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:06/27/2025

  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.

  Date of transaction: 06/15/2025
  Paid: $111.60
  Promised: With an updated email when items shipped, they reported my whole order as complete.
  
  Dispute: I ordered 10 vapes (4 kits and 6 pods) with discount for ordering 10 or more. I received 2 kits and 8 pods. Notified Perfect Vape by email with images of their mistake, got a response with an apology and asked if I wanted a refund or a credit. I asked for replacement and they said they are now sold out of the flavors I picked. Then gave a refund without me asking for one and before I could pick another flavor. I then opted to get two more shipped to me and asked for them to cover the shipping, they refused but then recanted and gave me a $10 shipping credit. Then went onto the website to purchase the two kits that we need and they blocked me from purchasing by taking away the payment option despite it showing a $10 shipping credit. Multiple emails and complaints and phone calls over 3 days have resulted in zero contact from them. I am unable to use the spare pods we purchased because we do not have the kit(s) to go along with them. So a complete waste of time and money and all I did was order and pay for them. Further, by purchasing just two kits, but won’t allow me to finalize the transaction; I have to pay for them without the discount applied.
  I just want was originally ordered so I can utilize the already purchased vapes. No compensation.

  

  Business Response

  Date: 06/30/2025

  Hello,

  The customer reached out to us and stated that they received the pods instead of the kits and provided the photo of the wrong items received. They were indeed incorrect, and we apologized for the issue and asked if they wanted a refund or store credit for the wrong items received. The customer stated that they would like to receive the items as they are unable to use the pods they received however, they ordered 4 kits, and we did send them 2 kits and they are still able to use the pods they received. We let them know that we are out of stock of the items and stated that we can still issue a refund or store credit for the items since we could not provide a reshipment. They emailed back asking if we could call them as they are driving. We no longer offer phone support and did not want the customer to get into an accident while emailing us, so we went ahead and issued a refund for the items. The customer got upset and demanded a full refund for the whole order and stated that they would like to just go back to ordering their original order of Lost Mary Pros. We stated that we are unable to issue a refund for the whole order but if they like they can return the items back to us and then we can issue a full refund. They stated they opened every single device and used it. Since they opened up every device we are unable to take the items back and we did issue a refund for the wrong items received at that point the customer just kept asking for replacements of items that we no longer have in stock. After about 6 more emails going back and forth the customer stated if we give them free shipping they will be satisfied. We issued them store credit for the shipping fee. As for the blocking statement, we would never block a customer for receiving the wrong items. We reached out to the customer and let them know to try to reset the password or try to clear their cookies and cache if they are having issues with placing an order. 

  Thank you.

  Customer Answer

  Date: 06/30/2025

   
  
  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,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/09/2025

  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 bought 6 bottles of Candy King on salt Jaws 50mg from perfectvape.com. I had to wait 10 days for my order to even get mailed out. Then it took another 2 weeks for my friend to get. It was a gift besides. What was received was zero nicotine candy king in strange Packaging. I emailed perfect vape and never got a response. Now I'm out $69 and I have 6 bottles of something I didn't buy that no one can use.

  

  Business Response

  Date: 06/10/2025

  Hello,

   

  The customer reached out 3 times to us and we responded all 3 times and I will attach each response to the attachments. We do apologize for the long delay in fulfilling the order but we did get the order shipped out the last time the customer reached out to us for the order. It does state that the order was delivered on May 19th to the address provided at checkout. I am unsure if the customer received the incorrect items but if they did, please email us at [email protected] and we can definitely offer a full refund, store credit, or reshipment of the correct items. 

   

  Thank you.

  Customer Answer

  Date: 06/11/2025

  
  
  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,
  
  
  
  **** ******

• Initial Complaint

  Date:04/11/2025

  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.

  3/15/2025 Purchased 2 vape disposables in the amount of $39.32 and the inner wrappers were already opened. I have been trying to get a refund since the day I received them in the mail. My return has been approved for about 2 weeks and they will not refund my money. They did say that they refuse to take an open boxes so I cannot mail them back to them. No one answers at the number or responds about the refund.The package was also confiscated on the way due to "fraudulent postage." This does not seem as though it is an upstanding company.I do have an email thread but it won't allow me to attach Thank you for your help.Thank you,***** *******

  

  Business Response

  Date: 04/11/2025

  Hello, 

  The customer reached out via return request stating that their package was confiscated due to fraudulent postage but that is untrue as for one we do not ship packages fraudulently and two if **** confiscated said package the customer would not have received the package. They then stated they would like to return the package at that point we gave them our return address and stated that when we receive the order back to us, we will issue a refund for the items they ordered. The customer then sent us an email first asking where to send the items back and then where her refund was? We then repeated stating the address to return the items back to and we would issue a refund once we receive the items back to us. We have not heard back from said customer since then. The customer is still allowed to send the items back to us at the address we have given them three times now and we will still issue you a refund for the items.

  Thank you.

• Initial Complaint

  Date:04/05/2025

  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 bought some vapes from perfect vape March 21st 2025, and I got 2 Hydes and 1 geek bar (pink lemonade) I got 1 Hyde and 2 geek bars(not what I asked for) also the vapes were counterfeit lmao. The wording color was white when on the actual geek bars its white and a dark grey on the end of bar on the brand name and it smelt like fruit punch and tasted like straight f***** chemicals. Plz check the vapes if you buy from here, smoking counterfeit vapes is very dangerous and can lead to serious harm even death

  

  Business Response

  Date: 04/07/2025

  Hello,

  I want to assure you that we take the authenticity of our products very seriously, and we do not sell counterfeit devices. To provide you with further clarity, I have attached a statement from **** *********, our **** Distribution Accounts Manager, which confirms our commitment to quality and authenticity. Additionally, for the GeekBar device, you can verify its authenticity using the security code at the following link: ******************************************. We did also let the customer know to reach out to GeekBar directly if they have any further questions regarding the authenticity of the devices. While we do not compensate for the smell/flavor of devices, we would like to make a one time accommodation and have the customer reach out to us directly via ****************************************** and let us know what device they are referring to specifically so we can issue them a refund or store credit.

  Thank you.

• Initial Complaint

  Date:03/05/2025

  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 silicone nectar collector kit off the website, and I chose the purple and black color scheme. When the package arrived, it was an extremely large silicone bong, nothing like the item I ordered. The reason I know I didn’t receive someone else’s order is the bong was purple and black. I made another order a day or so after this one, in which I ordered the same thing but in a different color, which hasn’t arrived yet. I’m concerned I’m going to get another large bong. I don’t understand how someone could mistake the thing I received with what I ordered. I get that they are both silicone, but the thing i received is like three feet long, compared with what I ordered being maybe a foot long.

  

  Business Response

  Date: 03/05/2025

  Hello,

  We reached out to the customer asking for a photo of the wrong item received just to confirm what they received. We have yet to receive a response from the customer on a photo of the wrong item received as of this moment. Once they respond we will gladly offer a refund, store credit, or reshipment of the correct item. Whatever the customer decides on. I will go ahead and attach the conversation between the customer and us as well.

  Thank you.

• Initial Complaint

  Date:02/24/2025

  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 have ordered many products from this Vape online shop which the company is located in Oklahoma City, OK but their distribution center is Las Vegas, NV. I have 2 items that do not work and have asked for a credit or replacement. However, their customer service wants me to take a video of myself using the broken product ( I guess to prove they are really broken. I am not comfortable sending a video to a place I really do not know. I have asked to speak with a supervisor and was told they don't do that. I spend hundred of dollars with them. I do not see what the big problem is to replace the 2 vapes which are roughly $16. I do not feel that this is good business and I should not have to pay for broken items because I do not want to send a video. I offered to send the items back to no avail. If they look at my account this is the first time out of many that I am asking for a replacement. Please help.

  

  Business Response

  Date: 02/25/2025

  Hello,
  
  The customer reached out via putting in a return request stating that she received some defective devices. We reached out to customer and asked her to please send a video of the devices being defective as per our policy. The customer then stated that they would not be sending a video of the device being defective as it violated their bill of rights and demanded to speak to a supervisor. At that point the customer service manager told the customer without a proper video of the device not working then we will not be able to compensate for the device per our store policy which I will attach. The customer then stated they they will send the device back to us and we can try it ourself to which we stated that due to health and safety concerns we will not be testing an item that the customer has already used. We then stated that if they are unhappy with their order they can send back the rest of the unused and unwanted items back to us and we will issue a refund.
  
  Thank you.

• Initial Complaint

  Date:01/11/2025

  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 waited two weeks for my order which my order goes to another shipping company. Upon receiving my order which i ordered 4 geekbar vapes and one was a phone vape. I get lost mary 3 vapes with horrible 2 of blue razz flavor and one berry flavor. The whole order and flavors and brand is wrong

  

  Business Response

  Date: 01/13/2025

  Hello,

   

  The customer reached out by email on January 11th and we were closed so we did not respond to her until today the 13th. We did apologize for the mistake in shipping out the wrong order. We asked the customer if they would like a full refund, store credit, or reshipment of the correct order. The customer then stated they would like a full refund to which we did in fact issue a full refund. I have attached the details of the refund into the attachments.

   

  Thank you.

• Initial Complaint

  Date:12/02/2024

  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 purchased 2 boxes of vapes and more than half were defective

  

  Business Response

  Date: 12/03/2024

  Hello, 
  
  The customer reached out to us on November 30th 2024 letting us know about the issues they are having with said devices. The agent tasked to the customer alerted the customer of our return policy (please see attached for return policy) and let the customer know we will not be able to compensate for said devices as they are out of the return window. While the customer did state they ordered too many items to check in the standard 72-hour window for our return policy. We do realize that customers are unable to check a large quantity of devices within the 72-hour so we do have some leniency when it comes to that. However, the customer order was delivered on October 7th 2024 (shown in attachment). 54 days after arriving was when the items were reported to be defective. Due to the timeframe of when the items were delivered to when they were reported as defective is why we will not be able to provide compensation for the devices. 
  
  Thank you. 

• Initial Complaint

  Date:09/27/2024

  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 placed an order on perfect vape.com, the item never arrived and they are unwilling to refund my purchase. They have stopped communication.

  

  Business Response

  Date: 10/02/2024

  Hello,

   

  The customer, *******, reached out to us asking why the order was getting delivered to a location in Fairbanks California. We reached back out asking for an order number and once they provided the order number we saw that the order was not in Fairbanks California like they stated. We sent them the correct tracking number which showed that the order was in transit to the address they provided in Reno Nevada. ******* then provided a screenshot of another customers order stating that the tracking number shows it was out for delivery in Fairbanks California. After explaining to ******* multiple times that the tracking number he was looking as was not his and providing him with the tracking number for his actual order, we asked for a phone number so we can give him a call to explain the situation better. At that point he started demanding a refund even though his order stated it was being delivered to his address and ignoring our request for a phone number to explain the situation as he kept stating the order was out for delivery in Fairbanks California even though it was not.

   

  Thank you.

• Initial Complaint

  Date:09/08/2024

  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 ordered 10 vapes on July 26th and received half my order on Aug 5th I them looked up how to submit that I didn't receive my order so I submitted a return request was originally told that it was going to be sent and I have submitted all the pics and emails to them and to you guys I just wanted what I paid for and they only deal through emails I have been patient cause they are dealing with shipping issues which I understand but now it's come to the point they have continued to give me three run around and I would just like a refund on the product I paid for and did not receive.

  

  Business Response

  Date: 09/11/2024

  Hello,

  All items were placed into the package at the time of processing. We have video proof and scans readily available to provide to BBB if necessary.

  Thank you