Business Profile
Hospital Supplies
Storz Bickel America IncThis business is NOT BBB Accredited.
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Complaints
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Complaint Details
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Initial Complaint
12/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a Venty vaporizer on Sept 15, 2024 for $493.99 from *************************************************. After using the device for a short period, I encountered an E04 error regardless of firmware version, along with issues in the accompanying web app. Ive contacted customer service multiple times, but they have failed to offer a resolution, refusing both a replacement device and a refund. This is also considered to be a medical device by ** law.Details of the Issue:Device Malfunction: The Venty vaporizer repeatedly displays the E04 error and has web app issues that prevent full functionality.Customer Support Failures: Despite several attempts to resolve the issue, *********************************************** has refused to send a replacement and wont issue a refund.Shipping Issues: *** has refused to accept the return due to the nature of the product, making it impossible to return the device as instructed.Diagnostic Confusion: While other customers received a remote diagnostic tool, *********************************************** denied offering the same service, even though this was communicated previously.Price Adjustment: As a resolution, I also request a price adjustment in line with Black Friday discounts, as I cannot return the defective device and may need to purchase a new one.Desired Resolution:Immediate replacement of the defective device without requiring me to return the current one.Price adjustment for Black Friday offers.Clear explanation if a refund is not possible.I have attached a few emails, but I have some more. Let me know what you need.Initial Complaint
11/22/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I placed an order on 11/3 for a device from Storz & Bickel, I received the initial tracking info but the package was placed on hold. I have reached out to *** but I am not allowed to open a claim because I am not the sender. I have left over 100 voicemails, sent 30 emails and called every day and this company will not respond. We are filing complaints with every possible organization to remedy this issues and absolutely terrible customer service. It appears they their sole intention is to steal from customers.Initial Complaint
11/21/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I had one working device from ********************** and Bickel, it worked for about 3 months very well until it just stopped. I initiated an *** and they replaced it no problem. This device however would heat up and work fine from 360 degrees to 365, then would stop heating further and stop producing vapor despite being set to above 400 degrees. Returned and got a replacement again. Same issue. Returned and got a replacement again. Same issue. I initiated another *** and explained that this has happened many times and asked if they were repairing or sending a new device and they said they sent new devices every time and they sent me another. Still had the same issue. This occurred about 8 times. Not to mention that I have to pay for shipping every single time. I ask for a refund and they inform me they dont do refunds and to initiate another RMA. Am I just supposed to continue this for months? Im out well over the $400 spent on the device from spending money each time to ship it back. So disappointed as this was to help me during pregnancy as well. I needed it and was the only device ever to get me to stop smoking. I unfortunately smoked my whole pregnancy because this device failed over and over. They couldnt even give me my money back so I could try elsewhere or even try one of their other products as an exchange. So disappointed in this company.Initial Complaint
10/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I bought a ***** for $499.00 . It works for 30 days then the software malfunctions and needs to be replaced . I am going on my 4th ***** , there is a lemon law and this is one of those items .Initial Complaint
08/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
This company has no shame. Posting and promoting a defective device while using their popularity with other devices. This ************** got bought out by a sneaky rat and now its a full blow ***************** You can guess that it went down the drain when the company got bought out.Initial Complaint
08/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased the most expensive portable vaporizer on the market from Storz Bickel. It failed at inside two months ownership. The problem that my device suffered is reported to be occurring at a 12% rate. Storz Bickel have an RMA warranty program. I have requested multiple times to receive a full refund as I am thoroughly dissatisfied with the item not working. They have only allowed me to potentially receive a replacement device from them, no possibility of refund. This must not be ok. The device has numerous cited cases of failing and there are many folks who are on their 4-7th warranties device. I do not want to play that game as I lose the ability to use the item for about a week each time it needs to be replaced. I have expresssed this to them and they insist that I am stuck with the device and will need to RMA warranty when the devices fail in the future. Surely the must be required to do better than this…?Initial Complaint
08/09/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a vaporizer from 'Storz & Bickel' for $450, the unit worked 3 weeks then stopped. You cannot call anyone at the office, everything is done through an automated system. They offered an 'firmware' update, that was unsuccessful in solving the problem. I wanted a refund but they sent me a return order for repair, and that is unacceptable given the circumstances regarding the expensive price and the amount of time the unit worked. In addition to that, Storz & Bickel knew of systemic problems with the unit yet continued to ship the product.Initial Complaint
07/17/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Bought a ***** device from this company that shortly stopped working after I bought it. I did research on the product and saw that the e04 error I was getting was a very common error with this product. They want to send me another one but I just want my money back because I don’t want another defective product. I’m the one who has to pay for all the shipping and not interested in spending my time and money to constantly send back a defective product. They refused me a refund saying all sales are final. I would have happily kept the product had it worked but this product has a severe manufacturing error. They have lost nothing since the product has been returned to them, but are trying to keep my money because “all sales are final”. Didn’t know you could sell people garbage and say all sales are final and just screw customers over.Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
February 2024 $600 with accessories Provide an amazing experience with customer service and the best product in vaporization There are no replacement parts for the main feature which is a common issue, on top of the e06 which you knew about and still gave me a faulty product They have no called back just said how outstanding their service is ,which it is not Its crazy you can get the part in ******* but not in states. You sold and gave me a vape that needed to be sent in and replaced.Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased their newest product, Venty. I own almost their entire product line over the years. Within a month it got an error code and stopped working. It took weeks for them to replace. Within a month it happened again only now they refuse to replace. They claim they are working ok a software update that will fix it remotely. I have my doubts. They have now been saying this for 3 weeks, no changes. Absolutely horrible customer service. Their responses almost seem to be mocking me at this point. Will never buy from them again no matter what. I would recommend you go elsewhere. Their heavy use of plastic has a major affect on flavor especially for their portables. There are better and cheaper options and literally any company will treat you better.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
18 total complaints in the last 3 years.
11 complaints closed in the last 12 months.
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