Complaints

This profile includes complaints for Ejuiceconnect.com, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Ejuiceconnect.com, LLC

  1440 Coral Ridge Dr Pompano Beach, FL 33071

• 

  Ejuiceconnect.com, LLC

  PO Box 350 Coral Springs, FL 33071

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:02/19/2025

  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.

  Well I did love this company until as of recent the order I received about 4 weeks ago that included either old, expired or possibly fake coils in it. Ive reached out to them several times now by phone and email and filed an official request for replacements online as they instructed me to do and they have just ignored me. I bought 4 packs of vaporesso GTI replacement coils and every coil Ive used since purchasing them has been bad. I get an awful and harsh burnt taste after 3-4 days of using the coil no matter what flavor juice I use. So needless to say they lost my business because of the lack of care to respond to a customer when they said they would take care of me.

  Business Response

  Date: 02/20/2025

  We sincerely regret to hear about your experience and appreciate the opportunity to address your concerns. At Ejuiceconnect, we strive to provide quality products and ensure customer satisfaction.
  After reviewing your concern, we want to clarify that coils do not expire or degrade over time. Based on your description, its possible that the issue may be related to the wattage setting exceeding the manufacturer's recommendation or the priming process. Proper priming is essentialcoils should be fully saturated with e-liquid before use, and wattage should start low before gradually increasing to the desired level to prevent burning.
  That said, we understand that every experience is unique. If you believe the coils are defective, we are more than happy to assist. Per our return and refund policy, we would gladly accept any remaining unopened coils for a full refund. Please reach out to our customer service team to facilitate the return process.
  We appreciate your feedback and value you as a customer. Please let us know if we can assist you further.

  Customer Answer

  Date: 02/20/2025

   
  Complaint: 22960521
  
  I am rejecting this response because:
  I did reach out to you starting on January 30th and your customer support team over 5 times and every email and phone call I made was ignored. When I initially emailed someone from your company one of you responded and told me to fill out this form on your site and we will take care of you was written in that one email I received and that was weeks ago. And Im not an idiot I know what wattage my coils are supposed to be set on and I know how to prime a coil as Ive been using this brand of coil for over 4 years! Like another reviewer said he thought the items you sold were not authentic and Im starting to agree with that remark also. Youre just trying to deflect and not take any accountability over ignoring a customer until they go and share their review on a legit website! 

  Sincerely,
  
  **** *****

  Business Response

  Date: 02/21/2025

  The customer's complaint about vape coils being "expired" is misleading. Vape coils are made of metal and do not have an expiration date or degrade over time. If the coils were truly defective, she could have reached out via our contact form at the time of purchase, and we would have gladly provided a prepaid return shipping label for a full refund. However, she did not follow this process.
  While we understand that product issues can be frustrating, we cannot provide refunds or replacements for items that were never returned. Our return policy is in place to ensure fairness and consistency for all customers, and we stand by those policies.

  Customer Answer

  Date: 02/24/2025

   
  Complaint: 22960521
  
  I am rejecting this response because:
  I did reach out via your customer complaint form 3 different times and was ignored and so were my phone calls and voicemails were also ignored. This company is trying to deflect and lie about how I shouldve contacted them when I did contact them within a week of receiving my order! Its funny how they only respond to me when I make a post on the BBB Website! Shame on you for making customers go to these lengths to get some acknowledgment from you regarding issues with orders. These coils are not true Vaporesso GTI Coils and you can make all the excuses up you want but youve lost a customer 
  Sincerely,
  
  **** *****

  Customer Answer

  Date: 03/06/2025

  Youre **** fools! You have no clue that this business is selling bootleg vape products and using **** to deliver them when there is a ban against using ****, ups and ***** for the delivery and transport of vape products! Shame on you for not listening to the customer! 

• Initial Complaint

  Date:10/16/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 Spent around $150 for bootleg **** products from this company. I reached out and customer service wouldn't do anything. I've used these types of products for quite some time, so I know what to look for. None of the products I paid for (9 items) had "worked" as claimed in the descriptions. I was completely ripped off. This was my first time trying this companies hemp products.

• Initial Complaint

  Date:06/08/2024

  Type:Billing 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 had Credit One credit card and they were charging me $8. Plus a month. I tried calling them to stop membership and there was no way of contacting them. I called my bank and had a stop payment and they are calling me and I told them that I don't want this card and that I shredded the card. They hit my transunion credit score of 749 and put against my credit score for non payment of 30 days and dropped my score down to 665. I don't want this company to keep harassing me.

  Business Response

  Date: 06/13/2024

  We do not have ongoing recurring billing or subscriptions, not do we report to the credit bureau because we are not a financial institution or credit issuer. Attached please find the customers order history, last order, which was charged back and her matching signature for receipt of that package,  

• Initial Complaint

  Date:05/20/2024

  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.

  I purchased two smok stick r22 vape kits in October of 2023. I use the same devices to cut down on costs of coils, never a problem with smok that wasnt promptly addressed. The package came in and my son was taken to hospital for emergency surgery and spent all of November in the hospital, thus, I didnt have a chance to check out the vapes. The first I opened died in 3 days and the second within 7. I contacted ejuiceconnection and they blew me off, stating I would need to contact manufacturer. So, no problem, I did as I have done before for warranty issues. Heres the rub; they werent recognized by smok because they didnt have authentic codes for smok to reference them to. So theyre either counterfeiting, selling B products at A prices, or simply selling returned and defective items to unsuspecting customers.

  Business Response

  Date: 06/18/2024

  I'm so sorry you have experienced an issue with your SMOK device, and I can assure you all of our SMOKE products are authentic. We have a 30 day return policy regarding defective hardware, and had it been returned within thirty days we would have gladly refunded your purchase. SMOK offers a quality guarantee period of SIX months from date of purchase ('Warranty Period') on their products, but you purchased this item over eight months ago, and the manufacturer's warranty coverage expired two months ago. 

• Initial Complaint

  Date:03/15/2024

  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.

  Hi, I ordered on 3/3/2024 my package was sent elsewhere. Not to a different address in my town but to a completely different state. This isn't an issue of a customer putting the wrong address in the order confirmation details. This is an issue that occurred at your warehouse when putting labels on packages to ship out to customers. It's been 2 weeks since I ordered. I have been insanely patient, I have been courteous, understanding, and polite. But I've essentially got no info prior to today about what would happen with returns, which this isn't even a return it's an exchange to get the items I rightfully paid for and paid shipping for. You guys could have made this so simple by just having each of us send the right package to the right person. You've wasted 2 weeks of my time and the other customers time, not to mention I wont be getting a refund until my package arrives. My issue is completely unresolved, I've even been on this site before and ordered and never had any issues. I see no reason why there would be issues now. My order number is 958411.And right here it says if it was my fault that I would be liable. " is the sole responsibility of the purchaser to provide the correct shipping address information at the time of placing the order and additional shipping costs will apply on all orders that are returned due to incorrect shipping information." But im not liable. the label was put on the wrong box while still in your facility. This has nothing to do with ***** misdelivering. This happened while getting customer information ready for shipping, there is no other way this could have happened.

  Customer Answer

  Date: 03/18/2024

  They still have not issued a refund although the package I sent back has already arrived. 

  Business Response

  Date: 03/18/2024

  We are so sorry this has happened and apologize for the inconvenience. We have confirmed receipt of your return, and have issued a refund.

• Initial Complaint

  Date:11/27/2023

  Type:Sales and Advertising 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.

  EJuice. Connect offers discount codes and then charges a % of the total order before discount to the tax line. This amount is higher than state tax and above ******** tax where I reside. This is a unfair business practice tracking customers into thinking this is a legitimate state or federal tax. I have a text from this business saying they include a handling cost in the tax line.Tax is included on all orders (regardless of state) including a handling feeThis is a deceptive practice. Please let me know what other information you need EJuice Connect: MAILING ADDRESS:************************************************************************* P.O. box #*** Website: **********************************

  Business Response

  Date: 12/06/2023

  We endeavor to remain compliant with all state and federal tax requirements. Effective 01/01/2018, ******** is imposing a tax at the rate of 5 cents ($. 05) per fluid milliliter of vapor product. Vapor product means any nicotine liquid solution or other material containing nicotine that is intended to be used with or in an electronic smoking device. Nicotine products ARE taxable by quantity regardless of pre- discount coupon pricing.

• Initial Complaint

  Date:11/22/2023

  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 placed an order on November 13th with e-juice connect. I ordered a Zeus sub-ohm tank and a pack of five coils for the tank. I ended up getting an email said that it was delivered and I searched my mailbox the porch and with neighbors for a week in a row never getting the package. I reached out to the company and let them know I never did received the package and the only thing that they're trying to do is get me reach out to my credit card company which has nothing to do with this problem. There's no resolution to this so I told them I was going to reach out to you guys to get this resolved. They did not try in any way to help me they just told me to reach out to my credit card company which is ridiculous I've never been told that. I have all the emails that were sent back and forth and they still was no resolution. I ordered this almost 3 weeks ago now and I'm pretty upset that I don't have my item or refund. At this point I only want to refund and do not want any other dealings with the company

  Business Response

  Date: 11/24/2023

  I am so sorry to hear of this. While it is certainly not the experience we want any of our customers to have, we require a direct signature for all orders to ensure packages are received by our customers at the delivery address listed on the label. The tracking shows you have indeed received and signed for the package: Please see the attached screenshot of your ***** delivery. 

  Customer Answer

  Date: 11/28/2023

  I did not sign for this package and never received it.  I'm out over$70 could you please help me with getting a refund.  This isn't right the delivery driver just types in that I signed. My signature is not anywhere on that.  I would love to know how to get my order or money back because I thought that's what you guys was going to help me with. Thank you for your time and it is appreciated. 

• Initial Complaint

  Date:10/27/2023

  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.

  10/27/2023 They make a public offer on their website, advertising reduced rate (half) on shipping totaling $9.99. They are billing me $19.99. They exaggerate the weight of the items being shipped so they don't qualify for the reduced rate. it's quite simple when the weight of each item is on the package. They also offer coupons they don't honor. They sent me an e-mail soliciting my business, for 30% off any order over $150. My total that order was $280. I went through all the steps putting my credit card info in and going through the ** verifying process, which took over 30 minutes. so, a total of 45 minutes later and then they did not accept the coupon. I texted with ****, who will work extremely hard not to do anything. He then made me go through a vetting of info, screen shots, and then e-mailing him the email of the coupon, and still said "nope, can't use it." what kind of business does this to customers? Today ****, again, comes up with the items being **** lbs. It was 15 items at 2 oz, and 5 items at 4 oz. which total 50 oz. in lbs that is ***** lbs not over 3.5 lbs. and not equaling **** pounds, even with a small box.

  Business Response

  Date: 11/24/2023

  I am so sorry you have experienced issues with our site. We continually upgrade our platform, and endeavor to make the ordering and shipping process as quick, easy and streamlined as possible. I would need your order number to look into this matter since I am unable to find any recent orders that match the corresponding information you provided on this complaint. Regarding our age verification process, we are required by federal law to verify the identity of our customers to ensure they are over the age of 21, and to protect against identity theft. I'm sorry if you had difficulties, but it is the law. 

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20792426
  
  I am rejecting this response because:
  My complaint was not answered. My complaint was not because of age verification.   They completely ignored the complaint that they offer discounts and points earned, then at checkout did not give me the $20 off I had earned from my last order, and denied me the advertised $9.99 shipping.  This is every order, and happens to everyone that orders, according to reviews of this corrupt site.  I am unable,at this time to upload the site information because they will no longer let me into my account to show.  Since I filed this complaint, I cannot access my history, or anything from their site.
  Sincerely,
  
  *************************

  Business Response

  Date: 12/06/2023

  We had discontinued our points program as of July 2023, and instead implemented higher value discount codes, which your household has taken advantage of since your last order in August 2023.  Our shipping rates cost more than $20 per package using ***** w/signature. The signature is a federal requirement. We are charged by dimensional weight, and absorb a portion of the cost, in addition to robust discount codes. There is a notation stating whether or not your order qualifies for a reduced shipping rate for padded envelopes, which is clearly stated prior to completion of checkout.  Shipping is calculated according to package size and weight. 

• Initial Complaint

  Date:04/27/2023

  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 ordered a variety of juices from EJuiceConnect on Wednesday, the 15th of March. The order ****** shipped very quickly, but ***** never delivered it to me, even though the tracking (************) says "Delivered". I confirmed that I placed the order with my correct address (*****************************************************************************************), and stayed at home all day at my apartment by myself to sign for it, but no one ever came. I looked all over the place, where delivery drivers sometimes leave things on front of the door or in front of the apartment, but it was nowhere.To add insult to injury, the shipping info on ***** says "Signed for by: RCLEGGS", which is my name with an "S" added to the end.I opened a case with ***** and worked with them in person, which they then showed me that someone signed the package with a scribble and a dot (definitively not my signature); they were under the impression that the driver was involved, and told me to "contact the shipper and initiate lost package procedures". There is nothing more I can do according to them, since everything else (claims, etc..) needs to be done by the sender.I proceeded to call EjuiceConnect, leaving a concise message, no response. Then I called again, the next day, no response or callback. I then emailed their ********************************* address, no reply. I emailed again two days later, no reply. I emailed a final time, explaining that I would have to submit a chargeback through my credit card company, no reply.It's now a month later, and my credit card company rejected the chargeback. I'm out money, and I never received my product, nor did I get any help from EjuiceConnect. I would like the product I ordered, or my money back.

  Business Response

  Date: 05/31/2023

  Hi there, 

   

  We apologize for the delay, and any inconvenience this order may have caused. According to our records, a chargeback was filed on April 4th, 2023. Due to this, we are unable to offer any refunds or adjustments on our end. 

   

  Thank you,

  *** 

  Customer Answer

  Date: 05/31/2023

   
  Complaint: 19990176
  
  I am rejecting this response because:

  The chargeback was cancelled on 4/27 by *************** ("The provisional credit that was previously applied to your account in the amount of $76.22 will be reversed on an upcoming billing statement."

  F5727003M000CC 04/27 04/27 SECURITY ADJUSTMENT ********* ** 76.22

  (See attached email and Credit Card statement). Credit One took the chargeback back from my account and reimbursed you. I'm still out $76.22, I still don't have my product, and you still haven't helped me with the situation with ****** What do you recommend we do?

  Sincerely,
  
  *******************

• Initial Complaint

  Date:01/17/2023

  Type:Billing 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 was attempting to place an order however I received an AVS error message stating my billing address was incorrect but no option to select an address outside of the ** since I am not located in the US.I later received a notification from my bank showing the charge was successful and my account shows a holding on my balance.No Order# was generated nor was the order successful.I had refreshed and tried again but unable to do so since I have no balance on my account.Charged: $42.12 Date: Jan 14, 2023, 11:35

  Business Response

  Date: 01/24/2023

  Hi there, 

   

  According to our order information, your order 862829 placed on 01/14/2023 at 11:17PM was not completed, and the charge was declined on our end. What you may have seen was a pending authorization hold that has since dropped off. Please let us know if you have any additional questions. 

   

  Thank you. 

  ***