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Business Profile

Vaporizers

TVAPE

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vaporizers.

Complaints

This profile includes complaints for TVAPE's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

TVAPE has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • TVAPE

      17-11 Progress Avenue Scarborough, ON M1P 4S7

    • TVAPE

      800 - 1243 Islington Ave Etobicoke, ON M8X 1Y9

    Customer Complaints Summary

    • 7 total complaints in the last 3 years.
    • 3 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:02/01/2024

      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 a ******* hybrid on November 27 as a Christmas gift. I was told it would be delivered by December 5. I’ve had no updates other than when I’ve contacted them, and just keep told it’s on its way. It’s in customs, etc. If it’s going to take over a month, don’t say 2-7 day shipping. ******* ***********

      Business Response

      Date: 17/01/2024

      Dear ******* and BBB,

      We appreciate your feedback and sincerely apologize for any inconvenience caused by the delayed delivery of your order. We understand the frustration that comes with expecting a delivery, especially when it is intended as a Christmas gift.

      It appears that the shipment was indeed delayed due to customs processing, as indicated in the tracking details. We regret any disappointment this may have caused.

      Our shipping policy outlines that shipping estimates do not include order processing times, and the provided timeframes are estimates, not guaranteed delivery dates.
      Additionally, external factors such as adverse weather conditions, industrial action, public/seasonal holidays, and customs processing can contribute to delays, as mentioned in our policy.
      ****************

      According to the Canada Post tracking #CH*********CA - the order ********** was shipped on November 29, 2023 and
      was delivered on December 26, 2023. Please allow us to express our sincerest apologies for any frustration or disappointment experienced.

      In recognition of the inconvenience caused, we would like to provide a full refund of the shipping costs associated with your order even so it was free provided with the order placed.
      The amount of the shipping costs used would be the 22.91$ refunded and you can expect refund within 2-7 applied to your account. 

      Thank you for bringing this matter to our attention, and we hope this resolution demonstrates our commitment to addressing your concerns.

    • Initial Complaint

      Date:18/12/2023

      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.
      The battery on my vape died within the warranty, and I asked for them to replace it. After some back and forth, they ask for me to send them a video of the issue. After sending the video, they tried to blame everything but the battery. After more back and forth, they decided that i needed to buy a new version of every single part except the battery in order to prove that it is the batteries fault. Frankly, this is a ridiculous request. Their website highlights their 'hassle free' warranty, their warranty statement says that they can provide a replacement after we provide video proof that the device doesn't work. even when i did that, they required me to buy basically a whole other device so that i can prove its just the battery.

      Business Response

      Date: 22/12/2023

      The customer contacted us regarding a warranty claim for their device. We had requested a video as a reference for the claim, which we received on 15th December 2023.

      On the next business day, Monday 18th December 2023, we promptly reviewed the video and approved the warranty claim. However, we have not received a response from the customer regarding the serial number of the defective device, which is necessary to finalize the warranty process and provide the information to the manufacturer.

      Despite not receiving the serial number, our team decided to proceed and took the necessary steps to ship a brand new device to the customer. The shipment can be tracked using the provided tracking number - *************. The customer can track the shipment through ****** **** or ****** ****** ****** *******.

      We appreciate the customer's patience and understanding throughout this process. If the customer has any further questions or concerns, we encourage them to reach out to our customer support team.

      Customer Answer

      Date: 27/12/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      While I'm satisfied with getting a new device, their response is inaccurate, and their claim to have a "hassle free" warranty is a complete ****.

      The video sent on December 15th was the second video. Before this, I had described my device's behavior, and sent a video demonstrating that it was broken only for that to be rejected with ridiculous claims. I argued against this, and was told that I would need to buy a replacement of every other component of the device to prove the battery was the issue. Frankly if I could buy the battery this situation would never have happened, but I had to buy everything but the battery to prove I needed a replacement. * **** ****** ******* **** ****** ***** 

      They also never asked for the serial number of the batterie because the batteries don't have serial numbers. They asked me to scratch the case of the battery and send a photo of that, not send the serial number.

      Sincerely,

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

    TVAPE is NOT a BBB Accredited Business.

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