Vista Vapors

Initial Business Response / [redacted] (1000, 5, 2015/08/10) */ This customer was helped with this issue by our customer care team on 8/4/and has already been shipped and received all ordered and advertised productsThis customer received the exact items advertisedUSPS shipping tracking shows it delivered to his home

Hello, apologies for any confusion or miscommunication We would never want our customers to feel misled in any way Our policy has always been to ship out a replacement if the package has been lost in transit We have seen many times that after a week to even weeks that a package will make it to it's destinationSince it is still possible that this shipment shows up, let's give it another week before proceeding further We are willing to make an exception and provide a full refund this time around if your shipment has not shown up by Friday April 21st Please let us know, and we will get you all taken care of

Initial Business Response /* (1000, 13, 2015/09/11) */
We list our terms and conditions on our site for customers to be able to view, in those terms and conditions we state our return policy of daysUnfortunately this had gone way passed that mark so our policy states we cannot accept the
returnCustomers are asked to go through the manufacturers warranty that is year, just like many other companiesI hope you understand this situation
I would also like to add that since this she has still purchased from us, so we must not be that bad
Thank you,
Dustin
Initial Consumer Rebuttal /* (3000, 15, 2015/09/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all this isn't in any way the answer to the problem This complain is about the rude customer support answer and not about the product warranty Nobody even told me anything about a one year manufacture warranty all I got as answer was a rude you either buy a new one or learn to love duc tape Not even a try to help in any way to solve the issue And like this standard answer now absolute out of the subject and than even still put the customer on blast in the last sentence about we still buy from u guys Yes we did because u guys are close to us But to answer here after I orderd last night just to put it on blast here ? Very professional service and behavior !!!

Initial Business Response /* (1000, 5, 2015/08/10) */
This customer was helped with this issue by our customer care team on 8/4/15 and has already been shipped and received all ordered and advertised products. This customer received the exact items advertised. USPS shipping tracking shows it...

delivered to his home.

Hello, apologies for any confusion or miscommunication.  We would never want our customers to feel misled in any way.  Our policy has always been to ship out a replacement if the package has been lost in transit.  We have seen many times that after a week to even 3 weeks that a...

package will make it to it's destination. Since it is still possible that this shipment shows up, let's give it another week before proceeding further.  We are willing to make an exception and provide a full refund this time around if your shipment has not shown up by Friday April 21st.  Please let us know, and we will get you all taken care of.

Initial Business Response /* (1000, 5, 2015/05/19) */
[redacted] Purchased the eLeaf iStick 30W in question on March 17th 2015. Order Number [redacted] (attached). This was delivered to her residence on 3-19-2015.
We have a 2 week return period which is very clear on our website as...

these devices break fairly easily when mishandled. This time frame is very standard in this industry.
copied from www.vistavapors.com/shipping-returns
Returns Policy
You may return new or unopened hardware and accessories within 14 days of delivery for a full refund. E-Liquid is not allowed to be returned at any time, no exceptions. If you have an issue with your e-juice please call customer service at (855)[redacted] Press Option #2 or via email at [email protected] and we will always do our best to accommodate you.
[redacted] contacted us on 4-28-2015 which is nearly a month after the return period ended. We did offer to repair or replace the unit due to our outstanding customer service.
We received the item on Saturday May 9th and our tech team, who arrived on Monday May 11th, were unable to repair the item within 72 hours so the item was replaced and shipped 5-14-2015. Order Number [redacted] (attached). She received an email indicating this on 5-14-2015 and the new item arrived at her residence on 5-18-2015 @ 12:26pm
The fact that she is upset that she had to pay for shipping to return the item is about as logical as asking any retail store to reimburse your gas expenditure to drive back to the store to return an item.
We stand behind the products and services we provide as shown throughout the handling of this customer's issue.
Sincerely,
[redacted]
General Manager
Vista Vapors Inc.