I had a similar experience. My last order arrived missing a bottle of flavor and some needles. I contacted Juicy Liquid and Mrs. Jaxx was 100% attentive and apologized for the mistake. My missing stuff was shipped out immediately and 2 days later when I got the package, in addition to the missing items, there was a pack of 20 small pipettes, a pack of 3 large pipettes, an extra needle and a bottle of blueberry flavor. The FREE extras actually outnumbered the items that were owed to me.
Now this is the part that really impressed me. I got one of the glass syringes before they were all gone. It was supposed to come with 6 needles. Those were the needles that were missing from my order. In my communications with Mrs. Jaaxx I mentioned that the glass syringe was a present for someone else and I had given that person one of my needles so the syringe could be used immediately by that person.
I only mentioned it to let Mrs. Jaaxx know there was no real urgency in getting the missing stuff out to me. However she apparently took notice of that comment well enough that she actually included one extra needle to replace mine that I gave away and still have the 6 that belong to the person I gave the syringe to. That is what I would consider to be VERY attentive customer service.
She also disregarded my comments about it not being an urgent matter and the missing items could be included in a future order to save JL the cost of shipping. She was having none of that and insisted on shipping my stuff immediately and JL picks up the tab for shipping.
I have placed a few orders for JL in the past and this is the first time anything was missing so it is not like it is a common occurance. The way it was handled when it did happen could not have possibly been any better.
I fully agree that Juicy Liquid ranks a 10. I will continue to be a JL customer as long as there is a JL for me to order from.
DW
