UKECigstore - experience with customer service?

[smoker1956]

I have been smoking e-cig's for quiet some time and have been trying different flavors from lots of different vendors. A couple of weeks ago I ordered a few difference e-juices from ukecigstore.com to try them.
Given the price point I was expecting them to be pretty tasty (as they are not cheap).

In my opinion I found them to taste strange and quiet chemically... Am disappointed with the e-juice and chucked it in the bin as it made the smoking experience very un-enjoyable.

Would be interesting to know if they get their e-juice from a proper manufacturer or if they mix together their own stuff (kind of tasted that way)

On short: NOT FOR ME

EDIT BY CHRISSIE - Disregard this member as it's their only post & they have never logged back in since posting it.

[Perpetua]

I'm thinking this thread is probably best on the Vendor Review Board now, nothing against your post smoker1956 . . . I haven't tried any of the eliquid from this Vendor, but if they've been freshly mixed then they may have benefited from a couple of weeks steeping. It may or may not have improved them.

A lot of eliquid when it's freshly made can and does taste a bit funky.

[igottheremedy]

Hi smoker1956

I am sorry that you have had a bad experience. I can assure you that we get our eLiquid from reputable manufacturers. Please PM me with your Order ID and details and I will check your order and see if there is anything we can do to resolve your issue.

Also as Perpetua said, some eLiquids need to be steeped for a few days, especially organic flavours.

I look forward to your PM

[richo71]

Hi all, im having problems with them too i called regarding my problem after an out of stock mail landed in my inbox and the girl (Devika) said she would call back and she has not and now i have had a despatch email for what i beleive to be a different colour to what i ordered, if i dont get the call back or i get this other colour in the post i wont be happy as i have tried to contact on a number of occassions since this despatch mail

[richo71]

I need to add further problems from my previous, i order, i get told more than 24 hours later not in stock, i send emails, phone up, speak to them, they promise to despatch, weekend goes by, today 16:45 phone call, still not despatched saying they were waiting on an email decision from me that i sent out friday, so told them to cancel it all and i shall want a paypal refund.
All in all totally inept, right hand does not know what the left is doing, web store obviously is 24 hours behind on stock levels, i dont think i will be shopping there again. I only wanted a davide glassomizer surely it cant be that difficult

[igottheremedy]

Hi richo71

Can you PM me with your order ID please and I will get this sorted for you.

[Greigster]

I have said this before and I will say it again, If you were as quick acting upon peoples Emails as you are coming on here, you would not have the poor feedback from customers that you are getting both here and on UKV.
I wonder what happens to those customer complaints from people who are not able to post due to not being members of a Forum.

Ukecigstore should be answering customers concerns by replying to customers rather than ignoring them. I used to shop with you but after reading several complaints regarding your very poor customer service, I would not even bother to look at your site.
Over the last 10 months or so, you have given excuses from "having a bigger premises constructed", "training new staff" and "a faulty email system"

The better vendors, of which there are many, deal with customer problems as a matter of urgency, whereas you give me the impression that customer problems are a bit of a thorn in your side and if you ignore them, they may go away.

How can you justify not answering Emails and not even answering the phone? Very poor support!

[richo71]

Aug 12, 2013 19:44:20 GMT igottheremedy said:

Hi richo71

Can you PM me with your order ID please and I will get this sorted for you.

Follow up from this post, had an email from a guy called Habeeb    to say that they had refunded me the full amount i paid and he stated that they would send me the davide glassomizer free as a goodwill gesture, i will post again to see if this is true or not (i did get the refund though) i know that things go wrong from time to time but there seems to be a lot of people not getting the customer service expected first time round, just seems a bit strange as they are one of the larger vendors on the web 

[ginge7289]

igottheremedy I didn't realise you were on here as a vendor, you have the potential to knock the socks off this market with a great website and from my opinion awesome products (half of which are not in stock) But your customer service is terrible, I emailed and phoned you a few weeks ago reference a VTR, first phone call said you had them in stock ready for dispatch, I phoned back 15 mins later to purchase one and was told they were now out of stock. They were on preorder so I guess you never had stock at all? I have asked via email when it will be ready for dispatch if I preorder it and have no reply.

I have just purchased a scar dripper from you, hoping it would be a one day turn around (I ordered another item from a different company the same day which arrived next day) but it is not. I know RM could be at fault but I did not get a dispatched email till 1830 at night. So I suspect you missed the post run.

Anyway after all my whinging I echo the same as others, sort your customer service and you will have me as a customer all day every day.

[igottheremedy]

Hello ginge7289

Thanks for your comments, your feedback is appreciated.

With regards to the VTR, we do not have it stock, it is only available on pre-order with stock due in approximately two weeks time. I do not know why you were told that the VTR was in stock, I apologise for this misinformation.

As for the Scar Dripper, if you ordered this before 12pm, it would have been shipped the same day (excluding weekends) otherwise the item gets shipped the next working day. We usually send dispatch emails after 5pm as soon as packages have been collected by Royal Mail. Therefore, if you received an email at 630pm your package would have been dispatched that day. Standard 1st Class delivery usually arrives the next day but it can take up to 3 working days in some instances.

We are continually working on improving our customer services but there are some instances where mistakes happen. Can you please PM me your details so I can see exactly what happened with your communications.

Thanks

Habeeb

[ginge7289]

Sept 16, 2013 15:13:34 GMT igottheremedy said:

Hello ginge7289

Thanks for your comments, your feedback is appreciated.

With regards to the VTR, we do not have it stock, it is only available on pre-order with stock due in approximately two weeks time. I do not know why you were told that the VTR was in stock, I apologise for this misinformation.

As for the Scar Dripper, if you ordered this before 12pm, it would have been shipped the same day (excluding weekends) otherwise the item gets shipped the next working day. We usually send dispatch emails after 5pm as soon as packages have been collected by Royal Mail. Therefore, if you received an email at 630pm your package would have been dispatched that day. Standard 1st Class delivery usually arrives the next day but it can take up to 3 working days in some instances.

We are continually working on improving our customer services but there are some instances where mistakes happen. Can you please PM me your details so I can see exactly what happened with your communications.

Thanks

Habeeb

I emailed you again today, asking what service you used to send this item as it is still not here. Ill let you go through your emails to find out which one it is, that way you may reply to at least some you have stacked in your inbox. If you took that generic response off it may also remind you to reply to your emails. Is the bricks and mortar store open yet?

[angat]

Googled "UKECIGSTORE" with "Poor Customer Service" and found this thread. It seems I'm not the only person who thinks that. I'm reluctant to blame the whole company when it's probably just the inexperience of the customer service reps. I have spoken to Devika and Lauren so far, it's either they are inexperienced or really not bothered or they just want to get through the day with the least amount of work is the impression I get.

I ordered 2 products on Wednesday. One came through fine.

The other I immediately cancelled with an email to their support mailbox. I had an email back from Devika saying the order had been cancelled. No pre-emptive information about a refund, just a generic insincere "Please let me know if there is anything else which we can help you with. " message at the bottom.

I replied the next day around 12pm asking when I will be refunded. Received an email reply 6 hours later to say it will be done within 24hours. This was on a Thursday evening. No refund on Friday. Sent another email "Any update on this?" No reply.

Called Monday around midday, spoke to Devika who said it should have been done already. She checked my account and asked for my telephone number while she investigated. I waited 5 hours for a phone call and then decided to ring back. Spoke to Devika again, who assured me it will be done by the end of the day. Not sure exactly when the end of the day is, but why couldn't it be done now. I didn't ask, but I did ask if she can confirm what she told me over the phone in an email. She said yes no problem. Waited 35 minutes for an email. It's 5:20pm , they shut at 6pm. So far no email, no refund.

I called again, was going to speak to a manager/site owner but I got through to someone different. Okay maybe this person can help. I spoke to Lauren who said a refund will be due by the end of the day. When I asked her for an email confirmation of what has been discussed over the phone. She didn't want to give me one. Then said said Devika will send me one. No email arrived. No refund. No update.

On a small side note. I know the order has been cancelled cause I haven't received it and Devika has confirmed this. But how come when I log into my account it says "shipped" next to my order.

On a postive note, Habeeb seems to be sorting people's issues out which is a plus point.

Products themselves are okay. I haven't been vaping long enough to know about prices. I will say they lack a VG only selection of eLiquid. I seem not to be able to handle PG or a PG mix. Shame really as I do like their Tropic Thunder. I recommend you try it out but I also recommend you be very careful ordering big purchases from them till they get their act together.

I just remembered on my first order with them, they were meant to send out an extra clearomizer as part of the kit. The extra one they sent didnt fit the vaping device (iTaste VV). I remember emailing back thinking I might get a replacement or even an apology, got no reply. I left it as it wasn't a huge deal.

UPDATE: Received refund today at 7pm. I guess that's "the end of the day". All in all refund didn't take that long, just communication from support was poor. I hope it improves as I like this vendor.

[Deleted]

I recently bought a Vision Aurora BFT from this vendor and I have to admit I received fast delivery. One of the included atties was found to be faulty so I emailed customer services. It took a day or two but a nice lady emailed me back, apologised and said a replacement was being sent. A few days later a package arrived with the complete accessory kit .. 3 atties, atty cover tube and a drip tip! That's what I call great customer service.

[Greigster]

That`s great news FFS, perhaps they are finally getting the message, time will tell.

[Deleted]

Sept 16, 2013 17:48:40 GMT Greigster said:

That`s great news FFS, perhaps they are finally getting the message, time will tell.

Just thought we should see all points of view   ...  mine was positive  ...  many are not .. ho hum!