Trade vape supplies

[Deleted]

I bought a coolfire off KOV yesterday.

The option of free 2nd class post was no longer there on checkout, the free option was for the raffle which I left ticked.

My order went through showing free postage.

This morning I've had an email saying my order is incomplete!

So I've emailed back giving my completed order number and told them if the postage is no longer free 2nd class I want a refund.

It's still showing as free 2nd class if you click on delivery option.

[Perpetua]

Oct 14, 2015 21:20:52 GMT jordan said:

The restocking fee in a returns policy is there to avoid people sending open boxed items back solely due to 'buyers remorse'. In an online only business the resale value of an open box item is significantly lower, even if the item in question is still brand new. If it was a brick and mortar store then obviously it can be sold for near enough full retail value as a 'display model' but unfortunately in the online game that's not a viable option

To my way of thinking whatever the legality of restocking fees, they are a means of circumventing and deterring the use of online consumers statutory rights . . . . the ' cooling off ' period has now been extended to 14 days, which is for a reason - to give additional protection as a change of mind can and does happen. It should and was intended to be without penalty.

I've been in B&M retail for 42 years now, fortunately for a most excellent company and 20 years of that time running my own business - quite frankly you suck up such returns in order to give great customer service and keep your customer returning to purchase from you.

I see no difference between the two means of shopping, in how a returned purchase ought to be treated - by a company that cares about giving customer satisfaction.

[Deleted]

I had a reply off KOV

They asked me to pay £3.99 postage.

I told them no as they still have 2nd class free postage showing on their web site, and I 'd like a refund for the cool fire.

But...The cool fire has been delivered this morning so I've emailed and told them I've got it, but I've told them again I'm not paying postage.

Thanks to flavourtank for highlighting this as I don't do face book and would of wondered what was going on when I read their email this morning.

[Chrissie]

I'm glad to hear it has turned up Lynne77 & you are right not to pay the £3.99 postage.

[Greigster]

Sadly, I had the "incomplete order" email and paid the extra £3.99 postage this morning.

[flavourtank]

Kov should have stated clearly on there site or on the thread here (that they Did have) regarding changes in postage costs.

Unfortunately it's common when another person takes over and does not update the info, or try and see where the previous person advertised there products.

[flavourtank]

Looks like they have updated there returns policy as it doesn't mention anything about a 10% 're stocking charge.

[Greg]

Oct 18, 2015 10:46:34 GMT flavourtank said:

Looks like they have updated there returns policy as it doesn't mention anything about a 10% 're stocking charge.

For me the damage is done, if they are willing to take advantage from the off then they're hardly customer service orientated IMO.

[flavourtank]

Oct 18, 2015 10:53:17 GMT Greg said:

Oct 18, 2015 10:46:34 GMT flavourtank said:

Looks like they have updated there returns policy as it doesn't mention anything about a 10% 're stocking charge.

For me the damage is done, if they are willing to take advantage from the off then they're hardly customer service orientated IMO.

I think at first it was a copy and paste of the kingzofvapour policy,

P.s what's ur profile pic?

[Greg]

Oct 18, 2015 11:17:34 GMT flavourtank said:

Oct 18, 2015 10:53:17 GMT Greg said:

For me the damage is done, if they are willing to take advantage from the off then they're hardly customer service orientated IMO.

I think at first it was a copy and paste of the kingzofvapour policy,

P.s what's ur profile pic?

Profile pic is the new Provari, it should be in the post next week 

[peter12]

My understanding is retailers regardless of online or b&m must honour what ever price they set. I've seen and heard examples of companies like amazon cocking up amd listing something for a 10th of the price it should have been. But their still obliged to honour the price to 5 hose who purchased so if KOV said free 2nd class then the cannot renege on that

[Get Off My Cloud]

Oct 18, 2015 23:40:05 GMT peter12 said:

My understanding is retailers regardless of online or b&m must honour what ever price they set. I've seen and heard examples of companies like amazon cocking up amd listing something for a 10th of the price it should have been. But their still obliged to honour the price to 5 hose who purchased so if KOV said free 2nd class then the cannot renege on that

They didn't renege.
The shipping options on the payment page say do not use the free shipping option for goods, right next to the selection box.

What i do not understand is why it's there at all, the free shipping option is only for the raffle but they don't actually ship a physical ticket so it's really pointless it being there.

[Deleted]

It's still showing free 2nd class delivery in the delivery section too!

EDIT...  It's now been updated to show the correct postage charges.