Before the ban I would always get my orders from Element within 2-3 days. And I understand they’re trying the best they can with limited options. They shipped my order right away, just like they always did. Unfortunately, the shipping company they’re using completely dropped the ball. I do not blame Element for the shipping delay. HOWEVER, because this is the shipping company they are now forced to use, odds of me placing another order are slim, unless I can’t find it elsewhere and I’m in absolutely no hurry!
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I’m hoping things smooth out over time. Hopefully they will keep working on bettering their delivery systems as time goes by. As you noted, the tracking system used at present is a real mess. Not sure what it was supposed to tell me. If they are enforcing the signature required there needs to be a way to schedule a delivery. I think at least for awhile we will continue to have a mess.
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That’s why I’m keeping an eye on this thread. I’m just gonna watch for updates from everyone as time goes on and wait until things get ironed out. I don’t think that will happen unless they find another shipping company though. I did the research, on most forums GLS is rated 1 out of 5 stars.
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Contact your credit card company and contest the charges. Then see how fast it moves. Vendors don’t like being challenged by their payment system. It hits them in the pocket with higher fees. At least your credit card company won’t charge you till it’s settled.
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Soooo…the latest on my EV shipment….it’s been bouncing around Phoenix for almost three weeks, tomorrow would be 20 days that it got hung up in one place and according to the new shipping rules I was going to contact them in the morning. Then suddenly it showed “delivered”. It was never en route to my state, never out for delivery, and it shows signature status as “missing” (all of this is because the package never actually was delivered!). So, I emailed EV and we will see what happens next, but I just thought I would post an update that things are not looking good for the new delivery method
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Just thought I’d post another update since EV states their customer service responses “may be delayed 48-72 hours due to extreme volume of tickets”. However, 72 have come and gone and the only communication that I received from Element Vape was an electronically generated page about what to do if your package is lost.(The same page posted on their website) Of course this was of no help whatsoever because my package isn’t lost per se, (I guess that depends on how you look at it) tracking shows that it’s been delivered and it hasn’t. Tracking also shows the signature is “missing” and that even though it was supposedly delivered, it never left Phoenix Arizona and I live in New Mexico. So I know that initially I said “you can’t blame EV, blame the shipping company”. Element Vape’s customer service has been nonexistent! I’ve actually had to deal with them once before in the past when they sent me a wrong item, and they used to be really good. But unfortunately it looks like things have gone downhill. I’m about to file a complaint on the BBB website and I noticed other people having issues with them lately too. It’s sad really because they used to be one of my favorites because of their extensive inventory selection. I honestly wouldn’t even mind if the package was still floating around and they were just trying to figure out this new delivery system. But that’s not the case, its marked delivered, EV sent the automated email letting me know it was delivered……and yet. Ok, I’ve been going on and on for awhile now and I sincerely hope if any of the rest of you ordered from EV that you had better luck. But I honestly believe I’m pretty understanding when it comes to customer service, I don’t expect miracles, I know things take time, I’m not quick to place blame, I always try to offer reasonable logical solutions. But you can’t do any of these things if customer service is not willing to communicate with you, and what I’m learning through recent research is that EV customer service (or lack of) is going downhill…FAST!
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It’s a shame but I’m done ordering from them unless I see something in the future that indicates they have turned things around. I truly hope you get refunded at least. Do appreciate you leaving updates.
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That’s how I feel too right now. The last thing I want to do is say bad thing about a company that I feel really was a great company. But at the same time, if a ship is sinking, it’s human nature to get people in the life boat. And if EV isn’t able to effectively do business right now, people should know. If it was just me, I might not have posted, but after some of the things I read on BBB I thought I would share.
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So……latest update….I still have yet to hear back from EV, however….you know that “Route insurance” they add on for a few bucks when you go to checkout? Well, I filed a claim through Route and they weren’t able to replace the order because of age verification (I’m assuming because they can’t verify your personal info like you do when you place an order, which makes sense). They issued me a refund minus taxes and shipping. So the original order was $132.86 and I got refunded $114.95. Now on the one hand, I don’t think I should have been the one to have to eat the cost for an order I never received, on the other hand I appreciate Route handling the issue so quickly, especially when EV customer service seems to be on permanent vacation.
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The deeper you go the weirder it gets. I’m pleased to hear you got the bulk of your money back. Also, appreciate you posting this. Never seen anything quite like it, lol.
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I just know that since the shipping ban, everything is so different for most of us, and I thought people would want to know that EV customer service has disappeared completely. I am legitimately sad about that because they really were one of my favorite places to order from. But I can no longer trust a company that doesn’t respond to issues. And on top of that, I had to pay for the pleasure of all the aggravation, I just don’t know. I wanted to place an order from VaporDNA last night, but I’m worried they might use the same shipping company since they’re also west coast. But even if they did, that doesn’t mean their customer service would be as bad, I’ve never had a problem with them before. But then again, I never had a problem with EV before either 
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It’s a dark time for the industry. I’m wondering how many businesses will survive. How many cancelations/ claims can a company endure? If it were my company I’d be working full time to fix the shipping problem. Without that stabilized nothing else I do would help.
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I’ve had good luck with ECM and MyVPro since the ban with no issues. It’s taken maybe 1-2 days longer than before the ban and personally I think that’s pretty impressive!
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That is impressive. I’ve used MyVPro in the past. I’ll put that on the “go” list.
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Why couldn’t they verify your info? I had a site ask me to take a photo of myself while holding up my Driver’s License for verification. It was my first selfie, and I found it damned hard holding a phone one-handed and hitting the screen to snap the shot while holding my D.L. up to my face in the other, all the while trying to look like I was awake. (it was 4 A.M. - isn’t that when you order your vape gear?). 
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And you may be right. But I’m assuming when it’s a third party trying to verify your info it’s a little different. Honestly I don’t know…I’ve never tried to place a vape order in someone else’s name. I wasn’t about to argue that with them when they were the only ones communicating with me. Would I have liked to have my order, yes. But considering $2.30 went towards Route insurance when I placed my order and THEY are the ones that gave me the $115 refund while EV still isn’t responding to emails, things could’ve been worse.
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I understand your disappointment with EV. They used to be very good with customer service. I really appreciate you sharing your experience with us. And I’m very sorry you had to deal w/ EV’s delivery service’s non-delivery of your order. I hope they find a new (reliable) service. The vape mail ban caused a lot of retailers to close shop. I’d really hate for EV to follow suit because they couldn’t find a reliable delivery method.
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