Unprofessional
Unfortunately, my experience with Vape Supplier has been increasingly frustrating.
Contrary to the impression given that orders placed before 5pm are dispatched the same day, this has not consistently been my experience. On numerous occasions, I have placed orders well before the cut-off — sometimes around 3pm — only for them not to be dispatched until one or even two days later.
The delays themselves are frustrating, particularly as a business customer relying on stock to fulfil orders, but the bigger problem has been the lack of meaningful communication when something goes wrong. When I've contacted support, responses have repeatedly been along the lines of “I have raised this” or “we're waiting for the shipping team to get back to us”, without a clear explanation of what has happened, when the goods will actually leave, or any meaningful ownership of the problem.
When a supplier delays an order, there is a knock-on effect: our customers are then left waiting, while we're left unable to give them accurate information because we haven't been given any ourselves.
I've placed substantial orders with this company, so I don't think it's unreasonable to expect reliable dispatch, transparent communication and a proper explanation when advertised service levels aren't met. I've also experienced price increases that weren't clearly explained, which adds to the frustration.
Occasional delays happen in any business, and that's understandable. What isn't acceptable is when delays become a recurring experience and customer service provides generic holding responses instead of actually resolving the issue.
Vape Supplier could provide a considerably better B2B experience simply by being realistic about dispatch times, communicating delays proactively and giving customers straightforward answers when something goes wrong.