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Beware of Wizard Labs

BillyJ

Member For 4 Years
Member For 3 Years
So I received my first order from Wizard Labs the other day. When I opened my flavors and smelled each one, I immediately knew the TFA Cucumber was not cucumber. after a taste, I confirmed to myself that it was definitely 100% banana. I sent an email to Wizard Labs explaining the issue and they asked me to send them a photo of the bottle, which I did. They responded with this....

Thank you for your reply! Unfortunately, as with all flavorings, individual tastes and smells are subjective, and will vary from one person to another. Because of the nature of individual tastes and preferences, Wizard Labs cannot offer refunds or replacements based on individual likes or dislikes of a manufacturer's particular flavoring, and all flavoring sales are final. We hope this information is helpful to you. Please feel free to respond to this e-mail with further questions or concerns. We will be more than happy to further assist you.

Sincerely,

Sharice
Wizard Labs

Needless to say, being accused of not knowing the difference between the taste and smell of a cucumber and banana infuriates me! And the fact that they can't make right and replace the $1.39 bottle of flavoring is extremely poor customer service and I will never order from them again. First impressions!!

Just wanted to make the community aware of their practices.
 

inspects

Squonkamaniac
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Taste is subjective? If you can't taste the difference between a cucumber and a banana, taste would be more than subjective, them taste buds would be totally SHOT....:devil:

Sorry to hear about your poor luck.
 

Whiskeywarrior

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I would ask for the supervisor and not give up. It's not that you disliked it, it's that it was wrong. Unless they would like a false advertising lawsuit against the company, which you would win. It could also be dangerous, what if you were allergic to a component of the banana flavor. Don't give up so easy, just keep talking until they acquiesce just to shut you up.
 

BillyJ

Member For 4 Years
Member For 3 Years
Thanks whiskey. That was my exact response to them. That is could be detrimental to someone's health. I think I will take this further. My response that I sent back this afternoon is below.

My apologies.

I will be having this bottle sent to be tested. It is not what it states it is and being a laboratory, this could be detrimental to someone's health.

I am 100% convinced that this is a quality control discrepancy by Wizard Labs and will not be placing orders with you again. This was my first order I have placed with you and will be the last. I will also make sure that my peers are aware of this as well.
 

AndriaD

Yes, I DO wear a mask! I'm vaccinated, too!
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This is exactly why I detest rebottling. I *have* bought flavors from WizLabs, BCF, ECX, etc... but in general, I prefer to get TFA flavors from TPA/TFA, and Inawera flavors from a vendor in Poland who sells them in their original pkging -- not a single US vendor sells Inawera in original pkging any longer.

I buy a couple or three other flavors from different makers, but not much.. mostly just TFA and Inawera.

Andria
 

HondaDavidson

Gold Contributor
Member For 4 Years
I know there's a general principle of good customer service. BUT really????? Over $1.50 worth of flavoring... that's like a sample size from most vendors.........

Heck they spent more than that answering your phone call and sending the letter.

Granted the letter could be worded differently.... but it's a firm letter... the part that apply to you is the part that about all sales being final. That is the reason for no refund. Not the EXAMPLE given of possible and COMMON issues. That may or may not apply to you in particular. They know not everyone has a fully developed pallet.

A $1.50 REALLY

Sent from my SCH-I605 using Tapatalk
 

BillyJ

Member For 4 Years
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Don't misunderstand me. I can care less about the $1.50. It's the principle of the matter. In today's day and age, customer service is crap. I work in quality control and this is completely unacceptable behavior for a company. They're basically saying that whether it's a sample or a 120ml bottle, they can give it to you filled with piss and think they can get away with it. It's horse shit and I am tired of dealing with companies everyday that do this.
 

VelvetA

Bronze Contributor
Member For 4 Years
I find this very odd. Wizard Labs has always had fabulous customer service. I've been ordering from them for almost 3 years now and never had any problem that wasn't addressed immediately (broken/leaking vials, they sent me LA strawberry once instead of TFA, yada). I've ordered a lot from them and while issues were few and far between, they've never been less than awesome in dealing with them
 

Artemis

Gold Contributor
Member For 5 Years
Don't misunderstand me. I can care less about the $1.50. It's the principle of the matter. In today's day and age, customer service is crap. I work in quality control and this is completely unacceptable behavior for a company. They're basically saying that whether it's a sample or a 120ml bottle, they can give it to you filled with piss and think they can get away with it. It's horse shit and I am tired of dealing with companies everyday that do this.
I never ordered from them. They should have replaced the flavoring since it was their mistake of mislabeling a flavoring. I tend to avoid vendors that present with no customer service.
 

BillyJ

Member For 4 Years
Member For 3 Years
Ok. Update.....
I called Wizard Labs and asked to speak with a manager. They were all in a meeting and Deena, who answered the phone, was fantastic. She sounded genuinely concerned and went above and beyond to investigate the situation. She put me in touch with Krista, who is their "master mixer" or something. Krista, who was equally as helpful, informed me that she went in back and smelled the TFA Cucumber. She said that it indeed smelled like just like banana and assured me that it wasn't. She said that because these are concentrates, they can tend to smell vastly different than what it is. She even told me the percentages to mix at to get the most out of the cucumber flavor.

I feel like a huge idiot but in my defense, this is my first time ordering and attempting diy juice and really have no idea. My goal is never to speak bad about a company. I wish that Sharice in customer service had gone this route and put me in touch with Krista in the first place! After speaking with Deena and Krista, they have changed my opinion of Wizard Labs for now.

My next step is to make my cucumber mint and see how it tastes.
 

BillyJ

Member For 4 Years
Member For 3 Years
I never ordered from them. They should have replaced the flavoring since it was their mistake of mislabeling a flavoring. I tend to avoid vendors that present with no customer service.

Where do you order your flavors from?
 

CJ-3

Silver Contributor
Member For 5 Years
"My response that I sent back this afternoon is below.

I am 100% convinced that this is a quality control discrepancy by Wizard Labs "


I am glad that things have worked out and that it was a misunderstanding
With that being said will you be sending an email to retract this?
 

BillyJ

Member For 4 Years
Member For 3 Years
I absolutely will once the juice is steeped and confirmed that it doesn't taste like banana.
 

MrScaryZ

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Ok. Update.....
I called Wizard Labs and asked to speak with a manager. They were all in a meeting and Deena, who answered the phone, was fantastic. She sounded genuinely concerned and went above and beyond to investigate the situation. She put me in touch with Krista, who is their "master mixer" or something. Krista, who was equally as helpful, informed me that she went in back and smelled the TFA Cucumber. She said that it indeed smelled like just like banana and assured me that it wasn't. She said that because these are concentrates, they can tend to smell vastly different than what it is. She even told me the percentages to mix at to get the most out of the cucumber flavor.

I feel like a huge idiot but in my defense, this is my first time ordering and attempting diy juice and really have no idea. My goal is never to speak bad about a company. I wish that Sharice in customer service had gone this route and put me in touch with Krista in the first place! After speaking with Deena and Krista, they have changed my opinion of Wizard Labs for now.

My next step is to make my cucumber mint and see how it tastes.
so you go screaming like a little kid warning us of Wizzard labs realised you fucked up and are justifying it. Next time before going and screaming bloody murder do some due diligence first. Calling out a vendor is not be be taken lightly no matter if you are a new DIY'er or not
 

PhantomOp

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Krista, who is their "master mixer"

I can confirm this. Krista IS their master chemist and "master mixer". I order ALL of my flavor concentrates from WL, and I personally pickup from WL as I work 15 min away. I've had quite a few chats with her and she is very easy to work with, friendly and extremely helpful. I will also say that your initial response email was NOT how they handle customer support. I'm pretty sure you got a "newby", which they have a few of those recently. Deena is their front office person and is very helpful as well. If she doesn't know, she will call up Krista or Tobe to help.
 

BillyJ

Member For 4 Years
Member For 3 Years
so you go screaming like a little kid warning us of Wizzard labs realised you fucked up and are justifying it. Next time before going and screaming bloody murder do some due diligence first. Calling out a vendor is not be be taken lightly no matter if you are a new DIY'er or not
I stand by my response. Do not criticize me. I tasted my sample batch this morning and it is nothing other than banana and mint. Krista said that it is definitely possible for it to smell like a different flavor but taste like what it's supposed to. Only giving it another 2 or 3 days but as for right now, they're still wrong.
 

MrScaryZ

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I stand by my response. Do not criticize me. I tasted my sample batch this morning and it is nothing other than banana and mint. Krista said that it is definitely possible for it to smell like a different flavor but taste like what it's supposed to. Only giving it another 2 or 3 days but as for right now, they're still wrong.
It's not about that their is a proper way to deal with vendors and and a incorrect way AGAIN before calling out a vendor you do all you can to attempt to rectify the situation you did not do this.. so stand judged!!!
 

PhantomOp

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nothing other than banana and mint
Call up Krista, let her know that it is truly banana. Offer to send her a mix with it in there and the original 8ml bottle. She vapes, so she can put some in her tank IF she really doesn't believe it. She can also drip a few drops of the concentrate on her dripper.
 

BillyJ

Member For 4 Years
Member For 3 Years
It's not about that their is a proper way to deal with vendors and and a incorrect way AGAIN before calling out a vendor you do all you can to attempt to rectify the situation you did not do this.. so stand judged!!!
Only being judged by you. Everyone else has been pretty helpful. Consider yourself judged
 

BillyJ

Member For 4 Years
Member For 3 Years
Call up Krista, let her know that it is truly banana. Offer to send her a mix with it in there and the original 8ml bottle. She vapes, so she can put some in her tank IF she really doesn't believe it. She can also drip a few drops of the concentrate on her dripper.
Once I am done with the steeping, I do plan on asking Krista if I could send it to her for her to try.
 

netweight

Member For 3 Years
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It's not about that their is a proper way to deal with vendors and and a incorrect way AGAIN before calling out a vendor you do all you can to attempt to rectify the situation you did not do this.. so stand judged!!!
I hear what you're saying but you're really getting on this dude when he's still probably not in the wrong and they were wrong for their initial condescending response. I say he could still be correct and they should further investigate because when the hell does cucumber smell like banana?! I know my FA cucumber is immediately recognizable and potent green cucumber smell
 

netweight

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I hear what you're saying but you're really getting on this dude when he's still probably not in the wrong and they were wrong for their initial condescending response. I say he could still be correct and they should further investigate because when the hell does cucumber smell like banana?! I know my FA cucumber is immediately recognizable and potent green cucumber smell
However, if I ran a company I would be pretty pissed that someone made a "beware of" thread about me over a 2$ transaction. Then again, you kinda open these doors when you don't immediately rectify $2 issues. Very small price to pay for a happy customer.
 

MrScaryZ

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I hear what you're saying but you're really getting on this dude when he's still probably not in the wrong and they were wrong for their initial condescending response. I say he could still be correct and they should further investigate because when the hell does cucumber smell like banana?! I know my FA cucumber is immediately recognizable and potent green cucumber smell
maybe maybe not it is a pattern of people whining before doing due diligence pretty funny a person calling out a vendor means multiple contacts ask yourself a question would you call out a vendor with one correspondence on a email? you sure this person really does know the difference in flavor profiles with concentrates? I have had a few issues with Wizzard Labs that are easily solvable with correct communication. Are you saying its ok to waste time whining on a forum vs correctly escalating a issue with a company ?
 

netweight

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maybe maybe not it is a pattern of people whining before doing due diligence pretty funny a person calling out a vendor means multiple contacts ask yourself a question would you call out a vendor with one correspondence on a email? you sure this person really does know the difference in flavor profiles with concentrates? I have had a few issues with Wizzard Labs that are easily solvable with correct communication. Are you saying its ok to waste time whining on a forum vs correctly escalating a issue with a company ?
I do understand what you're saying. I'll leave my opinion as this: the company and the customer were both wrong in letting this situation over 1.50 go further than needed.
 

Khassy

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Member For 3 Years
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Taste is subjective? If you can't taste the difference between a cucumber and a banana, taste would be more than subjective, them taste buds would be totally SHOT....:devil:

Have you ever watched Hell's Kitchen when they do the blind taste tests? :giggle:
 

Time

Platinum Contributor
Member For 4 Years
maybe maybe not it is a pattern of people whining before doing due diligence pretty funny a person calling out a vendor means multiple contacts ask yourself a question would you call out a vendor with one correspondence on a email? you sure this person really does know the difference in flavor profiles with concentrates? I have had a few issues with Wizzard Labs that are easily solvable with correct communication. Are you saying its ok to waste time whining on a forum vs correctly escalating a issue with a company ?

Yeah, but your an old fart when it comes to DIY, like me.

When I started DIY on this forum there were nearly as much vendor attack threads as there were "how to" threads. Nearly everyone was new and they shared every nit pick with every vendor. New people are going have concerns we DIY old farts no longer have and they will post about them. There is nothing wrong with newer members expressing their experience. Wizard Labs has been through far more negative discussions on this forum than this one, they'll be fine.

I'm waiting for the OP to try his juice. I don't see how cucumber could smell and taste like banana.
 

MrScaryZ

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Yeah, but your an old fart when it comes to DIY, like me.

When I started DIY on this forum there were nearly as much vendor attack threads as there were "how to" threads. Nearly everyone was new and they shared every nit pick with every vendor. New people are going have concerns we DIY old farts no longer have and they will post about them. There is nothing wrong with newer members expressing their experience. Wizard Labs has been through far more negative discussions on this forum than this one, they'll be fine.

I'm waiting for the OP to try his juice. I don't see how cucumber could smell and taste like banana.
I agree and disagree one thing I do know 'It is all so freaking hilarious' - Road to Perdition
 

BillyJ

Member For 4 Years
Member For 3 Years
Thanks for all the opinions. Ok. So here is how I see it.....
1. Yes..I should have called Wizard Labs prior to posting this thread.
2. I have been vaping long enough to know the difference between the smell and taste of cucumber and banana juice.
3. The "beware" was for people that might want to order a larger quantity of the TFA Cucumber and get screwed out of their purchase. It was meant as more of a warning. I said before that I could care less about $2.
4. I talked to Krista yesterday and sent the flavoring and my diy juice to her to see for herself. I even told her that I'm not concerned about myself but for others
5. MrScary, why are you so much of an asshole? For fuck sake, I came here to get help and you're demeanor and attitude sucks! I said this was my first try at diy and instead of advice, I get criticism. Chill dude... I mean no harm
 

BillyJ

Member For 4 Years
Member For 3 Years
Krista contacted me today with the deepest and sincere apologies and after smelling and tasting the cucumber confirmed that I had inadvertently received TFA ripe banana instead of TFA cucumber. Although I insisted that I wanted no compensation, she insisted on crediting my account. After this whole ordeal, I rescind my negative comments and I will remain a customer of Wizard Labs. Not because of the credit, but because of the exceptional customer service I received from Krista.
 

PhantomOp

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customer service I received from Krista
Krista is a good person! Wizard Labs is a good company to deal with in general. I still think you just got a lazy tard that didn't have any customer services skills and/or didn't care. They will be "weeded" out.
 

BillyJ

Member For 4 Years
Member For 3 Years
Krista is a good person! Wizard Labs is a good company to deal with in general. I still think you just got a lazy tard that didn't have any customer services skills and/or didn't care. They will be "weeded" out.
I don't think I have EVER experienced the customer service that I received from her. She's definitely a good one and totally gets it.
 

FL_David

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I glad this thread ended on a happier note with Wizard Labs as I like to shop with them too. If my shipping is more then $4.00 then I pickup in person by bus and bicycle.
 

bobnat

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I don't think I have EVER experienced the customer service that I received from her. She's definitely a good one and totally gets it.

Here's a heads up for you. If you ever buy Vienna Cream FA, don't smell it or you'll run for a hazmat suit. But it tastes pretty good.
 
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BigNasty

Diamond Contributor
Member For 4 Years
ECF Refugee
There is a reason WL will never see another penny from me.. This is kind of it but more like their site fucking up and shitting the bed totally on what ordered mixing it with prior orders and the picker being a complete mouth breathing fucking retard.
4 orders non right and the prior order never corrected as they promised, only to find added shit that was not on the manifest.
Fuck wiZTARD LABS.
 

USMCotaku

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My take on WL......a few years back, I won one of the big contests on ecf......being first place, I got 5 picks from the prize list. Instead of picking the 5 most expensive, sought after items (provari, reo, etc.), I built a nice prize package, leaving the big ticket items for the other winners who didn't get as many picks. Wizard Labs saw this (one of my picks), and not only doubled my certificate amount, but sent me a second certificate for me to give to anyone else of my choosing (gave that to Andria if I remember correctly ;) ). They will be my only go to since, because THAT is some customer service!
 

PuffOn

Bronze Contributor
Member For 5 Years
If you are a FL resident you can get flammable flavors shipped USPS ground, instead of the required UPS.
You have to ask them via e-mail tho., until they get their system changed.
 

jazzman

"I'm Old, Fat and Ugly with a crappy attitude!
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I have always used Wizard Labs and i have never had a problem. They will continue to get my business!
 

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