DNA Vapes - extremely poor Customer Service

[Perpetua]

I've created this thread on the behalf of a number people . . . . Chrissie , jess , snow , Karma and myself, although DNA Vapes are not Registered Vendors on the forum ( nor ever likely to be! ) we have all been so appalled by the disgraceful standard of service that one of our Members has received from this company. We would like this thread to serve as a warning for any other potential customers of theirs.

It's not my place to reveal the identities of the Members concerned, should they choose to divulge this information, that of course is their prerogative to do.

This saga started back in early February after X had purchased a most thoughtful anonymous gift for Y of a Mini Volt . . . . the device sadly failed to charge out of the box, rendering it useless once the initial factory charge was used. X contacted DNA, explained the situation and they agreed to the Return - from there on, the issue went downhill.

Y returned the device Recorded Delivery at their own expense of £4.40 and received a very high handed response when DNA were in possession of it. Bearing in mind the USB port had never been functional  . . . . words to the effect that said the USB charging port was ' damaged ' but on this occasion as a ' one off ' they would replace it, but in future more care ought to be taken.

So they then managed to replace it with the exact same Mod that had been returned, as faulty as when it was sent back.

Again Y returned the faulty unit at their own expense - another £4.40 with no offer of reimbursement!

Finally this week Y receives a replacement Mini Volt which appears to be a used and repaired device. It was even returned in the packaging that Y used to send it back in.

This all happened after DNA contacted Y to ask what was wrong with the device, as they had three returned and did not know which one was Y's!

Have you ever heard anything like it, we certainly hadn't and have been left fuming and disgusted by this shambolic debacle . . . . . we all know that things can and do go wrong, but how a Vendor resolves genuine issues goes a long, long way to any businesses reputation.

The moral of this woeful tale . . . . . do not purchase anything from DNA Vapes.

[Greg]

Dispicable behaviour, I'll not purchase from those Cowboys again that's for sure.

[Perpetua]

Mar 6, 2016 22:24:52 GMT vaperider said:

Sounds a very poor run business

It certainly couldn't be called efficient by anyone's standards vaperider . . . . nor does it appear to put Customer satisfaction very high on the priority list either. 

[Chrissie]

Mar 6, 2016 22:18:09 GMT Greg said:

Dispicable behaviour, I'll not purchase from those Cowboys again that's for sure.

It truly is despicable behaviour from DNA Vapes

And due to their dreadful customer service, they have ruined a very kind gesture of a forum member.

[macmagoo]

I get the feeling that DNA Vapes will not be in business very long if this is how they go about their customer service. DNA Vapes if you come on here and read this you need to wake up and smell the coffee, oh and while you are at it, contact the customer and get it sorted out properly.

[Get Off My Cloud]

Poor show indeed, they have great prices i've ordered from them numerous times and never had an issue but customer service counts just as much as anything else.

[striker42]

Looks like a stunning example of complete incompetence. One place I now know not to spend my hard earned. The cheek of it, sending out, possibly what could be described as a "refurbished" unit as a replacement instead of a new device. Not for me folks.

[VapingBad]

If they have too many returns or loose too many customers they will probably just start a new company and take the mailing list with them without seeking the customers consent again.

[striker42]

Looks like DNA Vapes customer care policy is, you are the CUSTOMER and we don't CARE.

[Lee]

With customer service like that from a home grown business, you feel no guilt buying from Asia
If they cant provide the customer service and support you pay the extra for, why pay the extra to support such lacklustre customer service

[VapingBad]

Plenty of really good UK vape business, generally the ones started by vapers.

ETA could sound a bit holier than thou, I just put in 5 orders in the FT CNY sale

[striker42]

At least when things go belly up when Asia shopping Lee, they have the cushion of being able to use the language barrier as an excuse for poor customer service.

[f1ery]

Defo gonna swerve them then thanks for the heads up !

[cigyc]

Did a pre order and received a mail saying shipped and have received nothing customer care is poor I have now ask for full refund wI'll not use again

[Perpetua]

Mar 6, 2016 23:37:04 GMT VapingBad said:

Plenty of really good UK vape business

Absolutely . . . . by and large we are very fortunate to be so well served I think VapingBad. The excellent service and customer care they give shows this outfit up in an even poorer light!

I'm sorry to hear you have also experienced issues with the company cigyc.