ECBlend LLC

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I did not know it was shipped out prior to the rejected letter as I never go the email about shipped until after 8pm EST. Im sure I did not cause any delays, I use to work for Amazon in a leadership role before opening my own company and I know exactly how a shipping center and facility works and the logistics. and I know that with a crew of 105 ppl we average 1.2 million cases per shift and with that only about 50 of those people are actively doing receiving and shipping, do the logistics right and all customer orders are done withing 24hrs with only delay being manufactured items, but in that case all non-manufactured items are immediately shipped out and then the remaining items are shipped at a later date if the delay is more then 24hrs. making Evey package shipped within 48hrs. unless a customer takes free shipping, any customer that takes express shipping of 2 days get there order done immediately and anyone with free shipping done secondary. do the logistics right based on what you offer then 100% can be done withing 24 to 48hrs making all non-manufactured shipment delivered within 5 days unless USPS delays. and any manufactured item paid for express shipping are completed first and are done within 48hrs a max.get your logistics done right and you can get 90% all orders out within 24hrs and 99% all orders out in 48 hrs. Sincerely, [redacted]

Hello [redacted] , Thank you for your follow up on this We investigated this issue and you spoke with Sara, our customer service supervisor who assures us that she did not hang up on you (not intentionally and was unaware if it happened), and regrets any miscommunication She followed procedure by taking your issue to the next level to obtain a special exception for you to return the bottle An RMA exception was approved for the 20mL glass bottle you ordered using your reward points, once the product has been returned to us, a store credit will be posted to your account for the retail cost of the product The 20mL bottle was purchased using reward points from your previous order(s) and does not have any cash value It is not eligible for a refund, however, we can apply the credit to your account on receipt of the product, so you may replace it with a bottle of your choice Or, if you prefer, we can restore the rewards points to your account so you may re-use them The flavor you ordered has quickly become one of our most popular blends and is made in large batches and dispensed to approx 300-400+ customers per each batch made You are correct that when a flavor needs additional steeping it may taste perfumey This indicates the blend needs more time to steep Please visit our knowledgebase for more information on the Steeping Tips There is a section on perfumey flavor This is common All of our products are lab tested, each of our raw ingredients are also lab tested for purity and qualityOur nicotine is batch tested first by our nicotine provider, and then again by ECBlend on arrival We take our quality very seriously and have a full team of quality control specialists that handle our products with the utmost care ECBlend is a certified member of the American E-liquid Manufacturers Standards Association As a member of AEMSA we are required to follow strict safety and quality protocols Each of our manufacturing facilities are inspected onsite by a third-party inspector to document and verify we meet the criteria to be a certified member We put our products on the market with over 100,customers and over resellers registered with us They are publically available and, of course, anyone can have them analyzed at any time As stated on every page of our website, taste is subjective We highly recommend ordering a 5ml sample bottle before purchasing a large bottle the first timeDue to the nature of our product (consumable), we are not able to accept returns on our products Sara followed procedure in obtaining an exemption for you, then calling you back to let you know the RMA number We do value you as our customer and do not want any customer to have a bad experience Please be assured our quality control procedures are very important to us and we maintain our process and testing at all times I would recommend for you to try (if you haven't already) letting it steep a few days longer If you wish to return the bottle, an RMA number has been issued for that purpose We really do not want you to be unhappy with our products or our company It is our goal is to provide our customers with the best quality products at the best prices we can and we would love to keep you as a customer if we can I hope this is helpful and if we can be of further assistance, please let me know Best Regards, Tim C [redacted] Vice President ECBlend Flavors

Revdex.comP.OBox 1000DuPont, WA 98327 RE: ID#***Dear Revdex.com Representative:This letter is in response to the above referencedcomplaint. I have attached copies of thetwo invoices in question. Please notethat the total value of these orders is $including
shipping, not 196.00as stated by the complainant.Our e-Liquids are all made to order. The product that this customer ordered ismeant to be steeped before usage. Because of this, it will appear thin when first received, but willthicken and increase in flavor the longer it is allowed to steepShe wasinformed of this during the course of the resolutionBecause it is made toorder, we cannot accept returns of our E-Liquid. We do advise our customers to try a smaller sizebottle of the regular flavor before they purchase a large amount of e-Liquid,she requested that we add additional flavor to something she had never triedbefore decided she did not like it.Our Customer Service Representative has been in contact withthe customer numerous times regarding this issue. We have spent time troubleshooting herhardware, which is the cause of the leakageWe have given her store credit onher account for the loss of e-LiquidWe cannot authorize a return because ofher personal preference or taste. Shewas informed of this during the course of investigating her concerns.To address the issue of our All Natural & Organice-Liquids, she was informed by anothermanufacturer of e-Liquid that our liquid was not 100% natural, not byus. We cannot be held liable for acompetitor’s misinformation. Our product undergoes strict quality controlprior to shipment We want our customersto be satisfied with every bottle of e-Liquid we send out. Unfortunately, because of the choices shemade, this customer was not happy with her product and chose to threaten uswith bad publicity if we did not comply with her demands.We are truly sorry that we could not satisfy her taste. Sincerely, Virginia B***Vice President/ OperationsECBlend, LLC

Hi ***,Our FAQ and Knowledge base both state our current processing times (Link: http://www.ecblendflavorshop.com/helpdesk/knowledgebase.php?article=34)--- From our website:"Current Processing Time : Schedule 3-4business days(NOTE: We always try to maintain a 1-business
day processing time, however, it takes time to hire and train mixers We must take the time to properly train our mixers and quality control staff Please excuse our growing pains PS, We are hiring: Mixologists and Quality Control Specialists: http://www.ecblendflavors.com/now-hiring-at-ecblend/) processing time on orders: 2-business days(Closed on Sundays and Holidays, please allow extra time for processing on Holidays) EXPECT DELAYS UP TO 5-DAYS DURING HOLIDAYS----Processing time and Shipping times are different Processing is the amount of time it takes for the order and labels to be printed, the time needed to mix and create your E-Liquid blend, and then there is quality control and packaging The shipping times depend on the shipping method selected Once the shipment is in the hands of the USPS, we have no control over how long it takes for them to process, sort, and transport the order Also noted on our website is that our E-Liquids are made fresh at the time of your order We do not pre-make large batches and let them sit around gathering dust before a customer orders them Everything bottle is made by hand, bottle by bottle for each order.Per your conversation with our Customer Service Rep (Sara) by phone and through our online HelpDesk, she was able to get your order rushed so it would be ready for shipping on Thursday We have tried to contact you multiple times to arrange for payment on the overnight shipping.Locating and pulling a single order out of hundreds is time consuming It requires pulling multiple people who are currently processing orders for other customers to hunt down and find your order on our mixing room floor This causes delays to our other customers We have tried to contact you by phone and by email for the additional shipping chargesWe process orders in the order they are received First in, First Out We are unlike many E-Liquid companies on the market We make everything fresh and we have many options to customize your E-Liquid the way you want it Most vendors only need to grab their premade products and package them for shipping The shipping method is based on the weight and dimensions of the products you ordered Due to the size and weight of the items ordered, they would not qualify for First Class Mail We do not charge extra for expedited processing, we do try to accommodate our customers' needs when requested The $fee is for the overnight shipping I do apologize for the inconvenience and wish you well on your venture with other companies

Hi,Your order has been shipped out as requested.  (Prior to the rejection response)You can track your order below.https://tools.usps.com/go/TrackConfirmAction?tLabels=[redacted]An email with the tracking information was sent on 02/22/17 @ 1:46pm PST.  Prior to you sending this response.According to the USPS your package should arrive on Friday.  The order is no longer in our possession and is in the hands of the USPS. I am unclear how you would like us to resolve this for you.We expedited your order causing delays to other customers.  Multiple attempts were made to contact you regarding the overnight shipping.  If you chose to, you may write "Return to Sender" on the unopened package and return the product to us for a full refund.  ---------Date:2017-02-22 10:57:42[redacted]Message:Hello [redacted],As per your request your current order will process as ordered. Thank you for your patience and thank you for choosing ECBlend! We will do our absolute best to get this order out to you. Thank you for your patience. I hope you have a wonderful week! :-)Best Regards,Sara------ECBlend Flavors

Complaint: [redacted]
I am rejecting this response because:i was never told that process was moved to rushed, I was told yesterday that there was no way to make sure it could ship Thursday and I was told that even if I paid extra for overnight shipping that there was no garentee it would be ready for thursday, then today I was told it was set to ship on Thursday but given no reason for it witch made me learly on the matter.I also said I would pay extra but an extra 30.00 either. as my item is already priority deliver im not paying 30.00 more, I would pay more yes just not sure about 30.00 for a 1lb pkg. and when I checked with UPSP they agreed that it wouldn't be that high for a small pkg either if moved from priority to overnight.I asked for a Greentree of Thursday shipping and 100% no one could give me that guarantee of Thursday shipping.Further more I said to ship out my hardware for Friday delivery and take as long as needed on the juice. I clearly told them that the hardware I needed by Friday but the juice could wait. I was told that everything except the juice was ready for shipping and that makes only delay the juice. so had I not ordered the juice then it would have shipped within 2 days and if it shipped in 2 days then priority mail would have it to me by Fri/Saturday at latest. As priority mail from CA only takes 2 days 99% of the time and never more then 3.But no one person was able to give me that or even tell me a guarantee on when it would ship. just a bunch of well maybe, and if then maybe, but we can't Greentree when it will ship answers. Thats why I never took the overnight shipping.If you want and can ship it to me and have it me by Fri/Sat then do it. I am asking that I do not pay extra 30.00 for that as no one person could tell me anything or even split the order or tell me Thur guarantee on ship. !00% any of that would have eliminated the problem.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I did not know it was shipped out prior to the rejected letter as I never go the email about shipped until after 8pm EST. Im sure I did not cause any delays, I use to work for Amazon in a leadership role before opening my own company and I know exactly how a shipping center and facility works and the logistics. and I know that with a crew of 105 ppl we average 1.2 million cases per shift and with that only about 50 of those people are actively doing receiving and shipping, do the logistics right and all customer orders are done withing 24hrs with only delay being manufactured items, but in that case all non-manufactured items are immediately shipped out and then the remaining items are shipped at a later date if the delay is more then 24hrs. making Evey package shipped within 48hrs. unless a customer takes free shipping, any customer that takes express shipping of 2 days get there order done immediately and anyone with free shipping done secondary. do the logistics right based on what you offer then 100% can be done withing 24 to 48hrs making all non-manufactured shipment delivered within 5 days unless USPS delays. and any manufactured item paid for express shipping are completed first and are done within 48hrs a max.get your logistics done right and you can get 90% all orders out within 24hrs and 99% all orders out in 48 hrs.
Sincerely, [redacted]

Hello [redacted],
Thank you for your follow up on this.  We investigated this issue and you spoke with Sara, our customer service supervisor who assures us that she did not hang up on you (not intentionally and was unaware if it happened), and regrets any miscommunication.  She...

followed procedure by taking your issue to the next level to obtain a special exception for you to return the bottle.
An RMA exception was approved for the 20mL glass bottle you ordered using your reward points, once the product has been returned to us, a store credit will be posted to your account for the retail cost of the product.  The 20mL bottle was purchased using  reward points from your previous order(s) and does not have any cash value.  It is not eligible for a refund, however, we can apply the credit to your account on receipt of the product, so you may replace it with a bottle of your choice.  Or, if you prefer, we can restore the rewards points to your account so you may re-use them.
The flavor you ordered  has quickly become one of our most popular blends and is made in large batches and dispensed to approx 300-400+ customers per each batch made.  You are correct that when a flavor needs additional steeping it may taste perfumey.  This indicates the blend needs more time to steep.  Please visit our knowledgebase for more information on the Steeping Tips.  There is a section on perfumey flavor.  This is common.
All of our products are lab tested, each of our raw ingredients are also lab tested for purity and quality. Our nicotine is batch tested first by our nicotine provider, and then again by ECBlend on arrival.  We take our quality very seriously and have a full team of quality control specialists that handle our products with the utmost care.  ECBlend is a certified member of the American E-liquid Manufacturers Standards Association.  As a member of AEMSA we are required to follow strict safety and quality protocols.  Each of our manufacturing facilities are inspected onsite by a third-party inspector to document and verify we meet the criteria to be a certified member.   We put our products on the market with over 100,000 customers and over 2000 resellers registered with us.  They are publically available and, of course, anyone can have them analyzed at any time.  
As stated on every page of our website, taste is subjective.  We highly recommend ordering a 5ml sample bottle before purchasing a large bottle the first time. Due to the nature of our product (consumable), we are not able to accept returns on our products.  Sara followed procedure in obtaining an exemption for you, then calling you back to let you know the RMA number. 
We do value you as our customer and  do not want any customer to have a bad experience.  Please be assured our quality control procedures are very important to us and we maintain our process and testing at all times.  I would recommend for you to try (if you haven't already) letting it steep a few days longer.  If you  wish to return the bottle, an RMA number has been issued for that purpose.  
We really do not want you to be unhappy with our products or our company.  It is our goal is to provide our customers with the best quality products at the best prices we can and we would love to keep you as a customer if we can.  
I hope this is helpful and if we can be of further assistance, please let me know.  
Best Regards,
 
Tim C[redacted]
Vice President
ECBlend Flavors

Revdex.com:
It's been resolved. Both parties satisfied Sincerely, [redacted]

Dear Revdex.com Representative: This letter is in response to the above referenced complaint.  A resolution has been made and the customer has agreed with ECBlend Customer Service that this complaint has been resolved. We want our customers to be satisfied with...

every bottle of e-Liquid and every item that we send out to them. Every customer's business is appreciated, and we will always do our very best to continue to meet and try to exceed all of their  needs. We value all of our customer's trust in our company!
 
Sincerely,
ECBlend's Customer Service Support Staff