"This is a personal review of a vendor/retailer that I have conducted a business transaction with. The following information reflects a true representation of the transaction between myself and the company identified. The opinions expressed, represent my own and not those of this website, planetofthevapes.co.uk. By posting this review I agree to abide by the terms and conditions set out by the Planet of the Vapes website."
I'm not going to name and shame this vendor in this negative review because this way I get to be a bit more brutal in my comments. I will, however, gladly talk about them in person to any and everyone. That's how customer goodwill works (ref: Mawsley's Rules of Business 2014).
The total order was for three bottles of juice and two 26650 MNKE batteries, it (along with the next day delivery cost) came to £50.
I opened the envelope last week to find three glass bottles, loose, free to move. My reaction was to exclaim in a McEnroe way: "You can't be fucking serious!"
I stuck the batteries on charge and went back to the bottles. One had no shrink-wrap seal and was over-full, one had a tight shrink wrap seal while the third had been opened and the shrink wrap had been stretched as the cap had clearly been removed prior to me getting it.
At this point I am beyond incredulous. So far beyond that I needed to place the juice to the side and take some days to calm down before reacting. This is a fucking £50 order, the first from a new customer. Any self-respecting vendor would have ensured it
a) went out packaged properly
b) went out on time (as no deadline for postage is displayed during the ordering process), and
c) didn't contain amalgamated leftovers from Vapefest
I sent the vendor a PM. At the same time I received an email asking for my feedback for the order, I repeated my concerns. I pointed out that I was not seeking a refund, this was simply a matter of me telling them about what I saw as woeful service.
36 hours later - nothing.
And so I filled in a Paypal claim to effect a response. Amazingly, having funds frozen pending a claim spurred the gentleman into replying almost instantaneously.
The first reply didn't go down well at all. No apology, just blame shifting and excuses. I gave the chap a second punt at trying to be decent. Nope, hint not taken and just a begrudging offer to refund the two bottles if I posted them back. I wondered to myself what reaction I would get if I posted them back in the same manner they had been packed originally - and what the reaction would be if they were broken on arrival.
Apparently, according to the vendor, it's my fault for not reading the 'posting' Terms & Conditions prior to ordering and the previously opened bottles are just my assumption. No apology, no contrition, no clue about how to treat a disaffected customer.
I love that this community has so many outstanding vendors who are vapers first and business people second. I adore the fact that behind the online brands are a host of people who care about delivering the level of service that they would expect themselves as customers - so many that it would be impossible to list them all off.
Sure, I have been offered to be refunded for two bottles if I package them and post them back - but not the next day charge. With this not being about money, the bottles have gone in the bin on principle...along with any reputation the vendor had in this house.
The one juice I've used is excellent, I love it. I'd have happily added it on to the list of regular purchases (I'll never know about the other two). There are plenty of other people selling equipment and juice; if the vendor is earning so much money that he doesn't have to care for attention to detail, customer service and the use of the word 'sorry' then I guess he won't miss me.
To hide behind your T&Cs is pathetic, it is an ignorant and insulting way to treat people. To package orders so unprofessionally is symptomatic of a money-driven arsehole with no regards for the people they are serving. To try to blame the customer is rank fucking stupidity.
Apologising would have shut me up. Sending out a replacement juice would have probably won me over - insulting me by not giving a fuck all but guarantees I am going to slag off the company and the man to every person I meet.
What a retarded way to run a business.
"Mawsley's Rules of Business 2014" is available to purchase for £19.99 - for shipping instructions please consult my terms and conditions.
