UKECigstore - experience with customer service?

[Jen]

Hi guys,

I bought a few juices and bits from ukecigstore.com a few weeks back including some clearomisers. They sent me everything but the clearos with no note to say when they would be sending them on. I emailed them on 30th Jan to ask - no response. I tweeted them on 1 Feb, they said they'd chase it up, no response. They tweeted again to see if I'd had a response on 6 Feb, I said no, and I tweeted them again on 8 Feb to say still no response. I then emailed them again via the website. Still no response. So they've had £12 of my money and not provided me with the goods or an ETA. Just wondering if anyone knows them or has any experience with them to say if I should be worried or not. Got to say, I'm not impressed so far.

[Deleted]

I think you are best phoning them in my experience

[Chrissie]

Hmmm, Romelee had a very similar experience with them -

www.e-cigarette-forum.com/forum/uk-forum/373243-ukecigstore-customer-service.html

[Jen]

Yeah, a couple of people on UKV saying they had no response to emails either. I'll phone em when I get a chance. Still think it's shabby service - I emailed them using their website form, too, so that should surely not end up in spam.

[Sandra (aka Chillax)]

Please let us know how you get on Jen.

[bomberharris]

Ive also had a prob with them not replying to emails about a product I bought from them, but after a phone call it was sorted. but it is so frustraiting when they don't reply via email and you have to go to the last resort and phone them, as its costing for the call. and its a call you shouldn't have to make.

[trish]

I had a problem with a faulty clearomiser, I had to email them 3 times over a period of about 3 weeks. They finally agreed to replace the faulty clearo and said they would put it in my next order!
Needless to say, there was no next order. Lol.

[lobeydosser]

Between this and another topic running at present, now would appear to be a good time to start making a list of Vendors that I should be wary of dealing with unless I read stuff in the future that contradicts what has been reported so far.

As others have said, it is great reading about Vendors that keep us informed of what is happening with our purchases, but any firm that has the majority of its customer base Online, has a duty to their customers to be on the ball with their emails.
If they are not, then they shouldn't be selling Online.

[Karma]

Feb 11, 2013 19:31:28 GMT lobeydosser said:

any firm that has the majority of its customer base Online, has a duty to their customers to be on the ball with their emails.
If they are not, then they shouldn't be selling Online.

I totally agree with this Lobey!

[Jen]

Thanks for all the feedback folks! I've never had a problem with them before, I bought my first kit from them and promptly tweeted them to say how impressed I was. Judging by their website, I imagine the delay is caused by the clearos being out of stock - I can understand this, I'd just like them to talk to me and keep me updated, or offer to refund. Being ignored doesn't really make me feel like a valued customer.

[Deleted]

Jen you could pm at1 and draw his attention to this thread... That is their vendor name on the forum

[daveyboy37]

Yeah I must admit I ordered my Riva Kit from UKecig.. I think Vape Escape where out of stock at the time after I had the Riva kit recommended.
I recall i ordered first thing in the morning and I paid for next day delivery(Newbie impatience )
It didn't turn up.. I rang up and got voicemail. To be fair they rang me back three times after that. Including the following day to check that it arrived. They gave me some free liquid and a postage refund(even though I hadn't asked for it.)
I have ordered more juice since and the admin side does seem lacking , but I couldn't fault the customer service.

[Jen]

Thanks guys - Ash, that account hasn't been online since Jan 24 (I may see a pattern emerging here!), so I'll try and grab 10 mins to call them tomorrow. Fingers crossed!

[neilg]

I bought an innokin ucan from them it started to leak after a few weeks. I've e-mailed them twice no response

[griffon10]

i've had about 4 deliveries of juice and clearomisers from them.  so far pretty quick deliveries and everything ok.
maybe i've been lucky