This isn't meant to diminish the rough time that many others are having. Those experiences are not the right way to treat a customer, and I hope all of your stories end up well.
I just wanted to mention that I ordered nic base and flavorings from them on the 28th, and they were formulated and shipped on the 30th. It was the first quality nic I used, and I've been extremely happy with it and the concentrates I received.
Those of you having a hard time with them I do feel for, but I think we need data points from everyone's experience to build a consensus as a community. People are less likely to speak up when they receive unremarkably good service, and I wanted to voice that.
I've harassed the hell out of /u/NudeNicotine without placing orders, just inquiring as to process or ideas or theories. Always responded to me. Even called me on a Saturday night at 9pm to discuss some theory I had.
I'm sure like all custom compounding vendors that problems surface. But the big issue with servicing the DIY community is not only do they demand retail service for wholesale pricing, most DIYers are either broke or insanely thrifty.
Bad combination for a market. I discussed with another compounding company about creating a member's only DIY supply company, to keep the riff raff out. Charge a hefty monthly fee and maintain better service through just that.
$50/month for access pays for a full time service person with just 60 members.
From what I've seen, there have been a couple mixups that were worse than barely slipping up. Even a wholesaler would be angry if their supplies didn't ship for WEEKS. Tack on the excuses that seem to be putting the blame elsewhere and you get a mad customer. Even if they don't have to meet retail service, that's not wholesale service either. (I do think they have to meet retail expectations though, because they allow the average DIYer to purchase from them) That said, I've never had a problem personally with Nude Nicotine. I just understand where those that post are coming from.
Edit: I didn't get my entire feelings across in that post. I think that NN is doing a good job. MOST of their orders are shipped on time and without flaws. I think we do only see those that had a terrible experience come out and say something.
Absolutely, and as of yet I haven't met one vendor who hasn't had a serious screw up. Some vendors do CYA better than others, or can afford the CYA placations.
For me, I don't care so much as I'm never in a rush. Retail B&M is where I go if I need excellent service. Online commerce is one step below wholesale in most cases. In order for online commerce shops to afford good service, they either have to have higher prices or higher sustained volumes.
Every shop CAN get to the point where total profit is so good that they can hire a person dedicated to service, but with DIY growing 400-600% YOY, it's not like a shop can just keep expanding without knowing when the bubble will pop.
In reference to that last paragraph, I suspect that's where they're having issues. Along with other companies that are experiences large demand without having time to grow. Their entire staff is probably dedicated to the manufacturing process and sharing the customer service responsibility.
While that sucks, it's sink or swim at that point. I'm seeing people drop them as their nic provider all the time. I actually didn't go with them for my last purchase because I wanted it quickly and didn't want to risk having a bad product. It wasn't even much of a conscious choice. I'm sure other customers make the same kinds of decisions. This means that they need to focus on customers if they want to continue making a profit. Yeah it'll be a lot more work, but they'll be suffering soon if they don't do something.
Edit: They might be incredibly knowledgeable, but an unfortunate truth in this industry is that people expect a superior kind of service.
I ordered mine on Sept. 11 and it was finally packaged this morning. I'm hoping to have it by next Tuesday. That's terrible customer service, especially when you pay for priority. Could have been worse, but terrible none the less.
Edit: The least they could do is post a disclaimer about the current delays do to "remodeling."