionally attached to this seller.

 

[cherrycakes]

I'm pretty sure this needs to be moved to negative reviews section

 

[Annette Rogers]

All That Jazz, I would ask you to please be patient while I track down your order. Our e-mail records show that the first e-mail we received from you was at 8 pm last night, California time, not two days ago. We do our best to respond to all customer e-mails as quickly as possible but we do need some patience and time to get to everyone. I will look through your correspondence and we will get back to you via e-mail shortly.

 

[All That Jazz]

Hi Annette,
It's unfortunate that I had to come to an online forum to get a response. Meanwhile getting attacked by your faithful friends. This is not the way most people conduct business. I would think responding to customers emails would be a priority rather than this forum. Whatever works for you I guess. I would not be here if it weren't because of VV. and frankly, I will not come here again.

I just needed to contact you but no one responded. I did see you were on this forum at 3PM EST and yet I did not receive a response via email.
I just wanted to add to my order and was getting a bit concerned when I did not get a response. I am a new customer and I know your website said you were moving. I was not concerned about my order being sent, because I did order from you before. I just got a little concerned when I asked a question and never got a response.
If you expect your customers to communicate to you through this forum rather than email, then you should indicate that on your website. If I had known that, I would have went to another vendor. It is not the way I do business, and I don't feel this is an appropriate place to be discussing my personal online transaction. Don't you agree?

 

[Annette Rogers]

All That Jazz, you did not need to come on to this forum to get a response. You just needed to be a little more patient. We received your first e-mail last night at 8 pm California time, not two days ago, and your order was already being handled per your request. I understand your concern, but we work hard to reply as quickly as possible to all of our customers and it does take us some time to get back to everyone. Yes, I stopped by this forum at 3 pm to leave a quick post saying hello while I was eating my lunch but it is not necessary to use this forum to contact us. Contacting us through our customer service e-mail works just fine. The addition to your order, which you placed yesterday, has been added and your order has been shipped today with all changes made as requested.

 

[All That Jazz]

Hi Annette,
I finally did get a response from Kitty but she didn't say my order shipped, and she did not say that they added the USB cord and wall charger to my order. She said she forwarded my email to the office.
I sent emails... can you respond to them rather than discuss this here? Again, we should not be discussing my personal business on an online forum. Kitty didn't give me much info. It's almost like she is taking this personally. It is not personal, it's a business transaction that is not going well.

 

[cherrycakes]

"Again, we should not be discussing my personal business on an online forum."

You're the one who brought it here!!?!!

 

[All That Jazz]

"Again, we should not be discussing my personal business on an online forum."

You're the one who brought it here!!?!!

Yeah, Cherry cakes, you need to mind your own business. what are you 12?

Unfortunately, my issue was never resolved. Annette is too loyal to this forum rather than addressing customer issues directly via email. Not only has this been the absolute worst online business translation I have ever had, I have also had to deal with an immature 12 y/o on an online forum because the owner has failed to email me directly and never did add the items I requested.
Thanks for the GREAT customer service!!

 

[Annette Rogers]

All That Jazz, as I said, the addition to your order has been made and your order has been adjusted and shipped as requested. I can send you an e-mail as well if you would like but you should have received an automatically generated e-mail letting you know your order shipped and giving you a tracking number. The automated e-mail will not reflect the addition to your order as it was manually added but I know that the addition was made.

 

[Annette Rogers]

Yeah, Cherry cakes, you need to mind your own business. what are you 12?

Unfortunately, my issue was never resolved. Annette is too loyal to this forum rather than addressing customer issues directly via email. Not only has this been the absolute worst online business translation I have ever had, I have also had to deal with an immature 12 y/o on an online forum because the owner has failed to email me directly and never did add the items I requested.
Thanks for the GREAT customer service!!

I didn't see this post until I had already posted. As stated earlier, your issue has been completely resolved and your order shipped in a timely fashion with additions made. I would again request that you treat other posters here with courtesy and respect. I am only replying to you here on this forum because you brought this issue here and made it public.

 

[tyleris12]

Annette, not that it is any of my business, but seeing as how I like to talk so much on here I will say that I think you should report his rude and offending posts, so a Moderator can delete them. He has no right to talk to anyone that way! I would report him myself, but since this is your forum thread, only you can do that.

Cherry Cakes, just ignore....you know it's not even worth it.

 

[All That Jazz]

Annette,
I just received an email and it did not include the items I wanted to add. If Kitty Pie cared more about your customers, and less about this forum, she would have told me that when I asked, but she did not.
I still have not received an email regarding the initial request. I have spent over $50 on your site in the past 2 days and this is what I get. I have to communicate with you on an online forum with 12 y/o sweet cakes attacking me? Please, Annette, this is not good business practice. Maybe your mind is on other things but I am an online seller myself and would never conduct business this way. I actually want repeat customers.

 

[All That Jazz]

I didn't see this post until I had already posted. As stated earlier, your issue has been completely resolved and your order shipped in a timely fashion with additions made. I would again request that you treat other posters here with courtesy and respect. I am only replying to you here on this forum because you brought this issue here and made it public.

Annette, This is why you should not conduct business on a forum, which you are doing. I did not ask for responses from the peanut gallery. This has to be the most ridiculous online transaction I have ever had. I mean, the only way you have responded to me is on this forum. Why did you not be an adult and contact me via email? I only signed up here to contact you about my order. I had no idea this would evolve into a public issue. This is absolutely ridiculous. Stick to your forums Annette. good way to lose business. Any business owner watching this would agree.

 

[Annette Rogers]

All That Jazz, as I stated earlier, the automated e-mail will not reflect the additions made as they were added manually. This issue has been fully and repeatedly resolved.

It is unacceptable to speak to other posters here in the way that you have and I will be asking the moderators of this forum to remove your remarks.

 

[All That Jazz]

All That Jazz, as I stated earlier, the automated e-mail will not reflect the additions made as they were added manually. This issue has been fully and repeatedly resolved.

It is unacceptable to speak to other posters here in the way that you have and I will be asking the moderators of this forum to remove your remarks.

Again, you still have not sent me an email to my email address to verify that you included additional items and charged them to my card. Additionally, I asked you over and over to contact me via email, however, you will not. I did not asked to be attacked by your little online friends and frankly it is not their business. You should not be conducting business this way. You just don't get it. I do not come to forums because I do not like this type of banter. You however have made my business transaction with Virgin Vapors a complete nightmare because you are not adult enough to contact me directly. enough said. I do want a confirmation email that you added items to the order and that you charged my card. DO NOT tel;l me an this forum because I will not be coming back. Unfortunately because of this unprofessional way of doing business, I will not be doing business with you again.