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:11/15/2023

  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 placed an order with Element vape and have yet to recieve any shipping updates after 7 days. Contacted Element Vape to just be told to keep waiting.

  Business Response

  Date: 11/16/2023

  Hello ****,

  Upon review, I can confirm the tracking information for your package has updated. Please feel free to refer to your tracking information by using the link below: 

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

  Note that packages shipped using our new Two-Step shipping process *** encounter longer transit times than normal. More information regarding our Shipping & Handling can be found below: 

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

  Should you have any further questions or concerns, please don't hesitate to contact us at ****************************************** and we will do our best to assist you.

  Customer Answer

  Date: 11/18/2023

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

• Initial Complaint

  Date:11/13/2023

  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 ordered a Caliburn G3 on 11/1. It is now 11/9 & I have not even received an email about it being shipped.

  Business Response

  Date: 11/16/2023

  Hello ****, 
  

  Thank you for bringing this to our attention. 

  All transactions made on our site are processed by our Fraud Detection System. The system uses a specific algorithm to analyze each transaction. Any information that raises a red-flag may result in automatic cancellation. Unfortunately, we are unable to pinpoint an exact reason for the fraud flag. This may be caused by a variety of reasons such as incorrect/inconsistent information, the use of an anonymous proxy, or previous fraudulent activity.

  Should you have any further questions or concerns, please feel free to contact us at ****************************************** and we will do our best to assist you.

• Initial Complaint

  Date:11/08/2023

  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 a lost vape thelema solo from them ( because i already own 2 of them and i absolutely love them. But one of the ones i own the screen is going out after over a year of using it but it still works But I wanted to replace it before it went out completely. So when I received the new device I noticed that it overheated in the battery department and the tank would get hotter than the other ones. So I was still within my 30 day warranty so i contacted them requesting a replacement. They sent me a return label so i returned it. They asked me to make a video showing the issue which i did before i sent it to the best of my ability i wasnt going to allow the device to explode or anything so as soon as i felt the device getting hot i immediately removed the batteries and i even showed them in the video that i had 2 other of the same devices that didnt over heat like this one did. But the only way I could have showed them that it was actually overheating is if I would have a thermometer or something I'm not a Repair Tech so I don't know why they expected me to try to repair it or troubleshoot it For them? The only thing that should matter is I'm a customer and I purchase something from them and I'm telling them that it's not working it's faulty and it was still within the warranty I wasn't requesting a refund I just simply wanted a replacement. I received an email saying because I was unable to show them what was wrong in the video that my warranty was void which is ridiculous! Especially Since I've been a faithful customer of their company for years and this is the very first item ive returned! They want to deny my warranty just cuz i couldnt prove my issue over the video without putting myself in danger by letting the device explode?!? Also they lied in their email saying that i told them i left the device in my purse i never said that!

  Business Response

  Date: 11/16/2023

  Hi ******, 

  Thank you for bringing this to our attention. 

  As stated in our email thread we will be unable to accept the device back for a return as the warranty has been voided. Additionally, as the return was never approved a prepaid return label was not provided to you. The label you used to ship the item back to our facility was issued to you years ago. We are able to confirm this by the Order Number that is provided on the return label as well as the address the package was shipped to. We are no longer at the ********************* warehouse and will not receive packages shipped to that location. 
   
  Since the return was never preapproved and shipped to the incorrect warehouse, we will be unable to offer any compensation for the lost package. 
   
  For more information on our returns policies, you may visit the following link to our Returns & Exchanges Policy web page:
   
  *************************************************

  Please feel free to contact us again if you have any further questions or concerns. Have a great day!

• Initial Complaint

  Date:10/20/2023

  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 placed an order with this company and after almost 7 days of a 3 day shipping still no info was Provided upon inquiry I was pretty much told to **** it up. Contacted shipping company , shipping company told me a label was created but package was never received to be shipped . This company refuses to acknowledge this . I believe this is a scam company as they do not have a phone number and can only contact by email which they do not respond to

  Business Response

  Date: 10/26/2023

  Hi *******, 

  Thank you for bringing this to our attention. 

  Upon review, we can confirm an associate has shipped out a replacement for your lost package. As a result, this matter is considered closed. 

  Please feel free to contact us at ****************************************** if you have any further questions or concerns. 

  Customer Answer

  Date: 10/27/2023

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

• Initial Complaint

  Date:09/21/2023

  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.

  Element Vape order #*********** Transaction date 9/14/2023 in the amount of $45.84 Company claims to have sent out my package on 9/15/2023 yet the delivery service claims they never received it. *** contacted the company for a refund since my package is lost but they refuse to refund me. Both element vape and the delivery service claim to not have it and neither can/wont locate it. Element vape has now stopped responding to any and all inquiries into the matter. All I want is the products I ordered or I want my money back.

  Business Response

  Date: 09/22/2023

  Hi ******,

  Thank you for bringing this to our attention. 

  Please check your email correspondence with us as an associate has responded to your inquiry. We will need an answer from you in order to proceed to the next step.

  Thank you for your cooperation.

• Initial Complaint

  Date:09/20/2023

  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 8/28/2023, and they took the payment out of my account immediately. Over $70 and now 23 days later and NOTHING. I entrusted this company with the false advertisement and bogus five star reviews. *** made several attempts to contact them with zero results. I want my order delivered ASAP or the money refunded. Its already bad enough with inflation, but this is fraudulent business activity.

  Business Response

  Date: 09/21/2023

  Hi *****,

  Thank you for bringing this to our attention. 

  Upon review of your tracking information, I can confirm the carrier has attempted to deliver your package once, however, the delivery attempt failed. Unfortunately, our team does not have any influence over packages once they are shipped from our facility.

  All of our carriers are authorized to make multiple delivery attempts, we recommend allowing a few more days for the carrier to work to finalize a redelivery attempt.

  In the event that delivery is ultimately unsuccessful, your package will be automatically returned to our facility. Should this occur, a representative will contact you with a refund confirmation once your package has been received and processed for return. You can read more on our policy for returning packages on our page below:
  
  **********************************************************************************************************************

  Should you have any further questions or concerns, please do not hesitate to contact us at ******************************************

• Initial Complaint

  Date:09/06/2023

  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.

  Last November I placed an order with this company for over $50 dollars worth of merchandise and never received it after countless attempts for them to refund my card throughout the year i contacted them last week *** they are now telling me "too much time has passed and there's nothing we can do". That is absolutely abysmal customer service. Would never recommend working with this scam company.

  Business Response

  Date: 09/07/2023

  Hi ******, 

  We are sorry to hear about this issue. 

  Upon reviewing you email history with us, we can confirm that every correspondence a member of our team advised you to file a claim with Route Package Protection since it was also purchased along with your order. However, a claim was never submitted. Unfortunately, due to the age of your order we are unable to issue a refund as our system will not allow us. Note, the order was placed on November 15, 2022.

  Additionally, as a refund is no longer an option and since we are unable to view the status of your package due to the tracking information being unavailable, we are unable to offer further assistance with the matter at hand. 

  We sincerely apologize for any inconvenience this may cause and appreciate your understanding.

   

• Initial Complaint

  Date:09/05/2023

  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 a product off this companys website and have yet to receive any info regarding my order. When I attempt to contact the company about invoicing issue and delivery issues no one has even tried to respond. I would like the company to respond to my various emails and help resolve the issue because I paid for goods which i have yet to receive and if I am not going to receive them Id at least like my money.

  Business Response

  Date: 09/06/2023

  Hi *****,

  Thank you for bringing this to our attention. 

  I've checked our system and can confirm your order was canceled and refunded by your request. You contacted us regarding your order and processing times, however, when we responded to your inquiry, you preferred to have your order canceled and refunded. Please feel free to check your email for further assurance. 

  Should you have any further questions or concerns, please do not hesitate to contact us at ******************************************

  Customer Answer

  Date: 09/07/2023

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

• Initial Complaint

  Date:08/24/2023

  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.

  Ordered a mod that broke within a few months. Element Vape refuses to take it back or refund it.

  Business Response

  Date: 08/25/2023

  Hi ******, 

  Unfortunately, the warranty on your product has passed our 30-day after-sales warranty period. Therefore, the item is no longer eligible for a warranty claim. Kindly note, that most items purchased on our website will only be covered under the 30-day warranty. As your device was delivered on May 19, 2023, the warranty has since expired as of June 19, 2023. Therefore, you were recommended to contact the manufacturer to see if you qualified for their after-sales warranty services. 

  However, you have stated in your email correspondence with us that a chargeback has been filed. As a result, we are unable to offer assistance until the transaction dispute has been resolved. This issue must now be escalated to our ****************** and resolved directly with your financial institution.

  Thank you for understanding and have a great day.

  Customer Answer

  Date: 08/26/2023

   
  Complaint: 20514744
  
  I am rejecting this response because:

  Your warranty is a moot point. You sold me a faulty product and you need to take responsibility for it. At the very least, when it was discovered this was a faulty product - the line of products should have been taken off the shelf and not sold off to unsuspecting consumers such as myself.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 08/30/2023

  Hi ******, 

  We appreciate you following up with your complaint. 

  Kindly note, these items are mass produced. With mass production, there is bound to be some devices that will come with a manufacturing defect, this does not call for items to be removed from the shelf. 

  As stated previously, your order was purchased on May 13, 2023 and you did not contact us about the defective issue until August 20, 2023. Unfortunately, by the time you contacted us the device has surpassed the 30-day warranty we have to offer on our website. As a result, we are and will be unable to provide warranty services for you. You were prompted to contact the manufacturer directly in order to claim an after-sales warranty through them.

  Please note that when placing this order you were required to agree to our Terms and Conditions. When you selected the box labeled "I read and agree to Terms and Conditions" you confirmed that you understood and acknowledged our Returns Policy.

  More information can be found in the link below:

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

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20514744
  
  I am rejecting this response because:

  One can expect a product, mass produced or not, to work for a decent amount of time. This is not about warranty. This is about a defective product. I did not break it and it does not fall under "warranty-like-coverage". The device simply does not work.
  
  Sincerely,
  *****************

• Initial Complaint

  Date:08/10/2023

  Type:Billing 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 order with Element Vape on August 3rd and the transaction was declined, but funds from my debit card are holding two pending transactions. Green ******** is looking into the continued hold on my money. Element Vape claims that the card was declined and they have no holds on my money. Green *** had twice told me the hold up is the merchant's (Element Vape) end. I am filing this complaint hoping I can get some form of resolution.

  Business Response

  Date: 08/10/2023

  Hi ******,

  I can confirm that your recent transaction attempts had been declined. In cases such as this, your card issuer will make a temporary charge, which should be automatically returned to your account within 5 - 20 business days, depending on your bank.

  As the transactions were declined, zero funds were submitted to Element Vape. Therefore, we will be unable to issue a refund for zero funds.

  This matter must be resolved directly with your financial institution. We appreciate your understanding in this matter.

  Customer Answer

  Date: 08/10/2023

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