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:12/08/2022

  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.

  I have been a loyal customer of ********************** for a long time. Recently they switched shipping companies from *** to some unknown carrier that evidently attempts delivery at a very odd time (6:55 am according to tracking info), does not even ring the doorbell, does not send any e-mail's notifications, does not leave a note at the door for an attempted delivery, does not specify if or when redelivery will be attempted, marks the delivery as exception (customer's fault for not being home), and forgets to update tracking information thereafter.When I contacted Element, they do not want to take any responsibility and tell me that once they ship the order it's out of their hands. Of course its out of their hands at that point but the decision to switch to a crappy carrier was very much in their own hands. They tell me to contact them after 25 days of the shipment date if I still have not received my order. 25 days? What am I supposed to do as a customer in the meantime?

  Business Response

  Date: 12/13/2022

  Hello ********,
  
  Thank you for bringing this to our attention. First and foremost, we would like to apologize for any inconvenience experienced with the delivery process.
  
  USPS and many other major national carriers are in the process of denying the shipment of electric cigarettes and vape-related products. In order to continue offering services to our customers, we have pivoted to using smaller regional carriers, and are building a new network specifically for the shipment of Vape related products. These smaller regional carriers will not have the same infrastructure in place as other major carriers such as ************ and ****
  
  We were able to confirm that the carrier did attempt to deliver your package at 6:55AM, which we apologize for on their behalf. Additionally, the carrier will attempt to deliver your package a total of two times prior to returning your package back to our facility, which we can confirm they have failed to do. As a result, we will not require you to wait until your package is received back at our facility in order to issue a refund. I have gone ahead and issued a refund for your order today. Please allow 2-5 business days for the funds to reflect back into your account.
  
  If you have any further questions or concerns, please do not hesitate to contact us at ******************************************

• Initial Complaint

  Date:12/06/2022

  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.

  This company offers fraudulent products, they do not ship, instead the company takes your money for an indefinite amount of time (until you complain about it to them) then after a months long back and forth they will cancel the order and refund the money (another ***** days) all in all they will have had your money for several months before you can retrieve it. They are purposely damaging consumers and misleading consumers with their impossibly overabundance of products (they offer more products than they have it stock. Please investigate)The website offered expedited shipping at checkout and I paid it, then was sent messages that shipping is ***** days which is not what I paid for and when I contacted the company I was told that there is no such express shipping option but I have screenshots. It was a blatant lie and i am being scammed. THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION

  Business Response

  Date: 12/07/2022

  Hello ******,
  
  Thank you for bringing this to our attention.
  
  Kindly note, all orders will require ***** business hours to process prior to being shipped. Your order placed on 12/05/2022 was still processing when you inquired about your order with the following message on 12/06/2022. Kindly refer to the screenshot provided.
  
  As a refund has been issued due to the unsatisfactory processing times, this matter is considered closed.
  
  Should you have any further questions or concerns, please feel free to contact us at ******************************************
  See Attachment/File: Order ***********.png

• Initial Complaint

  Date:12/01/2022

  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.

  Date of transaction - 11/5/2022 Amount of money I paid the business - $95.49 The business committed to shipping me multiple products which were not received.The nature of the dispute - It has been a month and there were not delivery attempts made. On 11/22/2022 the package was sent back to the carrier and I contacted them for a refund. They are refusing to refund me until it "arrives back at their facility" I want a FULL refund as I am not at fault in any way for this happening. I've reached out multiple times via email throughout the entire shipping process to try to get updates that were never provided. The only responses I received were copy/paste. There should be no deduction from return when it comes to shipping/adult signature costs as this is 100% their fault as a company, and they should take full responsibility for their carriers failure to provide updates or make delivery attempts. I am fully willing to provide screenshots of my email conversations with this company showing that in 12~ emails back and forth I was only given automated responses to all, but one. Order number is ***********

  Business Response

  Date: 12/02/2022

  Hi ******,
  
  We do apologize for any inconvenience experienced with the delivery process.
  
  Unfortunately, the only information we have available for your package being returned to sender, is the following: "Canceled - Canceled By Customer". Please feel free to refer to the photo attachment provided.
  
  Please note, issuing a refund once your package is received back at our facility, is the standard procedure here at Element Vape. Rest assured, once your package is received and processed, we will contact you with a refund confirmation.
  
  More information regarding packages being Returned to Sender can be found in the link below:
  
  **********************************************************************************************************************

  Customer Answer

  Date: 12/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's extremely weird that you say it was canceled by the customer considering I asked multiple times who the carrier was only to be told you won't provide me that information so that I could get in contact with them for updates to my package. I was never in contact with the carrier who claims it was canceled by the customer. There were no attempts to deliver the package or contact me in 17 days. It's completely unreasonable to have to wait 17 days for the package to be sent back to your company and then another 11+ days for it to return to your facility for a refund. Your company should be taking full responsibility for the carriers that you use and I shouldn't have to wait a month to receive my refund. The link you sent me as to why it was sent back to sender are completely irrelevant in this case as the address provided is a valid address, not a PO box, I am over 21, it's not a gated community, and on top of that there were no attempts to deliver the package.

  Business Response

  Date: 12/06/2022

  Hello,
  
  As a one-time exception, we have gone ahead and issued a refund prior to the shipment being received at our facility. The funds should return to your card within 2-5 business days depending on your card issuer/bank's processing time (or 10 business days if a prepaid gift card was used).
  
  Note: Business days do not consist of weekends or holidays so thank you for your patience.
  
  Should you have any further questions or concerns, please don't hesitate to contact us at ******************************************

• Initial Complaint

  Date:11/30/2022

  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 attempted to place an order on Nov 23 and had a spinning icon indicating that the order wasn't going through. I emailed them to request help and they responded that day telling me to erase my cookies/history use a new browser and a new device. I did everything they recommended and I still couldn't get the order to process. I tried every single day from 11/23 till 11/28 and could never get my order to go through. I contacted customer support at Least 2 times a day requesting help and had no response since 11/23. I have ordered from this company 5 previous times and never had any issues.. I also ordered from several different companies for different products during this time and didn't have any issues with those orders. I even reached out to Element Vape on ****************** instagram trying to get help and still no response. I finally received a response on 11/28 and they wanted me to resubmit my drivers license even though I had already submitted it prior to my 5 other orders. I sent them a picture of my license and they said I could then resubmit my order.. except I could no longer use my Black Friday discount code. I tried to make my purchase over 5 days and never received help from this company and then find out it was a problem on their end and they refuse to honor the discount they advertised for Black Friday. I can't imagine how they can't help a customer for 5 days straight and then they have to have me clear up their issue and then not honor their sale discount that I was unable to use through no fault of my own. I planned on buying $350 through them and would have used another company if I knew Element vape would not honor the sales price. I have every email and screenshot of how I tried to fix the issue and how they had nonexistent customer support during a high volume holiday season sale period of time. I did everything I possibly could to rectify this and Element Vape did not. I would appreciate being given the Black Friday discount on the order.

  Business Response

  Date: 12/06/2022

  Hi *****,
  
  Thanks for bringing this to our attention.
  
  I've reviewed your case history and can see that a team member had already offered to honor the mentioned Black Friday promotion should your order be placed successfully.
  See Attachment/File: **********************************jpg

• Initial Complaint

  Date:11/28/2022

  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.

  they provided false shipping and tracking information. they have taken my money but not provided any product. they provided false tracking# with a shipping company that is not real. it is a scam.

  Business Response

  Date: 11/29/2022

  Hi ****,
  
  Thank you for bringing this to our attention.
  
  More information regarding your tracking can be found in the link below:
  
  ***************************************************
  
  However, as you have stated in your email that you will be disputing the charge with your card issuer, this matter is considered closed as we will deal with your financial institution directly.

  Customer Answer

  Date: 11/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  So they are acknowledging that the tracking info provided was inaccurate and that the shipping company THEY CHOSE didn't have any active tracking info or contact info and is not operational. They have provided no resolution and are not accepting any responsibility for the mistakes THEY MADE.

  Business Response

  Date: 04/03/2023

  Hi ****, 

  Apologies for the delay in response. 

  Kindly note, once a package leaves our facility we lose the ability to track the package at every stage of the shipping process. All delivery updates are provided by the carrier directly, and delays are to be expected with smaller regional carriers. Additionally, we provided the contact information we had on hand for the carrier that was delivering your package, unfortunately, we do not have control of their response times nor any changes they make to their customer service email. However, we do apologize that the carrier did not get back to you. 

  Nevertheless, we can confirm your package was marked delivered as of 12/05/2022. If you did not receive your package or experienced any issues with the items received, please feel free to reach out to us at ****************************************** and we will do our best to assist you. 

• Initial Complaint

  Date:11/28/2022

  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.

  Order # *********** amounting to ***** Placed on Nov 10 When I placed the order i expect a deplay per the website. On Nov 22 it ststed "attempted to deliver" which is not accurate because grown daughter, 4 small children a dog and myself were at the house preparing for the upcoming holiday. Since then it has stated "out for delivery" I have written the company three times with not a single reply from them. I am beyond frustrated, the disappointment with a company i had formally praised goes beyond words. I shall not be using again.

  Business Response

  Date: 11/29/2022

  Hi *****,
  
  Thank you for bringing this to our attention.
  
  Upon review, I can confirm we have responded to each email inquiry you have sent. If you have not received our responses, we recommend checking your spam folder as our emails contain important information regarding the status of your package.
  
  Additionally, your tracking information does state that a delivery attempt was made and unsuccessful. The carrier will attempt to deliver your package once more, if that delivery attempt should fail, it will then be returned to sender. If this is the case, we will contact you with a refund confirmation once your package has been received back at our facility.
  
  More information regarding returned packages can be found in the link below:
  
  **********************************************************************************************************************
  
  If you have any further questions or concerns, please do not hesitate to contact us at ******************************************

• Initial Complaint

  Date:11/27/2022

  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.

  I placed an order with this company on 11/8/22. It's now 11/27/22. There has never been a tracking update and I have contacted the customer service numerous times and nobody ever responds. I want a refund for these items and the whole matter is being ignored.

  Business Response

  Date: 11/29/2022

  Hi ******,
  
  Thank you for the clarification.
  
  Upon review, I can confirm your claim with Route was successful. However, it is currently under review. We ask that you allow Route some more time to review your claim and they will contact you once they have reached a conclusion.
  
  You may also try following up with one of their representatives for more information on the status of your claim:
  
  ****************************************
  
  Should you need any further assistance, please do not hesitate to contact us at ******************************************

  Business Response

  Date: 11/29/2022

  Hi ******,
  
  Thank you for bringing this to our attention.
  
  Upon review, I can confirm an associate responded to your email inquiry asking you for further information so that we may initiate a thorough search in our systems for your order. Please note, as you contacted us through a different email rather than the one provided at the time of checkout, this will be a necessary step for our team due to privacy concerns. Therefore, we ask that you respond to our email with the requested information, or you may ************** us through the email that was provided on your order.
  
  Additionally, for more information regarding your tracking information can be found in the link below:
  
  ***************************************************
  
  Please be sure to use the email address provided at the time of checkout.
  
  Should you have any further questions or concerns, please do not hesitate to contact us at ******************************************

  Customer Answer

  Date: 11/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I attempted to resolve this issue through the route app and it just says in review there is no way to view a response.

• Initial Complaint

  Date:11/16/2022

  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.

  Date of transaction; 10/13/22 Amount spent; ******* What the company promised; package would arrived in 6-20 business days for package to arrived. Package was attempted delivery 4 times and I never once saw any one try to deliver it. I had purchased the route shipping assurance when I placed my order and I quote, "their package protection will cover lost, stolen, or items damaged during transit." I have reached out to element vape multiple times and they tell me to wait for any updates on my package. The tracking has not been updated since 10/28/22. They also said they will not issue a refund until they revieve the package back. I have asked if they have received it and they told me the 3rd party currier has not sent it back. Element vape has not given me any solution to this problem. I have reached out to Better Trucks and they have not given me any solution either. Better trucks is hard to contact because no one ever answers the phone. I am done with the runaround and want a solution. Order number #XXXXXXXXXXX

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/17) */ Hi ******, Thank you for bringing this to our attention. We apologize for any inconvenience experienced with the delivery process. Please note your tracking information does not state that your package is being returned to sender. To make this process as simple as possible for you, I have gone ahead and filed a claim with Route on your behalf. They will contact you with a resolution via email once your claim has been finalized. Please contact us at ******************************* if you are unable to resolve this issue using Route's services. Consumer Response /* (2000, 7, 2022/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:11/15/2022

  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.

  I placed an order on their website more than a week ago. They charge exorbitant shipping prices "to ensure compliance with laws regarding delivery of vape products". They also sell insurance for an additional ***** to ensure your product makes it to you. I believe this is a scam because they use the cheapest and *********** worst shipping service available, even though they could ship it using usps or ups with the large shipping fees. For the last week, I've been sending emails trying to get a tracking number. They only sent boiler plate emails back referring to their help page. Yesterday I emailed them demanding a phone call, my email was replied to with yet another generic sounding email. They refuse to contact their customers when they are requested to do so. I spent about **** with them and I have no idea if I will receive my package. The tracking I was able to use shows it being out for delivery in a completely different city from where I live. They updated my tracking yesterday to say it was at my local post office, after several calls and complaints to the post office, they re-updated tracking to say it was returned to the post office in the other town. I have no idea if I just wasted ********** I don't really have, I work 2/3 jobs, 7 days a week to make ends meet. They refuse to call me to resolve this and will only reply to me with generic emails. I will no longer use this company but I feel others should be warned about their practices and the little insurance scam they run. Most respectable sites don't make you pay extra fees on top of expensive shipping to make sure your package arrives. They use a reputable shipping service knowing the package will be ********* soundly.

  Business Response

  Date: 12/01/2022

  Business Response /* (1000, 5, 2022/11/16) */ Hi ***, Thank you for bringing this to our attention. We apologize for any inconvenience experienced with the delivery process. Firstly, we would like to note the Route Shipping Assurance is an optional purchase. Customers have the option to not purchase Route should they not want package protection for their order. Moving forward, USPS has officially announced the restriction of vape-related products on October 21, 2021. All orders containing Vapor related products will be shipped out with Local Regional Carriers. Additionally, we do not offer phone support at this time as all issues pertaining to sales of vaping products need to be logged into our system for record keeping. Upon review your tracking information confirms your package has been successfully delivered. You may check your tracking information via Better Trucks or through the link provided below: ******************************************** If you did not receive your package, please feel free to contact us at ******************************* so we may further assist you with this matter. Kindly note that should you file a chargeback with your card issuer, we will be unable to offer further assistance as the situation will be resolved through your card issuer.

• Initial Complaint

  Date:11/15/2022

  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.

  Delivery of my order

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/11/16) */ Hi ******, Thank you for bringing this to our attention. Upon review, I can confirm a refund has been issued for the lost package. As a result, this matter is now considered closed. Consumer Response /* (2000, 7, 2022/11/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Getting refund for items I never received.