Complaints

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:04/09/2025

  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.

  I placed an order through Element Vape on April 3, 2025 and when I received the items a lot of the packaging was damaged and one of the items they sent me was the wrong one. I was charged and the item I ordered was a starter kit with the device and a tank and all I received was the mod which was 12 dollars less than the product I ordered. I contacted Element Vape right away and they advised I will need to return the device that was sent to me in error and then they will either refund the device or send me the one I was expecting to receive from my order. This does not work for me since after I would return the item there is no guarantees I would receive a refund or the other product shipped out to me. This is a terrible customer experience as I would also then have to pay for return shipping. Consumers work hard for their money and this result is upsetting. I just want the product I ordered.

  Business Response

  Date: 04/09/2025

  Hi *******,
  
  Im sorry to hear that you received the wrong itemwe completely understand how disappointing that can be and appreciate you bringing it to our attention.
  
  To help resolve this as quickly as possible, we ask for your cooperation in returning the incorrect item using the prepaid shipping label weve provided in your ongoing conversation with our support team. As soon as we can confirm the item is on its way back to us, well go ahead and ship the correct item to you.
  
  This process helps us ensure accurate handling and is standard for situations like this. If youre unable or unwilling to proceed with the return, we regret that we wont be able to move forward with a replacement.
  
  Thank you for your understanding and patience.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23183829
  
  I am rejecting this response because: if your company has sent me the wrong product and I will return the product I purchased but how do I have any guarantee that the correct item would be shipped to me.  This hasn't been my first poor experience from your company and I don't trust that once I return this product that I will have any leg to stand on.  I've sent the screenshot of what I ordered what I received and pictures of what was sent to me.  Any other places I do business with if there is something that happens which is not the consumers fault just like in this instance I've never been advised to ship merchandise back before they would issue the right product.   I'm really fed up with this as again it's not my fault your warehouse workers messed up and to pass that back on to the consumer is not fair.  

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

  Business Response

  Date: 04/10/2025

  Hi ********,
  
  Unfortunately, without your cooperation in proceeding with the return, we wont be able to move forward with issuing a replacement. Completing the return is a necessary step in resolving these types of matters.
  
  If you decide to proceed, please reply to your existing email thread with our support team to confirm once the return has been initiated.
  
  In the meantime, unless we hear back from you, well have to consider this matter closed due to lack of cooperation.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23183829
  
  I am rejecting this response because:I just want the difference of the product I ordered and the cost of the device I received refunded to me and I will no longer do business with you.  This is ridiculous you made the mistake and then pass it along to the consumer.  I will also be sharing my story and honest review on social media.  I would think it times like this you would value your customers but you clearly do not.   There are several business out there that sell vapes and we have choices as consumers on where to spend our money.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/24/2025

  Type:Product 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.

  Online order was placed on 2/1/25 . Money was debited from my account on 2/2/25. Delivery person kept saying they were going to be here to deliver because a signature was required and they never showed up when they said they were going to be here. Item was finally returned to element vape. At which time once they received we were supposed to get a refund. As of today, 3/24/25 we have seen no refund and had no reply to emails we have sent

  Business Response

  Date: 04/02/2025

  Hi ******,

  Thanks for reaching out. Upon review of your case history, it looks like you were advised that your package delivery failed and your package is being returned to sender.

  Unfortunately, we have not yet received your package at our facility. Normally, we must wait for the package to be processed back at our facility prior to issuing a refund. However, as we are unable to estimate a return date for your package, we will be able to make an exception.
  
  A refund for Order *********** has been issued, please allow 2 - 5 business days for your funds to be returned to your account. Kindly note that Shipping/Adult Signature fees will be nonrefundable. More information in regard to our policy for returning packages can be found on our page here:

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

  Customer Answer

  Date: 04/03/2025

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/13/2025

  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.

  Date of transaction: 3/10/2025 Item: Purlyf CBD + CBN + CBG Cartridge 2G, Blueberrry Afgoo Reason: the product arrived broken, I tried to remove the protective cover to use the product as directed and the whole top came off. The product also appears to be expired or old. Company refused to refund due to user error. I don't understand how it's user error as it was using the product as directed and attempting to remove the protective covering. It is not user error the protective cover is supposed to be removed before use. The whole top should not come off when doing so.

  Business Response

  Date: 03/14/2025

  Hi ******,

  Thank you for bringing this to our attention.

  Upon reviewing your case, I can confirm we have come to a mutual agreement and the issue with the cartridge has been resolved. Please don't hesitate to contact us should you have any further questions or concerns. 

  Customer Answer

  Date: 03/14/2025

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/27/2025

  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.

  I purchased a product from them and they refuse to tell me any reassuring information about my package location or estimated delivery date I've gone 7 days without any package updates they refuse to respond to any questions I ask besides a automated response I just want my money back so I can buy the product from somewhere else that is more reliable than element vape I'd honestly pay more at my local smokeshop to buy the same product.

  Business Response

  Date: 03/11/2025

  Hi ****,

  It looks like our team had already thoroughly explained to you how new regulations have impacted shipping services for vapor items. 

  I can see that a delivery scan was provided on 2/27/25 as well. Please feel free to refer to our *********** page if you have additional concerns in regard to how regulations will change shipping services:

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

• Initial Complaint

  Date:02/25/2025

  Type:Service or Repair 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.

  I placed two orders through this company and the items I purchased were were very small items the size of maybe a canned good well one order has supposedly shipped but they said they have no tracking because it shipped freight and the other order still says processing and they tell me I cannot cancel or they cant refund me my money and they do not have a phone number to contact them and they hardly ever respond to your emails I paid extra for shipping which was a scam after doing research on this every review I have seen says this place is a scam and they wont refund you or ship your item after they say they have shipped why would a tiny package so small have to ship freight when its and e ciggarette that I bought. This company is a waste of time and is not helpful I have filed a dispute with my bank at this point I just want my money back so I can take my business elsewhere

  Business Response

  Date: 03/11/2025

  Hi *****,

  I've reviewed your case history and can see that our team had already advised you of how new regulations will impact shipping methods for vapor products. It looks like your orders were delivered without any delays on 3/1/25.

  If you need further assistance, please feel free to refer to our *********** for updated information on how regulations have impacted shipping services:

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

• Initial Complaint

  Date:02/21/2025

  Type:Sales and Advertising 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.

  I order a Vape Battery from Element Vape. It's their Shark Battery and it's one of a series they are doing. I had started having issues with the power button sticking sometimes. So I contacted Element Vape via their online customer service department. They NEVER respond outside of the automated email that says they got your complaint/email and will be responding within 10 days. But they never did respond. I wanted to just exchange the item but never got it has been offered that option because they don't respond. So naturally the Vape Batter Button that was sticking had finally gotten stuck in the on position. That caused the batter to get extremely hot and caused the vape cartridge to explode in my pocket. I contacted Element Vape on 2/21/25 when it happened and they didn't respond to that email. I even sent them a third and fourth email telling them I was going to complain to the BBB and still got no response. So I would like it if the BBB can contact Element Vape and tell them they owe me a new pair of pants because their batter blew up the cartridge in my pants pocket.

  Business Response

  Date: 02/27/2025

  Hi ******, 

  Thanks for bringing this to our attention. 

  Unfortunately, we never received an email from you regarding this issue. Should a message have been sent as a reply to either our order or shipping confirmation emails ************************************ our team will not receive it.

  Please feel free to reach out to us at ********************************** and we will be sure to get back to you as soon as possible.

  Thank you and we look forward to hearing from you.

• Initial Complaint

  Date:02/18/2025

  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.

  Item shown on website is the yellow color and received a black. Their explanation was that its the older version. This is unacceptable as it is false advertisement and they need to update their website. This should be a consumer protection when purchasing online and expecting to receive item that is shown on their website.

  Business Response

  Date: 02/18/2025

  Hi *******, 
  
  As explained to you in our emails, you received the correct charger that was purchased in your order. The yellow charger shown in the photo on our product listing page is the older version. The charger you received is the upgraded version from the manufacturer. Additionally, we no longer have the yellow version in stock so we are unable to exchange the item for you. 
  
  If you would like to return the item under our standard return, please follow the guidelines provided in our email thread. 
  
  However, if you are proceeding with the chargeback, we will be unable to offer assistance until the transaction dispute has been resolved as this issue must now be escalated to our ****************** and resolved directly with your financial institution.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22955975
  
  I am rejecting this response because: I should not have to pay for shipping charges.  Since this was false advertisement on your part, you should be cover shipping charges to return the item for full refund
  
  Sincerely,
  
  ******* **

  Business Response

  Date: 02/18/2025

  Hello ******, 

  During the checkout process, you were not prompted to select a color option, you select the charger itself - which was successfully delivered to you. While we understand that the color you received does not match what is shown on the product listing page, the charger you received is the same just an updated version. Therefore, we regret to inform you that we will be unable to provide a return label. If you'd like to proceed with returning the item, please follow the guidelines provided in our email thread and respond at your earliest convenience so we may begin the returns process.

  More information regarding out Returns & Exchange Policy can be found in the link below: 

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

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22955975
  
  I am rejecting this response because: You have told me multiple times that it is the updated version.  However, it just does not match to what your website displays -  it's deceiving, making your customers think they are ordering a yellow charger, however getting a different color regardless if its updated version or not.  In essence, it'll be you ordering a shirt that is displayed in red and you received a black, and you're receiving the black because the thread count is more?  That is absurd.  When consumers purchase anything online it should match to the description and pictures, and does not matter if I wasn't able to "select" a color.  If a customer wasn't able to select a color, then it should default to exactly what appears on your website.

  Once again, I am requesting the refund and I should not be liable of paying shipment fee because you as a business delivered a merchandise that does not match what is shown on your website.  This is for a ~$25 product, why are you making your customers going thru hoops like this?
  
  Sincerely,
  
  ******* **

  Business Response

  Date: 02/27/2025

  Hello *******, 

  If you'd like to continue with the return of the item, please follow the guidelines provided in our email thread. If you refuse, we have no other option than to consider this matter resolved.

  Thank you.

  Customer Answer

  Date: 02/27/2025

   
  Complaint: 22955975
  
  I am rejecting this response because: I will not proceed with returning as you expect your customer to pay shipping charges.  This is absurd. I've already submitted chargeback and received my final refund based on long time customer with my credit card.  I will not purchase anything from Element Vape and posted negative reviews.  You do not care about your customers.
  
  Sincerely,
  
  ******* **

• Initial Complaint

  Date:02/18/2025

  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.

  On 1/20/2025 I ordered a e vape from element vape. According to the tracking it's been in my town for over a week. When I contact them they take forever to get back to me,and it's a bot response that resolves nothing. This has to be the worst business that I have ever seen.

  Business Response

  Date: 02/18/2025

  Hi ******,

  New regulations have made shipping vapor related packages necessarily more complex. Customers shipping to the Midwest or Eastern half of the US can expect to see longer transit times. Our team may not immediately be able to consider your package as lost and may ask that you allow some more time to verify if your package is simply still in transit towards your location (depending on your location and available tracking updates).

  I've reviewed your order and case history with us and it looks like a recent update was provided to your tracking information. As your package is confirmed to still be in transit, we advise allowing more time for the delivery of your package to be finalized. Please reach out to our support team at ****************************************** if you do not see any updates soon.

  Customer Answer

  Date: 02/18/2025

   
  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.
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:02/11/2025

  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.

  I placed an order on January 16th 2025. The tracking information received showed my package stuck from January 20th until February 7th and greater. I emailed the advising that it was approaching 20 business days even though their first link says 6-10 days for shipping and you have to go thru another link for fine print saying up to 20 business days. They emailed me back automated messages saying it was updated recently and provided a tracking link. The tracking link was to a non existing site. I contacted again about this. They gave me a different tracking link. This link randomly updated February 10th stating "delivered on January 22nd" i contacted them again. I advised that nothing has been or was delivered at anytime. After receiving false tracking links with falsified delivery dates i contacted the company twice in the past 24 hours advising again that I want a full refund. I have sold this home and am moving. The company then just sends an automatic reply that says "your package was recently updated as delivered. Check neighbors, etc and come back 5 days after delivery ". Well... since the false delivery says January 22nd.. it has been well over 5 days. I explained i also have email records of them confirming package was still not received in February, which further confirms it was not delivered on January 22nd. I paid high shipping charges along with a 7.00 signature fee, used my reward points, and they cannot even review past contact to see the false links received and falsified delivery marked by their delivery contractor. I just want my money back. For shipping, signature fee, and items. I advised times and explained that if they only send automated responses not cohesive with my situation I will submit a formal complaint with the BBB. I am a hard working single mom and I feel this company has scammed me for *****... which is nothing to them, but 2 days of groceries for me.

  Business Response

  Date: 02/18/2025

  Hi *****,

  I've taken a look at your case history with us and it looks like our support team was providing steps on how to submit a Lost/Stolen package claim with us. However, you had refused to cooperate and fulfill the necessary documentation. As such, we were unable to assist further at the time. This requirement is also noted on our *********** page here:

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

  Refusal to cooperate and provide said documentation may result in the automatic denial of your claim. 

   

  Moving forward, it looks like your package was returned to our facility, and a refund was already issued for the purchased items. You can review our policy for returned packages here:

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

  This matter is considered to be resolved and closed. If you need further assistance please reach out to our support team at ********************************************************************

• Initial Complaint

  Date:02/05/2025

  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.

  I purchased 2 vapes from here in this order. The broken vape is the 12g Ripped Dirty Sprite vape.The vape was delivered and immediately malfunctioning upon taking out of packaging. Screen flashes E2 error code. Video was sent to support who verified the vape as broken and due to health concerns not allowed to do returns. They offered a store credit of $45, but that won't cover the shipping cost, taxes, rewards discount, and sale discount I used at time of order. Accepting this offer would cost me money and I just do not trust them to spend ay money with them.I asked for either a refund for what I was charged for that vape including taxes, but no. I asked for a replacement, but no.They are trying to force me to do nothing or spend more money with them. That is not a solution...further, that is fraud and extortion. I am offering Element Vape 2 choices.Option 1. Ship me a working replacement Ripped 12g Dirty Sprite vape at no cost to me Option 2. Issue a refund for the cost of the vape, taxes, and half the shipping cost

  Business Response

  Date: 02/06/2025

  Hi ****,

  We're sorry to hear you encountered an problem with one of your products.

  Typically, disposable devices are not covered under our 30-*********** Warranty. However, it looks like our team had already made an exception and issued a refund for the affected product. Unfortunately shipping costs will be nonrefundable.

  If you have any other concerns, please feel free to reach out to our returns team at ************************************************************.

  
  

  Customer Answer

  Date: 02/08/2025

   
  Complaint: 22900988
  
  I am rejecting this response because: I paid for shipping on a product that was dead on arrival. The product was refunded, so the shipping cost associated should also be refunded.  This lapse in sound judgement on your employees' parts is not of any compensation to me.  This was purchased for the easement of pain and other medical conditions, but because of the errors made on the part of Element Vape, I have had to endure a constant state of pain, and nausea and then hear about how you think some limited warranty gives you the right to violate us financial and consumer laws.

  At this point I don't really care about the money, but what I DO care about is that Element Vape understands that a contract is agreed to with customers who make a purchase. If an item is delivered and opened within **************************************************************************** a broken state....THAT has NOTHING to do with any warranty. This is where "LEMON LAWS" come into existence.  You cannot sell a broken product under the assumption that the product is in perfect working order and then wind up delivering a product that is broken. This is a violation of consumer rights and if I was a real mean person, I could have filed a lawsuit here where I live and force you to come all the way out here for the lawsuit and lose and then wind up paying for court costs and my attorney costs.  I am not that *****, but if you don't take this information and change how you operate, then you might force some other customer into that very situation.   Keep in mind that nothing, even if written, is valid if it violates the law.  Applying your 30 day warranty to a bad delivery to avoid the responsibility becomes illegal for the reason I already stated.

  I will accept this case as resolved as long as I get a response bad acknowledging that this information is understood and accepted. 

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

  Business Response

  Date: 02/11/2025

  Hi ****,

  We understand your concern. However, as we previously stated our team has made an exception and issued a refund for an item that is not covered under our 30-day limited warranty. Unfortunately, we will be unable to make another exception and issue a refund for the shipping cost as this is non-refundable. 

  More information regarding our Returns & Exchange Policy can be found in the link below:

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

  This matter has been considered resolved on our end.

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22900988
  
  I am rejecting this response because: You failed to meet either of my 2 options.  I want the shipping cost of the dead vape to also be refunded, or I want acknowledgement that a vape delivered in a dead non-working state has nothing to do with a warranty. It DOES however fall under the consumer rights laws that state a customer is entitled to receive the goods or services they paid for OR the merchant must make right with a full refund of the affected product, taxes, and shipping costs if they cannot repair or replace the product at their expense.
  
  It is critical you understand that your company was engaged in consumer fraud which is why I reached out to the BBB.

   

  If Element Vape cannot simply acknowledge they violated my rights before making any effort to rectify the situation, then I will have to consider escalating my complaint to a higher authority.
  
  Sincerely,
  
  **** *******