We apologize for your experience with us. It is our job to ensure that you are well taken care when you shop with us.
After looking into your case closely, I was able to find out more details.
On September 12th, we sent out an email to Mysterykiddo due to his failed scan for age verification and asked him to provide his Identification for proof that he is legal age of vaping. We did not hear back from Mysterykiddo.
Then Mysterykiddo sent us an email the next following morning and asked about his order’s status. We indicated that we sent out an “Age Confirmation” email yesterday (which is on September 12th). Then Mysterykiddo sent us an email right away with his ID. After, we thanked Mysterkiddo for his cooperation and went on to process his order.
On September 13th, we notified Mysterykiddo that his item was defective so we do not want to send it out to him. We apologized and politely asked to see if he wants to change to different colors.
4 days later from the date that we emailed, which is on September 12th, Mysterykiddo replied back with the color and demanded us to ship it overnight. After this request, we completely understand Mysterykiddo’s frustration. Since we do not offer overnight shipping, we issued the refund the shipping cost and offered $10 store credit due to the inconvenience that Mysterykiddo went through. We still shipped and covered the cost of Priority Shipping for Mysterykiddo.
After this point, Mysterkiddo continued to tell us that we lied and he wanted us to compensate more to the cost. As a company, we care for all of our customers and we only spoke the truth because customers deserve it. If it is in fact our fault, we will go out of our way to fix it. In this case, we refund the shipping cost, covered the shipping cost for Priority Mail and offered $10 store credit on top.
The case continued with multiple emails to different departments from Mysterkiddo. The reason is that Mysterkiddo indicated that we shipped to the wrong address and he did not receive it. Then we sent him the backend of the shipping system with the correct address with tracking code proved that the package has been delivered. At this point, it is out of our control as we cannot control USPS’s operation. Then, we also offered Mysterkiddo that we will help him file for loss claim if the package does get lost.
We always try our best to ensure all customer’s satisfaction. Especially for cases like this, we want to let the community know about both side of stories. That being said, we are not mad or disappointed at Mysterykiddo because we completely understand his frustration. That is why we offered so many options to make it up for it. If the demands from Mysterykiddo are unreasonable, we cannot go any further.