Has anyone ever had any trouble ordering from Pangea/vegan store? I ordered some white chocolate, perfume and shoe polish. They never sent a confirmation e-mail, never responded to the four e-mails I sent, and then left out the shoe polish from my order. When I e-mailed requesting info about the polish, they ignored that too.

I believe in the future I'll spend my hard-earned cash at Vegan Essentials. They've never let me down and their customer service is great.

Pangea blows.

Report it to the Better Business Bureau. They'll handle resolving it for you. www.BBB.org.

Good Luck!

Thanks MsRuthieB. They didn't charge me for the polish. It was listed on the invoice, but I didn't pay for it, so it's not really worth pursuing. I think that they just kinda suck, and I'll buy my vegan goods from Vegan Essentials instead.

Really? I haven't had any problems with Pangea, that sucks. Hopefully it will get resolved. Personally, I like ordering from www.differentdaisy.com , Christy (the boss-lady) has called me to ensure that my credit card order was in-fact ordered by me ( my mailing address and credit card billing address are different). I thought that was great she's looking out for her customers. Once my order was a little late due to snow storms and loss of power, so she threw in some vegan chocolates, no cost. :)

Has anyone ever had any trouble ordering from Pangea/vegan store? I ordered some white chocolate, perfume and shoe polish. They never sent a confirmation e-mail, never responded to the four e-mails I sent, and then left out the shoe polish from my order. When I e-mailed requesting info about the polish, they ignored that too.

I believe in the future I'll spend my hard-earned cash at Vegan Essentials. They've never let me down and their customer service is great.

Pangea blows.


That's odd. I don't remember ever having any problems with them. You definately got lousy service! Have you tried calling them?

I have never had any problems with Pangea before or VeganEssentials.
Also, Different Daisy has been great. Christy has called me as well - though I don't recall why. I just remember that she was very friendly and very helpful. I definitely recommend them.
The only ones that I have had any trouble with has been Vegan Mercantile. My order got to me alright and they do respond to emails, HOWEVER, they really ticked me off. I ordered some chips from them that were like a vegan version of Doritos. They were delicious. When I went to order more and didn't see any, I emailed to ask why. Turns out that they weren't vegan! :no: They had honey in them. Ooh, I was pissed! :evil: I didn't think I'd have to check the ingredients ordering from them, but apparently, I should have.

I've ordered several times from Pangea with no problems. Hmmm. I think if you got such lousy service you should send them an email letting them know that you will no longer be purchasing from their site and the reasons why. That way, maybe someone at Pangea will read the email and try to correct the situation. If they don't, no skin off your nose--you'll be getting all your goods from Vegan Essentials anyway.

That's too bad that you had a bad experience with them. I've never had a problem with them, either. In fact, I just placed an order & they e-mailed me right away to let me know that a few of the items won't be in stock for a couple of weeks. I'd definitely try e-mailing them once more to let them know how you feel.

I've found that I get the best customer service from vegan online stores. Their communication is great and they ship their stuff out super fast. I'm partial to Vegan Essentials, though, because they're only a 45 minute drive away. :)

I had a bad experience with Pangea too. I odered a bunch of stuff, and when the package came, only a few of the items that I ordered were there. There was an invintory sheet that showed that i didn't pay for the items that they were apparently out of...but these were the items that i wanted/needed the most, and had I known that they werent in stock before they charged my credit card, i would have said forget it. The dumb little grocery items were not worth the trouble and the shipping costs. I would never reccomend them to anyone. They should have sent an email notifying me that they didnt have certain things that I ordered. Very unprofessional. :(

ive never had a problem with them and ive ordered from them tons of times
practically every month or every other month

last month an item came spoiled even though i bought a cold pack and 2 day shipping...
they gave me my money back for ALL the shipping and the cost of the cold pack and the spoiled stuff

i work during their open hours, so i called them about it afterwork and left a message on their machine about the problem
they called me back the next day and were extremely apologetic

i would call them up

it may not be them but the way their online system works

pangea rocks

If it's on your invoice but you weren't charged is it possible that it's just on backorder? I've never had a problem with Pangea and don't really know of anyone who has.

When possible though I try to order through Vegan Essentials. One of the owners is on VB every so often and in the correspondence I've had with him he's always responded quickly.

I had a bad experience with Pangea too. I odered a bunch of stuff, and when the package came, only a few of the items that I ordered were there. There was an invintory sheet that showed that i didn't pay for the items that they were apparently out of...but these were the items that i wanted/needed the most, and had I known that they werent in stock before they charged my credit card, i would have said forget it. The dumb little grocery items were not worth the trouble and the shipping costs. I would never reccomend them to anyone. They should have sent an email notifying me that they didnt have certain things that I ordered. Very unprofessional.

This is the same thing that happened to me, and is my main complaint (other than their lack of response to my numerous e-mails). They have a minimum order amount, something like $20 or $25 that you have to meet. I live in an area where vegan food items are easy to get, but other vegans goods aren't as easy to come by. I would never have ordered so many snacks just to get the shoe polish I really needed if I hadn't had to meet that quota. Now I'm not so inclined to repeat a big purchase just to get shorted the little (but important) item I really need. Oh well, since most of you have had a nice experience with the company, I guess I'm the fluke, which is good. Nevertheless, I don't think I'll give them another try, there're too many other places to order from.

I hope no one minds but I e-mailed them a link to this thread yesterday morning. All I said was that someone had trouble with their order and that I wanted to bring it to their attention so that they'd have a chance to correct it. I guess we'll see.

Thanks Michael. That was awfully nice of you.

Hi Quizeen,

My name is Shari and I'm one of the owners of Pangea. Of course it's very troublesome to hear problems like this, since it's a prime goal of ours to make sure our shoppers are happy, and in the vast majority of cases we believe we accomplish this goal. If we have made these errors in your case, please accept our deepest and sincerest apologies.

Quizeen, can you please try sending an email to my direct Pangea account: shari@veganstore.com? Or perhaps you could list your email here on the board and we could look into the details of your order? (I realize you might not be comfortable with that, so please don't think I'm trying to insist.)

I suspect there might be a problem with your emails getting through, because you say you never got a confirmation email, and those emails are automatically sent as soon as the order is placed. There's no way for us to forget or overlook sending a confirmation, since it's completely automatic. As far as not responding to four or more emails, I can say with absolute certainty that we would never willfully do that! Our main customer service employee did just move on to a new job, and his replacement isn't as familiar with answering customer emails, but we would never intentionally overlook so many attempts!

There are a couple of other points that I hope you don't mind if I bring up. We do have a minimum order, as you said, but it's not $20 or $25; it's $9.95. This was set up because we used to get too many orders for just a single bumper sticker, and such small orders take up almost as much time and packing material as more substantial orders. We found that we needed to put a minimum order in place, especially since our flat-rate shipping charge typically does not cover the actual shipping costs via UPS.

Also, if the shoe polish was left out of your order, I would imagine that it was put on back order and will be shipped out shortly at no extra cost for the extra shipping. We typically try to let customers know immediately when items are out of stock if the item seems like something major (like shoes or a gift basket), but the person filling your order probably thought the shoe polish wouldn't be urgent. We're extremely sorry for any inconvenience this has caused.

If you can contact us, I promise that we will resolve this situation to your liking. We work very hard to keep our customers satisfied, and we would like to have the chance to show this to you.

Best wishes,
Shari Kalina
Pangea Vegan Products



Has anyone ever had any trouble ordering from Pangea/vegan store? I ordered some white chocolate, perfume and shoe polish. They never sent a confirmation e-mail, never responded to the four e-mails I sent, and then left out the shoe polish from my order. When I e-mailed requesting info about the polish, they ignored that too.

I believe in the future I'll spend my hard-earned cash at Vegan Essentials. They've never let me down and their customer service is great.

Pangea blows.

:up:

:)

Cool! I'll e-mail in a bit.

Hi Quizeen,

Based on the information included in your posts, we were able to track down the details of your order. The order included your email address, and we were unable to find any record of getting email from you (assuming you used the same address to write to us as you used in placing the order). So we think there must have been some problem that prevented your emails from reaching us. We realize it must have been very frustrating to think we were ignoring your questions.

As for the shoe polish, it was indeed placed on back order. There was a note on your invoice saying, "The shoe polish is on back order. We will ship it as soon as it arrives. We apologize for the inconvenience." We have the item on order with our supplier in England, but we unfortunately sometimes have trouble getting imported items shipped to us in a timely manner, and in this case the shoe polish is way overdue. Again, once it arrives, we will charge only for the shoe polish, not the extra shipping cost. If you would prefer not to receive the shoe polish, please let us know.

Once again, we are very sorry that you encountered this problem. We hope, though, given the circumstances described above, that you will give us another chance.

If you have any questions, please feel free to call me at 1-800-340-1200. If I'm not there at the time, I'll be sure to get back with you as soon as possible.

Best wishes,
Shari Kalina
Pangea Vegan Products


Has anyone ever had any trouble ordering from Pangea/vegan store? I ordered some white chocolate, perfume and shoe polish. They never sent a confirmation e-mail, never responded to the four e-mails I sent, and then left out the shoe polish from my order. When I e-mailed requesting info about the polish, they ignored that too.

I believe in the future I'll spend my hard-earned cash at Vegan Essentials. They've never let me down and their customer service is great.

Pangea blows.

Whoops! When I started writing my reply above, you hadn't responded yet. Once I finished and posted it, I saw that you had replied.

I look forward to being in touch. :-)

Cool! I'll e-mail in a bit.

that's nice - it seems to be all sorted out now! :up:

i hope you get your shoe polish soon :)

:lovesign: Pangea! Glad this is worked out! :up:

see! i said there must be some kind of computer glitch!

and i also said how great they are when there are problems with orders

pangea continues to rock!

Hold up there a minute, scareyvegan. I e-mailed Shari on Friday and once again did not receive a reply. My husband is an IT guy and as a result of his hard work our systems (e-mail and otherwise) are in fine working order. I appreciate everyone's help, and the fact that the situation appears to be rectified via Veggieboards, but there are definately some communication issues that will be cautionary to me in the future when dealing with vegan store. I've never had any trouble dealing with any online merchant until now.

Hi Quizeen,

I've been checking my email very frequently since you said you would email me. I didn't receive anything until literally half an hour ago (it is now Sunday night at 11 p.m.).

Honestly, I feel a bit offended by your insistence that we are ignoring you. We are doing the best we can to get in touch with you, and obviously something is not working properly. I gave you a toll-free phone number to call as well, so you could easily have followed up by phone if you saw that you hadn't gotten an email response. If we were truly unconcerned with contacting you, we certainly wouldn't have posted something on a public board where you could contradict us if we didn't follow through.

We haven't had anyone else report any problem with being able to reach us by email. I don't know what the source of the problem is, but I can assure you that we are *not* trying to ignore you.

The email that I finally did receive from you was from a different address than the one you used to place your order. Did you first try writing from your original email address, and then tried sending from a second address? If so, this might give us some information about the source of the computer problem.

I will be replying to your email directly within the next few minutes. If you do not receive this reply, please call our toll-free number (1-800-340-1200) tomorrow (Monday) or just make an additional post to this board indicating that there still seems to be a computer problem.

Thank you,
Shari



Hold up there a minute, scareyvegan. I e-mailed Shari on Friday and once again did not receive a reply. My husband is an IT guy and as a result of his hard work our systems (e-mail and otherwise) are in fine working order. I appreciate everyone's help, and the fact that the situation appears to be rectified via Veggieboards, but there are definately some communication issues that will be cautionary to me in the future when dealing with vegan store. I've never had any trouble dealing with any online merchant until now.

i too have bought from pangea a few times in the past and i just wanted to say that i had completely no problem with them, they were great. i even called them once on the phone and the guy i spoke to was very helpful and friendly. although i can't remember for the life of me why i called them, that is really going to bug me now...

but honestly, they would have no reason to ignore a customer, that would only hurt them in the end. so if they say they aren't getting your emails, give them the benefit of the doubt. i don't think it's very fair to them to be so quick to jump to (nasty) conclusions.