Focalecig - 3 weeks no dispatch then unavailable

[VapingBad]

Foclecig since you (as a company, not personal) don't have a ticket system and have not replied to my email on this matter I find myself posting this here as an order (Q3420539524 4/3/15) I placed almost 3 weeks ago has not been shipped with no explanation.  I was expecting to receive it soon and was not happy when I went to look up the tracking number that it still has not shipped, so I went to the contact us page and there is no ticketing system so emailed as instructed and have not had a answer and the goods have not shipped.  I had checked during the previous weeks and the order detail pop-up window was always blank.  This is not the first time this has happened last year (Q27166285) you took about 4 weeks to ship an order with no explanation.

So I hope that:
1 you will ship the order by a faster carrier at your expense.
2 improve your system so these things are not a surprise to customers, EG email if you know it will miss the predicted ship date by more than a day or two.
3 improve your system to include a customer service ticket system, at least then we are not wondering if customer service just deleted the email.

All companies make mistakes and it is how they respond when things go wrong that is the difference between the good, the bad and the ugly.

[vinny41]

do you know there is a live chat option at the top of the website

[robby]

It is looking like there have been changes at Focal. Only Doris`s name appears now at the top of the page. She is the only customer contact on Wallbuys as well.

[VapingBad]

Mar 24, 2015 3:06:59 GMT vinny41 said:

do you know there is a live chat option at the top of the website

IIRC Skype only and HK time

[VapingBad]

They are a joke IMO, after 3 weeks I get this and only after complaining on a public forum

Thanks for reaching out and so sorry that have kept you waiting due to restock process .
The supplier just inform us that they have stopped production at present, would you like to change for other interested items ?
So sorry for the inconvenience this matter has caused to you and look forward to your early reply !

Best Regards,

Don't order and forget with Focal it seems that if you did forget and don't chase the may just do nothing, would they have kept them money if I had forgotten?

Chrissie I as you to take note of this re vendor status on here, I know one report is not enough, but as I said earlier they took 4 weeks to ship a previous order of an apparently in stock item.

[VapingBad]

Mar 24, 2015 11:09:33 GMT robby said:

It is looking like there have been changes at Focal. Only Doris`s name appears now at the top of the page. She is the only customer contact on Wallbuys as well.

I got that reply form Eleven, nothing from @dorris, though she doesn't mind PMing me to ask how to test if an Origin Genesis V2 works.

[Deleted]

I fell out with focal a while back. Customer service is shoddy. PayPal refunded me for item not received. Focal did not want to know

[VapingBad]

Cheers spikeyfridge, I have just put in a PP dispute and escalated it. Ordered 3 from GearBest with "Expedited Shipping" another $18 but I need my ADV quickly. Last time I deal with Focal.

[Deleted]

Mar 24, 2015 15:50:41 GMT VapingBad said:

Cheers spikeyfridge, I have just put in a PP dispute and escalated it. Ordered 3 from GearBest with "Expedited Shipping" another $18 but I need my ADV quickly. Last time I deal with Focal.

They will drag it out to the wire. They did with mine. I had no tracking, but they supplied one to PayPal which didn't work as I informed paypal. Found in my favour in the end. Haven't looked at the site or ordered from them since

[Chrissie]

Mar 24, 2015 14:51:16 GMT VapingBad said:

They are a joke IMO, after 3 weeks I get this and only after complaining on a public forum

Thanks for reaching out and so sorry that have kept you waiting due to restock process .
The supplier just inform us that they have stopped production at present, would you like to change for other interested items ?
So sorry for the inconvenience this matter has caused to you and look forward to your early reply !

Best Regards,

Don't order and forget with Focal it seems that if you did forget and don't chase the may just do nothing, would they have kept them money if I had forgotten?

Chrissie I as you to take note of this re vendor status on here, I know one report is not enough, but as I said earlier they took 4 weeks to ship a previous order of an apparently in stock item.

VapingBad was that reply from them via Pm or email?

Foclecig logged in after this thread was started & you tagged her in the opening post - shame she couldn't reply to this thread

[VapingBad]

Mar 24, 2015 17:04:55 GMT Chrissie said:

Mar 24, 2015 14:51:16 GMT VapingBad said:

They are a joke IMO, after 3 weeks I get this and only after complaining on a public forum

Don't order and forget with Focal it seems that if you did forget and don't chase the may just do nothing, would they have kept them money if I had forgotten?

Chrissie I as you to take note of this re vendor status on here, I know one report is not enough, but as I said earlier they took 4 weeks to ship a previous order of an apparently in stock item.

VapingBad was that reply from them via Pm or email?

Foclecig logged in after this thread was started & you tagged her in the opening post - shame she couldn't reply to this thread

I had to lodge the complaint by email over the weekend and got the reply via email sent HK time Tue, 24 Mar 2015 14:54:24 +0800 (after I started this thread) they say the email support is 1 working day, I was impatient raising this on the second working day, so not the worst response time there.  It is the order being left in limbo for 3 weeks and until I chased them that upset me.  I know one person complaining will not lose them their status, but I tagged you so you can keep an eye on them and hopefully complaining publicly will make them improve.

Foclecig seems to be ignoring this, shame when she PMed me to ask me how to QA test an atty I ordered after I asked for an ETA and I did my best to help so feel I don't deserve to be ignored.

[VapingBad]

Mar 24, 2015 15:55:22 GMT spikeyfridge said:

Mar 24, 2015 15:50:41 GMT VapingBad said:

Cheers spikeyfridge, I have just put in a PP dispute and escalated it. Ordered 3 from GearBest with "Expedited Shipping" another $18 but I need my ADV quickly. Last time I deal with Focal.

They will drag it out to the wire. They did with mine. I had no tracking, but they supplied one to PayPal which didn't work as I informed paypal. Found in my favour in the end. Haven't looked at the site or ordered from them since

No wonder you stay away from them, hopefully I will get a quick resolution as they have emailed me stating that they can not supply one.

[Chrissie]

Mar 24, 2015 18:34:48 GMT VapingBad said:

Mar 24, 2015 17:04:55 GMT Chrissie said:

VapingBad was that reply from them via Pm or email?

Foclecig logged in after this thread was started & you tagged her in the opening post - shame she couldn't reply to this thread

I had to lodge the complaint by email over the weekend and got the reply via email sent HK time Tue, 24 Mar 2015 14:54:24 +0800 (after I started this thread) they say the email support is 1 working day, I was impatient raising this on the second working day, so not the worst response time there.  It is the order being left in limbo for 3 weeks and until I chased them that upset me.  I know one person complaining will not lose them their status, but I tagged you so you can keep an eye on them and hopefully complaining publicly will make them improve.

Foclecig seems to be ignoring this, shame when she PMed me to ask me how to QA test an atty I ordered after I asked for an ETA and I did my best to help so feel I don't deserve to be ignored.

And I am indeed going to be keeping an eye on them.

VapingBad as this is a review of a vendor, I'm going to move this thread to the vendor reviews board. I think more folks will check that board before buying from a vendor If you think it would help to highlight your issues by changing the title of the thread, please feel free to do so.

[VapingBad]

I note that they are still offering these for sale link with "Required 2-7 business days for processing" which is the standard on their site.

[sydsut]

I hope this is only a temporary changeover/hassle/cock up at Focalecig as I've had nothing but good service from them, and always prompt replies from Foclecig for any enquiries I've made.