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Business Profile

Electronic Cigarettes

Cloud Factory

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Cigarettes.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:09/12/2024

    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.
    Purchased four Raz Vapes for over $60. When purchasing tested all four of them with cashier as suggested to make sure they were not defective. One of them was clearly defective. In the past when this has happened to me the whole batch is defective so I requested for her to give me a different flavor instead to avoid this happening again. This is one of my favorite flavors and I know exactly what it is supposed to taste like and how a vape works. She said she could only open the same flavor again and when doing so that vape was again defective and was doing the same thing the first one did. I explained to her that this wasn't my fault that both dates were defective and then I tried to get her to not open the second one but she said since she opened to that she could not do anything else for me and I was stuck with defective vape. I asked to speak to an owner or a manager and she declined saying that she was the only person that I could speak to and that I could do nothing about it I was stuck with the defective date that I spent over $20 for. She refused to give me a receipt I refuse to do anything for me so I left the store with my defective vape.

    Business Response

    Date: 10/26/2024

    One defect may happen very rarely as they are electronic cigarettes. We do not manufacture these products ourselves nor do we receive credit for defects. It is evident that the customer did not like the flavor which is why He/She was so disturbed by the fact that we replaced the defective vape with the same flavor... If at that point the vape was truly defective our team is instructed to recommend a different flavor or even a different model as more often than not customers tend to have what's referred to as "vapers tongue" where they are tired of that same flavor and from then on the flavor tastes "burnt" or isn't what theyre used to. As for a receipt, when a customer puts in their phone number for rewards they are given a text message receipt and if not they can always have their receipt printed upon purchase.

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