They have my cash I have nothing and just sit and wait for them to receive it back, inspect it and decide if they are gonna send a new one. I believe a company should stand behind the product 100% if u sell it u honor it. I immediately contact element vape and send my pics and now have been issued a return shipping label and am currently waiting for inspection of unit. I proceed to open my new kit with enthusiasm only to find straight out of the box damage to the mod and screen is scratched and has some kind of gunk possibly under screen. The packaging was a wreck box scraped up. Recently I purchased the new Smok Alien Kit received it in horrible condition. I ordered from element vape a bunch of times with flawless execution and shipping. If the demands from Mysterykiddo are unreasonable, we cannot go any further. That is why we offered so many options to make it up for it. That being said, we are not mad or disappointed at Mysterykiddo because we completely understand his frustration. Especially for cases like this, we want to let the community know about both side of stories. We always try our best to ensure all customer's satisfaction. Then, we also offered Mysterkiddo that we will help him file for loss claim if the package does get lost. At this point, it is out of our control as we cannot control USPS's operation. Then we sent him the backend of the shipping system with the correct address with tracking code proved that the package has been delivered. The reason is that Mysterkiddo indicated that we shipped to the wrong address and he did not receive it. The case continued with multiple emails to different departments from Mysterkiddo. In this case, we refund the shipping cost, covered the shipping cost for Priority Mail and offered $10 store credit on top. If it is in fact our fault, we will go out of our way to fix it. As a company, we care for all of our customers and we only spoke the truth because customers deserve it. We still shipped and covered the cost of Priority Shipping for Mysterykiddo.Īfter this point, Mysterkiddo continued to tell us that we lied and he wanted us to compensate more to the cost. Since we do not offer overnight shipping, we issued the refund the shipping cost and offered $10 store credit due to the inconvenience that Mysterykiddo went through. After this request, we completely understand Mysterykiddo's frustration. We apologized and politely asked to see if he wants to change to different colors.Ĥ days later from the date that we emailed, which is on September 12th, Mysterykiddo replied back with the color and demanded us to ship it overnight. On September 13th, we notified Mysterykiddo that his item was defective so we do not want to send it out to him. After, we thanked Mysterkiddo for his cooperation and went on to process his order. Then Mysterykiddo sent us an email right away with his ID. We indicated that we sent out an "Age Confirmation" email yesterday (which is on September 12th). Then Mysterykiddo sent us an email the next following morning and asked about his order's status. On September 12th, we sent out an email to Mysterykiddo due to his failed scan for age verification and asked him to provide his Identification for proof that he is legal age of vaping. It is our job to ensure that you are well taken care when you shop with us.Īfter looking into your case closely, I was able to find out more details. We apologize for your experience with us.
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