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:09/05/2022

  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 from prefectvape.com and used my account as i usually do. I received order confirmation and later shipping confirmation. There was no tracking info. Come to find out theyve shipped to just ****. theres no street name after the numbers on my order. My address is even saved to my account so im confused how this happened and how my order was even shipped with no street name. I just want my oder reshipped with the right address so i will actually receive it. I have filed this complaint because no one gets back to me when using their complaint system. Love this website and i order from them all the time, just sad im not getting helped with what i need. I just want a response and remedy to this problem. thank you.

  

  Business Response

  Date: 09/07/2022

  Hello,

   

  The customer ******* had provided an incomplete shipping address during checkout. We ask our customers to confirm their order information before checking out as we ship to the address provided. The customer contacted us regarding the issue but the package had already been shipped out therefore we could not update it. We let the customer know that we could reship their package once it was shipped back to us if they agreed to pay our reship fee, which they agreed to. Their new package was shipped out that same day. Attached are screenshots of the email conversation and the reships tracking information with the correct address we were provided in the email exchange. 

   

  Thanks,

  Siera

• Initial Complaint

  Date:08/25/2022

  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.

  Order date: 7/27/22 Product leaked and the battery would continuously run Requested a replacement 8/22/22 when I opened the day before and only got a rejection email with no reason as to why. Responded asking for the reason and have not received a response. Product cost 14.08
  

  

  Business Response

  Date: 08/26/2022

  Hello,

  
  As this order is from July, we cannot accept the return. We have a policy that defective disposable vapes must be reported within 48 hours of delivery. Disposables within a customer's possession for over 48 hours is the customer's responsibility. Disposable vapes are advised to not be placed in an extreme temperatures nor water.

   

  Thank you

• Initial Complaint

  Date:08/17/2022

  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.

  Let me start by saying that I've been ordering from this company with no problem monthly for awhile now with no problems whatsoever and have contacted the company and asked for them for help in this matter.My Order #******* was placed 8-1-2022, my card was charged the next day. The package didn't ship until 8-8-2022 and the tracking was not updated until 8-13-2022 when it said delivered. Tracking number **** **** **** **** **** 60. The package was not in my mailbox. My neighbors did not receive it either.After contracting the company and being told that l needed to file a claim with ***** l did. After speaking to **** they said that the sender needed to file the claim. The customer service rep is unwilling to help or offer any other solution on this $300+ order. I can't afford the loss of that money/package.Copies of emails available upon request.

  

  Business Response

  Date: 08/22/2022

  Hello,

  The tracking number for this order does show it was scanned and delivered at the address the customer provided at checkout. For that reason, we are unable to assist further and refer the customer to **** as they can show the customer a GPS of the scans. If GPS states they show it was delivered at same address provided, we are left to believe theft may have occurred in which a police report must be done. 

  Thank you

• Initial Complaint

  Date:08/08/2022

  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.

  Purchased three vapes from this company on August 1, 2022. When I received them, they had leaked out. They were empty and the juice was all over the packaging and the vapes. I sent an email requesting a refund along with pictures and they refuse to do anything. Ive sent several emails. I just want my money back.

  

  Business Response

  Date: 08/09/2022

  Hello,

   

  We asked the customer to display a video of the issue but the customer did not. Leakage is a normal occurrence but does not deem the device defective or unsafe. 

  The customer did not show a photo or point out the crack in one of the devices. I have refunded that device in the amount of $8.90 as well as $5 in credit for shipping. The customer also did not display the 3rd device regarding leakage issue.

   

  Thank you.

• Initial Complaint

  Date:08/03/2022

  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 vape juice from them on 7/27..items were supposedly shipped 7/29.As of 8/3 i still have no tracking number. They state it could go to spam but theres nothing in spam. They dont answer emails dont answer their customer support inquiries..they no longer answer thier phone number. And based on all the complaints and bad reviews from customers i want something done!My order number is :*******

  

  Business Response

  Date: 08/03/2022

  Hello,

  
  We have not received any emails from this customer. Attached is a screenshot of our email system and the only email we have was an outbound email to the customer letting them know we were out of stock on an item.

  We believe the email on file was incorrect when the customer registered their account.

  This is the customer's tracking:

   

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

   

  Thank you

  Customer Answer

  Date: 08/03/2022

  I jumped the gun. I saw alot of bad reviews and got nervous not getting a tracking number untill i emailed them please accept my apology and cancel this complaint.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:08/01/2022

  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.

  The only transaction I can find is from 7/28/22 for $54.97. However, there are others. I didn't authorize this purchase. I am unable to contact the company because their phone number just hangs up on you. I cannot settle this on my own and want my money back and don't want to be charged again. I do not have a tracking number since I never ordered from them.

  

  Business Response

  Date: 08/01/2022

  Hello,

   

  We have found orders in which contains the same address as Jennifer Worley. Please reach out at [email protected] and a manager will assist immediately.

   

  Thank you

  

  Business Response

  Date: 08/02/2022

  Hello,

   

  As this package has already been delivered, we require the products to be sent back for a refund. We ask the customer to speak with the other person who made this illegal order as more than likely, the other person has the product.

  Attached is a screenshot of the tracking information.

   

  Thank you

  Customer Answer

  Date: 08/02/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  Jennifer ******

• Initial Complaint

  Date:07/26/2022

  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.

  I placed an order with PerfectVape on 7/16/22. (Full order details at the bottom)I received an email saying I would be updated with a shipping/tracking email from stamps.com.I received an email on 7/19/22 from PerfectVape stating that the order had been updated to shipped. (No tracking info)On 7/26/22 (10 days later) I still had received no tracking information, so I created a support ticket with perfect vape.The customer support representative responded that the product had been returned to them because **** didn't recognize my address. I regularly receive packages from **** so I doubt this is the real issue. They didn't tell me about this, I had to ask. That is terrible service. I'm fairly certain without me complaining they would have kept my money and swept it under the rug. On their own website, my order still shows as shipped...Ideally, I get the products I paid for, but based on the other reviews I'm just crossing my fingers for a refund.Order Number #******* 1 x 32oz bottle of VG 1 x 16oz bottle of PG 1 x 32oz bottle of Salt Nicotine base

  

  Business Response

  Date: 07/28/2022

  Hello,

   

  This customer's package tracking information is: **********************

  I've attached the tracking information in which **** states "Addressee Unknown". We replied to the customer to let the customer aware of the situation and confirm their address. Our process is once the customer confirms the address, we contact a **** representative to escalate the issue and to attempt to reverse the situation to be delivered to the customer. We have reached out and the representative responded today in which they state they are investigating.

  We are not ignoring the situation but are working to find the resolution for the customer. We tell customers that reply can take 1-2 business days as we work to find answers but as the customer is displaying immediate solutions, we will initiate a refund process at this time.

   

  Attached is a screen shot of the tracking history and refund.

   

  Thank you