- Report: #1101951
Report - Rebuttal - Arbitrate
Complaint Review: UK Ecig Store
UK Ecig Store ukecigstore - ukecigstore.com - www.ukecigstore.com - Lying, inept and non-communicative company sent incomplete order 6 weeks after placement and denied missing items Internet
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I ordered numerous items from this vendor to a total of almost £400, and was informed by UK ECIG that they had dispatched on the same day when I enquired about amending the order.
A week after I was informed the item had dispatched, I was contacted by them informing me that the most expensive item in the order (and something for which numerous other items in the order were accessories) was unavailable. This was extremely confusing, since they had informed me that the order dispatched a week before.
I repeatedly enquired about solving the problem in terms of finding out if anything had been dispatched (since accessories for a missing item are not much use..) and either refunding or amending the order, I was completely ignored for 10 days over the course of four emails. They finally phoned me up when I began to post on their Facebook page and mention them on Twitter.
They informed me that they had a replacement for the item they could not fulfil, and that despite telling me they had dispatched, they in fact had not dispatched anything at all. We agreed that they would replace the item with a suitable alternative, though I was tempted to simply cancel, and I made a point of carefully talked through the order item by item to confirm everything was present.
I hoped the matter was solved, however when the order arrived 10 days later, four items were missing. I videoed myself opening the parcel since I was not confident at all that the order would be correct, given my experiences so far. I contacted them again, and again was completely ignored. Finally I raised a complaint with PayPal claiming an incomplete order.
PayPal unfortunately found in their favour without asking me for any evidence (like the video) - the claim states that the 'items are not covered due to the contents of the order'. I am appealing this decision (and at the end of the day I will simply file a chargeback via my Credit Card to retrieve the money, which will cost UK ECIG twice the amount they owe me)
I'm posting here because I wanted to add my experience to the discussion. I found the company to be entirely uncommunicative and lacking in basic Customer Service, they lied about dispatching, listed products on their website that they did not have in stock, ignored 8 emails in total over a period of 20 days, disputed my PayPal claim which was entirely true, and deleted any criticism from myself and others from their social media accounts.
Obviously I will not be ordering anything from this company again, but I thought it important to share my experience with others regarding how this company does business.
This report was posted on Ripoff Report on 11/25/2013 04:08 AM and is a permanent record located here: http://www.ripoffreport.com/r/UK-Ecig-Store/internet/UK-Ecig-Store-ukecigstore-ukecigstorecom-wwwukecigstorecom-Lying-inept-and-non--1101951. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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