Hello.
My name is Thor.
Thanks for getting in touch with us regarding this. It was brought to my attention today by Ray earlier, however, I have been completely rushed off my feet.
Firstly I would like to apologise for the inconvenience caused to you. This is certainly something we do not wish for anyone of our customers to experience. I'm not entirely sure why you did not receive an explanation as to why you were refunded as by looking into my records here, looking over your account I see that the reason you have been refunded is due to a dispute that was put forward to PayPal. Based on the time frame of the date of the order, the delivery method and also the PayPal dispute date we refunded you to allow you to buy elsewhere as we did not want you to wait any longer. This is an extremely popular product and we sell hundreds per week due to the competitive price.
We use a very tightly knit and programmed system that allows all forms of communication to come together as one channel per customer, may that be social media, emails, telephone calls etc. This is something that I have invested in heavily and certainly believe is the way forward for online retail and B&M (Coming Soon) Now, I know you have mentioned that you have sent in emails and I'm certainly not doubting that at all, there can be two reasons as to why we have not received those emails.
1) Your email could have been sent over an unsecured networked and or may contain malicious code that you may not be aware of.
2) We have a bug in our system.
I believe it could be number 2. So, naturally, as a result, I have been consulting with my software team to start further testing to find out what on earth is going on.
At the time of your order, we placed an additional order with Vandy Vape for the Kylin tank to compliment our order of the Vandy Vape Pulse BF Squonker stock delivery. Due to the Chinese holiday and the combination of the pre-order of the Pulse BF we had a slight miscommunication with our partners are Vandy Vape which meant extended lead times. For this, I do apologise.
I also noticed that on this particular transaction I noticed that this is for a different individual. Can you please confirm that this is correct?
We take responsibility for our actions, improve and adapt for a far superior service in the future. All feedback is taken on board may that be negative or positive. After all, we are only Human.
Please let me know if you have any further questions and I will be more than happy to answer them to the best of my ability.
Kind regards
Thor
Founder
The Vaping Guru UK Distribution Limited