Vape Shop - Ireland Arvostelua 29

Vastaus yritykseltä Vape Shop - Ireland

Päivitetty 4. jouluk. 2025

The order number and details you initially provided were incorrect, which is why we were unable to find any payment or matching order yesterday.

However, the main cause of the delay was the incomplete and incorrectly formatted shipping address you entered during checkout (I have sent it to you by email).
This error is what caused the delay with An Post.

Once the correct information was clarified, we confirmed the payment and verified that your order was dispatched on the same day it was placed, using standard post.

Please check your mailbox and your local post office, as parcels with incomplete addresses are often held there for collection.

We would like to clarify that we have NOT received any payment from you for any order.
No transaction was registered on November 29th, and no funds have been received under your name or email.
Naturally, we cannot ship goods for free to anyone.

Vastaus yritykseltä Vape Shop - Ireland

Päivitetty 13. marrask. 2025

RE ; Hi,

A confirmation email simply means that the order was created, not that it was paid.
If a payment doesn’t go through, our system still generates an order number — that’s standard for every online store.

If you truly believed you had paid, the normal thing to do would be to request a refund from your bank or from us. You didn’t, because there was no completed payment to refund.

Please check your bank again — you will see no money was taken by our store.

Calling us a “scam website” over an unpaid order is unfair and completely incorrect.TO RECEIVE ANY ORDER, PAYMENT MUST BE COMPLETED FIRST.
POSTING A NEGATIVE REVIEW FOR AN UNPAID ORDER IS UNFAIR.

Vastaus yritykseltä Vape Shop - Ireland

5. marrask. 2025

We’re very sorry for the inconvenience. Unfortunately, some of your messages went to our spam folder — it sometimes happens. Over the past few weeks, right before the new vape tax came into effect, our shipping team was completely overwhelmed with orders.

Your parcel was shipped and the tracking number is CN077180051IE. We work with An Post (Irish Post), and although we support our local postal service, we admit it can cause delays and misunderstandings.

A delay report has already been filed with An Post, and they’ve assured us that the tracking information should appear today (05/11).

We truly understand your frustration, and we kindly ask for a bit of patience and understanding — your order is on its way.

Kind regards,
Jack – Electronic-Cigarette.ie Customer Support

Vastaus yritykseltä Vape Shop - Ireland

18. lokak. 2025

Hi Robert,

We’re very sorry for the situation you experienced.

At the moment, we’re facing an extremely high volume of orders due to the upcoming vape tax increase. The traffic on our website has been enormous, and despite our best efforts, this has occasionally caused temporary system errors — including account access issues and delayed stock updates.

In your case, the product was already sold out before the system refreshed, so we immediately refunded your payment to avoid further delay.

Please accept our sincere apologies — our entire team has been working 24 hours a day trying to handle the unprecedented demand. It’s truly been a challenging period, and we regret that this caused you frustration.

Kind regards,
Jack – Customer Service Team
Electronic-Cigarette.ie

Vastaus yritykseltä Vape Shop - Ireland

18. lokak. 2025

Hi Mikey,

Thank you so much for your kind review! We really appreciate it.

Most of our happy customers simply keep coming back, and that’s exactly what has allowed us to keep going strong for over 15 years in Ireland.

Thanks again for your support — it truly means a lot to us! Kate

Vastaus yritykseltä Vape Shop - Ireland

Päivitetty 15. elok. 2025

We are sorry to read your review, but we believe it is unfair given the circumstances.
Your order was placed on 12 August 2025 at 13:49 and dispatched the same day via standard post, as the order value was €27.98. Unfortunately, your messages went to our spam folder, which delayed our response — for this we sincerely apologise.

We fully understand that delivery delays can be frustrating, but leaving such a negative review after only 24 hours from placing the order does not reflect the actual service provided.
We assume the parcel has now arrived (15 August), as standard post delivery in Ireland typically takes a few working days.

We remain at your disposal should you need any further assistance.

PS: I was also informed that on August 14th an attempt was made to contact you by telephone from the telephone number 087... ...5929, but unfortunately the call was not answered.

PART 2 : Dear Mary,

We would like to clarify a few points regarding your order and recent review.
We provided the phone number from which one of our staff members attempted to call you on 14 August. In accordance with GDPR regulations, we did not disclose your personal details to anyone. Unfortunately, the call was not answered.

Your order was dispatched via An Post on the same day it was placed (12 August). While most deliveries arrive on time, delays or even lost items can occasionally occur with standard post.

We believe your reaction and review are disproportionate to the actual circumstances, especially given the short timeframe between placing your order and leaving the review. To avoid prolonging unnecessary discussion, we have refunded you in full. If the parcel eventually arrives, please feel free to keep it.

We truly believe we have handled this matter as professionally as possible, and we find your review to be unfair. Amount refunded
€ 27.98 (EUR) has been refunded. Details of this refund can be found in Related transactions for Transaction ID 1170...53...2.

Kind regards,
Jack

Vastaus yritykseltä Vape Shop - Ireland

Päivitetty 25. kesäk. 2025

You called us yourself and demanded a refund before we even had a chance to ship your order. We refunded your money within minutes — and now you post a review saying the items never arrived and calling us a scam? That’s simply false and unfair. Some people just can’t be helped Amount refunded
€ 20.99 (EUR) has been refunded. Details of this refund can be found in Related transactions for Transaction ID 11692355361.

Vastaus yritykseltä Vape Shop - Ireland

21. toukok. 2025

We understand your frustration, but your comment does not reflect the full picture. Your order was dispatched shortly after it was placed. The delay was caused by Irish postal sorting, which is outside of our control.

You did not contact us by phone or email. In many cases, customers later discover our emails in their spam folders, depending on their inbox settings. Had you reached out, we would have resolved the issue immediately — as we always do.

Our shop, electronic-cigarette.ie, was the first vape shop in Ireland, established in 2010. In over 15 years of operation, dissatisfied customers have been extremely rare — and when problems occurred, they were nearly always caused by postal delays, not our service.

As we understand, the parcel eventually reached you, which confirms the delivery was never withheld or ignored on our side.

Making accusations without giving us a chance to help is not fair.

Vastaus yritykseltä Vape Shop - Ireland

12. tammik. 2025

We sincerely apologize for any inconvenience caused by the delay in your delivery. As you may be aware, external factors such as increased post-holiday volume and unexpected weather conditions, including recent snowfall, have led to significant delays within the Irish Post network. Unfortunately, while we strive to ensure timely delivery, such issues are beyond our control.

That said, we value our partnership with the Irish Post, which enables us to offer free shipping on orders over €19.99—a service unmatched by other vape shops in Ireland. With over 100 orders dispatched daily, we are committed to providing the best possible service to all our customers.

Since our launch in 2010, we have proudly been the first online vape shop in Ireland. Over the past 15 years, we’ve served thousands of satisfied customers, and thankfully, complaints have been few. Unlike some competitors, we do not engage in paid review practices. All feedback, whether positive or critical, helps us to improve our services further.

We regret that your experience did not meet your expectations, but we believe it is unfair to question our integrity or suggest avoiding our shop based on an isolated issue. We remain dedicated to offering high-quality products and excellent customer service.

Kind regards
www.electronic-cigarette.ie