UKECigstore - experience with customer service?

[robfromessex]

Oct 10, 2013 15:33:13 GMT Brambles said:

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.

I received my package on the 9th but the 30ml e-liquid was missing  I pmed igottheremedy the same day, the 9th and he sent out the 30ml and 5 Aqwa aclear wicks to make up for the ''special next day delivery'' that didn't happen.... they arrived on the 10th.

Once I got in communication with them it was ok but it has still put me off for the future if I'm honest.

[Blownupdolly]

Oct 10, 2013 22:12:02 GMT ginge7289 said:

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.

I think the problem is a severe lack of emotional intelligence (Google it if you don't know what it is) between staff members. They fail to recognise or understand how their actions (or lack of) makes their customers feel when doing business with them. Until it is learnt and taken on board, noththing will change. The reason nothing will change is because their mindset remains the same as it's always been and they don't learn from their past mistakes.

The same excuses and apologies are repeated over and over again, but the underlying issues within the company are never resolved. My own issues with them was nearly a year ago and yet, here we are, still seeing the same problems with communication after all this time. All it tells current, past and future customers,is that you will always get what you have always got from them because they don't know how to behave differently.

The people I feel sorry for are those who don't use the forums and feel ripped off by them if they don't communicate with them. We are lucky that we have recourse on the forums and a place to air our views and connect with others suffering the problems together.

[chrisjw]

I think the only solution to this problem, is to totally re-vamp their customer service/liason department..........Fresh blood is required & someone to take charge/oversee it......This is an important part of the business & without it, things cannot improve & it will have a knock on effect......It's all well & good having a business that includes friends & family ( if I am right in assuming), but it needs someone from outside to tackle this, in my opinion.....Apart from existing customers with gripes, members on this forum & others will be reading these posts & avoiding placing orders.......The potential for a very successful business is there, but it needs serious overhauling to achieve it.......Having met most of the staff at our LSE meets, they come across as enthusiastic & committed, but this needs to be reflected where it matters......hopefully, they will get it sorted...

[hayes8024]

I have been trying to get an answer off this company for the last month about when they will hav the virgin vapor liquid back in stock an so far I've had nothing back off them apart from 1 message thru Facebook asking me what flavour I wanted I then replied and I've had nothing bak since it's shocking customer service but unfortunately they are the only ppl to buy it off so I will hav to buy off them til someone else stocks it get a grip ukecigstore

[ginge7289]

Oct 11, 2013 9:13:22 GMT hayes8024 said:

I have been trying to get an answer off this company for the last month about when they will hav the virgin vapor liquid back in stock an so far I've had nothing back off them apart from 1 message thru Facebook asking me what flavour I wanted I then replied and I've had nothing bak since it's shocking customer service but unfortunately they are the only ppl to buy it off so I will hav to buy off them til someone else stocks it get a grip ukecigstore

I was told it would be in stock in a week, that was over 5 weeks ago

Anyway, Misteliquid sell it, but I think they are in the same out of stock position

www.misteliquid.co.uk/e-liquid/virgin-vapor-organic

[barrynorton]

Does it really taste like virgins?

[chrisjw]

Hi hayes8024 & welcome to the forum........maybe you'd like to start a thread in the new members section & say hi to us all........we don't bite.......

[Jaguar7777]

I've never ordered from them, and after reading this thread I doubt I ever will.


When it comes to Customers, word of mouth is everything ....


Jag. (So far all the vendors I have tried have been first class.)

[hayes8024]

Ye they said that they will be bak in stock soon to me that was 3-4 weeks ago I also said to them an I better off ordering from them direct that was wen they replied to me sayin they be bak soon knowing for well they wouldn't hav it bak soon at least be honest wit ppl

[robfromessex]

Ordered some more Virgin vapor juices, my second order with this company as they are supposedly in stock again.

Well that's what I thought anyway lol, 

Says in stock on there website 



Payed for royal mail first class delivery





So was expecting it around the 29th

guess again xD

got this response

UK ECIG Store

Oct 28 (3 days ago)



to me

Hello Robin,



Thank you for your order.



We are currently out of stock with the Organic Black Cherry Marshmallow eliquid. We can dispatch your order for you when we have them in stock or we can offer an alternative. Please advise.



Regards

Megan

...........................

Wow n1!

So I instructed I'll take any flavour you've got.

Still no response on that 3 days later........

This company is a just a pain in the arse, why can't they introduce some kind of system where you can't buy a product if it isn't in stock, surely it can't be that hard!





Edit: I also forgot to say that when I try and log into my account on there website it says my email doesn't exist, I spoke to a m8 and he has the same issue dunno wtf that's about...

................

[robfromessex]

Juist rang them up even though I really shouldn't have to and apparently they do have it in stock, I asked for an email confirmation of the order being dispatched, not holding much hope though.

[charon]

robfromessex

sadly now you have found out why their "Vendor Status" was revoked on here..Stick with the approved vendors and you should be fine

[hayes8024]

Oct 31, 2013 12:27:40 GMT robfromessex said:

Ordered some more Virgin vapor juices, my second order with this company as they are supposedly in stock again.

Well that's what I thought anyway lol, 

Says in stock on there website 



Payed for royal mail first class delivery





So was expecting it around the 29th

guess again xD

got this response

UK ECIG Store

Oct 28 (3 days ago)



to me

Hello Robin,



Thank you for your order.



We are currently out of stock with the Organic Black Cherry Marshmallow eliquid. We can dispatch your order for you when we have them in stock or we can offer an alternative. Please advise.



Regards

Megan

...........................

Wow n1!

So I instructed I'll take any flavour you've got.

Still no response on that 3 days later........

This company is a just a pain in the arse, why can't they introduce some kind of system where you can't buy a product if it isn't in stock, surely it can't be that hard!





Edit: I also forgot to say that when I try and log into my account on there website it says my email doesn't exist, I spoke to a m8 and he has the same issue dunno wtf that's about...

................

I have the same issue with logging into my account aswell it's a shame coz they the only ppl who do virgin vapor and it's great stuff

[dragon]

There are some here pink-mule.com/rygevaesker-tilbehoer/rygevaesker-dampklar/Virgin-vapor-eliquid-kat

Not so many, they had more a while ago, and some of them are listed as free ... which think is a mistake

[ginge7289]

Im glad you have posted this, I nearly gave this vendor another chance today and was going to put an order in for kona velvet milkshake. Glad I never..................