VapesDirect West Midlands Limited Avis 

Réponse de VapesDirect West Midlands Limited

31 mai 2026

Hi,

We are sorry you feel this way, however the review does not reflect what actually happened with this order.

Your original order could not be delivered because the delivery address provided was incomplete and did not contain a valid house number. As a gesture of goodwill, we reshipped the order free of charge at our expense.

Unfortunately, the replacement order was submitted with the same address issue, which again prevented successful delivery.

We would also like to clarify that retailers cannot select parcel shop collections or local pickup points on behalf of customers. These options are chosen by the recipient either during checkout or directly with the courier once tracking has been issued.

We have exchanged multiple emails attempting to resolve the matter and understand the delivery requirements, however without a complete and valid delivery address there is very little that either ourselves or the courier can do.

The parcel is now being returned to us by the courier. Once received back, we will process a refund in accordance with our returns procedure.

Kind regards,
Vapesdirect Team

Réponse de VapesDirect West Midlands Limited

28 mai 2026

hi the last order We are sorry to hear you are unhappy with the delivery time.

However, your order was dispatched on time from our side and handed over to DPD within the expected timeframe. The delays on the last two deliveries appear to have occurred within the courier network after dispatch, which unfortunately is outside of our direct control.

We also feel it is important to clarify that “next day delivery” is not advertised as a guaranteed service. Delivery timeframes provided by couriers are estimates and can occasionally be affected by depot delays, routing issues, weather, or local driver shortages.

At checkout, customers are also given the choice between DPD and Royal Mail services depending on their preference, as some areas perform better with one courier than another.

If there is ever an issue with delivery, we would always encourage customers to contact us directly first so we can investigate and assist before leaving negative feedback, as we are always happy to help where possible.

Kind regards,
Vapesdirect Team

Réponse de VapesDirect West Midlands Limited

21 mai 2026

Hi Andy,

We are sorry to hear this, however this is the first contact we have received from you regarding the issue, as no email or support request had been raised with us prior to the review being posted.

As this was also your first order with us, we would not have any previous purchasing history or preference to compare this against.

The pods themselves are manufactured and sealed by Edge, not by ourselves, so unfortunately we are unable to physically open and inspect every sealed product before dispatch. Doing so would mean breaking manufacturer security seals and tamper packaging, which would then understandably lead to complaints from customers receiving products that appeared opened or interfered with.

However, if there is a genuine quality issue, we are more than happy to investigate this further with the manufacturer.

At the moment, the information provided is unfortunately too limited for us to properly investigate. We would need further details such as:
• Which flavour(s) were affected
• Photos of the pods and packaging
• Batch numbers from the boxes
• Whether the liquid itself had changed colour or taste

If you contact our support team directly with the above information, we will gladly look into this further for you with Edge.

Kind regards,
Vapesdirect Team

Réponse de VapesDirect West Midlands Limited

18 mai 2026

Hi,

We are really sorry to hear this.

We have checked our emails, including junk and spam folders daily, and we cannot currently find any messages relating to this issue. We would really appreciate it if you could confirm which email address you contacted us from, or resend the email to info@vapesdirect.co.uk so we can investigate this properly for you.

Please also send over details of the missing or incorrect items and we will do our best to resolve this as quickly as possible.

We are glad to hear you have usually had a positive experience with us and would love the opportunity to put this right.

Thank you,
Vapesdirect