Zero Service Levels.

Last week Thursday i placed an order with Vuse (***) for some pods. Normally i would go and buy them at the shop but having had an operation the day before i was house and mostly bed ridden.

As much as i hoped my order would have been delivered on the Friday i know it was wishful thinking and deliveries are not done on weekends. Monday my order was dispatched and i waited the whole day at home for my order. After 17h00 i had still not received my order so i phoned the couriers to find out where my order is. They told me their truck was hijacked and they need to see if my order was taken or not. While i was upset that they hadn't contacted me to let me know i couldn't blame them for what happened.

I then phoned Vuse to find out what the procedure is in re-sending my items. They said that they need a letter of loss from the couriers and as soon as they have that (should be in the morning) they will contact me. Next day by mid day i had not heard back from Vuse so i called again.

The person i spoke to said they did receive the letter of loss from the couriers in the morning. I asked why i wasn't contacted as promised but he had no answer. I then explained that i unfortunately have to go back to hospital on Wednesday afternoon so if they could please expedite the delivery otherwise there will be no one available to receive the parcel and i would then only be able to receive it next week. I was promised that they would contact Ram couriers personally and get it done. They undertstood my situation and will do what they can to make it happen. They will also contact me and let me know what they managed to sort out.

Wednesday 10h30 i still hadn't heard back from Vuse and called again. They told me my delivery would come today. I asked what about the issue that i was going back to hospital and needed the delivery expedited. The reply was "oh we asked on the back end but never got feedback so we4 didnt get hold of you" I again asked what can be done to get my package to me and the4y just started arguing about it not being their issue, they have done everything they could and i must just wait for it to be delivered. After persisting they agreed to try and get hold of the courier company to see what can be done and they will call me back ASAP. I am still awaiting the call.

So far Vuse has not contacted me once, has not listened to my request for assistance. I even phone Ram couriers to find out what has happened and they stated they received no request from Vuse to expedite the delivery as they do in some circumstances make a plan when asked.

for an international company you are getting let down by your local subsidiaries. By now it is probably to late to resolve and i have to ask someone to come and sit at my house to collect an order that could have been dropped at me without fuss very quickly.

I am going to dust off my old Vape and buy some oils from other companies and start using that again. As much as i like using the Vuse vape and the pods i cannot deal with this level of customer indifference and lack of ownership of problems.