Complaints

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

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  Canvape

  1 - 21 Canadian Rd Scarborough, ON M1R 5G2

  
• 

  Canvape

  10 - 1 Steeles Ave E Brampton, ON L6W 4J4

  
• 

  Canvape

  69 Dunlop St. W Barrie, ON L4N 1A5

  

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.

• Initial Complaint

  Date:20/09/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Have no issue with Canvape but I’ve been having problems with the **** **** rechargeable vape. The last 3 orders 1 and the last order 2 of the vapes stop charging after a day and can’t be used anymore. That vape usually lasts for 4 or 5 days. I didn’t complain the first 2 times but my last order had 2 that stopped charging. I tried in multiple.chargers so that wasn’t the issue. I pay enough for the vape and it’s getting repetitive. I want to continue ordering with you guys but I don’t want to be paying for products that aren’t working. Can you please help point me in the right directions so I can send them back or get a refund.

  Business Response

  Date: 20/09/2023

  Hi ******, sorry to hear you are having issues. Give me an e-mail @ *****@*******.com and I will see what we can do to trouble shoot the product with you. The **** **** is our best selling unit and we haven't had a scenario like yours present itself so if it isn't something simple we will need a technician to review the product and see what has/is happened/going on. Talk soon!

• Initial Complaint

  Date:07/02/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 December 13, 2022 I made a fairly large purchase from the businesses' website. On December 19th I received the package and immediately realized that the vape pen I ordered did not work. I reached out to the company right away but didn't hear back. Given that it was nearing the holidays I didn't expect an immediate reply, but also was hoping for a quick resolution as we had an unusable product. After at least 24 hours I then called the business to be told it was likely a bad coil. I asked about discounted shipping for a coil replacement (as they state on their website to inquire about cheaper/custom shipping on smaller orders). I was told to email again so I did. After, I believe, 4 or 5 emails, and a week later I finally got very short email telling me it was the coil, which I already knew after speaking with the guy on the phone. After a few back and forth emails with a very **** individual I was basically told I'm out of luck and I can throw it out or sell it (still unworking) but since it was opened I couldn't return it for a refund. How am I supposed to know something doesn't work if I don't open it and try it yet? I wasn't looking for a refund at first, just a cheaper shipping rate as I know 5 coils don't cost $25 to ship. Not once we're they willing to offer any help, and after over 2 weeks of back and forth with a very **** and ****** individual i finally gave up and bought something else elsewhere. Now I'm still stuck with a brand new unusable vape pen and replacement pods worth $45.

  Business Response

  Date: 15/02/2023

  Hi ******, we really tried to help you. Replied to your e-mails, ****** review etc already. Your purchase did not qualify for a refund or we would have gladly done so. We have to stick to our policies in order to keep our prices low for all of our customers. We cannot refund people simply because they ******** ** leave a bad review. We hope you figured things out and are vaping successfully now.

  Customer Answer

  Date: 15/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  You did not try to help me. You responded with attitude and no offer of help what so ever. Your response was "I am not sure what to tell you .. You can get coils and have it as a back up or sell it to some one .. i can't tell you what to do with it.."

  Sincerely,
  
  ****** *********

  Business Response

  Date: 22/02/2023

  Hi again ******, unfortunately sometimes we can only repeat ourselves in life so many times before a different approach is required. We clearly state we cannot take anything back that has been opened. Vapes are a personal item like underwear. If you required warranty assistance you can send the unit back and we will still provide warranty service for you. We will not however refund your money because you bought another one from another company and opened the product from us. We can only provide an replacement/exchange for a new one under warranty if it is found to be a warrantable manufacturers defect after it has been opened.

  Customer Answer

  Date: 23/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,

  I've checked your site and do not see anywhere that talks about refunds and what is or isn't eligible. I also inquired about warranty and was told it's not eligible for warranty either as you determined ot was a "bad coil" without ever looking at it and claimed those arent covered under warranty. All I was originally looking for was if there was a possibility of a cheaper shipping rate for new coils as you website claims it may be possible for smaller items. I called and inquired about this and was told he would pass the message along to the people who respond to emails.

  You also claim I ********** a negative ****** review, which I did no such thing. I did leave one (which you also claim to have responded to, when you haven't).

  Inwas more than willing to work with you in the beginning but after repeated attempts to even get a response i started getting frustrated only to be met with hostility, which is when i gave up and asked for a refund so i could just be done with it. 

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

  Business Response

  Date: 24/02/2023

  Due to the nature of atomizers and the nature of variable voltage devices we are unable to make warranty on Atomizers.

  https://******************************************

  *This is pretty standard within our industry. The person on the phone was probably trying to save you the shipping charges of returning the product because in their experience were able to make an educated guess based on your description of the issue. We will be sticking to our terms of service and warranty procedures by treating your purchase like every other one of our 1000's of customers a week. We have to say no sometimes in order to be fair to everyone and keep our prices at the most competitive in Canada. Again refer to our last reply regarding warranty service which we will still happily provide.  

   

• Initial Complaint

  Date:25/11/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 November 12, 2022 I made an online order worth $328.98 (13 bottles of e-liquid, a ******** ** and extra pods) with this company. On November 18 I received a package from them containing only 4 of the bottles of e-liquid. I checked their website and the tracking number and both said the order was fully fulfilled. I then contacted their customer support, sending them a picture of the package and the four bottles that came in it. They replied that the package matched what they sent and that the order was fulfilled. I haven’t received a response from them since (on November 22).

  Business Response

  Date: 15/02/2023

  Hi and sorry we missed replying to this here. As you are aware our new e-mail system has been filing our BBB correspondence into our spam folder which is gets excessive amounts of junk. We will be watching it closely. Unfortunately the weight of your package matched the contents that were shipped and the packaging size used would have been used to contain the contents and not a smaller size for what you claimed to receive. We are a small business that doesn't have endless amounts of employees and stock so we usually can investigate and things like this are very clear. Hence why we were unable to ship you the 9 bottles because the weights, package size and inventory on our shelf matched what it should have as we did send your order in it's entirety.

• Initial Complaint

  Date:10/08/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 8 rolls of ******** 80 wire 2-28/36. The package was shipped to me on August 1 by ****** **** and delivered to my mailbox on August 3, 2022. The package contained only three of the product that I ordered and the additional five rolls were the wrong size. On August 8 I tried to reach them by voicemail and by email and I received a response that same night saying that I was beyond my 48 hour return policy. Please note that this is a five day interim between the time I received the parcel and the time I put in the return request. I responded to this after reading their policy online which declares that there is a customer satisfaction of 90 days. I responded to explain the issue that I am not asking for a refund I am just simply asking that I exchange the five incorrect items for the five items that I actually ordered, it will be at no additional cost I have already paid for the items and I would like them to provide me with a shipment label so that I may return the incorrect items to their inventory and that they in turn can ship me the ones that I paid for. I have gotten two emails in return with a lot of pushback that it is the customers fault for not checking their order sooner than a 48 hour period. When a clause is in a policy that says that the customer must check their shipment upon receipt that would highly depend on the day that they retrieve it from the ****** ****** mailbox as it is not delivered to the home, that indication is not outlined in their warranty policy. In summary I would like to return the five rolls of Nichrome 80 wire 2-26/36 in the image attached and have this company ship me the order that I paid for which is five rolls of Nichrome 80 wire 2-28/36

  Business Response

  Date: 15/08/2022

  Consumer Response /* (2000, 6, 2022/08/15) */ I would like to confirm that we did receive the correct replacement and have returned the incorrect product to the vendor. I would also like to take the time to thank you for having this service available to the consumer. By having the Better Business Bureau mediate in these types of situations, certainly brings honesty to the forefront. Much appreciated, ********* & *****

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 May 2, 2022 I order 2 vape kits from Canvape.com. I received the kits by mail on May 9. The security tape on one of the kits was broken which means they sent me a kit that was not secure and had been opened. The tape was completely broken so obviously the kit was opened. I contacted canvape and they said that the security tape must have been broken during transit but that is impossible, The lid of the box would have to be totally lifted for all the security tape to be broken and the packaging was very secure and protected. I sent them a picture and there response was that they would never sell a kit that had been opened. I want a complete refund and they can send me postage and I'll return the vape to them. This has got to be looked at seriously, you cannot because health concerns resell vapes were the security tape has been broken. The other vape kit is good but I want them to take accountability for selling a product that should arrive with the security seal intact.

  Business Response

  Date: 30/05/2022

  Business Response /* (1000, 6, 2022/05/14) */ Hi *******, we do not accept any returns if a customer has opened the product. Precisely why we shouldn't do it for you. If we bend our policy and accept your opened merchandise we cannot make this claim as boldly and confidently as we do. I see your issue is still on going with our support team and they have offered you a refund and we will have to write the item off which in turn raises operating costs. The picture you sent you can even see the seal has been cracked from pressure and that it hasn't been opened. We literally get returns from Canada post with tire tracks on packages, bulk mail is not a gentle thing. Canadapost insurance wouldn't even cover a cracked sticker. I'm not sure why you are complaining here when we have already said we will go outside policy to make you sticker happy? Return the merchandise for a full refund as has already been stated to you. Consumer Response /* (3000, 8, 2022/05/14) */ They now have told me that they **** about the security seal being broken in the mail. They stated that they receive the kits with the security seal broken on lots of kits from ******** They want the vape mailed back and will give me a refund but I don't trust that they will do this. I've contacted ******* to see if their claims are true and the kits are sent to the retailer with broken security tapes. Business Response /* (4000, 10, 2022/05/16) */ ****************** You can have your money back anytime you return the merchandise. If we ***** it you can come back to the BBB and continue your concern. In the meantime you can conduct an international investigation. We do not ever finger peoples products before they are shipped. We can only give you theories about what may have transpired and tell you about our policies to make you feel confident in us and good about your purchase. Failing that once again we are more then happy to refund your money. It is a paper seal not a "security seal" anyone could lift it with a simple hair drier and no one would be the wiser. A lot of our kits here are simply plastic wrapped in Canada because wholesalers have to, by law put an "imported by" sticker on them. Please return the product so we can refund you your purchase. No matter how much anyone kicks and screams we do not give people their money back and let them keep the product.