MT Baker Customer service experience

[Glockmk]

Hi Underground
New at this forum ...
Over a time i have purchasing a juice from USA from variety of sites and I did not have any problem
I have encountered problem in purchasing e-juice from mtbaker.com and they stole my money ....
I have been waiting three mounts my package and reporting to the USPS but nothing happened and at the end when i ask my money back they told me that i lost my money
I have reported them on various sites but it will be much help if we spread this so no one can loose their money ... This is the customer chat changing attitude in minutes pls read them carefully ....

TNks for the support underground

Lisa
I can either try and reship this to you, or give you a Store Credit of $56.70 to completely cover the cost of the order.
Goran
yep but this will go to infinity

i dont wanna loose your goods

it is pointless regarding that from other sites i dont have that kind of problem



Goran
i dont know where is the problem

Lisa
The problem happened with FedEx losing your package. I'm terribly sorry, and we're willing to try and send it again, free of charge.

I can try and send this package again if you would like?
Goran
hmmm tricky situation because i cant claim a file

noup it is pointless to loose more of your goods

Lisa
Have you tried getting a case number through FedEx instead of USPS?
Goran
whats the next solution

hmmm but it is usps trucking number

Lisa
I'm not sure. All we would be able to do with a Case Number anyway, is reship the package to you. I'm just trying to make it easier for you, taking a step out of the process. It's been long enough, I can just reship it to you.
Goran
Invalid
The tracking number you entered is invalid. Please correct it and retry.
this is from fedex

did you have return money policy

i dont wanna try anymore, can you just return my money

Lisa
Unfortunately, we do not accept returns or issue refunds for Juices.
Goran
can you please refer to me where is that on your web site

Lisa
Unfortunately, because we have already tried to ship your package twice, there is nothing we can do at this point. It is a gamble trying to import nicotine and ejuices to foreign countries, and we have tried to get this to you twice. I was just informed that we can only try to reship once, which we already did. I'm very sorry, there is nothing more I can do for you in this case.
Goran
are you serious ... that i just lost 60 dollars

Lisa
Yes, I am very sorry. We have tried resolving this issue already.




Lisa left the chat

 

[BigNasty]

MBV did not lose shit... it is fedex or the usps with your custom laws that fucking lost it.
Glockmk hall of shame yourself. According to that chat MBV has twice sent you stuff... do the right fucking thing and get a god damned case number instead of smearing MBV for the shipping company and your country's bullshit.

 

[freemind]

Well, it sure as hell isn't Mount Bakers fault if YOU don't know you own damn laws for IMPORTING something in your country.

Maybe instead of trashing them, you should look in the mirror at the idiot that got a shipment TWICE, but was completely ignorant of YOUR OWN LAWS of your country.

You lost your money, because of your own ignorance. period....

No sympathy from me.

 

[Glockmk]

you are missing the point that i already have receive four time from vista vapor ... so where is the ignorance now i don't see

 

[freemind]

you are missing the point that i already have receive four time from vista vapor ... so where is the ignorance now i don't see

You finally got caught. That's the difference.

 

[Glockmk]

I will just say at the end that is more secure to pay with pay pall than ordinary way .... i already reported to the officials so is is beyond me to discuss ...

 

[zaroba]

Never had issues with MBV here. They have been my primary vendor since starting vaping in September and I have placed over a dozen orders with them. I'm in the US though. If your stuff got held up in customs, then it might just be a matter of waiting. Maybe both packages will arrive in 2 weeks or so.

Reporting it to 'the officials' wont do anything if it had nothing to do with MBV. Other vendors shipments making it to you means nothing. Sometimes things slip through, sometimes things get randomly checked, sometimes things get checked based on source or destination. Maybe they know that Mt Baker Vapor sells e-liquid containing nicotine so they automatically stop packages from them.

Paypal more secure? lol, that's like saying it's easy to find water in the desert.
Your personal credit card is *far* more secure and *far* more reliable. You can easily get your money back by contacting them.

 

[Glockmk]

First of all i don't wanna upset anyone here and I agree with you that's fact you are telling but i cant agree on the fact that the customer service is telling me first Fed-ex than USPS at the end of the story sorry you lost your money without receiving package ... we are all customers and this can happened to anyone ... I know one rule that the customer is always in right even when he isn't ... So i can accept the that i lost my money, but a cant accept the company policy of no package only sorry without even claiming a file ... and one more thing on international priority package ONLY US sender can claim a file ... That's USPS official

 

[freemind]

Let me tell you something that I know a lil somethin somethin about....

I knew a lady that owned a gun shop. She also sold online, with an auction site. Someone bought a rifle scope she had for sale, from outside the U.S. She never had shipped international before, but she got it shipped anyway. When it arrived at customs, it was seized. The scope, was apparently banned from importation without some long list of paperwork. It was an optic, not a firearm or ammunition. She never got the scope back, nor could she file a CLAIM, because it was apparently against the laws of that country to ship it the way it was.

This was a seven or eight HUNDRED dollar lesson to her. The seller didn't know it was against the rules, and I am sure the buyer didn't know either. The ONLY one that lost out, was the seller. The buyer got his money back.

It should have been the BUYER that got the short stick. However, she never sold ANYTHING internationally again. Can't blame her either.

Mt Baker has lost money TWICE for you. You think they should lose it again. I think you are a whiner. YOU should know the LAWS for what you are importing to YOUR country. I sure as hell do.

 

[f1r3b1rd]

Dude, you cant blame any vendor for whatever happens betweem their door and yours. No matter what, furthermore, it appears they have tried to eat the loss themself.
They offered you store credit, tries to resend the order what more can you ask for. I would be worried if a company accepted returned on juices they are a consumable good.
I can't see an issue there.

 

[Glockmk]

So with all my respect "freemind" If you read the post carefully you will see that i didn't accept to send me packages even in the first time to infinity and loose their money too i was just asking them to clam a file to USPS and recover their shipment insurance like they said they have ... All their packages are insurance to 100 dollars or at least their web site said they are ... I'm at least not that stupid ... i was only requesting claiming a file and track the packages ... so i really know my state laws and i have receive packages from all over the world for over a two years period .... i put this for further buyers just to know my case ... i don't thing i broke any law ... and for the mtbaker there government instances who are resolving this kind of issues ... sorry if i provoke anyone ....

 

[freemind]

I doubt insurance covers international shipments. USPS can't be held responsible for what another country's mail carriers and customs do.

And if you don't "think" you broke any laws.... Maybe NOW is the time you should be finding out if you did.

 

[WiSilverVape]

sooooo, the link in the OP is for Mt Baker Snowboard shop. Where does Mt Baker Vapor come into play with this?

 

[Glockmk]

Yeap i did broke one law ... My law i complain on something that i don't like, maybe i should keep my mouth shout and let the others experience similar situation if you prefer ... and loose their money ... if that's ok i will erase the post at once ...
Just for information On their website if you read carefully "i can't post it for legal notice" says that every shipment is fully covered with insurance of 100$
so i was just asking to claim a file to USPS and process the insurance and both sides will be covered up, at the end because is somebody fault no one should be losing anything ...

i'm pretty aware of every legal notice, and i'm careful of what i'm posting on public ...

 

[zaroba]

If the tracking was working fine up until it hit the customs of Macedonia, why not try to contact the Customs office? http://www.customs.gov.mk

 

[Fishee]

I've been buying from MBV for over two years.
They have always had outstanding customer service.

Recent;y I made a very large order of bottles and flavorings and it was beginning to take a lot longer than normal for me to have already received it.
MBV actually contacted me and said that USPS had delivered it to the wrong address. And that MBV would be sending me the exact same order again free of charge.

Well that evening I actually ended up getting my original order. So I immediately contacted MBV and explained to them that my order had not been sent to the wrong address after all.

Their response. "well then it's your lucky day because we have already sent out the second package. Hope you enjoy"

So I ended up getting double the order for only the price of one.
Does this sound like a shady company?
Do these types of business practices deserve public ridicule
or rather, public praise?


sucks that all happened to you.
And regardless of why it happened, MBV was not at fault.
And neither was the customer service agent in the wrong in any way.
In fact she seemed very sweet and yet still professional.

 

[Browncoat]

Good to see that checks and balances are alive and well in this thread. Well done, VU.

Mods need to come along and move this to U MAD BRO, lock it, and change the thread title. MBV has done nothing wrong here.

 

[Glockmk]

All suddenly everybody is judgmental without seeing the situation and defending i don't know what, it is Underground forum and with all my respect i only post my whole situation i simply ask from company witch is my right like unsatisfied customer to claim a file of lost package and get answer sorry you lost you money, at the end it is forum where everybody can tell their story ..... I didn't twist of spin anything ..... It is all there in the post, if anyone will make happy to move this to UMADBRO i will be me because i make my point and share with comunity ...

 

[freemind]

People are not seeing it the way YOU are because we don't perceive Mt.Baker tried screwing you out of anything. You seem to keep missing that. Every post other than yours supports who we perceive as RIGHT in this situation.

You posted enough info for us to make that determination. They TRIED helping you. They are not responsible for changing the laws of your country.

 

[Glockmk]

I didn't get the part and meaning of you need to conclude the post and judge who is wrong and who is right ...Why so much arguments about clear situation ... Not everyone share your thoughts, so i don't want to argue with anyone ... Also laws in one country cant rule for one company and not for other ... i don't have custom issues with nicotine juice FACT (receiving ejuice from all around the world) ... So that spin and twist isnt good try another one .... I have been reported this legally so I'm waiting officials to answer my issue ... And i will be very happy to share with you .... even in UMADBRO where you put me instead of admins ...

 

[freemind]

You came here looking for confirmation of how "badly" you think you were treated. Not one person has spoke up and agreed that you were, in fact, treated badly.

If it is legal to receive ejuice, out of country, please explain why customs has held two of these orders then. I receive things from out of the country all the time. I only order what I know is legal for me to import/buy. I have never had a order held and kept, like yours.

 

[5150sick]

you are missing the point that i already have receive four time from vista vapor ... so where is the ignorance now i don't see

then why not order 5 time from vista vapor?

 

[Fishee]

@Glockmk
no one is tryin to put their own twist or spin on what you posted.
And we completely understand that you are an unsatisfied MBV customer.

Regardless of how anyone here says it, we are all basically saying the same thing, NOT MBV's FAULT!!!
Perhaps the only fault is that you may not have understood your countries laws and or how the Customs agency operates.
That is not an attack or personal bash towards you as a person.
No one here has attacked you or your posts. And no one is saying you shouldn't voice your concerns or opinions.


We simply disagree with your claim.

MBV's may not have the finest e-liquids but they certainly have a very large fan base and are a very well known Vendor throughout the vaping community.
Most importantly they have a very fine reputation for their top notch customer services.

It's okay bro, we know U mad. And that is your right. No one is telling you not to be mad.
I would be mad too.
Just not mad at MBV

 

[UncleRJ]

Just my two Cents.

Mt.Baker is a well known E-Liquid supplier.

There product is good and their customer service is beyond reproach IMHO.

I once had a small issue with an order and they took care of it immediately, no muss no fuss.

Sorry you had an issue.

But to me it seems like they went above and beyond a couple of times to make it right for you.

 

[vaperature]

It's going to get worse and worse. I predict soon that shipping nicotine through the mail is going to be completely banned. When that happens everyone who sells online is going to be screwed.

 

[Fishee]

And I think Lisa is cute.

 

[Glockmk]

I never sad they were on custom, customer service from the post in live chat assumed maybe they wore on customs, and all this chat was taken in five minutes only assuming where were packages ... and for once for all i didn't make this post looking for confirmation how badly i was treated ...

I only post this thread to share with people who wanna purchase ejuice in the future be aware of similar situation nothing more nothing less ... Just to be aware of returning policy and shipment insurance ... is that simple i dont know how to put it

 

[vaperature]

What country does the OP live in anyway?

 

[zaroba]

What country does the OP live in anyway?

Macedonia

 

[Glockmk]

does it matter ... somehow zaroba figured out i don't know how ... but i live in Macedonia

 

[Fishee]

What country does the OP live in anyway?

Perhaps
Kazakhstan?

 

[zaroba]

does it matter ... somehow zaroba figured out i don't know how ... but i live in Macedonia

lol, wasn't hard. All I did was look at your profile.
Location: Skopje

 

[Fishee]

does it matter ... somehow zaroba figured out i don't know how ... but i live in Macedonia

I think you're cool bro
And I truly enjoy your accent!

 

[5150sick]

I want to know 1 thing first @Glockmk how come you do not buy eliquid from your own country?

Once you answer that then we will proceed.

 

[vaperature]

MBV should have just refused the order. What were they thinking?

 

[Glockmk]

Simple i follow and read review's on various sites and trying to taste different e juice .. Think that's legal ... I don't want to mention suppliers and sites only for legal notice and commercial side

 

[5150sick]

So I guess you are right.

Anyone on VU from Skopje should NOT buy eliquid from Mount Baker Vapor!

They shouldn't buy snowboards from mtbaker.com either.
I guess

 

[5150sick]

@Glockmk are there places that sell eliquid in your country?

 

[VapedCrusader]

I was going to say something, but then I realized that everyone else had pretty much summed up my opinion on this thread lol..

So thanks to everyone for summing up the obvious on who's to blame so I didn't need to

 

[Glockmk]

i didn't put whole address from legal point and we all know on what site i was meaning ... and yes plenty but no one from USA or International suppliers ...

 

[lordmage]

to answer op question to quote from the vendors site " You may not return e-juice, liquid products, opened cartridges, powders, crystals, or DIY ingredients for hygienic reasons and therefore it is NON REFUNDABLE." http://www.mtbakervapor.com/shipping-returns/ and If you have an issue with a liquid product please email us first, do not fill out a return request as it will be rejected. We do not return juice however if there is an issue with the juice please email us first as we would like to take care of the issue.

so the site has it listed that juice is a final sale and no refunds are given. the vendor tried to send your order. shipping insurance as far as i am aware only covers damages to a received item within the borders of the United states and lost items with a proper claim. to file said claim you would need to file it with the carrier not the shipper.

Edit: for corrections

 

[Glockmk]

also quote "All our USPS priority and express mail packages include $100 insurance. Also whenever there is an issue with receiving your mail from us we are happy to help you, just contact [email protected] or call or live chat 7 days a week from 8am to 11pm PST."

 

[kelli]

It's going to get worse and worse. I predict soon that shipping nicotine through the mail is going to be completely banned. When that happens everyone who sells online is going to be screwed.

oh please don't say that. how awful.

 

[lordmage]

thread title Changed to reflect the experience.

 

[vaperature]

oh please don't say that. how awful.

I don't wish it on anyone. But people should be prepared because it's a definite possibility.

 

[lordmage]

also quote "All our USPS priority and express mail packages include $100 insurance. Also whenever there is an issue with receiving your mail from us we are happy to help you, just contact [email protected] or call or live chat 7 days a week from 8am to 11pm PST."

i see it has a reply to a canadian customer in the comments of there site not a direct quote from the vendor there is no way of knowing who the person was and could have gotten his facts wrong.
to further quote http://blog.mtbakervapor.com/shipping-faq/
International Shipping
At MtBakerVapor we ship packages world wide. Keep in mind we are unaware of your local laws and you, the customer, assumes all shipping risk. Once the package leaves our hands there is nothing we can do from that point. All international mail is shipped via USPS or FedEx. If you order any e-juice, your customs form will be labeled as e-juice. We will not stretch the truth or under declare values on any packages. We offer a variety of international shipping methods. Note: Customers are responsible for all customs and duty fees when importing products into their country.

 

[vaperature]

i see it has a reply to a canadian customer
to further quote http://blog.mtbakervapor.com/shipping-faq/
International Shipping
At MtBakerVapor we ship packages world wide. Keep in mind we are unaware of your local laws and you, the customer, assumes all shipping risk. Once the package leaves our hands there is nothing we can do from that point. All international mail is shipped via USPS or FedEx. If you order any e-juice, your customs form will be labeled as e-juice. We will not stretch the truth or under declare values on any packages. We offer a variety of international shipping methods. Note: Customers are responsible for all customs and duty fees when importing products into their country.

Whoomp thar it is.

 

[5150sick]

also quote "All our USPS priority and express mail packages include $100 insurance. Also whenever there is an issue with receiving your mail from us we are happy to help you, just contact [email protected] or call or live chat 7 days a week from 8am to 11pm PST."

Please do not let this experience stop you from enjoying the forum.

There are many places to check out along with tons on information and lots of great people to meet.

 

[Sully]

Please do not let this experience stop you from enjoying the forum.

There are many places to check out along with tons on information and lots of great people to meet.

I agree, don't let this thread stop you. @Glockmk Stick around and enjoy the forum! I look forward to your contributions! Not everyone needs to agree on everything...

 

[MD_Boater]

Insurance WILL NOT pay for a shipment held up in customs. It WILL pay for shipments lost or damaged by the US Postal Service. USPS insurance only covers your item up until the time that USPS hands it off to a foreign post office, or other foreign receiving agency. In your case, Macedonia Customs. Once the package reaches customs in a foreign country, or a post office in another country, the foreign customs agency and post office are responsible for delivering it. USPS insurance will not pay for a shipment lost by a foreign post office. The US has post offices on military bases and embassies in foreign countries and USPS insurance will cover those shipments from end to end. They do not, however; go through customs.