Not a good week

[Dr_Puff]

Shit appens.....

Famous words from a film

I doubt the vendor has booked his two week cruise and will shut shop for two weeks over a 30ml bottle of juice.

A simple mistake that happened and one that I'm sure they will be mortified over once you have advised them.

It'll get sorted - keep the faith

 

[alastairrigby]

chuck em an email and they'll probably sort out the issues for you

 

[johnmandy]

Well, good news everyone.... Thanks to those who replied.
It seems the vendors job sheet showed 2 items delivered, but the helpline operative agreed there could have been a mistake at their end.
I put to them that problems like this put the customer in an awkward position, but he accepted on the whole most customers were honest, and there was no data showing examples of dishonesty, (perhaps not the right word)...so a right royal result.

Sent from my XT1032 using Planet of the Vapes mobile app

 

[DarkStar]

Well, good news everyone.... Thanks to those who replied.
It seems the vendors job sheet showed 2 items delivered, but the helpline operative agreed there could have been a mistake at their end.
I put to them that problems like this put the customer in an awkward position, but he accepted on the whole most customers were honest, and there was no data showing examples of dishonesty, (perhaps not the right word)...so a right royal result.

Sent from my XT1032 using Planet of the Vapes mobile app

This sort of situation does occur sometimes unfortunately, even for those of us who try to work on the processes daily to minimise the chance of a mistake. Of the 1500 or so orders we've had since we started about 5 customers have come back to us to tell us something was incorrect or missing and a further two never received their parcels, so if you're dealing with a professional vendor the chances of it happening are pretty slim.

As a vendor, when the rate of these situations occurring is so low, I'll always work on the assumption that the claim is honest. If anyone has tried it on with us I can safely say that the percentages of customers who do that is less than 1% (for our business at least) which means that putting these issues right costs very little and suspicion or non-compliance with customer requests would just be bad for business. If I had to send replacement packages to 5 'chancers' in order to be sure that 1 genuine issue gets put right I'd still do it because the dissatisfaction of the genuine customer could easily outweigh the cost of accepting the others at face value.

If you're dealing with a quality vendor who doesn't have these issues often then it would be very odd for them to suggest that you are being dishonest and they will in all likelihood put it right for you. The only thing I do in these situations is make a note of what happened to that specific customer and then check future claims against this list to see if a pattern is emerging. Not so much to 'catch people out', but more to be able to identify any underlying issues as to why this person is getting the wrong stuff.

I'm glad it seems that they'll willingly sort it out for you anyway, and I hope what I've said helps in some way.


Rob - DarkStar Vapour

 

[johnmandy]

Yes it does Rob, but for me the customer, this episode made me very uncomfortable.. The phone call i made was very off putting for me personally, and I hate being left it that position.
With regards my original complaint, the vendor dealt with it with the utmost profession, in fact the missing juice arrived this morning, actually faster than the original order.
Talking about histories of customers, well although I mostly buy from this vendor, it's usually purchase through their network of shops, I was really forced into using the website...due to lack of 30 ml bottles.

Sent from my XT1032 using Planet of the Vapes mobile app