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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:12/22/2023

      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 their one of there products, paid for 2 day shipping and they never sent the package out. They give a tracking number but when you track it, it just says **** is still awaiting package. They do not have customer support just a bot that sends automated messages back.

      Business Response

      Date: 01/23/2024

      Hello, Our support team received the customers complaint about their package not being received. The order was shipped out on 12/14/2023 from our facility. On 12/17/23, the carrier stopped updating tracking and the package appeared to be lost with the carrier. We issued compensation to the customer after our investigation into this matter. Compensation was issued and accepted by the customer on 12/30/2024.

    • Initial Complaint

      Date:12/07/2023

      Type:Product 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.
      Ordered and paid for products online. I never received the product. I wrote and called to the company almost a month after ordering. I explained that I have yet to receive the product. They told me to take it up with the carrier that they are not responsible. They gave me a tracking number but that tracking number always says the package is in transit. I asked for a refund and they refused. I believe I got scammed out of my money. The business should be fined and forbidden to offer products online.

      Business Response

      Date: 12/26/2023

      Our customer service team has been corresponding with the customer about the current status of this order. It was shipped out on November 21st, one day after the order was placed. The tracking information for this order showed movement while in the carriers possession. We also see that the package was delivered to the recipients mailbox on 12/13. The customer was advised to start a claim with the carrier for the package since it does show a delivered status. 

    • Initial Complaint

      Date:12/06/2023

      Type:Service or Repair 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 made a purchase 2 weeks ago and never received the product ordered. I have asked the business several times if I can have the items resent or be issued a refund and at first I received several emails that avoided my question and then no response at all.

    • Initial Complaint

      Date:11/24/2023

      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.
      **** taking yall sweet time with my order

      Business Response

      Date: 12/11/2023

      Hello,

      We apologize for the delay with your order. Our system shows our support team responded to your status request on 11/27, and notifed you that the order was in transit to you. The package was delivered to you on 11/29. We aim to ship all orders as quickly as possible but unfortunately, we have little control over how fast the carrier delivers the package. Our support team is always happy to help if you have any further questions. Thank you.

    • Initial Complaint

      Date:08/03/2023

      Type:Service or Repair 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 August 1st I placed an order (#********) just shortly after 4:30 p.m. MST. I understood that was a late in the day order, which was fine. They give you 3 options for delivery, which I uploaded screenshots for you to see. Two of those options require you to pay for quicker delivery. I wanted them sooner so I paid for the fastest delivery which states "usually arrives in 2-3 business days". When I went to track my delivery today it has a delivery date of 8/9 which if you count the days without counting the first is 6 business days, which is what they offer for a free delivery. I sent an email in regards to this and they said what I paid for was speedy handling not delivery. So I quoted back what their website says and sent the screenshots. They tried to tell me that only means speedy handling and that was what I paid for. And that only meant they would get my package together quicker. I will quote what else their website states for all 3 forms of delivery, "We process your order when it's received. then match it to the ** you uploaded to ensure we're legally compliant." So that means they process ALL orders in the same timeframe whether you pay extra or not. In my email correspondence, they also stated it typically takes 1-3 business days for all orders to come ground shipping. Since my order was shipped yesterday that means it should be to my house by 8/5. But the tracking is showing 8/9. That is 3 business days after what they are arguing with me to prove their point. Their website is very misleading and they misrepresenting how and when they ship things. I want a refund of my shipping cost I paid of $11.99. They are fully aware that is ALL I am asking for. If this is not resolved by tomorrow (which I know you, the BBB, cannot have it resolved that quickly) I want a full refund and for my order to be completely cancelled, as I paid them $136.12 and now have to buy the product somewhere else. I would have never paid the extra $11,99 had I known.

    • Initial Complaint

      Date:07/10/2023

      Type:Sales and Advertising 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 06/30/23, I placed an order, Order #******** with the business, with a speedy handling fee of $11.99(2-3 bus day shipping). The order was updated and credited back $43.50 for unavailable items and I received an email stating it shipped but no shipping information. I also received a $5 gift card for the the canceled items. On 07/04/23, I emailed cust serv and received a response stating I would have shipping details soon as the order was sent out via another facility due to inventory issues.I responded explaining I had received an email stating it shipped, but no tracking. On 07/06/23, I received a response stating that they were working on it and I should receive tracking details soon.Again, I responded explaining I was told it already shipped and I paid for speedy shipping. I received an email back immediately stating that it was being escalated to their internal team and I would be provided with an update when they had one. In the meantime, I had received a different order (#********) on 07/05/2023. On 07/08/23, I received a duplicate shipment of Order #********. I emailed them on 07/07/23 to let them know requesting a shipping label so I could return them and again questioning where Order #******** was. Today, 07/10/23, I receive an email saying Order#********* has been updated and delived on 07/08/23 (THE DUPLICATE ORDER) with the shipping label numbers on that box. They are no longer responding to my emails. They are saying they've sent me my $101.03 in Order #********* AFTER i informed them they sent me duplicate INCORRECT product, which does NOT total the same amount. At no point, until today was there ever any tracking info showing for this order. They are basically stealing my money because they will not refund me, they will not answer my emails, they sent me the wrong product, and refuse to send me the correct product that I paid for. I have placed another order since assuming this would be resolved before I got the delivery email and that has shipped.

      Business Response

      Date: 08/14/2023

      We reached out to this customer and cleared up the concern.This issue was resolved directly with the customer. 

      Customer Answer

      Date: 08/15/2023

      [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:07/08/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      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 White horse Vapor on July 3,2023. ORDER# ******** On July 5th I received an email stating a label has been created. My package still has not moved. I contacted White horse several times and was told every time **** has not been scanning there packages. It should be on its way. July 6th and my package is still in ***** same spot never been picked up by the carrier. I contacted White Horse again to receive an email stating they will personally look into this issue because it has not moved at all. Ok fineJuly 7th and no response from White horse at all!!! Today is July 8th STILL NO MOVEMENT WITH THE PACKAGE AND NO RESPONSE FROM WHITE HORSE VAPOR AT ALL!!! They do not take any responsibility for there mistakes instead they are blaming it on **** when clearly my package was never picked up from there warehouse!! They take your money but do not offer a refund for there mistakes!! Im beyond shocked at how this company treats there customers!!! Right away they should have sent out replacements. Iam out ***** and no vapes!! I have been a loyal customer for over a year but obviously they just care about money and not there customers!! I want a full refund now I have been extremely stressed over this situation. I have used these vapes to help with quitting smoking, now due to this stress and not receiving my items I ordered I started smoking again!! They do not take any responsibility for there mistakes instead they put the blame on the ****!!!

      Customer Answer

      Date: 07/18/2023

      I have not heard from the business in response to my complaint.
      I will never order from this company again!!

      If I had complained about this company when my order ended up in ****** months ago and they never had the decency to get back to me regarding the situation and now this last time I will never ever order from them again. 
      They take customers money they do not refund customers nor do they care if the customers ever receive there package. 
      Iam fed up with taking a ****** every time I order from them, thinking will I get what I purchased or will it end up across the country. Customers spend money they deserve a response as well as a refund.
      Good luck to them!!

    • Initial Complaint

      Date:06/12/2023

      Type:Product Issues
      Status:
      Unanswered
      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: 1 - ******* Blue razzleberry pomegranate ripe mega **** disposable vape 1 - Elf bar Rainbow Candy BC **** vape I received the completely wrong order. That's all after I waited a full week because a whole other mistake on their end. They took my money out of my account. Then proceeded to hold onto the money for 5 days before I finally called to see whst was wrong and they informed me they suspected fraud on my account. Which was not true. They are required to refund my money and immediately report said fraud to me. Which they didn't.

    • Initial Complaint

      Date:05/16/2023

      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.
      ******** this is my invoice number that was confirmed on April 19th. The order amount was $131.35.. They were timely and I received my order April 22nd. The order I received had more items in the box and none of them were mine. I contacted the company via emails and they replied with a shipping label to ship the box back which I had to wait until they received the box in order for them to ship my box out but they already have my money.The box I shipped out arrived May 3rd to the address that they provided me on the label. We have been emailing back and forth daily if they answer.. So May 7th I'm starting to get upset because they're telling me that they did not receive the box and they will not send my product.I told them they did receive it I sent them the *** delivery to ******* ***** or something which they provided was the wrong address where they're not located. So they messed up my order and then they gave me a bunk label. The package I received was immediately shipped back minus one vape which may have cost $13 because I took one out. I didn't like it but I was frustrated and I wanted some nicotine. So anyways they refuse to refund my money until the package is confirmed that it was received by their own other branch of their business which arrived May 3rd and now it's May 16th.. I've requested my money back I no longer want the order I was leaving for vacation and I had plenty of time to receive it..

      Business Response

      Date: 05/17/2023

      Hi Magnolia,

      Thank you for reaching out regarding your recent order. We value your feedback and want to ensure you continue to have a great shopping experience with us.We sincerly apologize that you were sent the incorrect products in this last order. Upon looking into this issue for you, the problem seems to be that you have multiple accounts with ** and the shipping label you received is not linked to either account. Also, the return address from the photos you submitted do not match any of our return faciliies. We're continuing to look into this issue for you but in the meantime, we have already issued you a replacement order for the correct items to be shipped out to you right away. The new order information and tracking should be availble in your email. We're happy to have the opportunity to make this right for you. If you have any further concerns please feel free to reach out to us directly and we can put you in touch with a manager that will be happy to help. 

    • Initial Complaint

      Date:03/07/2023

      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.
      On January 11, 2023 I ordered $140 in products. Order #********. I received the order on January 14, 2023 and upon opening the box noticed that my order was not completely fulfilled. I logged into the website and sent a "contact us" form stating the discrepancy. I never received an email back. I sent multiple "contact us" forms over the next few days with no response back. Finally when I get ****************************** over the chat bot to respond I am told that they only facilitate a resolution within 10 days of order delivery per their "Return and Exchange Policy". I had neither an exchange or a return, I was missing part of my order.

      Business Response

      Date: 03/10/2023

      I have reached out directly to this customer to start a resolution on their missing item on 3/7 and have not received a reply back as of this writing.

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

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