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Business Profile

Vaporizers

Arizer
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 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:21/05/2025

    Type:Customer Service 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.
    On Sunday, May 18 at 12:21 AM, I contacted Arizer via email (*******@******.com) to request cancellation of an order (Order #*************) I had just placed, before payment had been processed or the item had shipped. Despite this timely request, no one from Arizer has responded, and the order status still shows as "processing." I followed up via the contact form on their website but still have not received a response. I’m concerned the order will ship even though I made it clear, well in advance, that I wanted to cancel. I do not want to go through the hassle of returning the product, especially when I acted responsibly to cancel before fulfillment. I should not be penalized for their lack of communication. This delay is also costing me a chance to purchase a different item (the Arizer XQ2) elsewhere at a much better price, which I cannot afford to miss out on while this order remains in limbo. Desired Resolution: Cancel the order before it ships Do not charge me for the order If already charged, I expect a full refund without requiring a return

    Business Response

    Date: 22/05/2025

    Hi ******, thank you for reaching out. I'm very sorry for the delay in responding to your cancellation request, but please note that Monday was a Holiday here in Canada which is why your request was not fulfilled until Tuesday. Your order has been cancelled and refunded, but the emails confirming this may have ended up in your Spam/Junk folder. I hope this helps, but please don't hesitate to reach out if you have any further questions or concerns.  

  • Initial Complaint

    Date:22/02/2024

    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.
    Purchased an **** and the heating element died within the year (Error 5), and again, and again. The last time they told me I would have to pay for repairs going forward. I asked for them to just send me a new device as this one is obviously faulty, they said they had sent me a new one last time and that this was an issue affecting less than 1% of their products ** ******* **** so too bad for me. I have dozens of arizer devices in my circle, my siblings have several arizer devices, *** ** ** *** ******** *** ******** *** we haven’t had this issue till the newer devices. Ten year old devices are still kicking, newer ones need to go back every year for repairs.

    Business Response

    Date: 22/02/2024

    We are very sorry to hear you've experienced these issues with your **** -- this is far from the typical experience our customers have with our products; it is not a lie that the defect rate of our products is well below 1%.

    With that said, the limited 2-year warranty on your device expired on November 17th 2022, and we've already gone over and above the warranty terms by replacing the device for you in January 2023.  Regretfully you do not qualify for any further warranty service for this device, and as per our Sales & Refunds policy, returns for refund are only accepted for 30 days from the date of purchase for new/unused products, so your purchase from November 17th 2020 does not qualify for a refund.  Furthermore, you paid $199.99 for the ****, not $350.00. 

    Your request for further warranty service or a refund has been denied because you've owned the device for well over 3 years, we provided warranty coverage during (and beyond the warranty coverage period), and we've offered you significant discounts towards the purchase of a replacement device. 

    We'll be happy to arrange for you to send the device in for examination and testing, and we'll repair it if possible, or we'd be happy to honour the discounts you've been offered.  If you'd like to proceed with either of these options please let us know and we'll be happy to help.

     

    Customer Answer

    Date: 29/02/2024

    I am rejecting this response because: I’ve supported this company for over a decade, I have multiples of every device they’ve ever made and asked for a working device or a refund, arizer has chosen to hide behind warranty and decides to leave me with a device that breaks every year. Furthermore arguing that I’m only out $150 while sending me an invoice for the $343 dollars spent on the device and accessories that are only usable with a working device (this was a package deal).


  • Initial Complaint

    Date:03/01/2023

    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.
    The solo is constantly saying error 5 it’s been well looked after and about 15 months old but it won’t heat up

    Business Response

    Date: 11/01/2023

    Hi *******, thank you for reaching out. We are very sorry you ran into this error with your Solo II, but are glad that you emailed our Support Team on January 2nd so we could help push through a Warranty Claim for you to get it fixed up. Please don't hesitate to contact our Support Team again if you have any questions or require further assistance. Kindest regards - Arizer Tech

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