Long time customer - Received 2 incorrect orders
I’ve been a long-time customer of White Horse Vapor and have placed around 16 orders with them since January 2025, so I’m really disappointed with how my most recent order was handled. I ordered 6 items and instead received 10 completely incorrect items. Unfortunately, this was also the second time recently that I received an incorrect order from them. I contacted customer service and was provided a prepaid return label. I promptly returned everything as requested, but the entire process ended up taking over a month. After my return was delivered, I ultimately had to follow up myself to get an update rather than receiving proactive communication about the status of my return or refund. They eventually issued a full refund, which I appreciate. However, considering that the order was fulfilled incorrectly, I felt that refunding the purchase simply corrected the original mistake and didn't really address the inconvenience of being without the products I ordered for over a month. Given my history as a repeat customer and the fact that this was my second incorrect order, I politely asked whether they could offer a small store credit or discount toward a future purchase as a goodwill gesture. They declined and stated that they could not provide any compensation beyond the refund. I'm glad I ultimately received my money back, but the overall experience was disappointing, particularly as a long-time customer. Mistakes happen, but I think the communication, follow-up, and effort to retain a repeat customer could have been handled much better.
By Brandon L.