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:12/07/2022

  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 spent 130 dollars at this store. I bought a gallon of nic base solution, bottles, and flavorings to make ejuice. I purchased the nic base solution to be the exact nic content and pg/vg I wanted so all I would have to do is add flavor and I'd have finished ejuice. This nic base solution is supposed to be 6mg/ml just like the ejuice I vape all day everyday. It says 6mg/ml on the label, but who ever mixed it has made a mistake because it is way to strong. I put some in my vape and hit it and it rung my head. I didn't feel right for the rest of the day. I was sick. So I emailed them they didn't email me back. So, I thought maybe it has separated and I shook it up even better than I did the first time. I shook it up for ten minutes. Then I put some in a smaller vape to test it again. It is still giving me a nic rush everytime I hit. I waited 2 days for them to email me back like it says it should take. I have sent them multiple emails and they are not answering.

  

  Business Response

  Date: 12/08/2022

  We have been corresponding with this customer via email and offered a solution of a $75 refund. 
  Attached are the photos.

• Initial Complaint

  Date:11/29/2022

  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 place my order for 5 blue raspberry ecigarettes the company sent me by blue raspberry ice e-cigarettes... I contacted them within the 48 hours sent the pictures they requested and they requested them again I sent them again which is stupid because it's their company don't they know what they send people it's in my history. This is the second time I've dealt with them with them sending me the wrong product now this time they're asking me if I have a printer and to please return their product and once I return the product they wrongly sent to me. then they'll send me what I've already paid for!!! This is not how the company did the business last time they sent me the correct order immediately! I didn't get some crappy email telling me once they've inspected in detailed what they've sent me they'll send me what I paid! In my opinion all of this is wrong and shady any company that does not have a number to call for customer service is shady and I will not do business with them in fact I called my credit card company to cancel the payment!! This is not a legit business this is a scamming business! I cannot tell you how many E-Cigarettes they have sent me that do not work and they refuse to credit my account! I've had it and I'm done with this company and I will not be held hostage by crappy customer service anymore I'll just cancel the payment have a great day beware if you decide to do business with this shady company.

  

  Business Response

  Date: 11/30/2022

  Hello,

   

  The customer reached out to us via our customer service email where we informed them that we would need the items returned to us before we can reship their correct items. They were uncooperative with our process so unfortunately we were unable to assist. Attached is a copy of the email exchange. 

   

  Thank you. 

• Initial Complaint

  Date:11/04/2022

  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 just got my vaps today and i orderd 7 and only got five i tried to contact you earlier but haven't heard from you yet i do want you to know that i want to continue business with you all i want is my two other vapes i ordered and a text letting me know u got this ** for your help hope to hear from you soon

  

  Business Response

  Date: 11/07/2022

  Hello,

   

  Two of the customers items were out of stock at the time of fulfillment. We sent the customer an email on the 2nd of November notifying them of the out of stock items and that they were credited for them. We received an email from the customer on the 4th of November regarding the items they did not receive and informed them that the items were out of stock and that we sent them an email. Attached are screenshots of both emails and of the note on the order regarding the out of stock items. 

   

  Thank you. 

• Initial Complaint

  Date:10/20/2022

  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.

  My 16 year old daughter was able to purchase and have delivered products from this company Ive reached out to the company and gotten no response their phone number directs you to an operator and send you to a busy signal

  

  Business Response

  Date: 10/21/2022

  Hello,

   

  We had contact with *** on October 20th regarding the underage purchase. The order was canceled and the minors account was blocked. Attached are screenshots of the email conversation. 

   

  Thank you. 

• Initial Complaint

  Date:10/19/2022

  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.

  They sent me a faulty vape. When I hit it it just stays on/running until it gets hot and shuts down, Im scared it might blow up. I asked for store credit, since the vape is unusable, but they rejected it with no explanation or any solution at all.

  

  Business Response

  Date: 10/20/2022

  Hello,

   

  The customer's return request was rejected as it was past our 48-hour warranty period. Any issues occuring after this period can be due to user error. The customers order was delivered on the 14th of October and the return request was put in on the 18th. Screenshots of this and our policy are attached. 

   

  Thank you. 

  Customer Answer

  Date: 10/21/2022

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

  I used the vape, I then charged the vape, after one charge the battery just stays on running after a small hit, honestly it's scary. I only knew of the faulty battery after I charged it, once. Also, it wasn't being charged for an extended period so I know it wasn't over charged. I only asked for store credit as I have used you in the past and would like to continue to use you in the future. I do, however, appreciate your prompt response.
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 10/21/2022

  Hello,

   

  The device was reported to us after the 48-hour warranty period so we are unfortunately unable to compensate. Attached is our warranty policy. 

   

  Thank you. 

  Customer Answer

  Date: 10/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:
       You can do something such as store credit or even a discount, you simply choose not to. I actually reached out to your admin via email, october 16, but heard nothing back. If one chooses to purchase from this store their shipping is very fast and their products are legit, as far as I can tell. I would recommend opening every single one and charging them right out of the package as their "customer care" is lacking IMO. Also, all this could have been avoided if you would give reason instead of just a REJECTED email. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/07/2022

  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 some vapes and they came in today and 2 out of 3 of them have no flavor and I want my money back or new vapes

  

  Business Response

  Date: 10/11/2022

  Hello,

   

  We have had no correspondence with the customer regarding this issue, attached is a screenshot of the only email exchange we have had with them. Also attached is a screenshot of our policy stating we do not compensate for the taste of products, as neither we nor our distributors can test it. 

   

  Thanks,

  Siera

• Initial Complaint

  Date:09/25/2022

  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.

  Haven't received my order for freemax m pro coils quad.. I was wondering am I getting a tracking number or when would I receive my order..

  

  Business Response

  Date: 09/26/2022

  Hello,

   

  The customers order was delivered on September 24th. I have reached out to the customer via email with information on filing a claim if they did not receive the order. Attached are screenshots of the email and the package tracking. 

   

  Thank you. 

• Initial Complaint

  Date:09/22/2022

  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.

  I ordered online two vapes and a pack of pods. I waited three weeks waiting for any tracking information, emailed multiple times and was not able to get any response. Their website did not have any option to call for customer service. I requested a charge back to my card (their website did not offer a refund option). Their FAQ page leads to a 404, or unavailable link. I had no way of contacting them. The next day I received an email telling me my mailing address had come back to them invalid (I still have not received this email informing me of this), and that they could not ship my package, and that since I had requested a charge back, I was ineligible for a refund and my account was suspended. They told me it was I who was responsible for tracking (although I never received communication that they were unable to ship to me). They told me the only email that I was contacted from was not monitored. Despite the fact that they did not inform me that my address came back invalid, they are still denying my refund request. They gave me no indication that my order was not going to be shipped, despite my attempts to reach out, and had I actually been notified of the address issue, I would have rectified this back in August. I want my refund, although I realize this is an issue between my credit card company and Perfect Vape, LLC. I do however want their shady and dishonest business practices noted somewhere, or otherwise investigated.

  

  Business Response

  Date: 09/26/2022

  Hello,

   

  The customer was awarded the chargeback, because of this we are unable to offer a refund. The package was returned to us due to an insufficient address. Attached are screenshots of the chargeback as well as the tracking for the package. 

   

  Thank you. 

• Initial Complaint

  Date:09/20/2022

  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 was sent a dangerous and defective vape. I contacted them and they didnt respond for several days. When they did respond I was asked to send a video of me using the product. It has been proven that using a leaking vape can cause the leaking liquid to enter the battery and cause explosions. When I responded with this, the customer service rep never responded. It has now been over 48 hours since I requested a return and they have not responded. This is a fly by night company who doesnt have a customer service phone number, and isnt open on the weekends. They sell products which are illegal in this state, and their entire BBB complaint list is all the same. Their company takes no responsibility and has effectively stolen from me. I have since found out that it is illegal to sell nicotine vapes in this state. I would like to get this shady company shut down

  

  Business Response

  Date: 09/21/2022

  Hello,

   

  The customer, Matty, had put in a return request on the 16th of September for a device they had ordered. We reached out to the customer via email on the 19th of September asking for a video of the device being dragged as per our policy. The customer was uncooperative with our request and proceeded to use foul language when demanding a replacement. We do not respond to emails that contain verbal abuse. Attached are screenshots. 

   

  Thank you. 

  Customer Answer

  Date: 09/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: I paid for a vape pen. You shipped me a broken pen. I should not have to record myself pulling from a leaking vape pen to prove to you that its broken. That is horrible customer service. By refusing a refund you have stolen from me. Period. 
  
  Sincerely,
  
  ************************

  

  Business Response

  Date: 09/26/2022

  Hello,

   

  It is our policy that we be provided with a video of defective products being dragged. Unfortunately if no video can be provided we cannot compensate. 

   

  Thank you. 

• Initial Complaint

  Date:09/08/2022

  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 HAVE BOUGHT TWO BAD VAPES FROM THIS PLACE. I LET THE FIRST ONE GO, BUT WHEN I RECEIVED A SECOND VAPE THAT DID NOT WORK, I REQUESTED A REPLACEMENT AND THEY DENIED IT. SO, I NEED MY $30.00 BACK FOR BOTH BAD VAPES. THANK YOU.

  

  Business Response

  Date: 09/09/2022

  Hello,

   

  The customer ******** had reach out on September 3rd via return request stating "This tasted burnt right out of the package and doesn't hold charge for long at all". The return request was rejected as we ask our customers to report defective products within 48 hours of delivery. We do not compensate for the taste of disposable products as neither we nor our distributors can test it. The customer reached out to us on September 8th via our customer service email and claimed the product did not work. Since the email was sent to us nearly 7 days after delivery we responded that it was past our 48-hour warranty and we could not compensate. We are willing to offer the customer a one time accommodation for the most recent defective product if video of the devices battery life can be provided. They have been contacted regarding this matter. Attached are screenshots of our emails, the return request, the packages tracking info, and of our defective product policy. 

   

  Thank you