Vat19Reviews of vat19.com

Response from Vat19Oct 22, 2018

Dear Harper, Can you share your order ID so that we can research this for you? I searched your name in our system and was unable to locate an order. I also searched our customer service ticketing system and was unable to find an inquiry under your name. Please visit us at https://www.vat19.com/contact so that we may further assist you. UPDATE: I see that you emailed our customer service department on Saturday morning. They do not work on the weekends (we are a small company), but I responded to your email this evening (Sunday). As I mentioned in that message, we cannot locate an order placed under your name or the email address you contacted us with. Are you sure that you completed the order? Do you have an order ID? Has your credit card been charged? We hope to hear from you so that we can resolve this issue. Thanks! Best, Jamie Salvatori, Owner

Response from Vat19Sep 7, 2018

Hi! I'm sorry to hear that you did not enjoy your Mystery Box. We tend to avoid including items that could melt (such as gummy) during the summer. We strive to include a variety of popular items and we ALWAYS ensure that the retail value of the items included are more than the retail price of the box itself. I would also like to point out that we automatically update our prices daily to be as competitive as possible with other online retailers such as Amazon and Walmart. Again, I apologize that you did not find the surprises to your liking. Best, Jamie

Response from Vat19Dec 14, 2016

Dear Sharon, Thank you for the review and for your recent purchase. I apologize that you were not satisfied. I reviewed the contents of this Mystery Box and I believe that two items are missing. There should have been one tin of putty as well as either a Camera Lens Mug or a Q-Man Magnet. If those items were not included (sometimes they get wrapped up in packing material), please let me know so that we may send those to you immediately. Please note that the Gummy Pizza, Putty, and Magic Milk Straws are some of the most popular items on your site. If your grandson is a fan of Vat19, I'm sure he will enjoy those items. Again, I apologize for the disappointment. At your convenience, please let us know if the two other items mentioned were not included so that we may rectify this situation. -Jamie Salvatori, Owner, Vat19.com

Response from Vat19Dec 14, 2016

Thank you for your feedback. I apologize that you felt disappointed with your transaction. Please note that Vat19 does not charge or collect duties and taxes. This is solely a function of the courier (DHL Express in this case) and the local customs authority. This is mentioned clearly on our website during checkout. We are unable to estimate the amount of duties & taxes prior to a shipment being sent. However, because this customer was so upset that the duties & taxes (roughly $28) amounted to nearly 50% of his purchase, we refunded him the total value of his fees (which we did not collect) as an act of good faith. This customer was convinced we were running some sort of scam. I can assure you that we are not.