Hi guys,
I made and paid an order from river supply on may 14th, that order included a few flavorings and a gallon of 50/50 hit satlnic 100mg. they shipped the order just today, after a delay of over a month (they told me their lead times were 5 biz days before ordering) and they gave me a couple responses like that their system didn't work properly that day that's why they didn't ship my order while telling me that they were going to ship it inmediately. I only found out 3 weeks and a bunch of emails later that the issue was that they didn't have that salt nic in stock and thats why I needed to wait 31 days for my shipment. Even today they refunded the cost of the nic salts and shipped everything else.
The thing is that their nic salts gallons are advertised with many in stock on their website, and that's why I was able to buy it. And even today it says they have many on stock while claiming in emails they have none (or at least none for me).
So I think the community should know that, if you have the same experience I had then if (supposing they are not lying to me) you buy the nic salts i bought from their store that says many on stock today, then they might encounter problems with their orders and delays that they are not notifying.
I got pretty upset at then because they handle this affair horribly, first by not contacting me (I contacted them in every communication we had, not the other way around) and telling me about the issue almost until a month passed by and then not even shipping my complete order. I think a bit more transparency should have fixed the situation, I understand that things are rough now with covid-19, but they should have notified me about everything and told me that my order was going to be delayed, not telling me twice that their lead times are 5 days and that they will ship it out inmediately, that removed any good faith i had in them.
Thanks guys sorry for the long post
TLDR: River supply advertise their salt nics are in stock while simultaneously telling me my order have been delayed for more than 30 days because they don't have said salt nic in stock.
I’ve ordered from them twice and twice my order was incorrect. I was given terrible excuses like “we have humans that work here” I told them to get better humans because Bull City has NEVER miss shipped ANYTHING to me with orders of 50 different flavors at times. Btw...both orders to River Supply were 2 flavors. Yes, two flavors. Terrible customer service and their pull/ship system is obviously broken. Two people have to view/check an order before it is shipped where I work, just common sense, they seem to think not. I ONLY use Liquid Barn. Problem solved
River is usually 100% on point. But i did notice they got shut down because of the whole bat flue ordeal and have had some issues now that they re-opend. Im not sure if its because of staff turnover, a backlog of orders to fill, or what the deal is... but i had a similar expierence.
2 weeks of not having my order ship amd i asked what the deal was, shipped next day. Shows up on time, but missing one item. I contacted CS and after 3 weeks of "well ship it out ASAP" they then give me the tracking number for the partial shipment i recieved and tell me that the item has been delivered. I reiterate the whole thing, im finally told the item is out of stock, im refunded for that item, and 2 months later a larger quantity of different item shows up.
I dont hold any of this against river supply tho... i know theyre doing the best they can right now, and every good expierence ive had with them siftens the blow a great deal when something like this happens.
Sorry u gained a few gray hairs from this one tho...
my last order came up short one flavor. even emailed about it. still nothing,no reply. i brushed it off, it's a little over a dollar 15ml. but i won't forget. decided then ,if it happens again i'll insist on correction.
If you say something is in stock, yet you know it's not, and sell anyway based on that false premise: it's false advertising. Complain to your state agencies/people that handle those things.
River supply is an A1 company, im sure theyre just dealing with re-opening after the county forced them to close for over a month... they deserve a little slack is all im saying.
It took me over a month to get my last order over 2 months ago the problem is it should say out of stock online and it doesn’t
I get that... I went through a similar situation with them... you just dont know what theyre dealing with. They could have had a 90%+ staff turnover... the 3rd party they hire to run the website might have left them SOL... dosent help that they wont talk to you about it, but...
Im not saying they couldent have handled this any better... im just trying to shed some light on other perspectives of the situation... from where your sitting being upset dosent help or change anything about it. It might feel good right here right now, but being in that headspace does nothing to remedy your situation or manifest a posative outcome...
A company that has been doing good buisness for years having a few slip ups over a couple months during a global disaster is, IMO, tolerable. Not ideal, but realistically acceptable... further, im grateful that they are even operating at all given how far fucked CA has made things for buisness owners theese last few months. The county they are in is very populated and was hit with some of the states most strict shelter in place orders...
Im sorry youve been given the run around for so long... still, i urge you to count your blessings, celebrate your good health, take a breath, and try to enjoy the rest of your day.
Cheers.
It's not hard to keep accurate track of inventory and have it reflected on a website. They should be pulling from the same spreadsheet/database, in theory.
I'm not from the US (the shipment goes to Miami though), so I can't really complaint with any agency. I just hope no one has the same problem as me.
I was first pretty chill about everything, because of covid-19 and they told me their supply chain was uncertain because of that and so on so I told them like well I will wait no biggie (I had already waited 3 weeks when that conversation happened).
Then when I entered their site again and saw that same gallon I bought advertised as many in stock I got livid and my whole conversation with them changed from don't worry stay safe to I demand my products or a refund inmediately.
River Supply has always been a top notch vendor in our community. I understand your disappointment u/SgtLime1, but what about all of the orders they‘ve fulfilled in the past? I think you should cut them some slack.
I believe they had just reopened when you placed your order? Their CS has always been on spot. I have seen them replace a complete order of 250mg nic that someone found to be harsh without reclaiming the original order.
Everyone should also realize that in times of a pandemic and riots, orders are not going to be fulfilled in a days time. Yes, we are spoiled rotten. Order new nic or VG when the bottles empty, it‘ll be here tomorrow. That was before. Now is different, embrace it. Companies are struggling, mail delivery services are at their worst. What I‘m saying is plan ahead. I order when I still have a weeks supply at hand.
That being said, people make mistakes, I sure do, but what makes us human is to forgive.
While I understand you seem to miss something here. I'm not really upset about the dealy, things happen and my bar is waaaay loer right now because of covid-19.
With that said, it would have taken nothing for them to send me an email explaining everything, that's where your argument falls apart. I cannot accept a company treating me like that when all they needed to do was to send an email (to which I said ok i will wait just stay safe when they told me, just to realize they had the salt nic many in stock at their site, that's what made me really upset...)
Another thing, a 31 day delay is a big deal, we are not speaking about a next day delivery, we are speaking next month delivery. customer protection laws (I look them up actually) state that a company must notify you of the delay and offer a refund, I stopped short of telling that they violated this because i managed to get them to tell me there was a delay on week 3.
Either way, on that point you are right, I was a happy customer of them for the last 2 years, It has never been BCF good, there were some bumps here and there but honestly if we let companies do this then when will they change, at the very least if they notice this they might update their customer service practices and that would be better for us and for them as well. A win win situation at the end.
Thanks sir.
I’ve personally have heard mixed reviews even before everything got shut down: the posts like this are why I’ve stayed clear or them.
The proper way to have handled this is be honest and offer a refund. But since they lied and strung you along and still messed up the order outside of them issuing you a refund and or store credit with some freebies I wouldn’t waste my time. Bull city flavors is much better and they just simply don’t make mistakes. Liquid barn nicotine is also really fantastic. In a competitive market like this when companies pull moves like they did simply shows they don’t care.
I’ve had issues with their shipping for as long as I’ve ordered from them. And I made the mistake of responding to a thread here saying just that, on a thread about the exact issues, and I got such a load of shit for it. I’d been told I was spoiled because I was aggravated that at two plus weeks my order still hadn’t shipped. Customer service is terrible. You are lucky to get a response the first try. I don’t know if it’s that they just don’t hire enough staff, or don’t care. It is off putting. I got an email from them not too long ago asking me to review the customer service. Galling, because it doesn’t matter what most of the feedback is, they don’t improve themselves. Why do they ask? So they can cherry pick the responses and put them on their website? And on this thread, you see people saying things like they are among the best in the business, that’s total bs.
River Supply has a great selection and great prices (the lowest prices on many items), but even in the best of times, speed has never been among their strengths. If you need something in a hurry, use one of the many other vendors who are known for consistent same- or next-day turnaround.
“Fool me once ...”!
Show no mercy and change your supplier.
When you are in business by yourself you may lost a few Bucks because of this amateur company ...
Amateur company? They're a professional outfit with some of the best customer service in the business. Have you ever ordered from them since you have such a strong opinion?
sounds to me, everyone is missing "just one bottle" and not being bothered to say something....
Coupled with advertising items as "many in stock" while physically having no inventory...
...Tells me, this company has a cash flow issue. COVID is a convenient excuse, but any company that will rob their customers for $1.xx per order, and then intentionally give them the run around for hours 'til they quit, is bound to have cashflow problems. They will be out of business next. I'd advise everyone to stop ordering immediately. Enough complaints for $1.xx, BBB takes note..
They absolutely intend for people to give up on that $1. That's a huge profit for a company, $1.xx clean and clear every single transaction, for a company that processes thousands of orders under $10
i understand your frustration and you are totally right, but please try to understand what vape shops are going thru these days just to stay afloat. i mean yeah there are delays, its frustrating, but you got your stuff in the end, and they keep their business running.
No I didn't get my stuff, I got a partial refund and most of my order.
I honestly was pretty chill, looking at the emails maybe I was a bit too chill and calm about it.
What gets me mad is not that honestly, is the fact that they didn't say anything, that I found out because I asked and to top it all up they still have that thing advertised in their website as many in stock while telling me they didn't have the raw ingredients to produce mine...
A good customer service should have contacted me, tell me about the issue and that if I want to wait or not, then it is my responsability if I decide to. I believe there was a communication mistake here and I emphatize with the situation, everyone is living it. But I should be treated with fairness and transparency.
oh i thought you got it sorry. yeah there is no excuse for lack of communication.
btw the stocks on many sites are just a thing from the shop software they using, not a real warehouse thing. they probably have another software to run the warehouse stocks, so yep. its wrong but it is what it is, e-commerce is a bit of a complicated thing to run properly.