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:08/30/2024

  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 business refunded me back but did not fully refund me. I know they used a third party for deliveries only after ordering called "Better Trucks". They never attempted delivery and I was told by the company to contact the driver and they only got back to me when I said I needed them to return to sender to get my money back. I am now upset because I waited day and night for the delivery and even had a camera set up and nobody ever came, yet I got an email that delivery was attempted. This never happened. I want the full charge of my card back. Not only is this business unreliable but when they do not send the order they basically scammed me. It was highly frustrating and this should not be allowed. I do not care about their so called policy, because they do not even abide by their own policy. I sat and waited for hours upon hours and even had a camera set up and had a note at the door. I want my full refund! Not part! They need to not scam people like this! Also with tracking all it would continuously say was "out for delivery" . I have attached all of the proof. Again. If they wanna lie about attempting delivery it is a lie. Would love to see a photo. Something ****** does! This company elementvapes are liars and scammers!

  Business Response

  Date: 09/12/2024

  Hi *******,

  I've taken a look at your case history with us and it looks like the delivery of your package was unsuccessful after multiple attempts.

  Normally we must wait for the package to be processed back at our facility, however, our team had issued a refund prior to the return of the package. In these cases customers will only be eligible for a refund for the cost of the items and any associated taxes. You can review our policy for returned packages on our *********** article here:

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

  We understand that this may not be the answer you are looking for, however, we must adhere to policy in cases such as this. Thanks for your understanding in this matter.
  

  Customer Answer

  Date: 09/18/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  Nobody ever made such an attempt to deliver anything. You are therefore lying and stealing my money because of Better Trucks not being reliable. I had a note down in my lobby, and my place faces the lobby and I have a camera and I know in fact nobody ever attempted to deliver my package! Also I have the app called "ROUTE", and it currently says Out for delivery. And attempts do not align in 3 different tracking systems. The following makes no sense! These times would be in one system not different and I was home at all these times staring at the door! 
  
  8/2/2024 attempt at 11:17am and 
  8/3/2024 attempt at 11:00am
  
  8/2/2024 attempt at 1:17pm
  8/3/2024 attempt at 1:00pm
  
  8/2/2024 attempt at 6:17pm
  8/3/2024 attempt at 6:00pm
  

  I have pics and all the proof and you have zero proof anything was ever attempted. I wanted answers and could not even locate any human to help me resolve getting my package or my full refund! 1 email saying they would return to sender and that took a week to even get that response. All you told me was to contact ************* and I did that. I again want to resolve this and get my full reimbursement back!

  Business Response

  Date: 09/25/2024

  Hi *******,

  Unfortunately Shipping/Adult Signature fees will be nonrefundable for packages that have been returned to our facility. In these cases customers will only be eligible for a refund for the cost of the items and any associated taxes.

  You can review our policy for returned packages on our *********** article here:
  

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

  Thanks for your understanding, and we apologize for the inconvenience.

  Customer Answer

  Date: 09/25/2024

   
  Complaint: *****************************************************************************************************************************************************
  
  I am rejecting this response because:
  It is a generic response! I never had any attempted deliveries! Therefore who knows if you ever sent it out in the first place! This is a scam!!!!! There are other reviews about this happening to others and now it has happened to me! You should be shut down for scamming people!!! Making money on faux deliveries!!!!! I would not send something back that I ordered!!! You were incapable of even sending it and lied on top of it! And I want my full refund back!!! 
  

• Initial Complaint

  Date:08/30/2024

  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.

  Ordered vape frenzy kit on the 6th of August. It was shipped out the 7th. Since then it has stalled several times. I have contacted them 4 times. Every time I was told to be patient. On the 27th the tracking number provided told me it was out for delivery. I still havent received my order. When I contacted the company yesterday they told me it was on the "last mile" and they don't know when or who is delivering it.

  Business Response

  Date: 09/06/2024

  Hi *****,

  Due to the increased complexity of shipping, some customers shipping to the Midwest or Eastern half of the US can expect to see longer transit times (6 - 20 business days).

  I've taken a look at your purchase with us and it looks like your package was marked as Delivered on 8/30/24. If you encounter any issues with your order please feel free to reach out to our support team at ******************************************.

  Customer Answer

  Date: 09/06/2024

   
  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:08/19/2024

  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 am a regular buyer of VMATE pods in 1.2 ohm resistance.On 8/5 order # *********** I ordered 5 boxes, at $5 a box.When they arrived, one box was 1.2 ohm and 4 boxes were 0.7 ohm, which do not work on my device.Probably a $20 impact, no biggie. I decided to contact support for the company so i could get what i ordered and paid for.They got back promptly via email and decided that an $8 credit was justified for their mistake. What?They also offered for me to send back the 4 boxes of 0.7ohm and once they received that they could either refund or send me what i ordered in the first place. This would take around 3 weeks with shipping back and forth, which would cost the company more in shipping than the $20 loss. What great business. And what a great idea to pass the inconvenience from incorrectly fulfilling an order down to your customers.You lost a customer over $20 today. I've just never seen anything like it before. If this was a $300 vape, i would understand. But you really wanted to go this far for $20.You owe me $20 and I'm going to need that back from you, promptly. Store credit, refund, I don't care. But I won't allow your company mistakes to be my inconvenience. You may be able to treat your other customers this poorly, but not me.

  Business Response

  Date: 08/20/2024

  Hello *****,

  Were sorry to hear that our standard delivery procedures didnt meet your expectations. We understand that the process might have been frustrating. Our policy requires returning the incorrect items before we can send out the correct ones, and we recognize that this may have felt cumbersome. We did provide options for resolving the issue and were prepared to ship the correct items as soon as we received the tracking update for the return. Its unfortunate that this didnt work out as planned, and we respect your decision to move on.

  If youd like to revisit one of the solutions we offered or need further assistance, please reply to the original email thread, and well be happy to help.

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

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

• Initial Complaint

  Date:08/19/2024

  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 purchased an atomizer on 7/11/2024.from Element Vape. Delivered on 7/16/2024z. On 7/31, the product had disassembled after being removed from the rig the first time. I reported it to Element Vape and they just turned me over to manufacture Puffco. PuffCo has failed to respond to the warranty claim and this is very frustrating that the seller will not stand by product they sell and simply send me a replacement or reimburse for the purchase that lasted 2 weeks. After trouble shooting videos and attempting to fix one of the wires has snapped off now. Zero help from Element Vape or PuffCo.

  Business Response

  Date: 08/20/2024

  Hi *****,

  Apologies for any inconvenience experienced throughout this matter.

  If you purchased your Puffco product through our website, its covered by Puffcos warranty. For any warranty issues, youll need to contact Puffco directly. Please allow them some time to respond and avoid sending multiple emails, as this can actually delay their response.

  Should there be any issues, please feel free to reach out to us at ********************************** and we will do our best to assist you.

• Initial Complaint

  Date:08/13/2024

  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 placed an order with Element Vape on 8/5/24. After receiving the package I noticed that one item was not what I had initially meant to order and that the box was damaged (the product inside the box is perfectly fine). I followed the refund process on the website and had intended to purchase the correct item. **************** informed me the return was rejected due to the damage on the box even though I had received it that way. I would like a refund for just this item, not even my entire order.

  Business Response

  Date: 08/15/2024

  Hi *******,

  Unfortunately, we are unable to accept the device for return due to the damaged packaging. As the packaging is severely damaged, the item does not meet our return policy requirements and is considered non-returnable. Additionally, we were not informed of the damage to the device packaging until your return request was denied. While we understand this is inconvenient and frustrating, we must adhere to company policies such as these. 

  For more information on our returns policies, you may visit the following link to our Returns & Exchanges Policy web page:

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

• Initial Complaint

  Date:08/05/2024

  Type:Sales and Advertising 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 placed an ordered on 8/1/12024 in the amount of $76.43 via the Element Vape website. Unfortunately, I just discovered that my shipment was declared as a "submission failed" meaning that my package never arrived at a carrier facility or Element Vape provided me with the wrong tracking number, but still had the audacity to take my sufficient funds and never provided any updates since then. This "submission failed" status was updated as of the same day that I placed the order. This has never happened before during my past experience with Element Vape. I would never expect this from them, knowing that I never had problems with them in the past. But now, I'm beginning to think that Element Vape is carrying plenty of deceptive shipping and delivery practices, and to me, that's unacceptable. I don't work for Element Vape. They work for me and every customer out there and it shouldn't be the customer's responsibility to babysit ******************** regarding the shipping and delivery updates. Now, I know better that I will never shop and trust Element Vape ever again. Never has this situation put me in such a very disappointing mood.

  Business Response

  Date: 08/05/2024

  Hi ***,

  I've investigated this issue and it looks like our team had already informed you of a small technical hiccup on the carrier's end which affected label creation in their system.

  Rest assured, your order has already been processed and shipped. The carrier is aware of this issue and will be creating a new label once your package is received at their facility. Our team will update you with the new tracking link once this happens.

  if you have any further questions please feel free to reach out to our team at ******************************************.

  Customer Answer

  Date: 08/05/2024

   
  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.

  Thank you to the staff at Element Vape for informing me about the status of my package. I recently sent out a second email to Element Vape regarding this matter. The staff at Element Vape can disregard my second email. Since the response from Element Vape was answered promptly, I'm willing to wait 7 to 10 business days for the new label to be created and go forward with the shipping and delivery process. Now, I'm relieved to know that my package is not comprised at the moment. Therefore, a refund won't be needed in the meantime. Thank you to Element Vape for the kind prompt response. 

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

• Initial Complaint

  Date:07/30/2024

  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.

  This company is a scam they get your money and no product

  Business Response

  Date: 07/31/2024

  Hi *****,

  I've investigated your order and it looks like your package has already been processed and shipped.

  Our team had already advised you of how new regulations have affected the shipment of vapor products. Your package is still in transit and an update will be provided once it has been received at the first sorting facility.

  Due to the increased complexity of shipping, customers in the Midwest or Eastern half of the U.S. may see longer transit times (6 - 20 business days). We also recommend that you review our *********** Article below for more detailed information on these shipments:

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

  At this time we can only advise that you allow more time for your package to make its way through the delivery network. We appreciate your patience and understanding.

   

   

  Customer Answer

  Date: 07/31/2024

   
  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:07/26/2024

  Type:Service or Repair 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 item worth $181.22 ($131.99 US) Canadian online on June 22, and I was quoted tracking and shipping information, but no item was shipped and after 30 days they claim it was lost and they will refund full amount. Now today they charged me another $181.22 ($131.99 US) from my account without authorization, and I have yet to receive my item or the refund.

  Business Response

  Date: 07/26/2024

  Hi ********,

  I've investigated this issue and can see that our team had issued a full refund already. The transaction you are seeing is likely the funds being returned to your account, rather than a secondary charge.

  We recommend contacting your card issuer for more information as the refund has already been issued on our end.

  Customer Answer

  Date: 07/27/2024

   
  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:07/24/2024

  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.

  It has been over a weeks with no update on tracking. They took my money and made me pay for shipping but cannot respond to emails with anything but a form letter.

  Business Response

  Date: 07/24/2024

  Hi *****,

  I've investigated your purchase and it looks like your order was recently shipped on 7/18.

  Our team had already advised on how new regulations will impact shipping processes, and your package is currently in transit to the Final Mile Carrier's facility. You will not see a tracking update until your package has been received at that facility. Due to the increased complexity of shipping, some customers can expect to see longer transit times (6 - 20 business days).

  If you are unaware of how new regulations may impact the shipment of vapor products, we recommend reviewing our *********** Article below:

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

  At this time we may only advise that you allow more time for your package to make its way through the delivery network. We appreciate your continued patience.

  Customer Answer

  Date: 07/24/2024

   
  Complaint: 22035648
  
  I am rejecting this response because:
  You make people pay for this garbage. You sent me a form letter with a tracking link that showed absolutely no information. It would be nice to know if my device will be sitting in a warehouse for three weeks or what. You're tracking is barely able to be called such a thing and it sounds like you've had a lot of trouble with your "delivery drivers" stealing packages. I suggest you get some legal help
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/26/2024

  Hi *****,

  It looks like a delivery scan was provided today. If you have any other questions please feel free to reach out at ******************************************.

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 22035648
  
  I am rejecting this response because: yes the order was delivered however, you charged me for adult signature services. The adult signature was never obtained. The driver just left the package on my deck. I want a refund for those service charges and you should probably get after your shipping department seeing as how not getting the signature is against the law. If you weren't such scam artists you might know that 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:06/24/2024

  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 is 6-6-2024. -$292.94 ELEMENT VAPE ***** *********** CA ******************************************************* with my order never did. Received an empty package from ***** Tracking number is **********************. Order Number #*********** I have tried multiple times to contact them and they send me a website to file a claim for missing or stole package and they never respond except with the same website to make a claim. They havent responded to my emails or anything. I tell them in emails that Im not getting and response from them from their customer service. I want my money back or the items I ordered.

  Business Response

  Date: 07/03/2024

  Hi ***********,

  I've investigated this issue and can see that our support team has been in communication with you and assisted in submitting a claim through Route. It looks like the claim was approved and reimbursement had already been issued, as such this matter is considered to be resolved.