UKECigstore - experience with customer service?

[Super-Shiny]

Imo this is the second thread on them and both are bad, I don't see any other vendors with two threads about the same thing that often if ever.

No excuse for not answering emails and bad service.

The website is very nice and easy to find things and very informative but the best website in the world cannot beat good customer service.

[ginge7289]

Sept 16, 2013 18:26:31 GMT Super-Shiny said:

Imo this is the second thread on them and both are bad, I don't see any other vendors with two threads about the same thing that often if ever.

No excuse for not answering emails and bad service.

The website is very nice and easy to find things and very informative but the best website in the world cannot beat good customer service.

I agree Super-Shiny

If they got there customer service sorted then I honestly think they could wipe the floor with pretty much the rest of the market, but now it is going to take some seriously good reviews for me even to consider using them again.

2 things I have noticed that a vaper wants, a very good price and they want the item yesterday. Its fairly simple to please us......

I don't know if their store has its doors open yet but that will only increase the lack of service for online shoppers.

And I still don't have a reply to any emails I have sent over the past 4 days.

[scaffman69]

All in all looking and reading this thread, a great looking site with crap customer service and satisfaction, not for me and many more i think after people read this thread.

[loobiebloo]

I've bought a few things from them and have had absolutely no problem; orders delivered promptly, intact and to spec so I haven't had to have any dealings with customer service.  I am currently waiting for batteries and a charger so now have my fingers crossed (and my toes!)

[Balllsy]

I speak as I find and if I was some of you guys I would be pretty miffed too, but so far most of the communication with UKEcig has been relatively prompt. I have PMed and received a reply on here and have also phoned the vendor and been satisfied with their customer service.

I must add the only reason I had to contact them was through my own error and they were kind enough to redeliver the item free of charge even though they were not at fault.

So possibly they are pulling out the stops to improve/maintain a good customer service in order to ensure customers return.

It's only when things go wrong (whether its their fault or customer error) that you find out how good or bad a vendor really is and I think in my case they have more than proven themselves.

[ginge7289]

I have emailed and phoned them Balllsy regarding a few things. The first two were about stock and preorder, I got no reply to my emails so phoned instead to be told they were in stock and when I went to purchase they were not, TBH the girl I spoke to sounded like she had no idea what I was talking about "Sorry what is a VTR?" "Kona Chocolate what" It was a fairly simple question to anyone dealing with this on a daily basis. The I was told they had sold the last one 2 minutes ago (this was for the VTR on preorder) my response was "really" to which she replied "yes sorry they will be back in next week"

Now the postage side of life, it makes it a little more annoying when you actually really want the item you have ordered. Anyway enough whinging from me, I really, really hope they get it right because I love their website and their stock but I would rather cut my nose of than spite my face and be stubborn about the whole thing due to bad service. Thats just me

[a1laserboy]

All bad news for me as I really want to pre order a Valkyrie from them. Maybe a blessing in disguise.

[igottheremedy]

Sept 16, 2013 15:34:50 GMT ginge7289 said:

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?

Hi, we usually reply to emails within 24 hours so you should receive an email very soon if you haven't already received one. 

We send our items via Royal Mail. Our bricks and mortar shops is being refurbished but you can have a look at all our products in our showroom and order them as well.

[jaysey]

Sept 16, 2013 19:52:11 GMT loobiebloo said:

I've bought a few things from them and have had absolutely no problem; orders delivered promptly, intact and to spec so I haven't had to have any dealings with customer service.  I am currently waiting for batteries and a charger so now have my fingers crossed (and my toes!)

Same here ! Used several times this month , good prices , good products and fast delivery ! Thumbs up from me !!

[bazzer]

Well after reading these posts I for one will never give them ANY of my business, maybe they should have a chat with Paradise Vape and Vape Escape for some customer service guidance

[skanska]

UK ECIG STORE:
Just thought I'd share my experience with the above ecig store.
At the beginning of September I bought a rsst from them and it arived a few days later when I opened it it was missing the centre post so I emailed them and told them about it and they replied and said they would send the missing parts out to me the following Monday this was Friday.
I waited a week and decided that because they hadn't bothered to send the missing parts I would send it back for a refund so I emailed them and advised them I was sending them the rsst back to them for a refund and could they email me a return label to send it back. They advised me that they didn't have a return label and if I sent it back recorded delivery and sent them a copy of the receipt they would refund the cost of the postage as well as the rsst back to me.
So I did that and waited a week or so and no refund so after a large amount of emails back and forth I decided to take action through PayPal claims I did this and and of course I won and they refunded the cost of the rsst to my PayPal account but no refund of the postage to return the item that cost me £4.10 to return it.
After many emails to and fro they have now said that they don't refund return postage we only credit the customer account for the postage even though I'm legally entitled to a cash refund . i advised them that they clearly stated that they said in emails they would refund the postage and never said once it was going to be a store credit. As I am now discussed in the customer service they provide the store credit is no use to me as I would rather stick pins in my eyes that buy anything from them again this is the 2nd experience with ther customer service I have had and both times they have failed badly.
SO BE WARNED... they might have some really nice stuff on there site which they have but if customer service fails there is no point because you may spend a a lot of money with them on one order and then need to sort a problem out and that's ware they fail.
THEY STILL HAVE MY £4.10 AND THEY CAN KEEP IT.
SO FOR MAKING ME GO THROUGH PAYPAL CLAIMS AND KEEPING MY £4.10
UK-ECIG-STORE LONDON ARE THE FIRST STORE TO GO ON MY ROGUE TRADERS BOARD.

Congratulations ukecig store. >

[chykensa]

With apologies to those who have received faultless service from this vendor, I agree with bazzer above - if you really want to make it in the e-commerce world, you have a steep learning curve to climb. I will NOT be placing an order with you when there are other vendors who will provide superlative customer service and almost instant feedback. Listen to your customers and learn.

[bazzer]

Oct 4, 2013 22:29:47 GMT chykensa said:

With apologies to those who have received faultless service from this vendor, I agree with bazzer above - if you really want to make it in the e-commerce world, you have a steep learning curve to climb. I will NOT be placing an order with you when there are other vendors who will provide superlative customer service and almost instant feedback. Listen to your customers and learn.

 I don't know if this Vendor frequents this forum, but if they do maybe they should read these posts and then punch themselves in the Christmas crackers and cry about how much business they have lost through p*** poor customer service.

[igottheremedy]

Hi

We do understand that sometimes there can be problems between customers and vendors but we do our very best to resolve this. Anyone who has any issues can PM me and I can look into their specific order personally.

[a1laserboy]

Oct 5, 2013 20:20:56 GMT igottheremedy said:

Hi

We do understand that sometimes there can be problems between customers and vendors but we do our very best to resolve this. Anyone who has any issues can PM me and I can look into their specific order personally.

I don't believe it should have to get so far that someone should find this thread, read it and have to send you a pm in order for things to be sorted out. Replying to mails in a timely and appropriate way would be a far better and the correct solution. 'Problems between customers and vendors' do not happen usually, usually a customer has a problem and the vendor tries to resolve it.

If there is a problem 'between them', then it starts to sound like the vendor has a problem with the fact that the customer is not satisfied.