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Business Profile

Tobacco Store

The Vapour Trail

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Tobacco Store.

Complaints

This profile includes complaints for The Vapour Trail's headquarters and its corporate-owned locations. To view all corporate locations, see

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The Vapour Trail has 13 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:18/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a new vape on October 16th. It was not tested in the store by the employee. I took it home, charged it, and attempted to get it working. I was told on my purchase that within 7 days if I had any issues to come back with the receipt and trouble shoot/exchange with them. When I went back in on October 18th, I was told they couldn’t help. I needed to wait until a manager was in. I work 9-5 and the manager only works 9-4. I wasn’t even able to leave the device with the store for the manager to look at and call me back. I spent over $100 and was told that they could help if there were any issues. I still have my receipt and I am not impressed.

      Business Response

      Date: 21/10/2024

      Hi There,
      I'm hoping to get this individuals contact info, email address or phone number, so I can reach out and discuss the details further in hopes of resolving the issue.

      - A***** ******
      Senior Manager

       

      Business Response

      Date: 31/10/2024

      I did reach out to the customer at the contact information provided and left a message/email asking if there was a time that worked best for her that we could speak on the phone. I stated who I was and that I was looking to follow-up and discuss the details of her complaint in attempts to find a solution. 
      I did not receive any response. 

    • Initial Complaint

      Date:28/06/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a *****  vaporizer and within 20 minutes returned as it did not allow the smoke through the mouthpiece the worker who was there was not helpful and also struggled and because a puff came out the side not the mouthpiece she claimed it was fine would not exchange it . Or provide a refund , this store apparently does not allow refunds but the signs are behind the door you open and then behind all the bongs on the shelf and not fully or clearly visible. And she did not advise me at the time of purchase of this policy

      Business Response

      Date: 04/07/2024

      Our return policy is posted twice on full size sheets on paper. One is directly beside cash where you pay, the other sign is posted just beside the bongs.  It sounds like the device may have had too much ********* in the coil and leading to a potential clog in the coil's airflow opening. Due to the fact that this is a THC (*********) product, employees cannot test the product, we must guide the customer through it and see what occurs. Due to the personal nature of this product we do not allow returns due to customer (user) error.

      Customer Answer

      Date: 05/07/2024

       I am rejecting this response because: The device never worked and the worker was not even able to show me or prove that the item worked I was told and I called about it originally she said to come back and if it’s defective item that you guys would help me and it is and then when I came back she wouldn’t help me because she couldn’t get it to work and she did not know how to work it.

       

      I also have tried both Bustin and non-busted ********* and it doesn’t work either way the mouthpiece regardless of what you’re trying to do no smoke comes through also when I try to get the girl to help me when she became frustrated that she actually couldn’t get the device work she threatened to call the police on me because I was sad because this item does not work and it has not worked ever There’s also no sign on the cash register at this location you have the sign posted in behind the door when you open it and then in behind a bunch of bongs on the shelf I really should’ve taken a picture because it’s not visible and this should be something that’s directly advised to clients before purchasing because I would not have purchased knowing this.

      and when the girl became frustrated it couldn’t get the device to actually work and threatened to call the police on me because the item does not work and threatened to have me arrested because she sold me a faulty item and I asked her to show me that it works I also asked her could she connect me with the owner or somebody else that could maybe be more helpful she refused and just continued to threaten me with police and when she did threaten me with police she tried to steal my receipt from me and she refused to give it back So I wouldn’t have the proof of purchase or anything like that because she knew that the item did not work . Each time she threatened to call police I did tell her to go ahead and do so I was not being belligerent I was not threatening her I was not doing anything wrong I simply wanted to see the item work because that is what a shop manager should be able to do is to be able to provide assistance And prove that an item is not effective so if you’re unable to test an item how are you sure that works … I could see this being an issue if I returned days later I return to your vapor Trail Spryfield location within 20 minutes was not within days

       

      this is all occurred at the front cash


      Business Response

      Date: 11/07/2024

      Hi There,
      This is A***** ******, Senior Manager of The Vapour Trail. I have been included in the ongoing correspondence about this issue and I'm looking to make arrangements for resolution this coming week.  The customer can send me her contact information via email (******@thevapourtrail.ca) as I don't believe we have contact information on hand. I would like to have her come by a location I will be visiting, with her device, for credit or replacement when we can arrange a time to meet. 
      Thanks a lot.

      Customer Answer

      Date: 14/07/2024

       I am rejecting this response because:
      I tried to email and there’s no reply and no offense when your employee acts like she going fight me and threatens to call police I do not feel comfortable going back and all other locations are super far for me I am out in Peggy’s cove… I am not close this was a special trip which costs money… like $20 to drive in … like coming back is inconvenient for me.

      like your employee tried to keep a receipt and then on top of that slaps everything back into the box then rounds the counter at charging towards me aggressively and shoves an the item she can’t prove works at me after I can back on less then 20 minutes of purchasing. And then threatens me with contacting police ?She actually originally told me to busted **** then when I went back she changed up said non busted I went to the car and tried with the non busted still no luck . I tired everything your employee told me to do 

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