Complaints

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.

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 11/15/23 I purchased items from Vapesourcing and I never received it they informed me to file a ************** claim I did and gave them the number and on December 9th they said they refunded the amount on December 8th but I have yet to receive it they said a dispute was out but no dispute was I have been back and forth with them and no communication since December 15 except them saying everytime they refunded on December 8. The bank has no record of a refund being sent. I'd like to have my refund ASAP as I've already been promised the refund but never received it. This is ridiculous and totally unacceptable. Thanks

  

  Business Response

  Date: 06/25/2024

  Dear customer
  Regarding your order #********* placed on the 2023-11-15, we dispatched and sent your parcel on the 2023-11-16, your tracking number is 9400111206204858793853 and the logistical information shows:
  Package status: Delivered (5 Days)
  Country: ************* -> *************
  2023-11-20 11:01 ********************, Delivered, In/At Mailbox -> Your item was delivered
  in or at the mailbox at 11:01 am on November 20, 2023 in **********, *********
  You contacted us that you didn't receive the parcel, i find there is a record that the customer service made an application to refund you with full amount specially but you have filed a dispute in the bank before that, therefore there is no way for us to continue to refund before the bank case closed.
  
  Best regards
  Vapesourcing Team

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Date of transaction was 7/9 (2023) its currently 9/13 and they were first contacted in AUGUST they been going back and forth and coming up with every poor excuse to not honor a simple warranty exchange They item won't charge and is defective and useless They insulted me saying not a permanent product & claim it works (even though. Video shows proof it does NOT) SEE VIDEOS HERE ********************************************************** ********************************************************** and also told me to change "pod" when none of that has anything to do with vaoe bot charging They promised they would help after I provided videos and photos of serial number and since has done absolutely nothing to resolve the issue !! When it's still under 3 months warranty!!!

  

  Business Response

  Date: 09/19/2023

  Hi,there

  The customer have had a lot of orders in our website which we appreciate a lot while we find every time he buy our novo 4 kit ,he alway report a same malfuction and with no helpful vedio (not in High definition  and no serial number ,the vedio look like the same one  every time )
  the manufalture refuse to provide warranty to us every time and we suggest the customer can help us provide  a better proof since we have specially provided him the full after-sales for 4 times 
  we can make a partial refund to cutomer's e-wallet if he insisit on it
  
  Best regards
  Vapesourcing Team

  Customer Answer

  Date: 09/20/2023

  see attachments all lies 
  
  Also here are videos clear as day of it not charging (and you see in screenshots not same video because they said first one was too short also you see i provided serial number and not once have they ever honored warranty ALL LIES 
  
  Here are two videos 
  
  
  ************************************************
  
  
  
  ************************************************

• Initial Complaint

  Date:07/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Made online purchase of $78.80 on July 1st and this company has done nothing but give me the runaround making promises they never keep. I demanded my money back because the games just go on and on but now they won't answer me

  

  Business Response

  Date: 07/21/2023

  Dear sir/madam
  Regarding  the order #********* according to the customer's name, we find the order was placed on the 2023-07-01
  The tracking number is 9400111206203711796994
  the logistical information shows 
  Number: 9400111206203711796994
  Package status: Delivered (16 Days)
  Country: ************* -> *************
  2023-07-17 13:13 ********** *****, Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 1:13 pm on July 17, 2023 in ******, ** *****.
  2023-07-17 06:39 ********** *****, Out for Delivery
  2023-07-17 06:28 ******, ** *****, Arrived at Post Office
  2023-07-16 00:00 In Transit to Next Facility
  2023-07-15 01:12 ****** ** DISTRIBUTION CENTER, Arrived at **** Regional Facility
  2023-07-14 21:51 *********** ** NETWORK DISTRIBUTION CENTER, Departed **** Regional Facility
  2023-07-14 14:47 *********** ** NETWORK DISTRIBUTION CENTER, Arrived at **** Regional Facility
  2023-07-14 10:34 ************** LOGISTICS CENTER, Departed **** Regional Facility
  2023-07-14 05:58 *********** ** LOGISTICS CENTER, Arrived at **** Regional Facility
  2023-07-12 12:33 ************* ** DISTRIBUTION CENTER, Departed **** Regional Facility
  2023-07-12 09:49 **************** ** DISTRIBUTION CENTER, Arrived at **** Regional Facility
  2023-07-12 08:50 ******* ** DISTRIBUTION CENTER, Departed **** Regional Facility
  2023-07-11 20:20 ******* ** DISTRIBUTION CENTER, Arrived at **** Regional Origin Facility
  2023-07-11 19:05 ******, ** *****, Accepted at **** Origin Facility
  2023-07-02 03:36 ******, ** *****, Shipping Label Created, **** Awaiting Item
  ======================================
  Powered by www.17track.net
  
  I believe the customer should have received his parcel, sorry again for the inconvenience caused, feel free to contact us if you have any other requires 
  
  Best regards
  Vapesourcing Team

• Initial Complaint

  Date:07/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 have ordered from this website before and it was weird that when you order something there are several "steps" to your order( payment accepted, 'partial shipped' (that's not my typo, it's theirs) etc.) however I ordered on 6/30 with the only shipping option being 1-4 days. I expected some kind of email but I never got one and here we are 10 days later, no tracking information has been given and supposedly it's still in the payment accepted stage. I've tried to contact the company via email through their chat help bot to no avail, they have a weird time zone that I would have to get in contact with them before 8 or 9 am my time. They at least let me give them my email for them to respond on their time but they have not. I can't get ahold of this company and I still don't have my order.

  

  Business Response

  Date: 07/21/2023

  Dear Sir/Madam
  Regarding the order #********* according to the customer's name, we find the order was placed on  the  2023-06-30 21:39:30
  The tracking number is 9400111206203739486440 and the logistical information shows
  Number: 9400111206203739486440
  Package status: Delivered (9 Days)
  Country: ************* -> *************
  2023-07-12 13:32 ******, ** *****, Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 1:32 pm on July 12, 2023 in ******, ** *****.
  2023-07-12 07:26 ******, ** *****, Out for Delivery
  2023-07-12 07:15 ******, ** *****, Arrived at Post Office
  2023-07-12 06:41 ******, ** *****, Arrived at *************
  2023-07-12 03:43 ********** ** DISTRIBUTION CENTER, ************* Regional Facility
  2023-07-11 12:53 ********** ** DISTRIBUTION CENTER, Arrived at **** Regional Facility
  2023-07-11 06:58 In Transit to Next Facility
  2023-07-11 06:13 In Transit to Next Facility
  2023-07-11 03:18 ******* ** DISTRIBUTION CENTER, ************* Regional Facility
  2023-07-10 21:09 ******* ** DISTRIBUTION CENTER, Arrived at **** Regional Origin Facility
  2023-07-10 19:54 ******, ** *****, Accepted at **** Origin Facility
  2023-07-04 11:48 ******, ** *****, Shipping Label Created, **** Awaiting Item
  ======================================
  Powered by www.17track.net
   
  The dispatching job was delayed by the warehouse colleague caused by the weekend and lackage of manpower , we can afford  a partial refund of shipping fee to customer's e-wallet 
  
  Best regards
  Vapesourcing  Team

• Initial Complaint

  Date:06/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 filed a previous complaint that was closed. That complaint # ********. The business is saying they are taking care of this, but I have not heard anything in a few days. They continue asking me to jump through the same hoops and with every email, there is another ask, hurdle or loop to jump through. The latest email said they dont have the color of the items in stock I ordered. I agreed to different colors and hear nothing back. Here is what I need. I need a confirmation the items have been shipped even though they arent the colors I originally ordered. I also asked the business to expedite shipping for me. I placed the original order on May 29th. Please leave this open until I have the items in my hand. **************** is not communicating. If you need additional documentation, please let me know. Ill continue checking my spam box to see if you need anything.

  

  Business Response

  Date: 06/26/2023

  Hi there
  Regarding customer's order#********* according to the customer's e-mail address **************************
  I find the customer bought 3 items from 2 warehouses,Both the parcels are delivered
  HHWNO3149000952YQ sent from ******** warehouse 
  2023-06-12 16:43
  **********, ** *****, Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 4:43 pm on June 12, 2023 in **********, ** *****.
  
  9400111206203113573971 sent from *** warehouse
  2023-05-22 13:00
  **********, ** *****, Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 1:00 pm on May 22, 2023 in **********, ** *****.
  
  we believe the customer should have recieved our e-mail cause on the 2023-6-13 ,the customer contact us and report that he received the parcel with no items inside ,we have also rearranged the delivery for him considering he is the new customer to our webiste 
  the tracking number for the resending parcel 
  HHWNO3176002031YQ
  it is still in the delivery 
  
  Best regards
  Vapesourcing Team
  
  
  
  

• Initial Complaint

  Date:06/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 received an empty package from this company. The two items in this package were worth $144.95. The company requested I take photos of the box and explain the situation which O did. They then asked me to file a claim with the post office. The post office wont file a claim because the package is insured. The company now continues to email me asking the same questions *** answered. Im stuck ina **** getting nowhere. I want my items or a red bd.

  

  Business Response

  Date: 06/19/2023

  Hi there
  Regarding the order #********* ,we find the customer have two parcels.
  The tracking number are 
  1. HHWNO3149000952YQ from ******** warehouse DELIVERED  BY HUAHAN LOGISTIC
  2. ********************** from ** warehouse  DELIVERED BY ****
  The logistical information shows that both the parcels are delivered successfully ACCORDING TO THE WWW.17TRACK.NET
  Number: HHWNO3149000952YQ
  Package status: Delivered (15 Days)
  ************** -> *************
  2023-06-12 16:43 **********, ** *****, Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 4:43 pm on June 12, 2023 in **********, ** *****.
  2023-06-12 07:49 **********, ** *****, Out for Delivery
  2023-05-30 08:29 *********, ** *****, **** Awaiting Item, Shipping Label Created
  2023-05-29 13:24 *****, Shipment information received
  ======================================
  Powered by www.17track.net
  
  Number: **********************
  Package status: Delivered (5 Days)
  Country: ************* -> *************
  2023-05-22 13:00 **********, ** *****, Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 1:00 pm on May 22, 2023 in **********, ** *****.
  2023-05-22 06:10 **********, ** *****, Out for Delivery
  2023-05-22 05:40 **********, ** *****, Arrived at Post Office
  
  2023-05-18 01:38 ******, ** *****, **** Awaiting Item, Shipping Label Created
  ======================================
  
  The customer just contact ** and claim that one parcel was arrived with no items inside and another one was undelivered,  we are also confused with this situation while we are still willing to provide free after-sales  customer service, we can resend the parcel after we confirm the address information with the customer 
  Best regards
  ********************** Team

• Initial Complaint

  Date:04/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 ordered with you guys and have tried to get in contact with you guys multiple ways on different occasions and nobody has ever answered me back and I have not got a tracking number on my order so Ive been contacting to get a tracking number and to see what the issue is

  

  Business Response

  Date: 04/13/2023

  Hi there
  We have responded to the customer's e-mail but it seems that the customer didn't receive them
  his tracking number is
  9400111206203356581016
  the logsitical information shows it already been delivered successfully
  
  Number: 9400111206203356581016
  Package status: Delivered (4 Days)
  Country: ************* -> *************
  2023-04-07 14:43 *********, ** *****, Delivered, In/At Mailbox -> Your item was delivered in or at the mailbox at 2:43 pm on April 7, 2023 in *********, ** *****.
  2023-04-07 09:23 *********, ** *****, Arrived at Post Office
  2023-04-07 01:20 ******** ** DISTRIBUTION CENTER, Arrived at **** Regional Destination Facility
  2023-04-06 00:00 In Transit to Next Facility
  2023-04-05 22:11 ******* ** DISTRIBUTION CENTER, Departed **** Regional Origin Facility
  2023-04-05 20:38 ******* ** DISTRIBUTION CENTER, Arrived at **** Regional Origin Facility
  2023-04-05 19:23 ******, ** *****, Accepted at **** Origin Facility
  2023-04-04 03:18 ******, ** *****, Shipping Label Created, **** Awaiting Item
  ======================================
  Powered by www.17track.net
  
  Best regards

• Initial Complaint

  Date:03/14/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 4 ************** KOKO vape pods (2 purple - SKU# UWEL037K04 and 2 green - SKU# UWEL037K05) on 12/8/2022 and was charged immediately on 12/9/2022 in the amount of $123.96. My order number was *********. I received email notification on 12/16/2022 that there would be a delay because the items (color Green) were not in stock (although they appeared as available on the website). They said if the items were unavailable they would provide a refund. I responded to the email that I would like these items in any color. The expected to receive my items in **** working days and asked if I would prefer the item in purple. On 12/19/2022, I received notification that the order would be slightly longer because the purple item was out of stock and they asked me to choose another item as replacement. I waited and then in February I received one purple vape pod in the mail and waited, thinking the others would follow once in stock. I have never received any other products and sent an email on 3/12/23 requesting a refund for the 3 items I did not receive.I have not received a reply or a refund from the company and would like the refund to be resolved. The total for the 3 items not received was $25.99 each for a total of $77.97. I am not requesting a refund of the $20.00 shipping charge that was added on.

  

  Business Response

  Date: 03/14/2023

  Dear customer 
  Sorry for the unpleasant experience, i have checked your e-mail and i find the customer service have replied to you and noticed for several times
  i have informed them to refund to you immediately ,please don't worry 
  Best regards

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 product and after 2 days, did not receive a tracking number or update, found out the physical address on the website belongs to different company and I promptly messaged the seller, and they typed to me in broken English and did not answer my question about a refund I requested.please intervene to help facilitate this refund process.

  

  Business Response

  Date: 03/14/2023

  Hi dear
  i have checked the order and i find our customer has already help the customer cancelled the order and refund to him 
  Best regards
  

• Initial Complaint

  Date:02/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  1st ORDER NO PROBLEM. 2ND ORDER I WAS TOLD THEY (VAPESOURCING) PUT THE WRONG ZIP ON THE LABELS BY THE POST OFFICE SO IT WAS RETURNED TO *********************************************************** PS CUSTOMER SERICE NO HELP AT ALL DESPITE MULTIPLE EMAILS.. CONTACT NUMBER INVALID.., STILL AN OPEN CLAIM BECAUSE THEY ARE NOT KEEPING MY $300 WHEN THIS COMPANY CLEARLY HAS A SCAM GOING ON! ORDERED AGAIN AND ONLY BECAUSE 1ST ORDER WAS GOOD AND LOW AND BEHOLD OHHH SENT FROM DESTINATION INTO ********* WHERE IT SHOULD HAVE BEEN DELIVERED THEN BACK TO ****** **********.. I WANT MY $287.83 CENTS BACK.. DO NOT USE THIS COMPANY EVER!! SCAM ARTISTS I AM DISPUTING THIS CHARGE AS WELL AND WILL BE NOTIFYING THE POST OFFICE ONCE AGAIN AND TAKING THIS HIGHER UP! THIS IS FRAUD MY ZIP IS VALID AND HAS BEEN UNCHANGED SINCE MY 1ST DELIVERY!! POST OFFICE SENT PIC OF LABEL ON FIRST PACKAGE AND ZIP CODE WAS ****ED OUT WITH A SHARPIE AND A LINE DRAWN THROUGH THE TRACKING NUMBER CODE WHICH IM TOLD BY THE POST OFFICE PREVENTS THE PACKAGE FROM EVER BEING SHOWN AS RETURNED TO SENDER. IS THIS NOT MAIL FRAUD?? POST OFFICE ALSO PUT NOT DELIVERABLE AND DID NOT **** THE MAIL AS RETURN TO SENDER IN THE SYSTEM DESPITE STAMPING IT SO. THE BUSINESS HAS NO NUMBER LISTED TO CALL AND THROUGH INVESTIGATING MYSELF I FOUND A CONTACT NUMBER ************** WHICH GIVES A MESSAGE STATING INVALD. LOTS OF COMPLAINTS YET THIS COMPANT HAS A RATING OF B+?!? SHOULD NOT EVEN BE BBB ENDORSED, Ill HAVE YOU KNOW I CHECKED BEFORE I PLACED ORDER BECAUSE BBB ENDORSEMENTS USED TO BE ACCURATE AND TRUSTWORTHY. PLEASE ATTEMPT TO CONTACT THE COMPANY VIA PHONE OR EMAIL AS THEY RESPONDED LONG AFTER VIA EMAIL AND RESPONSE KEPT SAYING OUT FOR DELIVERY IN ******, **!! I LIVE IN *********** . THE REAL SLAP IN THE **** IS IT GETS TO THE POST OFFICE HERE THEN IS SENT TO ****** **. THIS COMPANY CLEARLY HAS A SCAM GOING ON AND INVESTIGATIONS & FORWARDING ON THE FEDERAL GOVERNMENT SHOULD OCCUR! PLEASE HELP! PIC OF 1ST MISSING PACKAGE LABEL ENCLOSED (SENT BY ******

  

  Business Response

  Date: 02/13/2023

  Dear Sir/Madam
  regarding the customer's order he mentioned #********* ,the tracking number is 9405511206203520259829 which delivered by the usps.
  the latest logistical information shows 
  Package status: Out for Delivery (43 Days)
  2023-01-09 00:00 In Transit, Arriving Late -> Your package will arrive later than expected, but is still on its way. It is currently in transit to the next facility.
  2023-01-09 09:39 ************************, Out for Delivery
  2023-01-09 09:28 ************************, Arrived at Post Office
  2023-01-06 13:03 ********* ** DISTRIBUTION CENTER, ************* Regional Destination Facility
  2023-01-06 13:02 ********************************, Addressee Unknown
  2023-01-05 21:44 ********* ** DISTRIBUTION CENTER, Arrived at **** Regional Destination Facility
  2023-01-05 05:25 ******************************, Arrived at **** Facility
  2023-01-05 05:10 ******************************, Arrived at Post Office
  2023-01-05 00:49 ********* ** PACKAGE SORTING CENTER, Arrived at **** Regional Destination Facility
  2023-01-04 11:06 ********* ** DISTRIBUTION CENTER, Arrived at **** Regional Facility
  2023-01-04 05:54 ************** ** DISTRIBUTION CENTER, Arrived at **** Regional Facility
  2023-01-03 21:41 ******* ** DISTRIBUTION CENTER, Arrived at **** Regional Origin Facility
  2023-01-03 20:26 ************************, Accepted at **** Origin Facility
  2023-01-02 07:52 ************************, Shipping Label ******** **** Awaiting Item
  
  We do believe the delivery meet some unexpected trouble and we can handle this for the customer while the customer already have filed a dispute in the bank, and the transaction amount was on held by the bank, we respond to the chargeback center and this case are still in the lost status ,therefore we believe the customer will get his money back in few days
  
  Best regards
  Vapesourcing Team