The Ace Of Vapez Avis 

Réponse de The Ace Of Vapez

12 févr. 2021

Hello Mark,

I am very disappointed to see that you have felt that we deserved a 2-star review regarding your experience with us.

You have been contacted and apologised for the mistake and given the reasons for these mistakes as you stated in your review, for example the shortage of staff we have at the moment, the difficulty we have in ensuring that issues are resolved as efficiently as normal due to me having to work from home at the moment and also the delay on incoming supply, all of which were only explained to you in order for you to feel in the loop and understand why the service was not as good as you are used to this time.

The national pandemic that is going on at the moment has caused the issues for us and are unfortunately out of our control, however we are doing the best we can to ensure our customers are affected by these issues as little as possible, unfortunately this isn't always the case and mistakes can happen.

I do however feel that you stating that we had little regard for the fact you were missing some items is a little unfair and slightly false, as from your very first email due diligence was indeed carried out and the issue was dealt with as a matter of urgency by myself. Granted the issue was missed by our already under pressure warehouse staff. which led to you needing to send a follow up email, which again was dealt with as a matter of urgency by myself and you were apologised to profusely and even offered a discount code for your next order. to which I have received no response as of yet.

I am severely disappointed that I have been unable to resolve your bad feelings towards our company on this occasion and I would ask that if there is anything further I can do to turn your review from bad to good that you contact me at your leisure and I will again do my very best to deliver.

Kind Regards,
Steve
TAOV

Réponse de The Ace Of Vapez

18 janv. 2021

Hi Carl,
I'm shocked to hear that you have not experienced the great level of customer service we pride ourselves on when visiting our Codsall branch.

I would like to sincerely apologise for the continues dissatisfaction you have experienced.
The member of staff is correct as far as online prices differ to in store, but certainly not for the increased price, the prices differ for various reasons but should always equal out to roughly the same.

I would be extremely grateful if you could contact me via email with some more details on this and allow me to resolve this for you.

You can reach me at retail@taovdistro.co.uk

Thanks,

Ste
The Ace Of Vapez

Réponse de The Ace Of Vapez

11 janv. 2021

Hi Ali,
Sorry to hear about your experience in one of our retail stores.
I have sent you an email request over for some more information regarding this issue and would love to be given the chance to put this right for you.
I sincerely hope to hear from you soon,
All the best,
Steve
TAOV Customer Services

Réponse de The Ace Of Vapez

4 janv. 2021

Thanks a lot for your kind review, we hope to see you in-store again soon!

Réponse de The Ace Of Vapez

4 janv. 2021

Thanks a lot for your kind review.

Team TAOV.

Réponse de The Ace Of Vapez

4 janv. 2021

Hi Philip
I feel that your 1-star review is a little unfair on this occasion.
Your order was placed during in the Christmas shut down period hence the slight delay in delivering your order.
The request for a review on how we've done is sent automatically to you when placing an order.
If you would be able to edit your review now that you received your order on 2/12/2020 we would be grateful for the feedback.
Thankyou.

All the best,
TAOV

Réponse de The Ace Of Vapez

4 janv. 2021

Hi Paige

Sorry to see that you have felt that you need to leave us a 1 star review.

Regarding the issue at hand we clearly state in our return policies that when returning items to us that we strongly advise that you send us a copy of your returns form, both with your items and an electronic copy via email to allow us to locate the returned items and allocate it to your account for a refund, if we don't have this information it can cause lengthy delays in us locating and processing your return.
Unfortunately you didn't email us a copy nor did you have one on hand when we requested this information.

We also state that we strongly recommend that any items are sent via a recorded delivery service to avoid any delays and cover yourself for any lost/delayed/damaged mail. You also didn't have any tracking information available for us when requested which led to us manually having to locate your items within our returns dept. with no information at all to help us or even know that the items had in fact arrived back and not been lost by the postal service, to which we were unable to do on this occasion.

We also do not operate over the Christmas period which means that when your tracking information was sent over to us on the 21/12/2020 our customer services were closed for the Christmas break and did not return until today, when we have processed the refund for both of your items using the tracking information provided.

I can assure you that we pride ourselves on our customer service and that we resolve any issues with faulty items or returns as quickly as we can with the information we have. And would like to again apologise that we weren't able to help you as quickly as we would have liked on this rare occasion.

If there is anything we can do to resolve the bad feeling about this experience please let us know and we will of course do our best to help.

All the best,
TAOV