Focalecig - 3 weeks no dispatch then unavailable

[Q]

I can only agree with sydsut the customer service from Foclecig has been exceptional and I have nothing but praise for them, every company has a blip, I hope that (unluckily) VapingBad has just been the unlucky one.

I AM surprised that Foclecig hasn't answered on here, she is normally very prompt

[VapingBad]

I have now got a refund from Focal so PayPal closed the claim, I wouldn't say I'm happy as I have to pay an extra $18 to get faster delivery elsewhere. Focal still have this item for sale on their site

[robby]

I think there must be something going on that we dont know about. Foclecig is now the only Skype contact on Focal and Wallbuys now. Not long ago, there were 4 or 5 Skype contacts.
She may be under extreme pressure.


Just sayin ........

[sydsut]

I've noticed on the site that I can't leave a review anymore as it just comes up with a blank form with a submit button.

[robby]

it is all a bit odd

[Q]

sydsut I believe that you cant leave a review if you haven't bought the item

[sydsut]

Mar 25, 2015 16:49:52 GMT Q said:

sydsut I believe that you cant leave a review if you haven't bought the item

It was for an item I received from them last week although now that I think about it I bought it with points so maybe that makes a difference.

[Q]

Shouldn't do

[Foclecig]

doris since you (as a company, not personal) don't have a ticket system and have not replied to my email on this matter I find myself posting this here as an order (Q3420539524 4/3/15) I placed almost 3 weeks ago has not been shipped with no explanation. I was expecting to receive it soon and was not happy when I went to look up the tracking number that it still has not shipped, so I went to the contact us page and there is no ticketing system so emailed as instructed and have not had a answer and the goods have not shipped. I had checked during the previous weeks and the order detail pop-up window was always blank. This is not the first time this has happened last year (Q27166285) you took about 4 weeks to ship an order with no explanation.

So I hope that:
1 you will ship the order by a faster carrier at your expense.
2 improve your system so these things are not a surprise to customers, EG email if you know it will miss the predicted ship date by more than a day or two.
3 improve your system to include a customer service ticket system, at least then we are not wondering if customer service just deleted the email.

All companies make mistakes and it is how they respond when things go wrong that is the difference between the good, the bad and the ugly.

Hello VapingBad,

I sincerely apologize that i didn't check this thread and give response in a timely manner.
This happened because one of our customer service was irresponsible for her handover to another new service. Could you please let me know the date you sent us email?
I've checked your order and will follow it up.
Your order would be shipped by a faster carrier at our expense.
I will spend more time on supervise our customer service as well as urging our IT staff to upgrade our email system.

Truly sorry for this happened, VapingBad, I would have spent 24hour/day to work if i know there is such a mess between you and focalecig service and such inconvenience/ unhappy experience for you/

[VapingBad]

Thanks Foclecig hope you are well, I am glad I don't have your job, but Focal have been rubbish here. Doris is trying to sort this with me by PM now, I have some faith in her, but not so much in the company and time will tell. At this time happier with promises, but time will tell.

[chykensa]

VapingBad- glad to hear that Foclecig is now back answering the thread, and working to resolve your problem with your order.
Let's hope that this is a glitch in their system and that things get back to normal with them very soon. I have not used them much, but like Q and the others have always received good prompt service.
Fingers crossed!

[VapingBad]

Thanks Foclecig I received the atty today and am happy with the way you have sorted this out and will tag Chrissie so she knows that Focal have sorted this out to my satisfaction.

[Foclecig]

Thank you for sharing it in public, VapingBad! ^^ Look forward to your onging support on Focalecig.