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White Horse Vapor Stores, LLCHeadquarters
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Reviews
This profile includes reviews for White Horse Vapor Stores, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
3.28/5 stars
Average of 87 Customer Reviews
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Review fromJeff H
Date: 12/07/2022
1 starJeff H
Date: 12/07/2022
placed on order on 11/24, immediately received an email confirmation of order.11/25, received an "it's on the way" email 11/26, received an updated shipping email with tracking number 11/28, checked tracking number & got the message "The U.S. ************** was electronically notified by the shipper on November 26, 2022 to expect your package for mailing. This does not indicate receipt by the **** or the actual mailing date. Delivery status information will be provided if/when available.". on 12/1, emailed company (through the web site, asking when it was actually going to be delivered, not just have a label created.....no response, whatsoever. again, on 12/4, sent another message (again, thorough their web site), and again, to date (12/6) have had ZERO response. today, 12/6, I attempted to call & the phone didn't even ring, but I got a "we're sorry, the voice mail box you've reached is full, goodbye" message.take your money, generate a shipping label, but don't ship product & then ignore any email & don't respond/listen to any of their voice mails: if I could give them zero stars, I'd happily do so!White Horse Vapor Stores, LLC
Date: 12/07/2022
Hi ****,I have checked the status of your order and can confirm that it was in fact shipped out. The reason for the hold up seemed to be an out of stock item, in which case you'll certainly be refunded for the item you don't receive. Since the order was placed on Thanksgiving day it wasn't fulfilled immediately. We're deeply sorry that you didn't receive a response from the customer service team about your inquiry. Typically first time orders will take an extra day or 2 longer to be processed while your ID verification is being completed but I see that has been approved and you should be getting your order by end of day 12/9. It's very likely that **** just hasn't scanned the item through the distribution network yet but you should be seeing movement on it very shortly! I will sent you an email with my direct contact information so we can keep an open dialog on your order and ensure it's delivered to you.Review fromSabrina M
Date: 11/22/2022
1 starSabrina M
Date: 11/22/2022
Super disappointed, ordered 5 vapes total, 2 of them were suppose to be the Hyde rebel **** puff count and instead I received Hyde color disposable ******* countas if thats not bad enough upon opening one of the Hyde color edition vapes, theres NO flavor whatsoever and a crack on the side of the device!!! The Hyde colors sell for half the price of the Hyde rebel, so while I understand the rebel might have been out of stock why replace them with something worth way less with way less puffs?! And if the replacements had atleast worked it wouldnt be as bad but seriously??? $101 for 3 vapes??? Come on and not to mention I hate 2 of the 3 theyre way too sweeet but that part is on me for trying something new.I feel completely taken advantage of and I def def def do NOT recommend anyone order from these guys!!!! While the shipping is fast and convenient, their products and customer service suck!!!!!!!!!White Horse Vapor Stores, LLC
Date: 11/23/2022
Hi *******,This is very concerning to hear! After searching for you in the ticketing system I don't see any interaction with our customer service team and urge you to contact customer service at ************************************************************************** so a ticket can be opened to take care of the incorrect items you received on your order. You are still within the return policy window and we would be happy to correct this issue for you, once again please contact us via the appropriate outlet at ************************************************************************** so we can keep everything documented in one area. Thank you in advance!Review fromRhonda B.
Date: 11/17/2022
1 starRhonda B.
Date: 11/17/2022
My order never arrived but this company wouldn't send a replacement. Said they are not responsible. Wouldn't use them againWhite Horse Vapor Stores, LLC
Date: 11/23/2022
We show that **** marked your package as delivered. Once packages leave our facility it's entirely up to the carrier on how it's routed and delivered to the customer. While that responsibility lies with the carrier, I also see that we issued you a refund for your order which makes the 1 star review very confusing for us as the situation seems to have been resolved in your favor. We are unable to send out physical replacements for items due to our product being so strictly regulated state by state. You will be able to use the credit you received on any subsequent order for any of our products and hope that your next experience is a more positive one!Review fromSerena F
Date: 10/05/2022
1 starSerena F
Date: 10/05/2022
I paid for expedited shipping 2-3 days instead of the "free" 4-5 day shipping offered and the device still took 5 days to arrive. I emailed them regarding that... no response.... then The device that was delivered to me didn't even work and forget about trying to get a refund they literally requested I make and email them a video of the faulty device then never bothered to respond to it or any of the ensuing emails i sent to them after in an attempt to resolve the matter. Completely unprofessional a terrible experience I don't recommend at all!White Horse Vapor Stores, LLC
Date: 10/05/2022
Hi ******,I wanted to reach out to you directly since I'm the one that will be responding to your BBB review. I'm very sorry that your experience with us fell short of your expectations. I'm also a customer and it's important for me that you receive the same level of service that I expect as a customer so I want to address your concerns directly with you here. This will also be submitted as a response to your review with supporting documentation.First issue I see that you paid for the expedited fulfillment. I want to stress that even our website details clearly that the expedited option essentially puts you first in queue for having your order fulfilled ahead of anyone who selected the standard option. The shipping time remains the same regardless of what option you select but the picking and packing of your order will be first. Once the carrier has it in their possession and it leaves our facility, the shipping time/duration is completely out of our hands. I also see that this was your first time order which will add 1-2 extra days on account of the ** verification process that all new customers must undergo. There's a whole section in our FAQ regarding ** verification. For your second issue I see that you had also received a defective item. Unfortunately there are instances where someone may receive a product that is dead on arrival, but you did the right thing! As long as you contact customer service and supply the requested photo/video that illustrates the problem, we will always make it right for our customers. I see that you were issued a refund just yesterday in fact for the defective item. We stand behind our products and if you ever receive something that is not working we are more than happy to take care of it for you. It may not be instantaneously but I can assure you that someone from customer service will reach out as soon as your ticket is viewed. It's my goal to turn your 1 star experience into a 5 star one. Whenever you're ready to order from us again, use the code Ive provided you when you check out and you'll receive an additional discount on me. I think that you'll find your experience only gets better and better with us once you cross the first time order hurdle with the ** verification. If you have any other problems please feel free to reach out directly to me and I'll do my best to assist you however I'm able to. I look forward to hearing back from you!Warm regards,White Horse VaporReview fromS. W.
Date: 09/30/2022
1 starS. W.
Date: 09/30/2022
When a company takes my money but does not deliver the product I paid for and ignores multiple attempts to contact customer service, this is called stealing.It's been a couple of years since I've ordered from White Horse. After making an online order earlier this week, I got a notice saying my age verification was under review. Not unusual - I've had it happen on other sites. It took 2 days to receive a followup requesting a "selfie".I responded asking why my driver's license was not sufficient. No response.I check and see they've already taken my money and send another email. No response.Another day goes by and I decide to comply and send a photo even though I'd still like to understand how a selfie is legal age verification. STILL no response.As someone who always tries to support local businesses as much as possible, having these people just take my money from me and ghost me is probably the worst customer service experience I've ever had in my life.White Horse Vapor Stores, LLC
Date: 10/01/2022
I have reached out directly to the customer to explain the Real ID verification process and have provided a satisfactory resolution to her for the inconvenience she experienced with the ordering process.S. W.
Date: 10/04/2022
I appreciate the communication and have received my order. I was also promised that this was a one-time issue. Although I can't find an option to adjust my original review, I am agreeing with the above comment that this has been resolved.White Horse Vapor Stores, LLC
Date: 10/04/2022
I have followed up with a resolution and customer has confirmed she did receive her order.Review fromDaniel N
Date: 08/23/2022
1 starDaniel N
Date: 08/23/2022
I placed an order for 4 vapes and when I received my order, one of the vapes was a completely wrong brand and flavor. I reached out to their support email, the only way listed to contact them, about the wrong item on 8/12 and on 8/21. I have not heard anything back from them. At this point, I just wish I could get ahold of someone to help me resolve this, but that seems doubtful.White Horse Vapor Stores, LLC
Date: 08/24/2022
We're sorry to hear about the incorrect item received and have issued a full refund on the wrong item.Review fromMariah Y
Date: 07/27/2022
1 starMariah Y
Date: 07/27/2022
I recently purchased 9 vapes through the website for the first time ever. 3 of them came in broken/damaged. I emailed them right away to get a refund. The first email was sent on 7/19/22. They did not answer. I used the email address that is listed on the website. This is the company's preferred contact method. In fact. it is the only contact method I could find. A second email was sent on 7/26/22. I am hoping for an answer and a refund this time.White Horse Vapor Stores, LLC
Date: 07/28/2022
Spoke with customer personally and provided a satisfactory resolution for the defective items received.
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