ZampleBox
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Bad business practices (updated)
I created this problem for myself by not reading the reviews but I can't blame myself entirely since I didn't actually intend to finalize an order, instead of going through a proper checkout process like every other website it just instantly charges your card. Tried to contact them but their live chat was broken and I couldn't email them either because the captcha on their support page was also broken, after 20 minutes I tried to use a different web browser out of desperation and that somehow worked? apparently they don't like google chrome?? so I immediately got a cancellation email and stupidly I believed that would mean that they would cancel the pending transaction on my card since I cancelled within minutes after ordering, but no, 3 days later the money came out of my account, it's now 8 days later and I don't believe they have even started to process the refund after numerous conversations with customer service through the live chat. Will update review if anything changes but even if they processed the refund today it would be charitable to give them 2 stars, I don't think I've ever dealt with a retailer that is this bad in my life, I ordered a zamplebox once in 2016 and it was great so I just assumed that I would have a similar experience again in 2021, I was very wrong. Avoid at all costs EDIT: This is a response my pending refund situation and the response to this review from Zamplebox. I have changed my review from 1 star to 3 assuming that they follow through and everything works out. What initiated this situation was that I received a 30% off coupon for Zamplebox and I have been looking for an alternative source of eliquid since the vaping ban in Australia. I previously ordered the Zamplebox in 2016 and was pleased with it so I figured it would be a good and reputable place to source American eliquid considering the discount I was offered. The checkout isn't that bad, I just expected a pop-up to appear that asked me if I wanted to confirm my order before they charged my card. The issue was that the section at the checkout to enter a coupon code is quite small, I think you have to open a little dropdown menu to even see the box where you type in the code, because I didn't see this I assumed the section to enter the code was on the next page of the checkout process so I proceeded, and that finalized the order. Overall this process isn't ideal and could be improved but ultimately it was my fault for basing my engagement with the checkout on my previous experiences with other websites while not taking the time and care to assess the page properly. I think at the time I just got frustrated because I struggled so much with contacting support, and it felt like a bit of a scam. That being said, despite this process taking a long time, the customer support at zamplebox responded relatively quickly and in a civil manner, they didn't provide as much information as I would have liked but overall it wasn't the worst experience. It has been 15 days since I placed my order and I have still not received the refund in my bank account, but they have assured me that I will be refunded so I will take their word for it and improve the rating on my review by two stars. I want to like zamplebox, and I feel bad giving them a hard time over this incident but realistically, some of their fundamental systems in their storefront have a lot of issues which reduce the quality of the experience from the customer. I feel like I am a relatively intelligent person, and if I was confused and dismayed by this process then I would assume that other people will likely have a worse experience than I did. Funnily enough, after I cancelled my order, assuming that the authorisation on my card would be cancelled and the money would not be taken from my account, I actually found the spot in the checkout to enter my coupon code, but that was also broken lol after promising 30% off, the code only gave me a 3% discount on my order, subtracting $3 from my $100 USD purchase. At that point I decided to just cut my losses and find another site to order from. That being said, if Zamplebox is genuinely concerned about the ordering experience for customers then I do recommend they take my feedback onboard as I feel like I've identified multiple issues with their website. In terms of the customer service, it was good, but if someone mistakenly places an order and wants to cancel it, what they want to know is that they are getting their money back, and when they are going to receive it, especially around the christmas period where money might be tight for some people. If you don't have the logistical ability to cancel pending authorisations on a card and the transaction has to go through, inform the customer of that, inform the customer when the refund has been confirmed and the amount of time it will take upon cancellation.