I'll throw them a bone for the learning process, let's see where they take it from here.
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Elementvape pretty much told me to fuk off
- Thread starter Angelv942
- Start date
Hi Angelv942, thanks for your understanding throughout the process. I will reach out to the staff that helped you on in this case tomorrow when we open. I am just happy that you were able to get the packages along with the resolutions. Since we donated more than $20,000+ for the vaping organization last year, if you ever need anything from our end for good cause, we are up for it.
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It is indeed a learning process. The community did contribute to this change for sure. As a company, we are not always 100% right. Therefore, progress needs to be make and changes will occur to better serve the customers.
As for this issue, a method was already in place for a while now as we just finally implement last Monday. The customer service department should be able to get the hang of it by next week.
Also suggestion, take care of your customers especially your return customers. Like I pointed out about missing shipments, reship the items then file the claim and pursue it with the carrier. "You" are the ones with a business account with them, "you" have a lot more pull with the carrier other than John Q Public. If you are unfortunate to have to eat the cost "you" are able to write it off as a lose and get tax credit for it, John Q Public is not. What benefits you more, keep a customer with their future business or loose them over a $40 order that you can write off on your taxes? It's truly as simple as that.
Thanks a lot for your suggestions
We will have a big discussion with the upper managements on Monday. Customer satisfaction always has been our top priority. This applies to either new or returned customers. We always find ways to take care of our customers. We always make sure that we either meet or exceed all their expectations.
That being said, these types of issues should be resolved. Our team should be able to tackle these issues.
Have a good Sunday r055co!
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That's not correct. As a vendor on Amazon or on eBay / PayPal, the onus is on the seller every time. Even if the package was insured, the buyer can't start the claim with usps. It has to come from the seller. If a correct address was given, in all merchant markets, the seller is responsible. If you've owned a market account you already know this. The usps insurance option is a well known scam. If they've delivered to the correct ZIP CODE, your insurance is moot. A simple Google search for "usps delivered to wrong address" will tell you all you need to know about sellers and buyer's responsibilities.
I agree with you, when the business files the claim the USPS takes it much more serious and acts on it. The customer USPS just basically tells them to fuck off.
Businesses that won't honor the shipment actually getting to the customer I refuse to do business with them nor recommend them. There are too many businesses out there that take care of their customers and their responsibility doesn't end when the goods leave their doors. They are the ones who deserve my business and money.
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@Element Vape ,
Here's a reputation pro tip on the house, use it in earnest..
When something like this happens, make the guy an offer he will be thrilled with off the bat (refund + whatever) or if it comes to the forums, do it in private.
All this back and fourth with us rando's is a waste of time, money and isn't using the situation to your advantage.
This is day one stuff, dude.
You're welcome.
Here's a reputation pro tip on the house, use it in earnest..
When something like this happens, make the guy an offer he will be thrilled with off the bat (refund + whatever) or if it comes to the forums, do it in private.
All this back and fourth with us rando's is a waste of time, money and isn't using the situation to your advantage.
This is day one stuff, dude.
You're welcome.
Not related to elementvape or any vape gear actually, more a testament to the idiocy that is the usps. Ordered something and living in a rural area the mailbox is a good 100yds away grouped with other boxes across the street. Some of the neighbors around here are real assclowns and like to dig through everyone's mailbox. Have already complained about it multiple times to the post office and their answer is 'catch them on camera'.
I get a phone message that an item purchased arrived earlier than expected so I go to the box. Empty. Mail already ran for the day, marked as delivered. Pissed that the neighbor jerkoffs have been futzing around in the mail again, so I do one more double check. Found my package in another mailbox 3 boxes down.
No way to keep grubby hands of others out of your mail and have a law on the books enforced in any manner, no one seems to give a shit. Not the post office, not the sheriff. Can't get a mailbox closer to my residence despite there being a driveway easily accessible to a mail courier because god forbid they have to drive a few extra feet. Can't get the mail delivered to the right box because the postman 4got hou 2 reed numburz. Post Office can't figure out why they're failing faster than Madonna's music career. Gee, wonder why. One friggin job to do man. Their solution is get a po box in town. Umm ok, better yet why don't I just fucking drive 5 states over and pick it up from the factory and leave you feckless wonders out of the equation entirely, just do your job for you.
I get a phone message that an item purchased arrived earlier than expected so I go to the box. Empty. Mail already ran for the day, marked as delivered. Pissed that the neighbor jerkoffs have been futzing around in the mail again, so I do one more double check. Found my package in another mailbox 3 boxes down.
No way to keep grubby hands of others out of your mail and have a law on the books enforced in any manner, no one seems to give a shit. Not the post office, not the sheriff. Can't get a mailbox closer to my residence despite there being a driveway easily accessible to a mail courier because god forbid they have to drive a few extra feet. Can't get the mail delivered to the right box because the postman 4got hou 2 reed numburz. Post Office can't figure out why they're failing faster than Madonna's music career. Gee, wonder why. One friggin job to do man. Their solution is get a po box in town. Umm ok, better yet why don't I just fucking drive 5 states over and pick it up from the factory and leave you feckless wonders out of the equation entirely, just do your job for you.
He paid for an item and didn't get it, while it's not the vendors fault, he paid the vendor for an item and didn't receive it which is completely legal to chargeback.
It's poor customer service though for a Vendor to think their responsibility ends when it leaves their door. Bottom line is this, customer bought the item but never received it so the Vendor has not met their responsibility to their customer.
As I stated earlier in response to Element Vape -
"missing shipments, reship the items then file the claim and pursue it with the carrier. "You" are the ones with a business account with them, "you" have a lot more pull with the carrier other than John Q Public. If you are unfortunate to have to eat the cost "you" are able to write it off as a loss and get tax credit for it, John Q Public is not. What benefits you more, keep a customer with their future business or loose them over a $40 order that you can write off on your taxes? It's truly as simple as that."
AndriaD
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Yeah, I gotta say, when I first started building coils and bought some wire from LightningVapes, after a week, I still didn't have it, and tracking never showed it even leaving FL... (I live in GA, next state up!). So the guy sent me another pkg of the same thing I ordered, gratis, and even sent it 2-day priority. So now I always buy my wire from him, though I still hate FL's USPS.
I just find it hard to blame the vendor for USPS's fuckups -- if they take care of their customers, then kudos to any company who cares about their customer base more than every little penny on the bottom line -- ultimately, customer satisfaction IS what makes a regular customer, and keeps you in business.
Andria
Not blaming the Vendor for USPS's fuckups, just holding the Vendors accountable to their responsibility and that is that the customer gets what they paid for. The Vendor chose the shipping company and the Vendor is ultimately responsible to insure the customer receives what they pay for.Yeah, I gotta say, when I first started building coils and bought some wire from LightningVapes, after a week, I still didn't have it, and tracking never showed it even leaving FL... (I live in GA, next state up!). So the guy sent me another pkg of the same thing I ordered, gratis, and even sent it 2-day priority. So now I always buy my wire from him, though I still hate FL's USPS.
I just find it hard to blame the vendor for USPS's fuckups -- if they take care of their customers, then kudos to any company who cares about their customer base more than every little penny on the bottom line -- ultimately, customer satisfaction IS what makes a regular customer, and keeps you in business.
Andria
Yeah, I gotta say, when I first started building coils and bought some wire from LightningVapes, after a week, I still didn't have it, and tracking never showed it even leaving FL... (I live in GA, next state up!). So the guy sent me another pkg of the same thing I ordered, gratis, and even sent it 2-day priority. So now I always buy my wire from him, though I still hate FL's USPS.
I just find it hard to blame the vendor for USPS's fuckups -- if they take care of their customers, then kudos to any company who cares about their customer base more than every little penny on the bottom line -- ultimately, customer satisfaction IS what makes a regular customer, and keeps you in business.
Andria
Let me put it this way, let's say you owe the IRS $5,000 and you send them the money via USPS. When they contact you and say they didn't get the money, who's held accountable, you or the Post Office?
I first hand dealt with 2 lost packages equalling to about $300 and used usps as the mail carrier, once a claim was made through usps, a district rep, the specific mail branch manager and the actual mail carrier all called me and admitted to misdelivering my packages at the wrong address and luckily the carrier was able to retrieve the items and redeliver the items to my address.
I never got to the point of having a package permanently lost but i wouldnt lay blame on the vendor, i would lay blame on the carrier, as 3 different usps reps had notified me, im pretty sure money would have been reimbursed and maybe the items would have been resent but, each vendor has their policy and when we electronically complete the transaction with that vendor, us as consumers have to abide by it and yes us as consumers can complain about if the transaction doesnt go smoothly but its the risk we take day by day ordering online.
Case by case certain losses can be recovered and certain rules can be bent but businesses have process and policies in place that have to be followed and when we commit to checking out with our shopping cart, we sign these policies and process', the result or refund may not be overnight but a solution will be met.
I have dealt with elementvape many many many times and have had some bumps with their customer service but a solution was always met and an apology for the misunderstanding was always given. Whenever theres more than 1 hand handling an item ordered online, from vendor, to mail carrier to your door step, a mishap is a possibility but its a risk we take ordering online.
Case in point, order from a china based vape supplier and see just how long it takes for an item to be resent because of it being lost or faulty, been there too and its definitely not overnight. Id rather deal with a U.S. based online vendor anyday! Good job elementvape for stepping to the plate and working with the community here.
I never got to the point of having a package permanently lost but i wouldnt lay blame on the vendor, i would lay blame on the carrier, as 3 different usps reps had notified me, im pretty sure money would have been reimbursed and maybe the items would have been resent but, each vendor has their policy and when we electronically complete the transaction with that vendor, us as consumers have to abide by it and yes us as consumers can complain about if the transaction doesnt go smoothly but its the risk we take day by day ordering online.
Case by case certain losses can be recovered and certain rules can be bent but businesses have process and policies in place that have to be followed and when we commit to checking out with our shopping cart, we sign these policies and process', the result or refund may not be overnight but a solution will be met.
I have dealt with elementvape many many many times and have had some bumps with their customer service but a solution was always met and an apology for the misunderstanding was always given. Whenever theres more than 1 hand handling an item ordered online, from vendor, to mail carrier to your door step, a mishap is a possibility but its a risk we take ordering online.
Case in point, order from a china based vape supplier and see just how long it takes for an item to be resent because of it being lost or faulty, been there too and its definitely not overnight. Id rather deal with a U.S. based online vendor anyday! Good job elementvape for stepping to the plate and working with the community here.
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