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Business Profile

Smoking Products

Top Green US

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smoking Products.

Complaints

This profile includes complaints for Top Green US's headquarters and its corporate-owned locations. To view all corporate locations, see

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Top Green US has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint 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:06/20/2024

      Type:Service or Repair 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 got XVape Fog Pro 11 months ago. A silicone piece that holds the mouthpiece broke 2 weeks ago. I have been calling the company for almost 2 weeks now, however, nobody returned my calls. I also emailed the company and got a reply to just purchase a replacement part. When I mentioned a 1 year warranty that suppose to cover replacement, the company stopped responding to my emails.I have also emailed several times their headquarters in ***** about the warranty but got no reply.

      Business Response

      Date: 06/24/2024

      The plastic item in concern is not a warranty covered part as mentioned in the user manual ********** of our LIMITED WARRANTY PAGE). We did, however, suggest this plastic item could be purchased from our local web site during our email interactions with the user. The nominal cost for this non-warranty part listed on our web site is only $5.00.

      Once this BBB notice was presented to us, we tried to communicate with the user the next business day.

      We did try to speak with the user to gather more information such as proof of purchase and what may have caused this issue but were only able to communicate via text message and the user stated he would try to reach back out to us within a 10-day period after the free replacement parts is shipped. We do, however, care about the patients ability to enjoy the device and chose to send a one-time non-warranty replacement

      Thank You

      Team - XVape

    • Initial Complaint

      Date:04/15/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      Ive had the xvape vista mini for almost a year with no issues. I have had to order some new parts hear and there for normal wear and tear. Recently broke the main bubbler part of the vape. Bought a replacement. The replacement didnt fit tight and secure so i contacted xvape usa/top green customer service. They recommended new o rings and kept telling me the bubbler should fit and for me to send photos and video. My email would not let me send videos how ever because the files were too large. Ive been dealing with customer service for a week and they keep giving me the run around. Basically telling me i didnt put the device together correctly and that its my fault. There has been no resolution on their end and i even made another purchase to put brand nnew o rings and seals on it like they suggested still to no avail. Their only response is "im sorry, the bubbler should fit tight, send a video" every time. This company has a good product but terrible customer service.

    Top Green US is NOT a BBB Accredited Business.

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