ComplaintsforApollo Ecigs

• Initial Complaint

  03/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  March 2nd 2023 I contacted customer service for a problem with my previous order. The product was not working. The first email back, they said the replacement has been shipped. The product was shipped to my old address without me knowing. They didn't confirm my address when I was emailing them. They just automatically sent out a replacement. I didn't know I was getting. I contacted *** to reroute the package. They were unable to. The Apollo team then said it's my fault because my address was not updated. I wasn't planning on buying from them again because the first product was broken. Why should I update my address. They should have confirmed it in their response to my complaint. The *** vape pen was sent to my old address where a minor could have received it.

  Business response

  03/25/2023

  ID: ********
  
  
  Dear Better Business Bureau,
  
  We are in receipt of the complaint filed by *********************** regarding a problem with her previous order. We regret to inform you that we could not find any records of her name, email address or physical address in our files. Apollo Future Technology (Apollo eCigs) also does not sell THC vape pens.
  
  Upon doing a thorough investigation, we discovered that there is another company named Apollo that sells similar products. It is likely that the complaint was filed against the wrong company. We recommend that ************** reach out to the other company to resolve this issue as they will be better able to assist her.
  
  We understand the seriousness of the matter and we want to assure you that we take all customer complaints seriously and strive to resolve them to the best of our abilities. If there is any way that we can assist in resolving this issue, please do not hesitate to let us know.
  
  Thank you for bringing this matter to our attention and we hope that ************** is able to resolve her issue with the appropriate company.
  
  We attached the copy of the email we received and replied to but no response back.
  
  
  Vape pen
  External
  Inbox
  
  Alyssa Rezny <*********************> Mon, Mar 13, 3:21?PM (8 days ago)
  
  to me
  
  I had ordered a vape a while ago. It was not working. This company sent a replacement but didn't confirm my address before notifying me. *** could not reroute the package. It was delivered to the wrong address. My address is **************************************************************************************
  Sent from Yahoo Mail on Android
  
  apollo support <******************************> Mon, Mar 13, 3:22?PM (8 days ago)
  
  to Alyssa
  
  Hi Alyssa,
  
  Please send us your order number so we can further look into this. 
  --
  
  Thank you,
  Apollo **************** Department
  
  
  Weve included a screenshot as well

• Initial Complaint

  06/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ORDER #****** Order placed on April 21, 2022 I placed the order as I had done before, when it arrived it said "partial shipment" on the packing slip. And indeed, 3 items were not in that package (qty 2 of 1 item, so 2 different items). I contacted their support on Apr 27 and got an automated response on May 3 saying that seeing "partial shipment" is caused by the Route Protection they offer. It's a 98 cent shipment protection, and it is listed as a line item in the order. However, that was not the case with this order. On May 3 I replied, saying that my missing items were physical items, and asked when they would be shipping. No response from their support, so on May 15, I re-replied to the previous email, asking when they would ship, or are they out of stock, etc. May 24th, still no reply from them, I replied and basically reiterated my question from earlier emails, still no response. Today I sent another email regarding this order, which they have conveniently marked as "fulfilled". And the real kick in the pants is that these aren't even expensive items, what's missing adds up to $12.37. I just want the items I ordered and paid for, a refund doesn't allow me to repurchase the items because of tax and shipping, which I'm positive I would have to pay again.There were 2x "SPRK CARTRIDGE - 510 THREADING / GUNMETAL" and 1x "RSRV TOOL - avalanche" missing. They were not on the packing slip, so I expected them to arrive sometime later. I con

  Business response

  06/13/2022

  Hello,

   

  We reached out to the **** team and here was their reply:

   

  I am unsure as to why the packing slip would only include the partial order as we have all of these items in stock. I have however, already provided the customer with the missing items. Order #****** in Shopify are the requested items, these were fulfilled Friday June 10 and it appears that the package was delivered June 13 according to the tracking: https://tools.usps.com/go/TrackConfirmAction_input?qtc_tLabels1=420300179300110944101324117168
   
  Let me know if there is anything further you require.
   
  Best,
  Merik

*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. ↩