E-Cigs Brand
Complaint 152348 Details

I first ordered from this company on their website. Kind of expensive and takes a while to receive but I liked the product, I liked the packaging and it actually help me quit analog cigarettes. Had a few small, what could be legitimate mistakes on their behalf (much like many others have said), but continued to order refill cartridges until something happened which prompted this very long string of emails to their customer service. To this day I've yet to receive a complete resolution. Below you'll find the exact email correspondences I've had with their varying customer service reps:


August 25 2012
From: Me

Hi Manual, George, Whomever is reading this email,

I cannot be more dissatisfied with your company. I just spent 15 minutes on the phone with one of your customer service representatives detailing such dissatisfaction. After I explained the situation, she said she would send me an RMA number so I could return my faulty product for a full refund, but I've yet to receive such an email. Now I'm just furious. Please allow me to share my frustration to you so that you can clearly see why I am warranted *at least* a full refund of my latest purchase.

Despite having a few small questionable issues when first receiving the starter kit, I was surprised at how much I liked the product. I then went on to order a 2 x medium strength refills which I was happy with. As I was running low on these cartridges I decided to order another 2 x low strength refills which I placed via your website on August 11, 2012 for a total of $79.99.

Problem #1
Being that I had been referred and hadn't yet utilized the referral code, I entered the number where indicated on the website and prior to submitting payment it adjusted the total to include the discount. Great. When I actually clicked submit I landed on the confirmation page to see that the referral discount hadn't actually been applied to my payment. I called customer service and they were nice enough to refund to my credit card the discount amount. I would have normally chalked this up to some random error but I later learned that the same thing happened to the person who referred me when she first ordered with a referral number from her friend. Not cool.

Problem #2
I had ordered the refills on 8/11/12. Received confirmation that they had been shipped on 8/15/12 and they were finally delivered to me on 8/18/12. The website says that they are shipped out fast. Does 7 days sound fast to you for a package that weights less that a pound? Where are these orders processed and where are they shipped from. I assume that it's an American company, but you wouldn't know it from calling your customer service department where it appears it's a call center somewhere in the Middle East. If you are an American company, great job in trying to keep jobs local.

Problem #3
I finally received my package of 2 x low strength refills (10 cartridges). NONE OF THEM WORKED! I'm frustrated being without Nicotine for a few days and I call customer support and send an email. This is on 8/18/12, the day they were received. The woman I talked to on the phone says that she will ship me a replacement package for free. Great.

Problem #4
I receive confirmation of the replacement package on 8/18/12. Confirmation of the package being shipped on 8/20/12 and the package finally arrives on 8/25/12. I've now waited an additional 7 days for my replacements. I open the package and notice that only 1 x low strength refills are included (5 cartridges). This is supposed to be a full replacement for the 10 initial cartridges I ordered that did not work (a $79.99 value). And guess what? NONE OF THEM WORKED!

In conclusion:
Trust me when I say that it must be the refills that don't work. I thought maybe it was the battery but when I plugged in an old medium cartridge that I used up, I still get puffs of smoke (although you I can taste that it's almost kicked). I called the customer service once again and told all this information to a woman who was very hard to understand. I tell her that I want a complete refund for the original product (a $79.99 value) for which I've technically now waited 14 days to receive (and who knows how much longer before I actually receive a working product). After some confusion on both of our parts she says that she will refund to my credit card an amount of $39.99 and has emailed me an RMA number so that I can send back the faulty cartridges to receive another $40.00 refund to make up for the full amount I originally spent. And like I stated at the beginning, I've yet to receive such an email.

With the issues that I've just stated how do you expect me to believe that your company intends to refund me at all? I know I can't be the only one having this kind of trouble with your company. But I'm willing to give you the benefit of the doubt assuming that you do fully refund me the $79.00 as quickly as possible. I'd still be very happy to send you back all of the 15 faulty refill cartridges I've received so please just send me an RMA number. It's really too bad that it turned out this way because I truly did like your product at first. I thought it tasted good and it actually did help me curb my analog smoking. If the problems that I've been having is just a fluke then please take what I've written and apply it to helping approve your business. If I continue to have any more issues from here on out please know that this letter will find its way to the internet in as many ways as possible. I do not want others to be bothered with the same frustrations that I have had. I am very saddened my experience and truly hope that it has just been a fluke and other customers have had much better luck than I have.

Sincerely,

Brian

P.S. Unfortunately to make matters more complicated I did finally receive an email back from a George at your customer service (in response to my original email from 8/18/12) who said he would send out a free new battery to replace my now possibly defective battery. Once I realized that the battery still worked with old cartridges I emailed him back to say that it must have been the refills that were faulty. I finally received an email back from someone named Manuel who said he was confirming that he was going to send a replacement of 1 x low strength refills (5 cartridges). Well at least I would now receive the full amount of what the replacement order should have been, but at this point I don't even want them nor am I confident that they will even work. You can see a copy of these email correspondences below.

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August 29, 2012
From: Them

Hello Brian,

Thank you for keeping in touch with us!

We are sorry for all the inconvenience caused, but at the moment we do
understand all of your concerns and issues, but we have made our best in
order to give the satisfaction that you deserve.

At this time just let us know if there is something else that we can do
for you because we will be glad to hear another feedback from you.

Michael C.

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August 30, 2012
From: Me

Hi Michael,

Thanks for the refund of $39.99 that was debited to my card on 8/28/12. I would still like to request that the rest of the amount ($40.00) be refunded as well because I still do not have any working product. I will be more than happy to return all of the 15 defected cartridges that were sent that I haven't been able to use, so please instruct me how I should go about doing that. I believe you need to assign me an RMA number? Look forward to receiving the rest of the refund promptly.

Thank you,

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August 30, 2012
From: Them

Hello Brian,

Thank you for contacting us.

Please accept our apology for our delayed response. We recently
experienced a technical error that resulted in delayed email delivery, and
regret that your email was one of those affected.

As I can see on my system, we have already successfully provided you with
an answer for your request. Please be kind to check your email address
inbox in order to find the details on the subject.

If you have any questions or concerns please feel free to give us a call
to our customer service phone number or contact our e-mail department.
Once again, thank you for contacting us.

Thank you,
Rodrigo O.
Brand Customer Care

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August 30, 2012
From: Me

Hi Rodrigo,

You are the fourth different person that's been in contact with me since I first contacted your company via email. Would it be possible to just continue talking to the same person who already knows my case? I feel like with all these different people I'm going to have to start repeating myself.

I'm afraid to be the one to tell you that your system is incorrect and you have NOT yet "successfully provided an answer" for my request. Please refer back to my last email, which I have copied below. If there are any doubts about what it is exactly my request is, it should be explained here:

Thanks for the refund of $39.99 that was debited to my card on 8/28/12. I would still like to request that the rest of the amount ($40.00) be refunded as well because I still do not have any working product. I will be more than happy to return all of the 15 defected cartridges that were sent that I haven't been able to use, so please instruct me how I should go about doing that. I believe you need to assign me an RMA number? Look forward to receiving the rest of the refund promptly.

The matter in which this is being taken care of is beyond the point of ridiculous.

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**At this point I don't expect to get anywhere near a respectful resolution with this company. Stay far, far away and warn as many people as you can!