UKECigstore - experience with customer service?

[-V-]

I went through the same thing with them.
Took ages to get my problem sorted.
They never answered e mails, i had to do many things to finally get everything sorted, let's just say they don't like it when you post long FaceBook posts saying about your problem, they delete and get in touch right away.

In all fairness they did sort out my problem finally, but I had to keep on and on to get it sorted, so this put me off from ordering from them again and even recommending them to fellow vapers.

[ginge7289]

I had some long in depth PM's with this vendor trying to explain the situation from a customers point of view, I honestly believed things would change

I am glad other vendors are starting to stock the items they sell (and cheaper) so there are now options for some of the exclusive items they sell.

It is a shame igottheremedy could not get their act together and sort this issue so my stance with this company remains the same, I will not order from them.

[Blownupdolly]

This is all extremely embarrassing as they sponsor the LSE meets!! These problems can't be due to lack of staff as there's always plenty of them selling stuff at the meets. I have to admit I never buy anything as they p*ssed me off a long long time ago with similar issues to what is happening now.
If anyone with problems can get to a meet maybe they could get it sorted face to face or go to their shops. No good for thoe living too far away though.

[Chrissie]

As igottheremedy ignored me tagging him last night & logged out without replying to this thread, I & the other staff members are in agreement that due to the many complaints, not only here but on other forums & facebook, they are no longer worthy of having Vendor status.

So, until all these issues are resolved, I'm revoking their vendor status, removing them from the vendors list & moving their threads from the vendors board to "Dog Ends" in Archive. I'm not going to ban them from the forum as doing so would close another way for you all to communicate with them.

[Jen]

Oct 10, 2013 8:27:07 GMT Blownupdolly said:

This is all extremely embarrassing as they sponsor the LSE meets!! These problems can't be due to lack of staff as there's always plenty of them selling stuff at the meets. I have to admit I never buy anything as they p*ssed me off a long long time ago with similar issues to what is happening now.
If anyone with problems can get to a meet maybe they could get it sorted face to face or go to their shops. No good for thoe living too far away though.

How do they sponsor them? Do they pay for the venue or something?

You should not have to physically go and see a vendor who sells online to get something sorted. They should be diligent about reading and responding to electronic communications. I started this thread in February, problems are still occurring, and it's still about customer service. If I couldn't correct a fundamental flaw in my business in 7 months, I'd be out of business very quickly.

I've bought one thing from them since, after trying valiantly but failing to find it elsewhere. I won't be buying from them again, no matter what. This shows a basic lack of respect for their customers, I feel, and general incompetence. Why should I give them my money when there are so many other, absolutely brilliant vendors out there who try so hard to earn your trust and loyalty?

[Blownupdolly]

Oct 10, 2013 8:51:44 GMT Jen said:

Oct 10, 2013 8:27:07 GMT Blownupdolly said:

This is all extremely embarrassing as they sponsor the LSE meets!! These problems can't be due to lack of staff as there's always plenty of them selling stuff at the meets. I have to admit I never buy anything as they p*ssed me off a long long time ago with similar issues to what is happening now.
If anyone with problems can get to a meet maybe they could get it sorted face to face or go to their shops. No good for thoe living too far away though.

How do they sponsor them? Do they pay for the venue or something?

You should not have to physically go and see a vendor who sells online to get something sorted. They should be diligent about reading and responding to electronic communications. I started this thread in February, problems are still occurring, and it's still about customer service. If I couldn't correct a fundamental flaw in my business in 7 months, I'd be out of business very quickly.

I've bought one thing from them since, after trying valiantly but failing to find it elsewhere. I won't be buying from them again, no matter what. This shows a basic lack of respect for their customers, I feel, and general incompetence. Why should I give them my money when there are so many other, absolutely brilliant vendors out there who try so hard to earn your trust and loyalty?

I totally agree with you jen. I have a couple of vendors I stick with religiously and the reason for it? GREAT customer service! That is all I ask for. The pleasure of knowing no matter what happens they will be there to help me.

They sponsor the LSE by giving prizes for the raffle we have. Admittedly they do give some nice prizes, but I never win lol

[Chrissie]

Blownupdolly I have been in touch with alanfinal via PM about the issues & he will be removing the links to them on the LSE meet thread.

[rodders]

At last now the owner of the stainless steel provari fantastic, more than can be said about their customer service.
Buy with caution!! 

[Brambles]

robfromessex Lost track of where we are, have you received your order yet and all is to your satisfaction? Think last you said was it has been send out on the 8th.

[Blownupdolly]

Oct 10, 2013 9:18:58 GMT Chrissie said:

Blownupdolly I have been in touch with alanfinal via PM about the issues & he will be removing the links to them on the LSE meet thread.

Oh, ok Chrissie. I don't really care either way whether they attend our meets, I just think all this makes me feel a bit awkward with them.

[blakey]

One can only speak from experience, personally I have had no problem getting a reply from uk-ecig either from a PM or an e-mail, their replies were always concise and fully answered my questions. Anything I've ordered has turned up promptly and mistake free.

When contacting vendors I generally expect a reply within two days, they're busy people and answering masses of e-mails takes time so I won't bat an eyelid for 48hrs, I have yet to be let down by ukecigstore.

I've waited a whole lot longer for replies from other more highly regarded vendors!

Sorry to hear people have been having troubles, I hope they are soon resolved.

[igottheremedy]

As many of you know we have had technical issues with our emails/website, this has resulted in our customer services team being backlogged and in turn some customers were not happy with our level of customer service, which is why we have hired extra staff to respond to emails and telephone calls faster. To customers who have had communication problems with us regarding their orders this is mainly due to the email/website problems we had on the weekend.

For all those that have been negatively affected by our customer service, I sincerely apologise. We will work extra hard to change your opinions of us. We are very passionate about the products we have and always strive to have the best products for our customers. We are growing all the time and the comments in this thread should not detract from the fact that the vast majority of our customers are very satisfied with our services.

UKeCig Store

[barrynorton]

You caught this, on the ECF thread?

so I received my AIO PCC in the end [...] unfortunately the additional black cartomizers (to match my AIO PCC) and additional eliquid were missing from the envelope. I have contacted ukecigstore and they are looking into it

[igottheremedy]

Hello Barry

If they have contacted us via email they will be responded to and the missing items will be shipped out to them along with a freebie for the inconvenience caused.

[ginge7289]

Oct 10, 2013 18:11:26 GMT igottheremedy said:

To customers who have had communication problems with us regarding their orders this is mainly due to the email/website problems we had on the weekend.

For all those that have been negatively affected by our customer service, I sincerely apologise. We will work extra hard to change your opinions of us. We are very passionate about the products we have and always strive to have the best products for our customers.

We had this same conversation only a few weeks ago, I appreciate you had website issues over the weekend but this stems way further back. If you had your customer service sorted in the first place then people would appreciate a technical hic up every now and again, instead you have lost vendor status on a forum and a lot of customers/potential customers. As I said previously you have the potential to sweep this market up, but your poor service and mis placed prices seem to hold you back. Good luck with your store and I wish you all the best.