Kevin D.’s Reviews of SouthSmoke & more

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SouthSmoke

Ecigarettes

“I use to love this website”

2/6/14

I use to love this website. Then I made a mistake on an order, selecting the wrong shipping process. I called trying to rectify the issue and was told that it was my fault and there was nothing they could do. I found the representative to be rude and unhelpful. It was only when I got further upset that they fixed the problem, after claiming there was nothing he could do. Then another representative called me after there work hours to scold me further. So I was lied to and scolded like a child (twice). I have been a loyal customer for 3 years now. I use to be treated well but was told tonight they were too busy to provide the customer support they use to offer. Since they are too popular, I'll be taking my business somewhere else.

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Customer S. Over a year old

This is in response to Kevin D's comments. This individual contacted customer support screaming at us wanting to change his shipping method 23 hours after placing the initial order. The customer requested 2-Day Air which would deliver on Monday. The customer wanted to have the package changed to Saturday delivery. The representative informed the customer to please calm down so assistance could be offered. The customer continued to scream further regarding the matter. The customer was advised that the shipping method they selected does not offer Saturday Delivery as a standard option and for Saturday Delivery to be requested, it must be done so at the time of order via email or telephone as per the policies listed on the shipping options and rates page. The representative was able to assist and have the shipping method upgraded to Overnight shipping and at no time did the representative ever state that this upgrade was not possible. The representative had to place the caller on hold to make sure the option was available. This customer claimed he had the same issue with other vendors so he should be fully aware based on his prior experience of how to request a special service for delivery. We call this great customer service that almost 24 hours later a shipping method is able to be changed to accommodate the customers requests, even though the customer acted in a very inappropriate manner. Our telephone conversations are recorded for quality assurance purposes and at no time was our representative not helpful. The second representative contacted the customer via telephone to inform them that they cannot behave in this manner with our representatives as this is the third time this customer has acted in such a manner as he has a history of such inappropriate behavior. The representative was simply advising the customer to act in a professional manner so we may offer professional assistance in return. Lastly, to address the concern about our company lacking in customer service, the customer is requesting that we monitor his orders so when he selects the wrong shipping method we are to contact him and let him know. The representative informed the customer that it is his responsibility to accurately place his order online and if he cannot do so that way then he should contact customer support on the phone to place the order. It is not our responsibility to know the special requests of each and every customer as it is the customers responsibility to notify us of any requests at the time of order as per our policies. We are committed to providing great customer support but ask that the customer treat us with respect in return. We welcome the opportunity to assist others in the future.