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:02/16/2024

  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.

  1. **Initial Cancellation Request (I):** - I send an email to PerfectVape **************** requesting to cancel order #******* because the items are no longer wanted,2. **Acknowledgment (PerfectVape ****************):** - ********************** **************** sends an automated response acknowledging receipt of my email and states that a response will be provided within 1-2 business days.3. **Request for Age and Information Verification (PerfectVape Customer Support):** - ********************** Customer Support responds to my cancellation request, requesting age and information verification. They ask me to provide a photo of myself holding my ID, emphasizing that failure to comply may result in the order not being processed or refunded.4. **Response to Verification Request (I):** - I respond to PerfectVape Customer Support, acknowledging the verification requirement but asserting that I should not be obligated to provide further information for order cancellation, especially since the order is no longer in progress. I request cancellation of the order and issuance of a refund to the card used for the purchase, expressing willingness to escalate the matter with my credit card company if necessary.Overall, I initially requested cancellation of my order due to a change in preference. However, PerfectVape requested age and information verification before processing the cancellation and refund, leading to my assertion of my right to cancel the order without providing additional information. per US consumer rights laws The situation remains unresolved at this point, pending further response or action from PerfectVape.

  

  Business Response

  Date: 02/19/2024

  Hello,

   

  Per our terms and conditions that the customer agreed to when purchasing, we hold the right to ask for a photo age verification at any time should we suspect fraud or reasonable cause that the customer is under age. Should the customer not provide this information, we will not be able to proceed with a refund of the order. I have attached a screenshot of this from our terms and conditions. This particular customers account has three separate names attached to it which caused us to suspect fraud or an underage person. Screenshots of these are attached as well as the emails with the customer. We are unable to process any refund until the age and identity verification for each of these names has been provided. 

   

  Thanks.

  Customer Answer

  Date: 02/20/2024

  
  Complaint: ********
  

  I am rejecting this response because I must assert my rights as a consumer under ** consumer protection laws. According to these laws, I am entitled to a refund for my order cancellation, irrespective of any additional verification requirements beyond what is necessary for the cancellation process.

  Regarding the issue of multiple names associated with my account, I must clarify that this is a precautionary measure I take to safeguard my identity, particularly given concerns about the security of personal information in online transactions. This practice is not indicative of fraudulent intent, but rather a measure of self-protection.
  Moreover, I would like to remind this business of the legal obligations imposed by US vape laws, which mandate age verification before the sale of vape products. Given this, it seems counterintuitive to request age verification after the sale has already been made.
  In light of these considerations, I kindly request that you reconsider your stance on requiring age and identity verification for order cancellation, as it appears disproportionate to the situation at hand. I urge you to prioritize compliance with both consumer protection laws and industry regulations in your handling of this matter.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 02/21/2024

  Hello,

   

  We do require age verification prior to purchase, our email age verification is a secondary age verification system to further identify minors who may have bypassed the first age verification. It is stated on our terms and conditions that the customer agreed to when purchasing, that we will not refund purchases made by minors. It is also in our terms and conditions that the customer must only use their legal name on their account. We will need age verifications from each name associated with the account to process a refund since this customer is under suspicion of being a minor. 

   

  Thanks.

  Customer Answer

  Date: 02/23/2024

  
  Complaint: ********
  
  Your request for additional age and identity verification is inconsistent with past transactions I've had with your establishment. In previous orders, I was never prompted or asked for identification, indicating a discrepancy in your current stance. Moreover, the existence of numerous negative reviews online expressing concerns about your practices regarding sales raises serious doubts about the integrity of your business operations. Given these discrepancies and concerns, I am hesitant to provide further personal information to a business with questionable practices and policies that were not adequately disclosed at the time of purchase. Your apparent violation of laws and regulations, coupled with the lack of transparency in your dealings with customers, is deeply concerning. Should this matter escalate, I am prepared to take appropriate legal action to ensure accountability and adherence to consumer protection standards.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/05/2024

  Type:Customer Service 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.

  THIS BUSINESS IS DISHONEST AND UNPROFESSIONAL. I filed a complaint against this business with BBB on 01/23/2024 due to the fact that they BLOCKED MY ACCOUNT for ASKING QUESTIONS about my order. Over the course of approximately 1 year, I only asked them questions about my orders TWICE. Their policy DOES NOT state that customers can't ask questions about their orders. All they had to do was politely inform me that they can't change the order. Instead they BLOCKED MY ACCOUNT and CEASED ALL COMMUNICATION. Is that a good way to treat your loyal customers? After I filed a complaint with BBB, they said that they would reopen my account. However, it is currently 2/5/2024 and my account is STILL BLOCKED. Furthermore, the business has not replied to me at all.

  

  Business Response

  Date: 02/06/2024

  Hello,

  
  Nowhere was stated in the last reported BBB by the customer did we say we will reopen it. We stated if the customer can understand our shipping process, we can move forward with a consideration. Due to the consistent harassment and disrespect from this person, we will not offer services to them. We hold the right to refuse this due the apparent reason.

  Thank you

  Customer Answer

  Date: 02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Perfect Vape (************, etc.) is clearly LYING and GASLIGHTING it's customers.

  A customer asking TWO questions over the course of a YEAR is - NOT A BIG DEAL. Any normal company would gladly answer and oblige their customers.
  

  Furthermore, their last statement on my previous BBB complaint was verbatim: "We can offer the account back to remedy this issue".

  They said this because they knew their actions were wrong, and there is no ambiguity about this statement.

  It's clear that they had NO INTENTION of unblocking the account, and only said this to close the BBB complaint.

  This is an example where they were caught red handed lying to their customers.

  Lastly, it seems that PERFECT VAPE LLC is NOT A LEGAL BUSINESS in the *****************:

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

  As such, I will no longer give these RUDE and DISHONEST people my money.

  I advise anyone reading this to AVOID PERFECT VAPE AT ALL COSTS.
  
  Sincerely,
  
  ****

  

  Business Response

  Date: 02/08/2024

  Hello,

  We are being harassed by this person and will be proceeding with taking legal actions.

  Thank you

  Customer Answer

  Date: 02/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  YOU HAVE BEEN RUDE AND HAVE NOT ATTEMPTED TO RESOLVE THE MATTER AT ALL.

  Also, you don't seem to understand that a COMPLAINT HAS BEEN FILED AGAINST YOU AND YOUR BUSINESS.

  PROVIDE YOUR FULL NAME AND PROVIDE THE NAME AND CONTACT INFORMATION OF THE ***** OF THE BUSINESS - SO THAT FURTHER ACTION CAN BE TAKEN.
  

   

• Initial Complaint

  Date:01/29/2024

  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 ordered product on the 8th. Said allow **** business days. Never showed. There is no one to talk to and communication was done by email. They said because of their legal status of mailing out vape cartridges they had to send it to multiple states. Here it is 1/29. The mail person said they need a signature. Im at work. I refused the shipment and told them to return it. I emailed the company last week demanding a refund and they said they canceled the order and once received they would refund. They still sent it over ********************************************************************************* 5 days. All I want is my money back for product they claimed they cancelled and I didnt receive. There is no human to talk to. They take days to respond to emails and they did nothing they say they would do. Just refund my money. They are stealing at this point.

  

  Business Response

  Date: 01/30/2024

  Hello,
  
  We do not offer phone support so all of our communications are done through email. None of our emails are sent by bots except the "We Got Your Message" email. The customer threatened a chargeback if no refund was provided on the 25th, this can be seen in the provided email exchange, so we emailed the shipping partner so have the package retruned to us. The shipping partner can take a few days to respond due to their high volume of business and we are not open on the weekends to check emails since weekends are not business days. Our response time can be 1-2 business days at times, this is stated on our auto response email. We let the customer know we reached out to them and told her once the package was set to return to us we would issue a refund. The customer then had the company send the package back herself and informed us of this yesterday, Monday the 29th at 8:57AM. We responded to that email Monday the 29th at 1:02PM letting her know a refund had been issued. Refunds can take **** business days to post, the customer was informed of this on our last email. I have attached both our email exchanges with the customer. She can email us if she needs proof of the refund, the file is too large to attach.

  
  Thanks.

  Customer Answer

  Date: 01/31/2024

   
  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,
  
  ****** Christmas

• Initial Complaint

  Date:01/23/2024

  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've spent hundreds of dollars and had a problem with my order. I contacted them and very politely asked them to help me resolve my issue (ie. get the vape juice I needed). They gave me a bunch of excuses and then BLOCKED my account and email. I couldn't communicate with them or even order anything else to resolve my issue.

  

  Business Response

  Date: 01/24/2024

  Hello,

  The customer, *********************, has placed several orders with us in which he asks to change a made-to-order item after the order is placed. We have told him each time that once the order is in, we cannot adjust it as it is made-to-order and has been done. We explained that just because it hasn't been "shipped" doesn't mean it has not been already completed by our Juice Team. The customer fails to understands this after multiple explaining and disagrees with us.

  If the customer can understand this moving forward, we can offer the account back to remedy this issue.

  Screenshots have been attached regarding the communications.

  Thank you

  Customer Answer

  Date: 01/26/2024

  Perfect Vape,

  I understand that you will not change orders after they have been placed.
  

  Please reactivate my account and I will close the case with BBB.

  Thank you
  

• Initial Complaint

  Date:01/18/2024

  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 items from this company around 4-5 weeks ago and I have found out that they are shipping the E-Cig/ Vapes illegally and that is why it is taking so long. I have asked multiple times about receiving my items and they will not give me a real answer. I just want a refund at this point and I would recommend looking into the practices of this company because what they are doing is illegal in their state

  

  Business Response

  Date: 01/19/2024

  Hello,

  We're unaware why the customer believes we are shipping our products illegally. We've stated that we cannot ship vape products directly via **** in our state. We can only freight our orders to a facility in ********* and they ship it from there which is legal. If the customer needs more details on this matter, they can reach out to us.

  The customer's order is currently enroute to the customer. Due to certain changes, our shipping can take some time but we *********'ll make it's way to the customer.

  Thank you

• Initial Complaint

  Date:01/12/2024

  Type:Delivery 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.

  Ordered 4 vapes December 18th and states it shipped, they gave me a tracking # & told me to contact Rocketship, which i did twice, the 2nd time ******* @ rocketship said I should contact the Company to get a refund, I tried going on Perfect Vape to get a *********** will not allow me to. I have emailed the company several times with no response. Very frustrating!!!

  

  Business Response

  Date: 01/19/2024

  Hello,

  I've reviewed the customer's order and tracking details. The tracking shows it was received by the facility but may have some delays in processing.
  We have reached out to the carrier for further details.

  Thank you

  Customer Answer

  Date: 01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have already reached out to shipping company, they advised me to get a refund. I attached on original complaint. I want refunded
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 01/23/2024

  Hello,

  We have verified with the shipping courier this is lost in transit. We have refunded the customer.

  Thank you

  Customer Answer

  Date: 01/26/2024

  
  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,
  
  ***********************

• Initial Complaint

  Date:11/30/2023

  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 5 vapes on November 18th and was sent a tracking number on the 20 th that Everytime I put into the tracking number into **** website and it states that the order is still not at a **** location that they are still awaiting the package i email the company and i get the same automated response that the shipping is gonna take 10 days which when i paid for the product i was told flat rate and 1-3 days not 12 plus days

  

  Business Response

  Date: 11/30/2023

  Hello,

   

  We have had multiple emails with the customer and have informed them that we are currently experiencing a shipping delay. The 10 day estimate is an estimate, shipping can take longer depending on different factors and the customers location. If there is no movement on the tracking for 21 days, we can then issue a refund since the order would be considered lost at that point. Please understand ***** updating system may have some delays and in most cases, updates will appear once it's closer to the customer's area.
  
  

  Thanks.

• Initial Complaint

  Date:11/03/2023

  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.

  The company sent me the wrong items and I contacted ****************************************** and they asked for a picture of the incorrect order which I supplied. They apologized and asked if I wanted a return label and once they see the return in transit they will send the correct order. I tried emailing back that this was acceptable and now the customer service email says its disabled and my response cannot go through.

  

  Business Response

  Date: 11/06/2023

  Hello,

   

  Our email system was down at the time the customer attempted to email us. They ended up emailing us once it was back up and the customer has since been provided with the return label. I have attached a copy of our email exchange. 

   

  Thanks.

• Initial Complaint

  Date:11/02/2023

  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 6 vape tanks for cbd juice on september 25th 2023 and it is now the 2nd of november i still havent got ********** saying delivered on the tracking and they never made it to tn and i have asked them 3 times thru email for a refund and they come back and say they need to contact the shipping partner on it i just want my money back from them i attatched my reciept as well and also they are in the vape band is wat they told me and they are taking ppls money and having someone else in another state thats not band ship them and there not sending the ppl there items they order if there in a vape band they shouldnt be able to sell then and they are and i have tried calling them and its says no longer in service u ask them to call u they wont cus they dont want to herer u so i would appreciate any help u can get for me on this as they think someone is playing games with them i hope and pray i can get my money back as i am on disability my money is hard to come by as well as theres so please help me and they need to be shut down not to reopen if its band there SO PLEASE HELP ME GET A REFUND ASAP i didnt know they was under a band till they just told me about 2-3 weeks ago i also have all the emails that was sent back n forth saying about the band as well

  

  Business Response

  Date: 11/06/2023

  Hello,

   

  This customers order was signed for and delivered on November 3rd. I have attached a screenshot of the proof of delivery from the courier. We informed the customer multiple times that we could not issue a refund without the order being confirmed as lost and we reached out to the courier to get an update. The courier confirmed they still had the order and it would be delivered, which it was. We cannot offer a refund for an order that has been delivered. 

   

  Thanks.

• Initial Complaint

  Date:10/26/2023

  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 ordered a box of 10 vapes from this company that were all bad. Returned the vapes to them and they refuse to replace or refund me for them.

  

  Business Response

  Date: 10/27/2023

  Hello,

   

  The customer originally reached out to us via a return request in which they stated they had two defective devices. They also mentioned returning the other 8 unopened devices. I reached out asking for a video of the defective devices and with info to return the unopened devices. I never received a video, instead the customer opened each devices except one and sent them back to us. We cannot test items at our facility for safety reasons and we cannot accept returns of opened items. The devices have already been disposed since they posed a safety hazard and they were an unauthorised return. We are not able to compensate for the 9 opened items, the customer was refunded for the 1 unopened device. I have attached the email that was originally sent to the customer regarding the requested video and return info as well as our recent email conversation with them. 

   

  Thanks.

  Customer Answer

  Date: 11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: They decided to throw my product away instead of returning the it to me. They do not get to keep the product and my money. One or the other has to be returned to me. There is no safety Hazzard with an opened vape. They get thrown right in the normal trash. They could have closed the box right back up and returned to sender. Since they disposed of my product they need to either replace the product or refund my money.
  
  Sincerely,
  
  *****************

  

  Business Response

  Date: 11/06/2023

  Hello,

   

  We will not be able to refund or offer a replacement to this customer. They were informed of our return policy and did not abide by it. The items they sent to us were not an approved return nor were they safe for us to hold onto due to safety concerns of them being opened and used. 

   

  Thanks.

  Customer Answer

  Date: 11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Again they had no right to dispose of my property. They do not get to keep my property and my money. They will either replace the product or refund my money. The next step will be legal action against this company.
  
  Sincerely,
  
  *****************