Wake and Vape

Dast1n · Jul 15, 2015

Hey folks, just a warning to be careful when ordering from Wake And Vape (wakeandvape.com). Low prices come at the expense of customer service. They recently had an entire shipment go missing between the USPS receiving and distribution facilities. While most companies would try to take care of their customers first, Wake And Vape has refused to provide either a replacement or refund until they are able to settle a claim with USPS. This process can take months during which customers like myself are out both the product they ordered and the money paid for it.

Faceless Vapes · Jul 15, 2015

That's really bad customer service

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Faceless Vapes · Jul 15, 2015

Don't worry about it. This goes for any business not just vaping business. If you don't have repeat business you will fail. They should bite the bullet and at least send you another package.

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rolltidevaper · Jul 15, 2015

Poor customer service is certainly not my experience with @wakeandvape

Dast1n · Jul 15, 2015

Agreed Faceless. Their solution was either to suck it up and wait or buy a second Sig150 for which they would "kindly" comp an upgrade to priority shipping.
Rolltide, Glad your transaction was smooth. How long ago was it? According to them they had a recent bad experience where a customer kept both a missing shipment and a replacement so they have changed their policy. While that sucks it's not right to make all future customers pay for the greed of one bad apple.

5150sick · Jul 15, 2015

@wake and vape

AmandaD · Jul 15, 2015

I'm so surprised to hear this - I've ordered twice from them and had nothing but great experiences!

rolltidevaper · Jul 15, 2015

I had a similar experience with a different vendor. While it was frustrating to wait, I did eventually get the item and they refunded my shipping. I wish it were so cut and dry for the vendors, but the USPS doesn't just admit their mistake and issue a check!!! In my case, the entire shipment was found about a week later and shipped on to the customers. Just think about it....that's a lot of money for a vendor to eat, and I'm sure many people would just keep both shipments!!! I am not a patient person, but I do hope I'm somewhat understanding.

Zamazam · Jul 15, 2015

I haven't had any issues with them as of last week.

Dast1n · Jul 17, 2015

Folks, I understand that many of you have had positive experiences with the company and that's usually the case for most purchases. However the few orders that experience issues (such as mine) is where you really see what a company is made of based on how they treat their customers. If any of you doubt the validity of this post you can see up above that @wake and vape has been tagged and they have neglected to reply. Considering how heavily promoted they are on VU you should ask yourself why? The answer is clear: their policy on missing or lost packages screws the customer and they know it but have no desire to change.

I would like to encourage anyone on this forum that either doubts this post or is planning to order from them in the future to email ashley -at- wakeandvape -dot- com and ask for themselves.

Zamazam · Jul 17, 2015

Dast1n said:
Wake And Vape has refused to provide either a replacement or refund until they are able to settle a claim with USPS

Ok, in re-reading this thread, that statement popped out at me. This concerns me. If Wake and Vape is not willing to provide a replacement or refund at this point due to a missing USPS shipment on their end, then it is time to dispute the charges to your CC, the reason being non-delivery of purchased merchandise with no option for a refund given. Holding your payment hostage as they file a claim with the USPS, hoping for reimbursement is a highly unethical business practice, if not illegal under interstate commerce regulations.

@wake and vape , You need to address this issue. Having customers do charge backs on your merchant account or paypal will affect your ability to process future payments.

Whiskey · Jul 17, 2015

I had this happen with a different vendor , after what seemed like a lot of back and forth with them and a thread to call them out, they finally resent my order that was missing and made it right, I hope the same outcome happens here.

dre · Jul 17, 2015

File a charge back with your credit card company now!

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harpo1 · Jul 17, 2015

dre said:
File a charge back with your credit card company now!

Sent from my XT1030 using Tapatalk

I believe he already has.

rolltidevaper · Jul 17, 2015

Whiskey said:
I had this happen with a different vendor , after what seemed like a lot of back and forth with them and a thread to call them out, they finally resent my order that was missing and made it right, I hope the same outcome happens here.

I do too!!! I've had such good experiences with @wake and vape.

wake and vape · Jul 18, 2015

HI guys this is ashley from wake and vape.

I have spent hours dealing with this customer and the usps. It's a bad situation ....but it's still not obvious the package was lost. Sometimes the usps can take a long time to deliver a package......the package gets held up for no known reason and will show up 20 days later. It sucks but it's the usps and they are cheap and they rarely lose a packages. Ups charges 5x more and loses 5x more . I'm sorry but I sold this customer a 59 dollar sigelei 150 and I have made it clear I will refund his purchase 30 days afrer the order if he doesn't receive the item.....I have been in constant communication with him and the usps. After 30 days it's clear the package is lost.

rolltidevaper · Jul 18, 2015

wake and vape said:
HI guys this is ashley from wake and vape.

I have spent hours dealing with this customer and the usps. It's a bad situation ....but it's still not obvious the package was lost. Sometimes the usps can take a long time to deliver a package......the package gets held up for no known reason and will show up 20 days later. It sucks but it's the usps and they are cheap and they rarely lose a packages. Ups charges 5x more and loses 5x more . I'm sorry but I sold this customer a 59 dollar sigelei 150 and I have made it clear I will refund his purchase 30 days afrer the order if he doesn't receive the item.....I have been in constant communication with him and the usps. After 30 days it's clear the package is lost.

Thanks Ashley! So good to see your response to the issue!

Zamazam · Jul 18, 2015

wake and vape said:
HI guys this is ashley from wake and vape.

I have spent hours dealing with this customer and the usps. It's a bad situation ....but it's still not obvious the package was lost. Sometimes the usps can take a long time to deliver a package......the package gets held up for no known reason and will show up 20 days later. It sucks but it's the usps and they are cheap and they rarely lose a packages. Ups charges 5x more and loses 5x more . I'm sorry but I sold this customer a 59 dollar sigelei 150 and I have made it clear I will refund his purchase 30 days afrer the order if he doesn't receive the item.....I have been in constant communication with him and the usps. After 30 days it's clear the package is lost.

So the customer is basically out his money, but you are covered because you were the sender of the package and will get the USPS package insurance funds once the 30 days has passed ( or months!) with a promise to refund the customer money afterwards. Correct?

Unfortunately the result is not good. Dast1n is out $59, you have Dast1n's $59, Dast1n has no Siegelei 150.

If I was in Dast1n's situation, I would be incredibly pissed off at Wake and Vape and the USPS ( in that order). At this point, the chance to take care of your customer and provide good customer service has passed with Dast1n.

wake and vape · Jul 18, 2015

Who said he was out $59? i Just said that he would get his money after 30 days after it was sent to make sure the post office truly lost the package and its just not late....the post office is at times late...but they very rarely outright lose a package.

you guys are really harsh. why dont you see it from another side? I am not amazon. i am selling a seiglei 150 at 59 dollars i make 3 dollars profit on. Even if i was amazon if you file a package as lost they will still take 30 days to investigate. I am not covered by the USPS. I have to take this loss out of pocket. And i can prove i sent the package so technically i am not liable. But am willing to take the hit after it is clear the post office really lost the pacakge which is 30 days after shipment. What if i refund the buyer and a week later he gets delivered his package? I have no recourse....

vapereloaded · Jul 18, 2015

wake and vape said:
Who said he was out $59? i Just said that he would get his money after 30 days after it was sent to make sure the post office truly lost the package and its just not late....the post office is at times late...but they very rarely outright lose a package.

you guys are really harsh. why dont you see it from another side? I am not amazon. i am selling a seiglei 150 at 59 dollars i make 3 dollars profit on. Even if i was amazon if you file a package as lost they will still take 30 days to investigate. I am not covered by the USPS. I have to take this loss out of pocket. And i can prove i sent the package so technically i am not liable. But am willing to take the hit after it is clear the post office really lost the pacakge which is 30 days after shipment. What if i refund the buyer and a week later he gets delivered his package? I have no recourse....

yes you're doing the right thing giving the 100% refund but in my opinion having a customer wait for 30 days is not the right thing. I'm a business owner myself. yes shit happens with shipping and all. but as a business owner it's our jobs to keep customers happy and make things right. the only thing I see wrong was having the customer wait 30 days for him to get his money back.

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harpo1 · Jul 18, 2015

Well I won't be doing business with Wake and Vape any longer. Too many business out there that will send the customer another product or refund the money then have the customer send the item back if it does eventually show up. I understand you have small profit margins when selling some items but that's your choice and you should not take that out on the customer. In the end you have to do what's right for you but so do the customers. If it were me I'd file a charge back with my bank and take you off my list of vendors I do business with.

Dast1n · Jul 18, 2015

Well folks, At least this is a slight positive change from their original policy of making a customer wait for the USPS claim results before issuing a refund or replacement. None the less this is still a crappy policy that places W&V's bottom line before customer satisfaction. As a customer you choose to purchase from a vendor mainly based on price but also on delivery time. Is it a reasonable expectation that a vendor would try to honor their delivery timeline? Instead of trying to rectify the situation by getting a replacement to the customer as soon as possible W&V has chosen to hold the funds hostage for 30 days. This prevents the customer from taking the refund and buying a replacement elsewhere further adding to the time it takes to get the product they should have had in hand a long time ago! There are plenty of companies out there that will place the customer first and until W&V reconsiders their policies I'd urge the VU community to learn from this situation and purchase from a different vendor.

I want to give a shout out to the VU staff and thank them for their assistance in pressuring W&V to get on this thread and publicly acknowledge their stance on lost or missing orders.

rainidaze · Jul 18, 2015

I feel like I've been screwed if a company ties up my money beyond a day or two, so I understand the frustration and appreciate the heads up. I'd rather pay a couple bucks more for something and know the company I'm dealing with will take care of me 100%. There are a lot of great choices of vendors who take care of customers no matter what.

I sensed a little deflected blame in Wake and Vape's response. It really turns me off, which is sad because I was planning on getting a great deal from this company. I just don't like the whole blame thing and "protecting my own" response.

Btw, wouldn't it be more cost effective to suck up the$60 and send a new mod rather than spend so many labor hours on the phone?

Yeah...I got a bad feeling from W and V reading this. It's a good reminder to me to not trust an online shop just because they're initially nice to people on a forum and have low prices. I think I'll visit my b&m today. Those people are my neighbors.

nodor · Jul 18, 2015

It is unfortunate that these things happen but they do. When they do it is easy to assign blame on the vendor as that is the only real person you can contact. I gotta ask myself who is to blame here and its oblivious that usps is the one at fault. W&V lived up to there part of the transaction and is obligated to meet the requirements of the usps for resolution of this issue. If it was a $10 million dollar purchase would you expect w&v to resend and hope for the customer send back the original if it showed up ? Thirty days is not the end of the world. If you order thru the mail you should be willing to accept that you might have to wait longer than you expected. The vendor is running at a lower profit margin than most and I certainly wouldn't hesitate to order from her. Some of you people are just unreasonable. I fail to see how the vendor could be expected to do more than they have.

Zamazam · Jul 18, 2015

wake and vape said:
Who said he was out $59? i Just said that he would get his money after 30 days after it was sent to make sure the post office truly lost the package and its just not late....the post office is at times late...but they very rarely outright lose a package.

you guys are really harsh. why dont you see it from another side? I am not amazon. i am selling a seiglei 150 at 59 dollars i make 3 dollars profit on. Even if i was amazon if you file a package as lost they will still take 30 days to investigate. I am not covered by the USPS. I have to take this loss out of pocket. And i can prove i sent the package so technically i am not liable. But am willing to take the hit after it is clear the post office really lost the package which is 30 days after shipment. What if i refund the buyer and a week later he gets delivered his package? I have no recourse....

I did look at it from your perspective. When you run a business, you assume some risks as intangible costs of being a merchant. Please update your terms of sale to include lost or stolen mail: no refund, no replacement until 30 days after the report to the USPS, or what ever verbiage you want to use. As a merchant, you can dictate any terms of sale you wish, just have them in writing so future customers can determine if they are OK with accepting 100% of the risk.

I'm tapping out on this situation. I've spent enough time here advocating for superior customer service.

As always folks, Caveat Emptor.

CTFX · Jul 18, 2015

I myself have not had any problems with wake & vape. They are a brand new company trying to make a name for themselves. Mistakes do happen. This shouldn't be a tell-tale sign of their company's ethics. It's just a mishap that I'm sure will get fixed. Ashley is a really cool and down to earth person who I believe is not in it for the big bucks. She's the type of person who wants everyone out there to have a good deal and good experience. Every vendor has had a bad experience down the line somewhere. Let's not poke fingers at a legitimate vendor who has taken the time out to explain her side of the story. Sure maybe they are at fault. Or maybe it's USPS. Let by gones be by gones, as long as the issue gets fixed both parties will be happy. I mean come on now VaporJoe pimps her site out alot. Does that mean Joe's at fault to?

otto85 · Jul 18, 2015

nodor said:
It is unfortunate that these things happen but they do. When they do it is easy to assign blame on the vendor as that is the only real person you can contact. I gotta ask myself who is to blame here and its oblivious that usps is the one at fault. W&V lived up to there part of the transaction and is obligated to meet the requirements of the usps for resolution of this issue. If it was a $10 million dollar purchase would you expect w&v to resend and hope for the customer send back the original if it showed up ? Thirty days is not the end of the world. If you order thru the mail you should be willing to accept that you might have to wait longer than you expected. The vendor is running at a lower profit margin than most and I certainly wouldn't hesitate to order from her. Some of you people are just unreasonable. I fail to see how the vendor could be expected to do more than they have.

Exactly usps problems is not the vendors fault but they are willing to take the problems into their own hands there's so many scams out there(definitely not saying this is 1) businesses have to do what they have to to protect themselves if the package is lost usps will compensate for it and w&v will fix it point blank to sit here and bash a awesome company for usps problems is highly irresponsible and childish sorry gotta call it how it is

sent from the back of Otto's bus

John Q Public · Jul 18, 2015

I like Ashley and Wake & Vape. I think they are a solid up and comer and hope they do great. I will absolutely order from them again.
That said, it's a new business and there is a learning curve. I'm sure they will get their policies ironed out to everyones satisfaction.

wake and vape · Jul 18, 2015

we use to have a much more liberal policy. But we had more than several packages get delivered 3 weeks after the initial order. The USPS rarely does this..is very late in delivery in 1st class mail and make no guarantees in delivery times. In 5 cases i called the buyer to try to get our product back and in 3 of these i got no response from the buyer or by phone and was just out the order. I hate being stolen from and it upsets me more than it should and i lose sleep. What you are seeing with this customer is that reaction. i am one of you guys...i am not a big business and see myself as person not a business.

SO now it is just case by case...the vibe we get from buyer....what they are ordering ....if its a returning customer etc. I hate to say this....but if a customer is nice to me , or is a repeat customer I am very quick to make good. But i also go by what i feel is fair and right and don't respond well to hostility etc. I have been more than generous especially with return customers. In this case it was brand new customer buying an item i make very little profit on and I didn't get the best vibe. When i am threatened I dont back down...i dont like the squeeky wheel gets the grease and a threatening customer should be treated better than one of my many sweet customers.

If i get the word from the customer that if the package resurfaces he will send it back then i don't have a problem sending a replacement quick. I guess i am just tired of being burned and maybe i just been unlucky.

I guess i have a lot to learn. To me its not a problem to put just an extra 59 dollar on the credit card knowing that you are gonna get it refunded within 20 days but i realize many people are maxed out and spending there last dollar on the vapes...and if the customer explains that to me i will definitely send them the vape. IF they are hostile and threatening etc it actually makes it harder for me. Those who know me know i bend over backwards for our customer..and answer all inquiries myself. I give a lot of vapes away to people i like and people in hardship. I have sent over 10 vapes to people in hospitals...especially soldiers and i gift wrap them myself. I would bet $100 i give away more vapes per month than any other vendor and if someone wants to challenge me to a giveaway proof thread i am open and I really think i will win. I am a very generous person, and dont like being a hard ass when it comes to giving a potentially life changing vape. I started in this vape biz by literally buying a vape for all of my smoking friends. I really believe in Karma and doing whats right. But more of whats human right...not busines right. And i guess thats where i need to change.

One thing i have really learned is there is a lot to dislike about the post office. I really use to hate them when this happens. and they do it from time to time . Packages go into limbo and i get heat..... the USPS are super cheap...and for vape mail they are the best. When everyone out there is looking to get the best prices anywhere you cant beat the usps for vape mail. One of the reasons i have the lowest prices in the coutnry is that i use usps first class. A new thing i have learned to appreciate is they very rarely lose packages...very rare. They are sometimes 3 weeks late. That has happened more than 20 times....but as for losing packages that is super rare...mabye three times. UPS on the other hand is so much more expensvie....and they have lost so many packages on me and they are getting worse. Fuck UPS and love the USPS.

I love the idea that i am supporting the USPS and even wrote a whole big thing on it. one of my best vape friends (anthony from helpmevape) is an employee there...and i know they take good care of Americans. I am so proud i am helping an american staple which is the USPS and i stand behind them 100 percent: http://www.wakeandvape.com/blog/wakeandvapeandtheusps/ They are sometimes slow....but i have faith they dont lose packages.

You guys if i was just business smart i would refund this customer the second he takes it public on a forum etc... i am not that business smart.

If i was business smart i would have an employee doing all customer support...i answer 100s of emails myself...because i like having the one on one with my customers. I pay employees to do everything else...but i want to interact with the customers myself...but because of a few bad cases like this that make me lose sleep lately....i don't think i am the right person.

Also i am seeing why companies mark up more in retail...and maybe i am losing money offing a 59 dollar sigelie 150 making minimal profit....and minimal profit is not for retail where there is going to be inevitable losses and mishaps such as this.

I am really proud of the job i have done in taking care of my customers...and literally going from an ebay seller to the wake and vape super store in 6 months time.. It really hurts me to end up defending myself in a "hall of shame" in a forum that i am a big supporter of, an official vendor, and major advertiser. I have done nothing but worked with this customer and the USPS to resolve this situation and have been in constant contact with both and did my best to come up with an amiable resolution. The buyer was only 8 days away from a refund but instead went public on mulitple forums which I dont think is right. And i know you guys only see his end.....but try to see mine.

I am losing $59 dollars on this and pubically shamed. I will refund him immediately and i really hope he DOES NOT in this case send the vape back if he does receive the original order....which i still believe the usps will deliver.

I think what you guys miss is that the buyer paid for USPS first class mail not priority.....and the usps will tell you that there is no guarantee delivery time on first class mail...and i say this over and over again in our adds and the blog post above. Occasionally they slip up and a package will go into limbo up to 30 days...

I gurantee the package will be delivered in cases like this..but just ask that some time is given for the usps to come through.

So here is what i have learned and what i will change thanks to this because i am a quick learner:

Maybe its time to switch to mandatory USPS priority which has better tracking and better reliability....and raise my prices a bit. Also built in insurance so i get 50 bucks back if we do take a hit.

I am going to end UPS as an option because i dont have faith in them, they are expensive, and lose to many packages and i take the hit.

After today we are going to have a generic [email protected] email address

We are going to come up with policies that are more "business smart" so that we compete better in a very competitive market.

I

otto85 · Jul 18, 2015

wake and vape said:
we use to have a much more liberal policy. But we had more than several packages get delivered 3 weeks after the initial order. The USPS rarely does this..is very late in delivery in 1st class mail and make no guarantees in delivery times. In 5 cases i called the buyer to try to get our product back and in 3 of these i got no response from the buyer or by phone and was just out the order. I hate being stolen from and it upsets me more than it should and i lose sleep. What you are seeing with this customer is that reaction. i am one of you guys...i am not a big business and see myself as person not a business.

SO now it is just case by case...the vibe we get from buyer....what they are ordering ....if its a returning customer etc. I hate to say this....but if a customer is nice to me , or is a repeat customer I am very quick to make good. But i also go by what i feel is fair and right and don't respond well to hostility etc. I have been more than generous especially with return customers. In this case it was brand new customer buying an item i make very little profit on and I didn't get the best vibe. When i am threatened I dont back down...i dont like the squeeky wheel gets the grease and a threatening customer should be treated better than one of my many sweet customers.

If i get the word from the customer that if the package resurfaces he will send it back then i don't have a problem sending a replacement quick. I guess i am just tired of being burned and maybe i just been unlucky.

I guess i have a lot to learn. To me its not a problem to put just an extra 59 dollar on the credit card knowing that you are gonna get it refunded within 20 days but i realize many people are maxed out and spending there last dollar on the vapes...and if the customer explains that to me i will definitely send them the vape. IF they are hostile and threatening etc it actually makes it harder for me. Those who know me know i bend over backwards for our customer..and answer all inquiries myself. I give a lot of vapes away to people i like and people in hardship. I have sent over 10 vapes to people in hospitals...especially soldiers and i gift wrap them myself. I would bet $100 i give away more vapes per month than any other vendor and if someone wants to challenge me to a giveaway proof thread i am open and I really think i will win. I am a very generous person, and dont like being a hard ass when it comes to giving a potentially life changing vape. I started in this vape biz by literally buying a vape for all of my smoking friends. I really believe in Karma and doing whats right. But more of whats human right...not busines right. And i guess thats where i need to change.

One thing i have really learned is there is a lot to dislike about the post office. I really use to hate them when this happens. and they do it from time to time . Packages go into limbo and i get heat..... the USPS are super cheap...and for vape mail they are the best. When everyone out there is looking to get the best prices anywhere you cant beat the usps for vape mail. One of the reasons i have the lowest prices in the coutnry is that i use usps first class. A new thing i have learned to appreciate is they very rarely lose packages...very rare. They are sometimes 3 weeks late. That has happened more than 20 times....but as for losing packages that is super rare...mabye three times. UPS on the other hand is so much more expensvie....and they have lost so many packages on me and they are getting worse. Fuck UPS and love the USPS.

I love the idea that i am supporting the USPS and even wrote a whole big thing on it. one of my best vape friends (anthony from helpmevape) is an employee there...and i know they take good care of Americans. I am so proud i am helping an american staple which is the USPS and i stand behind them 100 percent: http://www.wakeandvape.com/blog/wakeandvapeandtheusps/ They are sometimes slow....but i have faith they dont lose packages.

You guys if i was just business smart i would refund this customer the second he takes it public on a forum etc... i am not that business smart.

If i was business smart i would have an employee doing all customer support...i answer 100s of emails myself...because i like having the one on one with my customers. I pay employees to do everything else...but i want to interact with the customers myself...but because of a few bad cases like this that make me lose sleep lately....i don't think i am the right person.

Also i am seeing why companies mark up more in retail...and maybe i am losing money offing a 59 dollar sigelie 150 making minimal profit....and minimal profit is not for retail where there is going to be inevitable losses and mishaps such as this.

I am not even going to mention how many times people tried to scam me with claiming non delivery of a package etc.

I am really proud of the job i have done in taking care of my customers...and literally going from an ebay seller to the wake and vape store that I am super proud of. It really hurts me to end up defending myself in a "hall of shame" in a forum that i am a big supporter of, an official vendor, and major advertiser. I have done nothing but worked with this customer and the USPS to resolve this situation and have been in constant contact with both and did my best to come up with an amiable resolution. The buyer was only 8 days away from a refund but instead went public on mulitple forums which I dont think is right. And i know you guys only see his end.....but try to see mine.

I am losing $59 dollars on this and pubically shamed. I will refund him immediately and i really hope he doesnt send the vape back if he does receive the original order....which i still believe the usps will deliver.

I think what you guys miss is that the buyer paid for USPS first class mail not priority.....and the usps will tell you that there is no guarantee delivery time on first class mail...and i say this over and over again in our adds and the blog post above. Occasionally they slip up and a package will go into limbo up to 30 days...i

So here is what i have learned and what i will change thanks to this because i am a quick learner:

Maybe its time to switch to mandatory USPS priority which has better tracking and better reliability....and raise my prices a bit. Also built in insurance.

I am going to end UPS as an option because i dont have faith in them, they are expensive, and lose to many packages and i take the hit.

After today we are going to have a generic [email protected] email address

We are going to come up with policies that are more "business smart" so that we compete better in a very competitive market.

I

Way to go chicky stand ur ground can't let people make u feel threatened into scrreing urself over once u do then someone else comes along looking for the same results and another and another ur in the right to wait the standard 30days for usps to straighten it out

sent from the back of Otto's bus

CTFX · Jul 18, 2015

Great job Ashley. Like you said it's a shame you had to stand up for yourself. I myself know your company is great. I'm sure @smacksy can vouche also. Don't worry about the haters. Keep doing what you do!

wake and vape · Jul 18, 2015

Thanks so much to my supporters. You guys know i am genuine and do my best to do right. I was literally crying this morning. I work so hard to ship every day and answer every email. I live for the store wake and vape. You have no idea what i go through lately....i am under a lot of pressure. I feel i have done my best to always do the right thing. I offer prices wholesale low.....vape stores buy from me at my full retail prices. It really hurts when something like this hurts the name i have worked so hard to develop. 99 of jmy customers are sweet even when there is a problem.

But i will change. In less than a week you are going to see us convert to USPS priority on all orders over 40 dollars and raise our prices accordingly. I know i will get heat for raising prices...but its just a compromise. By raise prices i mean just a few dollars.

I dont know if this is the right decision.....but when i wake up crying on a saturday morning...and almost smoked my first cig in 6 months...its time for a big change.

I am changing not because of this one customer...but i want our delivery system to be more reliable.

I am also going to hire my best friend who just lost her job to start gift wrapping every vape purchase like i use to do back when i had time.....

i dont want to compete with the other super stores....i think what we offer is completely different.

I am going to step up our game to be even better and just minimize mishaps. Because its right i dont like to back down by people who threaten me etc. If this guy wouldnt have threatened i probably would have refunded him sooner. I am one of those sugar is better than nastiness...when you deal with me you are dealing with the owner and sometime i make emotional decisions and have only to worry about stuff like this if my decisions are bad.

In this case i feel my decision that was wrong is using first class USPS and I am changing to priority to prevent future mishaps. Also customers may appreciate getting their orders faster with better tracking and gift wrapped vapes packaged nicely in pririty mail envelopes or boxes.

rolltidevaper · Jul 18, 2015

wake and vape said:
we use to have a much more liberal policy. But we had more than several packages get delivered 3 weeks after the initial order. The USPS rarely does this..is very late in delivery in 1st class mail and make no guarantees in delivery times. In 5 cases i called the buyer to try to get our product back and in 3 of these i got no response from the buyer or by phone and was just out the order. I hate being stolen from and it upsets me more than it should and i lose sleep. What you are seeing with this customer is that reaction. i am one of you guys...i am not a big business and see myself as person not a business.

SO now it is just case by case...the vibe we get from buyer....what they are ordering ....if its a returning customer etc. I hate to say this....but if a customer is nice to me , or is a repeat customer I am very quick to make good. But i also go by what i feel is fair and right and don't respond well to hostility etc. I have been more than generous especially with return customers. In this case it was brand new customer buying an item i make very little profit on and I didn't get the best vibe. When i am threatened I dont back down...i dont like the squeeky wheel gets the grease and a threatening customer should be treated better than one of my many sweet customers.

If i get the word from the customer that if the package resurfaces he will send it back then i don't have a problem sending a replacement quick. I guess i am just tired of being burned and maybe i just been unlucky.

I guess i have a lot to learn. To me its not a problem to put just an extra 59 dollar on the credit card knowing that you are gonna get it refunded within 20 days but i realize many people are maxed out and spending there last dollar on the vapes...and if the customer explains that to me i will definitely send them the vape. IF they are hostile and threatening etc it actually makes it harder for me. Those who know me know i bend over backwards for our customer..and answer all inquiries myself. I give a lot of vapes away to people i like and people in hardship. I have sent over 10 vapes to people in hospitals...especially soldiers and i gift wrap them myself. I would bet $100 i give away more vapes per month than any other vendor and if someone wants to challenge me to a giveaway proof thread i am open and I really think i will win. I am a very generous person, and dont like being a hard ass when it comes to giving a potentially life changing vape. I started in this vape biz by literally buying a vape for all of my smoking friends. I really believe in Karma and doing whats right. But more of whats human right...not busines right. And i guess thats where i need to change.

One thing i have really learned is there is a lot to dislike about the post office. I really use to hate them when this happens. and they do it from time to time . Packages go into limbo and i get heat..... the USPS are super cheap...and for vape mail they are the best. When everyone out there is looking to get the best prices anywhere you cant beat the usps for vape mail. One of the reasons i have the lowest prices in the coutnry is that i use usps first class. A new thing i have learned to appreciate is they very rarely lose packages...very rare. They are sometimes 3 weeks late. That has happened more than 20 times....but as for losing packages that is super rare...mabye three times. UPS on the other hand is so much more expensvie....and they have lost so many packages on me and they are getting worse. Fuck UPS and love the USPS.

I love the idea that i am supporting the USPS and even wrote a whole big thing on it. one of my best vape friends (anthony from helpmevape) is an employee there...and i know they take good care of Americans. I am so proud i am helping an american staple which is the USPS and i stand behind them 100 percent: http://www.wakeandvape.com/blog/wakeandvapeandtheusps/ They are sometimes slow....but i have faith they dont lose packages.

You guys if i was just business smart i would refund this customer the second he takes it public on a forum etc... i am not that business smart.

If i was business smart i would have an employee doing all customer support...i answer 100s of emails myself...because i like having the one on one with my customers. I pay employees to do everything else...but i want to interact with the customers myself...but because of a few bad cases like this that make me lose sleep lately....i don't think i am the right person.

Also i am seeing why companies mark up more in retail...and maybe i am losing money offing a 59 dollar sigelie 150 making minimal profit....and minimal profit is not for retail where there is going to be inevitable losses and mishaps such as this.

I am really proud of the job i have done in taking care of my customers...and literally going from an ebay seller to the wake and vape super store in 6 months time.. It really hurts me to end up defending myself in a "hall of shame" in a forum that i am a big supporter of, an official vendor, and major advertiser. I have done nothing but worked with this customer and the USPS to resolve this situation and have been in constant contact with both and did my best to come up with an amiable resolution. The buyer was only 8 days away from a refund but instead went public on mulitple forums which I dont think is right. And i know you guys only see his end.....but try to see mine.

I am losing $59 dollars on this and pubically shamed. I will refund him immediately and i really hope he DOES NOT in this case send the vape back if he does receive the original order....which i still believe the usps will deliver.

I think what you guys miss is that the buyer paid for USPS first class mail not priority.....and the usps will tell you that there is no guarantee delivery time on first class mail...and i say this over and over again in our adds and the blog post above. Occasionally they slip up and a package will go into limbo up to 30 days...

I gurantee the package will be delivered in cases like this..but just ask that some time is given for the usps to come through.

So here is what i have learned and what i will change thanks to this because i am a quick learner:

Maybe its time to switch to mandatory USPS priority which has better tracking and better reliability....and raise my prices a bit. Also built in insurance so i get 50 bucks back if we do take a hit.

I am going to end UPS as an option because i dont have faith in them, they are expensive, and lose to many packages and i take the hit.

After today we are going to have a generic [email protected] email address

We are going to come up with policies that are more "business smart" so that we compete better in a very competitive market.

I

Ashley, you have much more support than detractors. One thing I've learned about our community is that we are "impatient" and very "unforgiving." I have fallen into both of those categories myself, so not just pointing fingers. And finally, I have to say it.....I have only seen 2 posters that have posted so negatively about W&V. In both cases it was their first and only posts. Does make you wonder? Just sayin.......

Great response Ashley, hang in there. Many of us think you are doing a great job!!! Quality products and amazing prices!!!!

CTFX · Jul 18, 2015

What you guys offer is basically what overseas charge at their price. Your store is the best out there price-wise. If you feel change is needed then go for it! At the end of the day this is your business. We will stay with you hun....through thick and thin. No worries be easy

otto85 · Jul 18, 2015

wake and vape said:
Thanks so much to my supporters. You guys know i am genuine and do my best to do right. I was literally crying this morning. I work so hard to ship every day and answer every email. I live for the store wake and vape. You have no idea what i go through lately....i am under a lot of pressure. I feel i have done my best to always do the right thing. I offer prices wholesale low.....vape stores buy from me at my full retail prices. It really hurts when something like this hurts the name i have worked so hard to develop. 99 of jmy customers are sweet even when there is a problem.

But i will change. In less than a week you are going to see us convert to USPS priority on all orders over 40 dollars and raise our prices accordingly. I know i will get heat for raising prices...but its just a compromise.

I dont know if this is the right decision.....but when i wake up crying on a saturday morning...and almost smoked my first cig in 6 months...its time for a big change.

I am also going to hire my best friend who just lost her job to start gift wrapping every vape purchase like i use to do back when i had time.....

i dont want to compete with the other super stores....i think what we offer is completely different.

I don't think ull catch much heat for raising prices to compensate for shipping and if I may throw some words of wisdom, never strect urself to the point of snapping a lot of people love ur company and u for how much u think of us anyone who fits that category will stand by u and ur desicions "don't sweat the petty shit" stress will get us everytime

sent from the back of Otto's bus

Markw4mms · Jul 18, 2015

Ashley, I have yet to do business with your company, but plan to in the near future. I've heard way too many good things about Wake and Vape to be afraid to order from you. I know things happen we don't expect, and with USPS it's no different. I had a package not long ago that made it as close to me as Atlanta (about 40 miles from me), and it got thrown into the wrong sorting basket I guess and wound up going almost 100 miles North of Atlanta instead of here. Needless to say, it delayed my delivery by two days, but I knew the vendor had no control over it. The folks at USPS are human too, and we all make mistakes once in a while.

CTFX · Jul 18, 2015

@wake and vape I had to laugh:
"The USPS is not as sexy as the other big 3 shipping companies (UPS, DHL, Fed Ex)" <------lol that is great!

Nitrowolf72 · Jul 18, 2015

I wonder of all the "haters" and "I'm not gonna order from you" people on here has really ever ordered from Ashley? I for one have ordered from her and not just once but twice. I couldn't be more pleased with a vendor! My first order I changed colors of the mod with a simple email, no problem. My most recent order is on its way and I'm more than 100% damn sure if something else comes along that wake and vape carries and I want one I will order it from them. Their prices are hard to beat and you get extras that you don't get with other vendors. Hell my first order came with a very nice, FREE wrap and vape sock. As far as I'm concerned Ashley and Wake and Vape are good people. Keep up the great work. I've had more problems with my vape gear getting to me or going somewhere because of the usps than any other reason. My orders have always come in a very timely manner from w&v. I'm a repeat customer and always will be with wake and vape when their prices and/or deals are this good. Thanks for everything you do Ashley!!!!

rolltidevaper · Jul 18, 2015

Nitrowolf72 said:
I wonder of all the "haters" and "I'm not gonna order from you" people on here has really ever ordered from Ashley? I for one have ordered from her and not just once but twice. I couldn't be more pleased with a vendor! My first order I changed colors of the mod with a simple email, no problem. My most recent order is on its way and I'm more than 100% damn sure if something else comes along that wake and vape carries and I want one I will order it from them. Their prices are hard to beat and you get extras that you don't get with other vendors. Hell my first order came with a very nice, FREE wrap and vape sock. As far as I'm concerned Ashley and Wake and Vape are good people. Keep up the great work. I've had more problems with my vape gear getting to me or going somewhere because of the usps than any other reason. My orders have always come in a very timely manner from w&v. I'm a repeat customer and always will be with wake and vape when their prices and/or deals are this good. Thanks for everything you do Ashley!!!!

Great question Nitro......was wondering the same thing myself.

Nailz · Jul 18, 2015

Sorry but USPS sucks, or my newest post person does, sat here one day and I see the mail woman come past, know I was meant to get packages, but no packages was in the mail box, I run in and check tracking again and now says delivered, so run back out to chase her down, I tell her and she just says 'oh yea, here they are' and just pulls them out her bag

Then about a month later she delivered another package 3 blocks away, same house number but wrong street, not such a honest person lived there, as they refused they got it, but the mail woman confirmed what she did to her manager, the post office threatened them with the police, and then that evening some kid run up to our door and threw something in my mailbox, I go out and it is my package but in a different envelope with a note saying my kid found this in the street, yea right.

Anyway on subject, I ordered my IPV4 from wakeandvape, got sick of pre-orders being pushed back, and wakeandvape was about the same price, and seemed I was jinxed with the IPV4 as it got held up bad by the USPS, Ashley shipped it out within 24 hours, went to LA, and just sat there for over a week, I contacted Ashley and we both was contacting the USPS, I never demanded a refund or a replacement, was I agitated, hell yes I was, I wanted my damn IPV4 (which I am not using anymore lol) but wasn't mad at Ashley though, she did her part well, but pisssed at USPS, I did receive my IPV4, 2 weeks from the date Ashley mailed it, I have stuff come from China faster than that.

Think it is tough to say who should take the loss, the customer has paid for something, they should get it, but the seller also paid for it too, so why should they lose out either, I think having only priority mail is a smart choice, they seem to look after them better

So even though it was hard getting my IPV4, I without a doubt will order from wakeandvape again, they did there job, and Ashley was quick to respond to my emails, also hard to beat the prices

CTFX · Jul 18, 2015

Well said brother

Spike64 · Jul 18, 2015

wake and vape said:
Who said he was out $59? i Just said that he would get his money after 30 days after it was sent to make sure the post office truly lost the package and its just not late....the post office is at times late...but they very rarely outright lose a package.

you guys are really harsh. why dont you see it from another side? I am not amazon. i am selling a seiglei 150 at 59 dollars i make 3 dollars profit on. Even if i was amazon if you file a package as lost they will still take 30 days to investigate. I am not covered by the USPS. I have to take this loss out of pocket. And i can prove i sent the package so technically i am not liable. But am willing to take the hit after it is clear the post office really lost the pacakge which is 30 days after shipment. What if i refund the buyer and a week later he gets delivered his package? I have no recourse....

The OP didnt buy the product from the USPS....he bought it from you...the issue between the USPS and you is yours alone. If you cant provide the product in a timely manner you'd do well to refund the money. If I had to deal with this issue as a person who purchased from you it would surely be my first and last transaction with you...

otto85 · Jul 18, 2015

I think it's funny how people look at 1 side of the story and don't care about the rest all of u need to look back and ull see that the problem is usps not w&v they've been trying to get it straightened out so educate Yourselves before u look stupid lmao

sent from the back of Otto's bus

5150sick · Jul 19, 2015

I have 5 words that would have solved everything and will solve everything from this point on:

PRIORITY SMALL FLAT RATE BOX

$6 and FREE Insurance.

5150sick · Jul 19, 2015

Wouldn't it be nice to have the tracking number listed in this thread so that way if the package does arrive we could hold the buyer to his word to return the package?

Does everyone who reads this message agree this is a good idea?

To protect the Seller (and Buyer)?

Can the buyer or seller list the tracking number please?

TygerTyger · Jul 19, 2015

5150sick said:
Wouldn't it be nice to have the tracking number listed in this thread so that way if the package does arrive we could hold the buyer to his word to return the package?

Does everyone who reads this message agree this is a good idea?

To protect the Seller (and Buyer)?

Can the buyer or seller list the tracking number please?

Provided the buyer doesn't mind having their location publicized, then ok..... but if they prefer their privacy, it might not be a viable idea.

wake and vape · Jul 19, 2015

its funny how much viability you mods give to a brand new poster...lets protect the buyer. He has never posted here before ....brand new poster and will probably never post here again outside of this thread....what loyalty. thanks guys. lets make sure the buyer has all his needs and privacy protected... never mind the seller who has given you guys thousands of dollars...that dont matter. Cuz we all know vapor joe is not into dollars. How do you know that seller isnt a competitor etc....why not post everything we have? I thought this was the hall of shame and everying was allowed??

John Q Public · Jul 19, 2015

wake and vape said:
never mind the seller who has given you guys thousands of dollars...that dont matter. Cuz we all know vapor joe is not into dollars.

Ashley my sweet. Don't let one customer give you an ulcer. Vaping is filled with drama.
Now about the above quote......
Care to elaborate?

rolltidevaper · Jul 19, 2015

Haven't we beat this dead horse enough. I think we have probably given more input than was necessary. I have confidence that the buyer and seller are somehow working this out based on previous post.

TygerTyger · Jul 19, 2015

rolltidevaper said:
Haven't we beat this dead horse enough. I think we have probably given more input than was necessary. I have confidence that the buyer and seller are somehow working this out based on previous post.

Yup, it's my understanding that his issue has been worked out nicely. In any business, issues come up. My measure of a good company isn't asking IF they have issues arise, because that's pretty much a sure thing.... they will! It's more important to me how the company deals with them. Happily, it appears we can put this one to rest. Thanks @wake and vape for solving it, and I think your new shipping procedures will help to reduce future troubles.

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