Great service and fast shipping

[Bloodburn]

I received all my orders within 10 days of ordering each time. This is with a free shipping option shipping from the US to Thailand so it is quite fast.

I love how all the invoices are written to thank me with cute stickers all over. This makes me feel like part of a family eventhough I’m a customer.

One thing I would like to request PXS to improve on is to wrap oil bottles with some tape around the neck to prevent leakage. My order of XiST came in first with a bit of oil leaked inside the sealed bag.
My second order of A1 lost maybe 1-2 ml from the bottle. I can see oil all over the bag that if I tilt it, I can see that much oil at the corner. It must have leaked through the cap around the neck of the bottle. I haven’t open the bag as I’m waiting for support to get back to me.

[Bloodburn]

Almost a week and I still have yet to get replies from support team regarding my leaked order. Great experience with products but Customer service is lacking.

[XSteveO]

Thanks for posting, however when checking the ticket system we have zero tickets from you. Every time a client submits a ticket a unique identifier is issued called a ticket number (i.e. TT1234 -two letters and 4 numerals). If you didn't get this unique identifier you did not submit a ticket to the system, or something went wrong. Customer service can only be lacking if the customer actually contacts customer service!

Sometimes we have people simply reply to the sales email which does not go anywhere.

We do our best to notify everyone of this with the following verbiage: "Please DO NOT REPLY to this email if you have any questions. Contact us at our support suite for super-fast assistance: https://pheromonexs.com/support/"

We ship a whole lot of these oil bottles all over the world and while we did have a quality issue with the dropper caps so we worked with the supplier to come to a compromise. All you would have to do is take a quick picture of the bottle still sealed in the plastic bag and open a ticket. Again there is no record of you sending a ticket so I kindly request you please submit as reply your ticket number so I can further investigate.

Appreciate the advice but as to taping the bottle that doesn't work. There's a lot of factors like glue getting mixed in and now instead of a small amount of oil lost you have a entire bottle worthless corrupted from other unknown variables. Believe me we put a lot of thought into all that we do.

Sometimes customs open orders too which is totally out of our control. We do our very best to ensure our customers experience is a good one, so please help me so I can make sure we are not dropping the ball here. Hopefully its a simple misunderstanding.

[Bloodburn]

XSteveO Thank you Steve for replying in this thread personally. I did submit the ticket twice through the support page without signing in however using the "Please click HERE to Submit a New Ticket". I can't sign in with my own username or email (it says mine is not in the system).

When I clicked send, it stated the ticket has been received. There was no unique identifier or anything given on the page like this, https://imgur.com/a/IeNuw .

I did also sent emails to support@pheromonexs.com instead of using the support page twice because I thought the support page might have went wrong on me. That should have gone through unless your email system is blocking every email coming through or no one is reading them. They weren't replies to sales emails also, I always read every line of an email.

Don't take this the wrong way, I love your products and services. I have a lot of purchase history importing from the US for decades so customer support system and service contacts is not something I'm new to. "I found support page, ok I can't signin and no registration link. hey there's a link at the top that's must be it... No reply for days, maybe I should submit again. Hmm, still no reply maybe I should send email instead. Emails always get through no matter what. Nope." That is my experience. I suggest your support page may need fixing.

update: after your post, I did submit another 2-3 tickets using all my available browsers and iPhone. Even on different networks and cellular networks just to rule that out. No, no unique numbers.

[BobiiJo925]

I sent you a ticket from support about an hour ago. I've not yet seen a reply to it however, it was sent to the email in your account profile.
Thanks

[Bloodburn]

BobiiJo925 Hello. I haven’t received such email from support. Not even in my junk folder. I can receive sales and support(order) emails from PXS fine though.

[Ixist]

Bloodburn If all else fails just call them. Every time I called someone always picks up. Just make sure it’s during their working hours. I’ve even spoke to SteveO a couple of times.

[Bloodburn]

Thank you Ixist . I understand I can always call them but I never have to call abroad like ever for all other issues I had with imported products. I believe email support has to be at the core of support for any company (I used to work as customer support rep for IT company) especially for international customers. They never have to call when email is lightning fast and no cost to deliver.

As quoted by XSteveO "

Customer service can only be lacking if the customer actually contacts customer service!" , so what if a customer does in fact contact for support on both fronts through support page and email. The support page is not working as intended for that customer but he would likely never know, this still means the customer service is lacking to him when the page shows "inquiry received".

P.S. I've checked my email thoroughly again, no ticket email from support. I use Hotmail domain and I can receive all emails from sales and support(when place an order), paypal, ebay, other mone companies, gaming websites, etc., all of them just fine.
update: Just submitted another ticket through support page. This time using my gmail mail. Still nothing.

[Ixist]

Bloodburn Ok, customer service issues are not resolved on the forum anyway. Best way is to contact them directly. You can call and leave a voicemail with your order number and issue. Also leave your contact information like email or phone number.

BobiiJo925 already sent you a ticket from support, so they are trying to help you here. Maybe somehow the email option was disabled on their end? That’s a possibility. I’m sure they’ll fix it if they become aware.

In the meantime calling might be an option.

[XSteveO]

If you can't login, that's a problem. I'll get this fixed today

[idle]

Hey there Bloodburn

Can you check your email now.
I have just resend you an email with your user name and password for the support platform.

If you haven't received the email yet please do PM me and i will look into it further

[Bloodburn]

Ixist Thank you for all the help. I understood customer service is not solved through forum by any mean. It’s why I haven’t posted my pictures or order number here.

XSteveO BobiiJo925idle Just received the portal login details email. I’ll login once back home.

[BobiiJo925]

Customer service means everything to us. Truly you guys are the only reason we're here and we do everything in our power to keep you smiling.

[BobiiJo925]

Ixist you're right calling is always an option we are more than happy to talk to you guys and help solve problems, sometimes tech issues happen and when they do we are available to answer the phone from 1am until 4pm central standard time Monday-Thursday and until 2pm on Fridays.

[Bloodburn]

BobiiJo925 I can login and submit tickets now with the email sent from idle . Thank you for the great support everyone in the team and Ixist . I have now submitted my ticket.

[BobiiJo925]

Got your ticket. Thanks for your patience.

[Bloodburn]

I got my issue solved and I can say PXS has one of the best customer service. Truly amazing.

[BobiiJo925]

Thanks