Beware of Smoke Free Inc
I received a kit for Christmas that contained 2 batteries and I ordered an additional battery a few months later (the battery lasts approx 3 hrs)
My first issue began when I received a case,which I did not order and is not the same as the battery (neither is the price, a battery is $55). Called the Smoke Free, the CSR that answered that CSR was not in yet and to call back after 9. ??? Is this the only employee that works there?
I called back.........I spoke to another CSR who explained that I had to send the case back before I would get the battery. OK, I didn't order the case......I had no issues sending it back, but now I have to wait for the additional battery that I ordered, because they need to receive the case first. Sigh!
I've placed orders in between for cartomizers and the delivery speed varies. Sometimes I would get the orders quickly and other times it would take up to 2 weeks. I learned to time my orders, so that I would not be stuck without cartomizers.
I wanted to order some additional accessories, and so did a family member. After looking over the options on the website, the best deal was to order 2 of the Duet Kits. The Kits that are on the site only come with 1 flavor. I placed an order and with a special note to change the flavor to menthol.
This is where the complaint begins........I had a message on the answering machine to call the CSR regarding my order. I called back it was explained that the kits come pre-packaged as the 1 flavor and I was given 3 options. Cancel my order (no mention of the Policy if I chose this option), call a Dept and request if they can open the kit to swap out the flavor (there was mention that this was not a guarantee that this could be done) or order additional cartomizers in menthol (this is more expensive for me). I opted to cancel the order. She explains that she can't cancel the order, but will send it over to the manager to do so. I ask if I can receive an email confirmation (I like to have confirmation in writing). She explains that the manager can send the email, after it's cancelled. Sigh!!! Why can't I cancel the order, since it is not what I want?
So I call the next day to confirm that the order is cancelled and talked to another CSR. He explains that he can't access my account to see if the order was cancelled (Huh?! Does he work there?) and that the Reps are not in yet because they were running late due to an accident on the highway (Huh? Everyone is running late?) He advises that he can take a message and have the manager call me back. I'm busy on the other line at the time the manager does call me back. I check the VM and there is not message. I dial the number from the caller ID and the same CSR I spoke to earlier. He advises to hold on and he will get the manager. I'm waiting around 5 minutes before he comes back on and says that the manager is busy with another call (it would take long)and that he will have him call me back. I advised that I would wait......waiting another few minutes and he comes back on to tell me that he's still on the other call and the manager will call me back. I hung up frustrated......This is Crazy! I am not impressed with the Customer Service at all.
Here is the short of the long:
This order totaling $231.21 was not fulfilled, sent or received by me.
I cancelled this sale after speaking to a CSR rep that explained that she could not guarantee that I would get what I ordered since the product comes pre-packaged. I advised to cancel my order at that time and was told that it would be sent to the manager.
I called the next day to speak with the manager to confirm cancellation the order. I was not advised that there was a "No Refund Policy" at either time.
I sent another email to verify that the order was cancelled and confirmation that I would receive a refund. Below is the copy of the "No Refund Policy". The service manager sent me an email that due to this policy they would charge a 25% cancellation fee (which is not listed on the website) and refund me $173.41. This is a Ripoff.......I didn't receive any products, nor was the order fulfilled.
I cancelled this order before it was shipped. I filed complaints with BBB and the OIG, as well as this site to make others aware and prevent anyone else from this frustration. I'm still waiting on a refund and I'm not willing to accept 75%.
I want 100% refund, due to I'm not returning any product of any nature.
No Refund Policy:
Smoke Free Electronic Cigarettes is proud to be the only manufacturer in the industry to offer a lifetime warranty on our battery unit and chargers. If you need to take advantage of the warranty or if an issue arises, please call us toll free at 800-653-8594 and speak to a customer service representative.
Cartridges and Cartomizers have a 1 year warranty. Call the 800 number above and make arrangements to return the defective items and we will replace them.
Due to the nature of our product, we are unable to offer refunds on any sales of the Smoke Free Electronic Cigarette.
Beware of Smoke Free Inc