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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:02/09/2023

      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 some products from this online store (order ##********) and they are refusing to send it out. They took my money, provided me with a tracking number, but they failed to deliver my package to the shipping carrier. I have tried to reach out to them on multiple occasions through email and ******** messenger without a response. These people are scamming customers who order online. Just go through their ****** reviews and you'll see many others who have ordered but never received anything. I work hard for my money and I'm not about to let a vape shop scam me like this.

      Business Response

      Date: 02/09/2023

      Hi there,

      In looking over your order details I see that this was a first time order for you, which we advise will typically add an additional day delay while your ID verification is being completed. The order was also placed on a Sunday morning (we do not fulfill orders over the weekend or on holidays) 

       

      We make every effort to fulfill our customer orders within 24 hours of placing them, which we did in this case. Your order was placed on the 5th and was fulfilled on the 6th and is currently confirmed as received by *** on tracking # ******************************************************************************************* but they have not yet updated the scan, this is not something that we control.

       

      Today is the 9th. We're talking about 3 days from when the order was fulfilled. Please take a moment to consider that our shipping methods are clearly stated as ground shipping, regardless of the fulfillment option you select. We are well within our shipping guidelines and encourage our customers to allow for things beyond our control once the package is in the carriers hands.

       

      Rest assured that your order is on its way. We resent any implications that we are a "scam" company as we've been conducting business for customers just like you for over 8 years. We are certainly monitoring your order's progress and are confident that you are going to be receiving this very shortly.

       

      Happy vaping!

      Customer Answer

      Date: 02/09/2023

       

       

       

      I am not satisfied because the business stated in their response that they dropped off my package at **** but I called *** and they said it was never dropped off. In addition, it still says "label created" on the tracking, and everyone knows that label created means the package hasn't been given to the shipping carrier yet.

       

      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. 

      [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,

      *******

       

       

      Business Response

      Date: 02/13/2023

      Checking the tracking information on the original order we also confirm that there is no movement on this order so we have sent a replacement to the customer at no additional cost to him.

    • Initial Complaint

      Date:01/31/2023

      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.
      Ordered $84.27 in products that were never delivered. Contacted the company who stated they'd give me a credit for the amount. After several days they finally sent a credit for half the amount which remains unused as I demand a credit for the full amount or a full refund, whichever they'd prefer. I am not paying for products I didn't receive.

      Business Response

      Date: 02/01/2023

      We're very sorry to hear that you didn't have a positive experience with the customer support team. It does look like you were issued a credit for the full amount of your original lost package and that you placed an order just yesterday and applied the full amount of $84.27 to that order. Please see attached screen shot of gift card redemption.

       

      We're happy that we were able to resolve this for you!

      Customer Answer

      Date: 02/02/2023

      [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:11/21/2022

      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 made a purchase from White Horse Vape on 11/01/2022 in the amount of $50.85 ORDER ********. I received an email on 11/02/2022 stating the order has shipped. I have not received the order and the tracking has not moved since 11/07/2022. I contacted **** and they stated the company did not add insurance or anything on the package so they are not responsible, it would be on the company to refund my order however after multiple attempts with emails to white horse support they have continued to blame fault on the carrier and will not resolve the issue. I have been a loyal customer and purchased from this company multiple times, the customer service or lack of has now caused a loss of a customer. I want a refund for the order.

      Business Response

      Date: 11/22/2022

      Hi ******,

       

      Please see the attached screenshot regarding your order. It does look like *************** to you but it is arriving later than expected. I do see that you placed another order on 11/10 which has been delivered to you.

       

      We value our customers greatly and will ensure that we get a resolution in place for you with this order. We understand that packages can and do get lost in transit but we will go above and beyond to do what we can to take care of them.

       

      I will be reaching out to you directly and will be involved in every step along the way to turn this negative experience into a positive one, rest assured!

    • Initial Complaint

      Date:10/05/2022

      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.
      Filing a complaint against White Horse Vapor due to not meeting expedited shipping expectations as stated on their website. I paid extra fee for expedited shipping and the product still has yet to be shipped. When trying to contact White Horse Vapor on their social media Instagram account, website, email and phone number stated on their website, there was no response. Additionally the number on their website is not a working line. I was only able to get in contact with retail from a third-party website that contained the correct phone number, where I was redirected to customer service which was unavailable and have yet to return my voicemails/messages.

      Business Response

      Date: 10/06/2022

      We have reached out directly to this customer to correct the issue and will update status once a resolution has been made.

    • Initial Complaint

      Date:08/25/2022

      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've requested a refund twice now, the last time I contacted you they gave me a refund for only the expedited shipping and that was all. I've contacted them and told them I wanted to cancel the order and have my account refunded and they continue to ignore me and try to still send the product which still hasn't been received

      Business Response

      Date: 08/26/2022

      We have made every attempt to ship customer's order but both orders have been returned to sender as the customer provided insufficient details for their order (as seen in first attachment, delivery was attempted by **** and rejected) so a 2nd order was made at no additional cost to the customer which is also being returned back to us. We have refunded the customer's payment as seen in second attachment and consider this to be an acceptable resolution. We ship to the name and address that the customer specifies and the transit/delivery is entirely dependent on the carrier once it leaves our facility.

    • Initial Complaint

      Date:08/22/2022

      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.
      I paid for expedited shipping and it's been over a week and I still haven't received my items. Money was taken out of my account soon as I placed my order and I've been trying to contact the company and can't get any type of response

      Business Response

      Date: 08/22/2022

      We have reached out to the customer to discuss several options to resolve the expedited shipping issue and will follow up once resolution has been reached.

    • Initial Complaint

      Date:08/03/2022

      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.
      Monday June 27, 2022 I visited the White Horse Vapor website and ordered merchandise from them totaling the amount of $61.44. I received a notification on July 12th that my package had been delivered, but my mail room had no record of it ever arriving. I contacted White Horse Vapor about their customer service policies pertaining to lost packages, reimbursements, and replacements. The company still hasnt done anything about it and I believe my initial date of contact was July 27, 2022

      Business Response

      Date: 08/03/2022

      Working with customer to provide a replacement package for lost **** delivery. Replacement order plus complementary item is being issued at no additional cost to the customer.

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

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