Vape29

MY VAPE29 EXPERIENCE: I made an online purchase for some e-juice late one Tuesday night just after midnight. Vape29 debited my credit card and transaction was successful. I had purchased successfully from Vape29 previously so I awaited my package. The following day I returned to find an email from Vape29 that my order had been flagged by their system as being 'high risk' ... 'fraudulent' and requested I send them 'a photo of a valid government-issued ID which is linked to the billing address, along with a photo of the right side of the card you've used (only depicting the last 4 digits)'. On Wednesday afternoon I sent them a photo of my driver's license along with my phone number requesting them to contact me should they need further communication and to please confirm my order had been processed. Not receiving a return email I 'assumed' the issue had now been resolved and expected my package to arrive. Not until 'Friday' at 5pm did I receive another email from Vape29 stating that they were unable to accept the photo of my driver's license because it did not 'depict the card' (the driver's license was a perfect scan, however I had stripped out my driver's license number for obvious reasons). The real problem here was not their requests but that this is now almost 3 full days (64 hours) since I placed my order ... they waited two full days from the time I sent them a scan of my driver's license to tell me that they were not satisfied with what I had sent them. I immediately replied to their '2 day late' email with my phone number requesting a telephone call from someone as all communications from them had been signed 'The Vape29 Team' so I had no idea with whom I was communicating? Vape29 has two brick and mortar stores in the Toronto area and no phone number is listed on their website as to where to call for any online customer having any type of issue ... they only have a 'Contact Us' page where you can send them an email to an unidentified email address.
Anyway, by now I'm frustrated to say the least, not so much with their demands but in their inability to communicate in anything that would be considered a timely manner. I tried to get some information on the status of this order via the Vape29 web account login but this was as bad ... you know those websites that request you login with an unreasonably long password of alphabetic, numeric, and of course upper case, lower case and not to forget special characters! Well their account system locked my out and their password reset tool is abysmal, locking me out of the account and refusing to reset my password until I waited for a full hour! Not having a good time at this point you just give up!
I then sent them emails simply requesting they refund my credit card as I was done this and asked them in the kindest way I could to let me know that the transaction would be refunded. I even asked my email be sent to the owner although for all I know it could have been the owner who I was communicating with under the alias 'The Vape29 Team'. Anyway it has been another full day and they refuse to grant me the curtesy of any time of response to any of my emails, obviously Vape29 (aka 'The Vape Team') could care less about their online customers so I will let Visa deal with and go have a vape!