Bad experience

[psatm155]

I've been ordering with Volcano for about two years. I've recommended several people to become customers. I placed an order on 11/28/11 (Monday). It was 'shipped' on 12/2/11 (Friday). I usually use FedEX but used USPS, I was in a hurry when I ordered it and didn't know I could get insurance. Anyway, i really wasn't worried. I've never had a package or letter lost in my life.

That is, until now. I never received the order. The USPS tracking number states that it was accepted in Honolulu. When I opened a case with USPS, they said that there was no scanner ID associated with the tracking number, therefore the package either never arrived at the post office in Honolulu or it was never scanned.

They also said that a tracking number is created whenever a shipping bill is created. In other words, you can go online to USPS, create a and pay for a shipping bill, and it will create a tracking number, even if you never ship anything. When I tried to explain this to Volcano, I was told that this was impossible, and they basically called me a liar without using the word.

After weeks of dealing with Volcano support to track the order, I was told that they shipped the package, plain and simple, they are not responsible, and that was that. Have a nice day.

Anyway, it's a lesson learned. Even with a USPS Priority shipment, get the insurance. Another lesson, maybe for Volcano, is that it's ok to treat your customers with a little respect and even sympathy when a mishap occurs, at least every now and then. Especially since you have my money and I got nothing in return. Thanks for the great service.

Paul S.
Kill Devil Hills, NC

[hfourexe]

That really sucks, but i can say from personal experience that i have never had a bad encounter with volcano customer service. They always have an answer and seem more than willing to help.

Maybe you just caught somebody on a bad day, but (IMHO) i find it hard to believe that they wouldn't send out the order. Usps probably "misplaced" it. Having worked for UPS, i noticed these things happen in the business of post/shipping. No one means for it to happen, it just does.

[psatm155]

I agree. I really wasn't upset until I spoke to someone at Volcano yesterday. She was not pleasant to deal with and it just left me feeling like they really don't care. I know they're growing and business must be good, but one sure way to go out of business is to get a reputation for poor customer service.

I thought maybe they'd give me a discount or something, even some points on my account. It didn't matter, just something to demonstrate that they value my business. I honestly think that they think I received the package and am trying to get something for free. Unbelievable. It's funny when you think about it - all this for a $30 order.