Assistance Requested

[mvaper]

Team,

I will post in this thread in the hopes that someone can get me some help. I ordered my starter kit on 09/10 and still not received it. I have reached out for help on 09/14, 09/16, 09/18, 09/20, 09/21 to the Company via voice, email, or PM to select individuals through this forum, but I haven't received any communication beyond my original email on 09/14 (replied on 09/16). I know everyone is extremely busy, but I would really appreciate some assistance and response. As the saying goes, "Help me Obi-Wan, you're my only hope".

Thank you so much in advance!

mvaper

[tjs]

Hello,
9/10/ to 9/23/ is a very long time for Volcano. Customer service has been exceptional and timely always. without knowing the specifics I am wondering about the order,
Does it containe out of stock, backorder items etc.
Charge or Payment issues etc etc.
Email Customer Sercive direct link, not through the website with all the specifics, Order # etc. and include your phone number. I am sure they will assist you in resolving the issues.
I fell pretty confident that they will. Good Luck Obione..


cs@volcanoecigs.com

[geekdgirl]

Yeah, there must be some problem somewhere...what was the exchange on 9/16? It is just now a week from then...there have been cases where USPS lost things and they never showed up...

Like TJS said, we'd have to hear a bit more info...but if the last exchange was we're sending it out, not sure what's up....though if anything was sent first class mail about a week is the time frame...

[LeesaRN]

Call customer service and discuss this with them. My first question to you is was the order charged to your credit card yet? If not, then perhaps the order never went through. If the order was charged to you, that would indicate it was processed and hopefully sent, either way you will need to speak with customer service for a tracking number or perhaps the delivery was delayed for some reason.

Leave a message, they are 6 hours behind the east coast so it is morning there for them right now. I believe they return phone messages in the order they were received so it may be a little bit, but if you leave them your name, telephone number, order number if you have it, log in information, etc... give them the info they will need to pull up the order and look for the issue.

Good luck I am positive they will be able to assist you and please update us.


Edit to add info

[Spliner]

Leesa is right.. try to get them on the phone if at all possible. E-mail is fine, but has been unsuccessful or miscommunicated on the previous attempts. So give them a call in the late afternoon, if you get the voice mail box, leave your name, number, and order number and they will call you back. It is possible that if the order was re-shipped it might have accidentally gone out USPS FC mail but I doubt it. You should have had a replacement by now. Any tracking info on your account if you log in to the web site?

Spliner

[mvaper]

Team, thanks for the replies - I have reached out via voice a couple of times, and left VM's. I don't want to share too much information as I don't want to air any "dirty laundry" as I see it; In essence I have ordered a package with USPS, and they tracked (as seen on the website) as being delivered, and this is not the case. I have escalated to USPS and the local Police department. I have attempted to get CS to help from their end, but with the exception of AB and my initial response on 09/16 asking me to call in, my cries for help have gone unheard - the intent of this thread (to find some other avenue of help).

I will post my USPS portion on this thread at a later time (later this eve perhaps), but I will care for my Volcano stuff offline.

mvaper

[LeesaRN]

oh, so the USPS claims it was delivered???? I see. That is different. Lost package claims must be filed by the addressee (the purchaser) as missing. Volcano cannot do that for you, the USPS requires the addressee to do that. The Post Office (my understanding only) will launch an investigation (their own) and if found to be at fault, will reimburse you (again, just from my own experience I speak). Volcano delivered on their end, they sent the package and supposedly (according to USPS) it was delivered. You really need to contact and stay on top of the USPS to finalize this for you.

Sorry you had such a bad run of luck.. I have only had one delivery problem with USPS with a delivery from Texas, and eventually it was resolved, but I know it can be a pain in the butt.

Good luck, and peace

[mvaper]

LeesaRN,

Thanks for that info, if I had been alerted to that fact by our CS team, I would not have posted this info. That being said, I have just received my package and all is well. I also got off the phone with a lovely CS rep from Volcano to confirm this. As my story really is a shipping one, I'll be posting in the other thread.

Thanks all for your help, and I am charging now!!!

mvaper

[geekdgirl]

I am so glad to hear you have your package. It really sucks when there are shipping issues ... glad they're now resolved!

[Artist Boy]

man I am sorry you had such a rough time getting your stuff. Glad you final did get it though.