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Business Profile

Pipes and Smokers Articles

White Horse Vapor Stores, LLC

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pipes and Smokers Articles.

Complaints

This profile includes complaints for White Horse Vapor Stores, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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White Horse Vapor Stores, LLC has 7 locations, listed below.

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    Customer Complaints Summary

    • 40 total complaints in the last 3 years.
    • 18 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/16/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 took payment for the product and never shipped it. When I contacted them the first time, they didnt respond at all. The second time was when the vague answers started and they could not provide a shipping date, estimated date of arrival, etc. I have made several requests for a refund and they are NOT refunding the money. It has been weeks! Whats the most concerning is this seems to be the regular practice of this company and they continue to do the same thing to lots of people. I am filing this complaint in hopes to get my money back and also to highlight how terrible their business practice are and that they are not safe for consumers.

      Business Response

      Date: 09/17/2024

      Hi ****, thank you for bringing this to our attention. Im pleased to inform you that your order was refunded earlier today. The amount should reflect in your account within 3-5 business days. We apologize for the inconvenience and appreciate your patience. If you have any further questions or need assistance, please dont hesitate to reach out to us at ****************

    • Initial Complaint

      Date:09/15/2024

      Type:Product Issues
      Status:
      Resolved
      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 September 2nd, I purchase 3 Lost ************** from vapewh.com. My ID was verified and I receive an email from the company that my shipment was being prepared on the 5th of September 2024. As of today, 15Sep24, my order still has not shipped. I have not received any emails since then. I have mailed their help center on multiple occasions and all I've gotten as a response is someone will get back with me in 24 to 48 hours. I either want my merchandise that I paid for or a refund of ***** if they cannot fulfill my order. Thank you

      Business Response

      Date: 09/17/2024

      Hi Maz, thank you for your patience. We have canceled your order and processed a full refund of $44.91. You should see the amount reflected in your bank account within 3-5 business days. We apologize for the inconvenience and appreciate your understanding. If you have any further questions or need additional assistance, please feel free to reach out at ***************.

      Customer Answer

      Date: 09/17/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:09/11/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 haven't received my items nor have I gotten any tracking info. They verified my identity and then sent me an email saying I would have to sign for package and never updated. I just want what I paid for.

      Business Response

      Date: 09/12/2024

      Hi ******, thank you for reaching out. Im pleased to let you know that your package is scheduled to be delivered tomorrow, September 13th. You should receive a tracking update soon if you havent already. Please let us know if you need any further assistance or if theres anything else we can help with.

    • Initial Complaint

      Date:09/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 didnt receive a package I ordered from them and they dont respond to my emails the only response I got was to file a claim with **** but they didnt insure my package so **** wont allow me to file a claim. I let them know this in murmurous emails and they take weeks to reply and I told them this feels as if theyre stealing money from me and they continue to ignore and this is disturbing that a business would just steal someones money

      Business Response

      Date: 09/12/2024

      Hi Destiny, thank you for your patience. Im pleased to inform you that your most recent order was out for delivery today with *****. Regarding the lost package you previously reported, our policy allows for one replacement per customer. Since you have already reported one lost package in July, if this new order is lost or stolen after delivery, you would need to file a claim directly with the carrier for any further resolution. If you have any other questions or need assistance, please let us know. Were here to help and want to ensure you have a positive experience with us. 

      Customer Answer

      Date: 09/12/2024

      I dont know how many times I have to tell you that i attempted multiple times to file a claim with ****. They will not allow me to continue the process as the package was uninsured and was under $100!! There was no button on your site to have my package insured so this is not my issue. I am still waiting for the most current package but as of the last one that never came I just want a refund. It was around $70. Please just make an exception because this is insane. You guys have left mutiple emails unanswered and blatantly ignored. I will not ever be ordering again after I get my most recent order. I am not satisfied until I get my money for the product I NEVER RECEIVED FROM YOUR COMPANY. You are basically telling me theres no way Im gonna get my money back because Ive told you/sent many screenshots of **** not allowing me to go through with the claim process because you guys didnt insure the package! But once again.. here are screenshots of me attempting to file a claim. I just want my money back for the shipment I never received. This is basically stealing at this point and Im over going back and forth and just want my money returned.

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

      [.]


      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      Destiny

       

       

    • Initial Complaint

      Date:09/09/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 as I've done many many times before online and the product was paid for I received a confirmation email stating that when product shipped I would receive an email. It has been 10 days since I ordered I cannot get anywhere with customer service repeatedly left emails lodging my complaints I paid $61 and change for four products to be shipped to my house as they've done before. I called the number at the store and they say that they can't help me they're not affiliated with the online store which I believe is to be a lie since reading the better Business bureau complaints. I want my money back or I want my product

      Business Response

      Date: 09/12/2024

      Hi *******. We are sorry for the delayed response from our team. Please note that your order will be canceled and refunded shortly due to shipping restrictions in your area. These are recent regulation changes, and we have been trying to accommodate incoming orders to comply with them. Thank you for your patience. We apologize for the inconvenience! As an alternative, we are offering in-store pickup at our location in ****************. If youd like to take advantage of this option or if theres anything else we can assist with, please let us know.

      Customer Answer

      Date: 09/12/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I require a full refund of my cost to be credited back to my payment method. When I receive my refund I will accept the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. In closing if I would have received a prompt notification that the business was unable to fulfill my order I would have not needed to involve the better business bureau. I don't believe customer service in this instance was forthcoming nor prompt and answering concerns.

      Regards,

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

    • Initial Complaint

      Date:09/07/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 as I have in the past on 8/30/24. I understand due to the weekend/holiday it says fulfilled on 9/2/24. I was charged $17.73 at time of order. There is no tracking information nor have I received the product. I have called multiple times & sent multiple emails all week with no response.

      Business Response

      Date: 09/12/2024

      Hello ******. Thank you for your patience. Im sorry for any inconvenience this has caused. Unfortunately, we are currently not shipping to your area. Our customer service team has reached out to inform you that your order has been canceled and a refund has been processed back to your account. You should see the refund reflected in your account within 3-5 business days.

      As an alternative, we are offering in-store pickup at our location in ****************. If youd like to take advantage of this option or if theres anything else we can assist with, please let us know. Thank you for your understanding. 

      Customer Answer

      Date: 09/12/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:07/16/2024

      Type:Product Issues
      Status:
      Resolved
      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 some vapes from here, as I have done in the past. Only this time they took my money, and unable to send the products. Paid them $85 for nothing. Since they are not sending us anything we would like our money refunded.

      Customer Answer

      Date: 07/27/2024

      [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

      Better Business Bureau:

      I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

      Regards,

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

    • Initial Complaint

      Date:06/25/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 WHVapor sent me the completely wrong items. All 5 of them were incorrect. Sent them 2 emails, and found their number online and called them. I have had no response from them. They only give you free shipping if you spend over $80 so that's what most of us do. I'm really annoyed at this point. I work 16 hour shifts 6 days a week. I don't have time for issues like this. I just want what I paid for or a refund. It shouldn't be this hard to correct a mistake that THEY made. This place has the worst customer support I've ever seen.

      Business Response

      Date: 06/26/2024

      Hi ********, we wanted to inform you that our customer service team has reached out to you with a return shipping label. Once the incorrect items are in transit, we will promptly ship out your new order with the correct products. We apologize for any inconvenience this may have caused. Please let our customer service team know if you are able to drop the incorrect vapes at the post office. We will be happy to expedite the shipment of the correct products to you. Thank you for your understanding. 

      Customer Answer

      Date: 06/26/2024

      Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.  I am concerned that this company will not make this right. I was told 2 different things by this company. First they said that they would refund my purchase once my return was in transit, then they said they would replace them with the correct items a few hours later. Well, which is it? Per their policy it clearly states that they do not accept returns. I'm fine if I get what I paid for or if they refund but according to other complaints people have just completely lost out. No vapes and or no refund. I really hope this doesn't happen. I am sending the package back to Rhode Island which is what the label they sent me says, but the 3rd party that mailed me the vapes is out of *****. It bothers me that this complaint will be closed prior to any action on the sellers part.

      [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

      Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

      FAQ

      Regards,

      ********

       

       

    • Initial Complaint

      Date:06/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 the product for the first time last week with a 3-5 day ship delivery guarantee. The order was updated with tracking for DHL but no movement as it said **** was awaiting the package for days. **** is now saying today that it is being returned to sender due to an incorrect address. The website for the vapes said to reach out to DHL. DHL cant do anything w a **** tracking. **** said to text out to the sender. Thera no way to get in touch with the company, and have not received a response from them. I have never had a single issue with my delivery address. I want my vapes delivered today or my refund processed asap.

      Business Response

      Date: 06/16/2024

      *******, we apologize for the inconvenience you experienced with your order. Our customer service team has reached out to you via email and offered a gift card or a refund. Please let us know which option you prefer, and we will process it promptly. Thank you for your patience.

    • Initial Complaint

      Date:05/28/2024

      Type:Delivery Issues
      Status:
      Answered
      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 this company went to look up tracking info or anything but the website says my order doesn't exist...order number ********* if my order doesn't exist why was the money taken from my account? Please refund if you're not gonna send me the vape I paid for thanks

      Business Response

      Date: 05/29/2024

      Hi ********,

      Our records show that your order was shipped out on 5/28/24, which was yesterday. Our customer service team has provided you with the *** tracking number. If you need further assistance, please contact us at ****************

    White Horse Vapor Stores, LLC is NOT a BBB Accredited Business.

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