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:03/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchase the DaVinci Artiq Vaporizer locally on February, 2024 as I live in ********** and DaVinci is prohibited from shipping this product to my state. After about a week, the device stopped working an DaVinci has a one year warranty on this product. I submitted a support request on 3/12/2024 and other than an automated response, Ive heard nothing from the company. I have subsequently sent 3 follow-up emails along with a warranty claim request and I still have received no response from the company.

• Initial Complaint

  Date:03/04/2024

  Type:Customer Service 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 purchased a Vaporizer Artiq which worked once and promptly stopped working. After several attempts to contact the company for either troubleshooting or a warranty repair, Ive decided to come here. DaVinci only has an email option for contact, which they dont respond to. Their website doesnt allow for negative reviews to be posted on their products. Ive been waiting since the beginning of January for a response and havent heard anything. I accept that it was the holiday season so responses would be delayed but 2 months later seems a little much. At this point I would actively point people away from this company because of their poor customer service.

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair 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 ordered a Davinci IQC2 in December 2022 with a warrantee. The device had an issue with the battery and I sent an email, and did not get a response. Since then I purchased a new battery on my own, nd then again ran into a battery connection issue in the device itself. I messaged again and no response. I put in two tickets for pairs, and still no response.. now it's February of 2024 and they have not replied back to my 5 emails. I am highly dissatisfied in a $200 warrantee covered product and the company that is still selling defective devices that does not honor or respect the warrantee they offer to their customers. This company needs to be reviewed for their integrity and overall reassessed if they have been in business for 13 years and have no intention on taking care of customers who pay a higher price for an item that has coverage.1/10 stars.

• Initial Complaint

  Date:02/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a Davinci IQ in 2020 that had a 10 year warranty. It quit working and I submitted a warranty request on 11/27/2023. Went through all the steps and the *** was issued on 12/27/2023. Davinci received my vape for warranty repair/replacement on 01/09/2024. I have messaged them 5 times in the 7 weeks since then for an update and I haven't received a response.

  Business Response

  Date: 03/19/2024

  Good afternoon,

  We sincerely apologize for any miscommunication. We have reached out to the customer multiple times advising the device was being replaced. Since the original IQ has been discontinued, the customer was provided with an upgraded model, the IQ2, per our warranty guidelines.

  According to the **** tracking, the replacement was delivered to the address provided at the time the warranty request was made, on 2/27

  **********************************************************************************

  Please let us know if you have any additional concerns.

   

  Thank you for choosing DaVinci Vaporizers, we pride ourselves on purity, innovation, and control. www.davincivaporizer.com
  
  Kind regards,
  ******* - Customer care
  
  

   

  Customer Answer

  Date: 03/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  *********** never responded to me but I did finally get my product replaced.  It just showed up randomly one day 1- weeks after I filed the report with you.  No email apologizing for the 3 month delay or letting me know that they were actually sending a replacement but I did receive the item.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:02/08/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 an IQC from Davinci last February. It's still under warranty and has been replaced by them once already. In december it failed to turn on and is now totally dead. Nothing, including new batteries, will get it to power on.I filled out several warranty claim forms on their website in December. I never received any confirmation that they got them. (I filled out four of them in case they missed one...or three...) I've attempted to contact them via phone and email but they will not respond.I have had issues with their customer service in the past but this is the first time they've completely ignored me for two months. My wife and I have bought several devices from them so this is egregiously bad service. I certainly will never purchase anything from them ever again.At a minimum i'd like a replacement device or a full refund. I hope anyone considering purchasing from Davinci will reconsider. It's not worth the hassle.

  Business Response

  Date: 04/11/2024

  Dear *****,
  I hope this email finds you well. Firstly, please allow me to extend our sincerest apologies for the delay in our response to your inquiry. Your message was unfortunately caught up in a backlog of escalated issues, and we deeply regret any inconvenience this may have caused.
  Upon reviewing your account, it has come to our attention that we did not receive the necessary forms from you, which has resulted in incomplete information in our records. We understand the importance of having accurate information for warranty services, and we want to ensure that we address this matter promptly.
  To expedite the process, we would like to assist you in filling out the Product Registration and Warranty Claim forms. This will ************** all the necessary details and ensure that your product is properly registered in our system.
  In order to proceed, we kindly request the following information from you:
  Proof of purchase for the *** (if still available)
  Serial number of the product
  Color of the product
  Your return address
  Once we have received this information, we will promptly update your account and proceed with the necessary warranty services. Our team is committed to providing you with the support and assistance you need, and we apologize once again for any inconvenience this may have caused.
  Thank you for your understanding and cooperation. Should you have any further questions or concerns, please do not hesitate to reach out to us.
  Best regards,

  Customer Answer

  Date: 04/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me provided they do indeed follow up and replace my unit.  
  

  I have re submitted my claim form with the requested info.  This is the fifth time Ive submitted a warranty claim so hopefully this one works.  Thanks for your help
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/29/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 12/14/2023 I placed an order number ******. I receive the item and decided to return it during the 14 day return period, obtained my RMA from the company and shipped the item back via ****** tracking number **********************, which delivered on 1/4/2024. The customer service indicated I can expect the refund in a week, but it's been almost a month and I have not received it. I have emailed the company back multiple times since and have stopped receiving responses from them, this email chain is attached as a PDF.

  Customer Answer

  Date: 02/12/2024

  I have since received a partial refund and accept this resolution 

• Initial Complaint

  Date:12/18/2023

  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.

  After 6weeks of usage, my vaporizer does not recognize its power source or charge. I registered my device soon after purchase and am requesting service under its 10 year warranty. The company does not respond to emails and gives no pathway to attain service. I have not been acknowledged in spite of various attempts made for over a month.

  Business Response

  Date: 12/27/2023

  The customer reached out about their device malfunctioning on 11/20/23, our representative responded with the following on 11/27/23:

  "Hi ****,
  
  Thank you for taking the time to contact us regarding any issue with a DaVinci product. We sincerely apologize for the difficulties you're having with your device; we'll be happy to help you.
    
  May I ask, do you see any LED indication when you try to charge the device? Which color is the battery you currently use? Is this happening with multiple batteries?
  
  If you havent yet, please try a different Micro USB cord and another power source, like a computers USB port or a different wall adapter. 
  
  Please plug the unit to the power source and remove the battery. Note if you see the empty battery sign for a few seconds. This could indicate if the device has power, in which case, a new battery could fix the issue.
    
  Please take the battery out and clean the negative side of the battery and battery lid hinges with 91% Isopropyl Alcohol, making sure to work it into the door hinges by repeatedly opening and closing the lid. Dry the device well and try again. This area needs to be cleaned even if you dont see residue.
  
  Another thing to check is the terminal at the bottom of the battery compartment; sometimes, this can compress, leaving a gap between the battery and the connectors on the door. You can take a needle nose tweezers or any other tool you may have and secure it on the terminal for some lift (about 1mm-2mm), then put your battery in to see if it shows a charge.
  
  If the situation persists, please provide us with the following: 
    
  Full Physical Address: 
  Contact Number: 
  Unit serial number: 
    
  Video Highlighting Issue (Mandatory, **** second video): 
    
  This video will help the technicians troubleshoot the issue with your device. 
  If the video exceeds 15MB, please upload to wetransfer.com and share the link with us in this email thread. Its free and it doesnt require registration.
    
  * IQ2 Serial Number: Engraved on the back of the unit near the bottom. Also, on a clear sticker on the orange sleeve, the device came in.  
    
  Thank you again, I look forward to hearing from you!
  
  Have a great day! 
  
  Thank you for choosing DaVinci Vaporizers, we pride ourselves on purity, innovation, and control. Our operating hours are Monday - Friday, 10am-7pm EST.
  
  www.davincivaporizer.com"
  

   

  As you can see, we asked the customer to perform troubleshooting steps, and have been responded to with this BBB complaint.

• Initial Complaint

  Date:11/09/2023

  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 DaVinci IQC only om 9/22/23 for $139.30. I contacted the company on 10/28/23 regarding the device not working at all. The battery will not hold a charge and cannot be used. I received a response of troubleshooting which I did and then provided a video at their request. The company has since stopped corresponding with me and refuses to acknowledge. I am trying to either get my money back or get a replacement at this time.

  Business Response

  Date: 11/13/2023

  Dear ********, 
  
  We sincerely apologize for any delays with our response. While we are thrilled to hear from so many customers, we did not expect the increase from the Holiday sales, in addition to a recent system integration which set us back a few days. 
  
  I see one of our friendly customer care representatives responded on 11/9 initiating the warranty policy. We look forward to getting your unit serviced and get you back to vaping as soon as possible. 
  
  We thank you for choosing DaVinci vaporizers and appreciate your patience while we work to return to our standard 24/48 HR. response time. 
  
  Sincerely, 
  
  

• Initial Complaint

  Date:06/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 contacted Organicix LLC (dba DaVinci) on 6/14/23 to file a warranty claim on a device (a *************************** that had stopped working and was under an advertised 10-year warranty (the device was originally purchased on 7/27/21).Timeline:6/16/23: Contacted customer support after not receiving response and was told to upload a video and provide mailing address, etc.6/19/23: Uploaded video and contact information; sent to DaVinci 6/21/23: Received an email notifying me that I should contact the team by phone and gave business hours. All attempts informed me the office was closed, even during business hours. Accessed website; company had removed its chat feature and removed its contact information from its return policy page at www.davincivaporizer.com/pages/return-policy (see attachment 1).6/23/23: Sent emails to DaVince asking for a status update and informing them that I would be filing complaints 6/26/23: Received an email from wetransfer.com notifying me that someone had finally accessed the file that had been sent seven days before.6/27/23: Received an email from DaVinci requesting me that send the device to the company using a courtesy" shipping label. However, there was no shipping label attached to the email. Email did not confirm I was eligible for a warranty claim, instead stating: Units that are warranty eligible will incur no repair costs. Email also stated we have been delayed in our email replies due to a recent backend systems change. This is similar to a response DaVinci filed with the BBB on 1/19/2022, where they stated our customer service has been behind because of the holidays due to the holidays and a company wide system integration.At this point, I have no reason to believe DaVinci is acting in good faith in terms of honoring its warranty obligations. The company seems to use a delay and evade strategy. I firmly believe that if I pay to send the device in, I *********** not hear from the company again.

  Business Response

  Date: 07/03/2023

  Hello,

   

  The customer reached out on June 14th, Friday at 4:44pm for the first time. The email was not responded to that day or weekend as we are at 48hr response times due to the integration into our new system. We prefer to be within 24 hours response times; however, the integration pushed us back, as we had complications with the switch over. To address the customer's complaint about the phone lines. We have switched to using live chat and email for our customer care, as we found the phone inquiries to be less productive for the customer and for our organization.
  
  June 16th the customer reached out via live chat on our website, spoke with a representative, as well as the rep responded to them that day via email. We ask for pertinent information such as; Shipping address(to be able to create the return authorization and send the device back to the customer once repaired or replaced), Serial # from the device (to ensure it is not a counterfeit unit, or a previously warrantied device), color of device, where it was purchased and when it was purchased (or a proof of purchase that shows this). We also ask for a video of the malfunction, as oftentimes, we can see the issue in the video and the customer can correct it without sending the unit to us.
  
  Providing a shipping label to customers for warranty returns is outside of our policies and procedures, however, we did create a return shipping label for this customer as a courtesy and is clearly shown attached to the outgoing RMA email to the customer, which we have attached a screenshot of. At this time, the customer has not sent the device in for repair/replacement, as we have checked the tracking of the shipping label that we created and sent to the customer. The **** website indicates "**** Awaiting Item, Shipping Label Created". **** is not in possession of this package as of July 3rd, 2023.
  
  Additionally, the customer state that they put freshly charged batteries in the device, but "freshly charged" does not mean that the battery has not reached its end of life. The batteries have a 6-8 month lifespan, so these would need to be replaced to ensure that this isn't the issue, not charged (another reason we ask for the shipping address, to send a courtesy battery as a way to test the device). We troubleshoot devices to ensure that customers are not without their vaporizers, as well as not flood our warranty technicians with devices that only need a new battery or need to be cleaned to perform correctly.
  
  We did have a platform integration into a new backend website system on June 6th, and have experienced difficulties in certain aspects, however, we have been diligently working to correct these technical issues. For example, the login feature; when we made our switch, there was an issue with existing customers logging into their accounts, therefore, we sent an email blast to ALL customers letting them know how to rectify (create new account with the same information as the last account). Personally, I have tested creating an account with the same information as my last account and it worked perfectly.
  
  We most certainly want to resolve this for the customer; however, they do have to send the device in for repair or replacement (whichever our technicians deem to be the best course of action for the customer). Thank you for your time and please let us know if you need any other supporting documentation for this complaint. We will also be responding to the customer momentarily, just to follow up to see when they will be shipping the device so that we can come to a resolution on this case. 

   

  *************************************************************

  ******************************************************

   

• Initial Complaint

  Date:06/28/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  This company is FALSE ADVERTISING it's warranty process. I had achieved "Guide" status, entering hundreds of words and tweeting and ******** posting to achive 5K points to obtain that status. Guide status allows users like me to have a "no questions asked replacement" on their products. The horribly engineered Miqro I now unfortunately have two of is a honey pot to say the least, the bad design allows oil to leak all inside the electronics of the device causing it to fail. Over the last year alone ive had to return the device 3 times, additionally forced to make numerous emails, pictures and videos of it failing (oil leaking). Then was accused of not cleaning my device properly, frequently enough by the staff and upper managers (I have tons of correspondence) Its ridiculous!!! Furthermore where oil is leaking into is not accessible by myself without voiding the warranty (underneath glued down components into the electronics). Now for about as month their website is reset, phone lines are down and my status ive worked so hard to achieve has been reset back to the beginning "seeker" theve seemingly done away with the "No questions asked replacement" clause in Guide status, in fact there's no way to reasonably reach it anymore because theve also done away with the entering words to achive points and they wont restore my status back to where it was?

  Business Response

  Date: 06/30/2023

  Hi,

   

  The customer has previously reached out to us about the Miqro vaporizer that they wanted to return for replacement. Recently we integrated from one back-end website platform to another. When doing so, there were technical anomalies that adjusted this customer's rewards status on their end. What we see on our end shows that the customer is properly in the "Guide" status, however, the points did not reflect that status. Therefore, we have corrected his points to show *****, which is "Guide" status. The customer already initiated a return authorization with us, in which, the representative notated that it would be a "No questions asked replacement" as promised at the "Guide" tier. 

  The rewards program is being investigated within our system by our IT professionals, to ensure that this doesn't happen again. At this point, we have corrected the rewards points on the customer's account, created the return(MIQ-***********), provided a shipping label(USPS #**********************) and are now waiting on the customer to send the device in, so that we can create the replacement order to be sent. 
  
  Please let us know if you have any questions.

  Customer Answer

  Date: 07/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/22/2024

  Dearest ******, 
  
  Thank you for reaching out, and we sincerely apologize for any inconvenience caused by the communication lapse. Sadly, I see we have been replying but it doesn't appear you are getting our responses. 
  
  We're happy to report your warranty claim # WC-******* has been approved as of 2/26/24 and is ready to proceed. As a courtesy, this time we are waiving the need to return and ready to simply send a replacement unit your way! 
  
  To confirm is the Send to address till accurate? 
  ***********************
  85 ***************.
  ***********, ** 22630
  
  As we are currently out of MIQRO in Black, please let ** know would you prefer a replacement in Grey (Graphite), or Purple (Amethyst)? 
  
  Regarding future communication, if you have an alternative email address, we'd be grateful if you could share it with us for testing purposes. Rest assured, we're eager to establish a direct line of communication to avoid any further delays.
  
  Once again, we apologize for the inconvenience and look forward to resolving this matter swiftly. 
  
  Looking forward to your response. 
  
  Sincerely, 
  DaVinci Customer Care 
  
  

  Customer Answer

  Date: 04/22/2024

   
  

  to Organicix, please use the email associated with my account on your website (*****************)  additionally my telephone number is *************, Gray is fine I appreciate you standing by the 5 year warranty I have on both my Mirqos.  They are a great product when working properly I believe in them strongly and don't with to make waves with you instead am a customer for LIFE! :) - ******

   

   

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/30/2024

  Good morning,

  Thank you for reaching out to DaVinci. We sincerely apologize for a lapse in the service youve grown accustomed to. DaVinci is currently in a major re-organization we've separated from previous ownership and the original founder, and his team, are back at the helm. That said, the team is working hard to reinstate the level of customer service excellence our customers deserve. 

  ************* have been helped and a new device has been shipped to the customer. Please find the **** tracking below.

  ********************************************************************************

  Should you have any further questions, please don't hesitate to reach out to us at ******************************************

  Best regards,
  ****** - Customer care
  
  

  Customer Answer

  Date: 06/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************