Where's My Stuff?!?!?! Resolved

[thess416]

I placed an order on Aug 29th and have yet to hear anything in reference to my order, it is now Sep the 3rd. My order was over $50 so I should have received the free 2 day Fed-Ex. The order according to the web site is still in "processing". I E-Mailed and called CS and did receive an immediate reply via E-Mail basically stating that they received my complaint and that someone from shipping would contact me shortly (that was 2 days ago and I have heard nothing since).

The charges have already posted to my checking account, so I know that payment or non-payment rather is not the issue. I just want to know whats going on with my order. I'm slightly upset because I have yet to be able to actually speak to anyone when trying to call the 1-800 number and I did not receive a satisfactory response from CS.

[Artist Boy]

Aloha thess416,

I am sorry for any delay in the shipping of your order. I have updated the status or your ticket in the shipping department as it appeared to have been misdirected. in the system.

When you called did you leave a voice mail? If all our CS reps are busy on other calls the line will transfer to the voice mail and we will call you back in the order in which the calls were received.

Seeing it is the weekend and a holiday as well, no one will be back in the office till Tuesday now. We will get this matter resolved for you as soon as we can.

[thess416]

In the interest of full disclosure I would like to update my situation for anyone who has read this thread.

As things turn out, Volcanoecigs did in fact ship my order within 24hrs of my having placed the order. My order was placed on the 29th of Aug, shipped on the 30th, and was supposedly delivered on Sep 1st. However, I never received my package. I have filed a claim against Fed-Ex and I am hopeful that it won't take long to resolve. I've been waiting for my inferno to arrive for almost two weeks now, I'm starting to grow impatient.

Apparently Volcanoecigs had some kind of technical glitch with the computer system, until it was brought to their attention the status of my order showed as "processing", hence the reason I thought it never shipped. Unfortunately for me all this happen just prior to the labor day weekend. By the time volcanoecigs contacted me to verify that my order had been shipped, Fed-Ex had already delivered my package and so I wasn't able to make arrangements to receive it. The result is that the Fed-Ex driver left the package at my door (I live in an apartment complex) and I am assuming that someone then stole it.

Volcanoecigs had some type of technical glitch, those things are understandable. Technology is great as long as it works....right? However, I still do not like the fact that when I had a problem I was not able to get in touch with an actual human to speak with. When I call a customer service number I expect to actually speak to a person, not leave a message with a machine and hope for the best.

I'm not exactly happy with Fed-Ex for simply leaving the package without a signature being required either. I'm making arrangements to have all future deliveries REQUIRE adult signatures.

[Artist Boy]

Wow I am sorry to hear this. I can't say I have ever seen a Fed Ex guy just leave a package at the door in an apartment complex. I know Fed Ex has a gray area there for packages that do not have a sig required it is up to the driver (from my understanding anyway, I could be wrong here).

Have you let our CS team know as well about the lost package? Sometimes Fed EX says we have to file the claim as well before they can do anything.

I truly hope everything gets worked out for you soon and you get your stuff. I am really sorry to hear that you are having such problems with your order.

[thess416]

Yes, I let CS know as soon as they sent me the E-Mail with the tracking number saying it had been delivered. I contacted Fe-Ex and got a trace started then forwarded the case number to CS.

Generally speaking, they won't leave a package without a signature, but ultimately it's up to the discretion of the driver. They have left one other package for me a few weeks ago. Normally though they deliver to the apartment complex office manager.

[thess416]

Just wanted to update the situation for anyone that has been following this thread. On Sep 21st I finally received word from Volcanoecigs that Fed-Ex decided to honor my claim, Volcano immediately re-shipped my order which I received on Fri Sep 16, exactly two weeks after Volcano filed a claim on my behalf against Fed-Ex.

So I've had my new inferno now for a few days and so far I'm loving it.

[Artist Boy]

thats good to hear.

I am sorry to hear all the troubles you had, but glad to hear you finally got your gear.