Unbelievable and Plain Wrong

I try my best to be the most honest, open minded and objective person I can be. I also have compassion for many things, including other people. And I believe that feedback is important.

I saved up a long time, and ordered an item (new) for approximately R1750 from Vape Store. Vape Store sent me the item with torn/damaged packaging.

I have received many items in the past, with packaging that wasn't in good condition. But this wasn't in the same boat. It was damaged and torn, and unacceptable for my usage.

They did NOT mention anything about the condition of the item, on the product sales page, or anywhere else.

Item arrived in a condition that was not the same as pictured. And had obvious packaging damage, as mentioned. Being that this was intended as a gift, it was not usable for me in such a condition. It "looked" as if someone had opened it already, and not very gently too.

After submitting the return form on the website, I get a call out of the blue, and the first thing the caller asks me is "What's my problem?", like I have done something wrong? That caused me a lot of anxiety, and was extremely unpleasant.

During a second phone call, the conversation was more cordial. During the conversation we discussed the condition of the item received. And it was nicely explained to me how the item packaging had gotten damaged.

I was told that during transport, the item packaging was getting roughed up. And some of the items were even coming out of the packaging. I accepted what they told me, and appreciated them taking the time to explain well.

Based on the damaged packaging, and the knowledge that the items had been coming out of the packaging during shipping. I stated that I would like to return this item. And re-order when a new shipment with undamaged stock arrives.

They accepted the return, and didn't mention it being an issue. But then after they receive the items back, they surprise me with a shipping and refund fee.

They did NOT mention any fees being charged, when discussing the return.

This gives me the impression that they are not upfront. And that they appear to treat people as they please.

When inquiring as to why I was charged these costs. They quoted some store policies. And did not seem interested in resolving the matter fairly, or amicably.

I believe they quoted some store policy about "Vape Store is not responsible for any cosmetic damage", yet this was beyond cosmetic damage. The packaging was damaged and torn. It was not as pictured/advertised. The contents may have even come out of the protective packaging during transport (as I was told) etc.

I have never had such a poor experience purchasing an item from anyone/anywhere else before.

I have relayed my experience had, to my friends, family & communities. And cannot find one person that seems to defend or agree with the actions taken by Vape Store.

I have ordered the item I desired from another store since, and received incredible service. They even called me before my item was sent out for delivery, to make sure everything was correct, and to confirm what free gift I would like.

My friends & other acquaintances have also avoided Vape Store as a result, and are seemingly receiving excellent service elsewhere. I honestly feel sorry for Vape Store, considering the revenue lost. I expected I would have a long and positive relationship with Vape Store, based on the recommendation I had received.

But instead, my first experience with them, was the worst online shopping experience I've ever had. And I think what happened was plain wrong.

I spend a lot of effort and time, on sharing positive feedback for good people/businesses. So this is a really rare and unfortunate circumstance, that I have to relay this negative review.

Shame on Vape Store for this deplorable treatment of another human being, let alone a paying customer.

Strongly advise avoiding. And rather supporting a more morally and ethically sound business.

With all kindness & respect.