Review Time
I have been with Vapemate for years and I can't believe how much the service has declined in the last few months. I placed two orders weeks ago, both orders sent were only part shipped. Waited weeks for balance and then emailed Stacey, my balance had been shipped. In fact only one of orders shipped so I have emailed four times and no response. It was such a great customer service in the past, but another customer lost, well two as I order for hubby too. Vapemate you need to wake up before it's too late and address these problems
I honestly loved this company and stuck with them for years ordering at least 2-3 times a month. The customer service was brilliant and delivery was always quick and reliable. They even managed to collect and resend an order that I had ordered by accident to my old address. However, you will notice a lot of this is written in past tense. They are no longer the company they once were….The mix of the product tends to change weekly, deliveries are unreliable and customer service is non existent! The straw that broke the camels back? My recent order arrived late and wasn’t even close to being what I ordered. According to the invoice it was a vape kit for someone at the opposite end of the country! I am not only disappointed someone got my order but deeply concerned that someone also has my personal details. It’s been a pleasure Vapemate but I’m moving on!
Made an order almost 3 weeks ago. Part of it arrived very quickly with the rest of it due to be delivered later. Time passes by and nothing. Contacted them 3 times asking about the order and zero response from them. Loads of competitors out there. Won't be buying from them again, which is a shame. Love their stuff, but just can't trust them.
Had a small issue with an order stating as cancelled but sorted within one simple phone call. Spoke to an advisor who informed me of the fact they were having to move site very quickly due to issues with the local council. Anyway amazing and friendly service. I’ve been using vapemate for years and will continue to do so!
As I had been critical regarding my Vapemate’s (none) delivery due the 27th July 2021, I feel it only right that I should edit my post of 02.08.2021 with an update.My Trustpilot post of 2nd August was replied to on the Trustpilot site on the 5th August: The reply stated that “We have recently moved location and things have been a bit chaotic”. Later that same day I received an email from Stacey at Vapemate; this was the first contact I had received regarding this issue despite my phone calls and emails to them.Stacey stated that my order was shipped on the 27th July and that Vapemate had not been notified of any issues regarding that delivery, Stacey was as helpful as could be under the circumstanced and requested confirmation of the address Vapemate held for my deliveries.In my reply to Stacey I acknowledge that I understood moving location could indeed be disruptive. However, I felt I had to point out that even under those circumstances it is vital that communication with customers regarding problems and that answering queries was paramount.I also mentioned that in my order confirmation email received on 26.07.2021 it clearly stated that “Once your package ships we will send you a tracking number”, I never received an email with that tracking number. Consequentially, after receiving an email from APC Overnight on the 27.07.2021 apologising that “There has been an unexpected delay with your delivery” I contacted them and was informed that without the tracking number they were unable to help me. Had I received the promised tracking number any problems regarding delivery could have been resolved through APC and my order delivered the following day.I feel it only fair to point out that when the order was finally delivered by APC on 09.08.2021 the packaging clearly stated a date of the 27th July so possibly the problem was down to APC, without the missing tracking number it is hard to verify just were the problem originated.I have been a customer of Vapemate since February 2016 and this has been the one and only problem I have encountered. I respectfully suggest to Vapemate that good communication is essential to good business practice.
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