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:05/07/2025

  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 submitted my Puffco Peak Pro for a warranty claim following Puffcos official instructions. I paid for the original device and followed all steps provided by their support team. I was in contact with a representative named Sydnee, who confirmed receipt of my claim and gave me instructions on how to send in the device.I shipped the unit on 4/22/25 and confirmed delivery on 4/28/25 via tracking. Since then, I have not received a single update regarding my warranty claim, repair, or return. I have followed up multiple times by email and received no response. It has now been over two weeks, and I feel completely ignored and unsure if I will ever receive my device back.This has caused me significant stress and disappointment. I simply want Puffco to honor the warranty, provide an update on the status of my device, and return it to me in working order. I hope this issue can be resolved without further escalation, but I am filing this complaint in hopes that Puffco will respond and fulfill their obligation to a paying customer.Desired Outcome:I would like ******************** to return my repaired (or replaced) Puffco Peak Pro promptly, or at the very least, provide a clear update on the status of my warranty claim. If the product cannot be returned, I would like a full refund.

  Business Response

  Date: 05/08/2025

  Hey *********,
  
  We hope this message finds you well. Thank you for reaching out regarding your warranty claim. We sincerely apologize for any inconvenience this situation may have caused. Your inquiry is important to us, and our team is committed to resolving the issue to ensure your device functions as intended.
  
  We understand that waiting for updates can be frustrating and truly appreciate your continued patience. Please note that our system processes tickets from oldest to newest, and sending multiple follow-up messages can unintentionally cause delays, as each new message resets your tickets position in our queue.
  
  Please rest assured our support representative will be in touch with you to assist you further. 
  
  We truly appreciate your patience and understanding throughout this process. If you have any additional questions or require further assistance, please feel free to reach out in your open support ticket.
  
  Best regards,

  Customer Answer

  Date: 05/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, Im satisfied with the response I received from them and appreciate them taking the time to clarify the situation. While I now understand that multiple follow-ups can delay the queue, my initial concern stemmed from a lack of response after being told I would receive an update the next day. I followed up in good faith, including asking a question I was invited to ask. That said, I recognize how the system works now and will avoid further emails until a response is given. Im glad the issue has been acknowledged, and I appreciate the effort to move forward constructively.
  
  Sincerely,
  
  ********* ********

• Initial Complaint

  Date:04/24/2025

  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 am filing this complaint due to an extremely prolonged and frustrating warranty claim process for my Peak Pro device. The process, marked by repeated delays and poor communication, has not led to a resolution despite clear evidence of a malfunction.Timeline of Events:April 2, 2025: Complaint sent to Puffco about my device malfunction, request number ****** assigned.April 7, 2025: Followed up due to no response.April 10, 2025: Response from ****** after follow-up, requesting details already provided.April 14, 2025: Asked to provide a video, adding unnecessary delay.April 17, 2025: Puffco suggested inspecting the device for repair but failed to provide any procedure, merely asking if I wanted to proceed.April 20, 2025: Sent a regular follow-up due to no instructions provided.April 22, 2025: Sent a warning email indicating a potential BBB complaint due to unresolved status. No response received.April 24, 2025: Filing this BBB complaint as the issue remains unresolved nearly a month later.Desired Outcome:I urgently request a prompt resolution, either through repair or replacement of the defective device. This process should not have extended over a month, especially given the detailed information provided initially. I implore Puffco to resolve this matter immediately.Also, PuffCo desperately either needs to expand their support team or replace them as this showed a shocking disregard for the customer. I havent been able to use the device I paid for and god knows how much longer this will take (if ever concluded). Had I known that this was how their company would behave after taking my money, I would have gone elsewhere.Lastly, the Reddit moderators were completely useless, telling me to quite literally wait indefinitely and never send a follow up, even if its been a week, or else I will be punished by being moved to the back of the support queue. Pretty weird way to get back at customers for following up on ignored requests.

  Business Response

  Date: 04/25/2025

  Hey ****,
  
  We hope this message finds you well. Thank you for reaching out regarding your Peak Pro. We sincerely apologize for any inconvenience this situation may have caused. Your inquiry is important to us, and our team is committed to resolving the issue to ensure your device functions as intended.
  
  We understand that waiting for updates can be frustrating and truly appreciate your continued patience. Please note that our system processes tickets from oldest to newest, and sending multiple follow-up messages can unintentionally cause delays, as each new message resets your tickets position in our queue.
  
  Please rest assured that your device is covered under a 2-year warranty for any manufacturers issues, and our support representative will be in touch with you to assist you further. 
  
  We truly appreciate your patience and understanding throughout this process. If you have any additional questions or require further assistance, please feel free to reach out in your open support ticket.
  
  Best regards,

  Customer Answer

  Date: 04/25/2025

  
  Complaint: 23246510
  
  I am rejecting this response because:
  PuffCo is once again completely ignoring the actual messages and responding to things that arent there. This has been an ongoing theme, evidenced by requiring 10 back and forth emails to obtain a shipping label that has yet to be presented.

  
   Blaming customers for following up after a week of no response is crazy. Especially since that follow up was the only way I received a response to my initial outreach (waited 7 days, then another 3 after my follow up).

  
  Whether or not PuffCo ever honors their warranty, their support system is massively lacking. They are either wildly understaffed or simply cannot be bothered to respond. There are literally only two possibilities and both show a serious disregard for their customers who spend hundreds of dollars on their products.

  
  Going on a month now for something that, according to PuffCos own stated policies, should take 72 hours max (or twice that, if clarifying information is needed). I provided all information in my first email, including the troubleshooting I had done showing that it was not my chamber but rather the device, though in all subsequent emails the support agent decided to focus solely on that, wasting weeks at a time.

  
  The fact that PuffCos response didnt include a statement that they will even look at my case is so insanely lazy that I really have no words. Looks like Ill just sit here indefinitely.

  
  In the meantime, I purchased a Switch 2 from Dr ****** as from my research it is a much higher quality device and doesnt have the awful support problems that many report about PuffCo. Ill probably be using this solely the next couple months while I wait for PuffCo to acknowledge my valid warranty claim, if they ever do.

  For the record, Ive been completely respectful throughout this entire process though I am not at wits end.

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

  
  

  Business Response

  Date: 04/28/2025

  Hey ****,
  
  Thank you for your follow-up. We hope this message finds you well.
  
  Upon review of your support ticket, we can confirm that a member of our team reached out to you on April 25th and provided a pre-paid return label to proceed with your warranty service.
  
  We appreciate your patience throughout this process. If you have any additional questions or need further assistance, we encourage you to continue communicating through your support ticket to ensure all information remains organized.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible experience.
  
  Best regards,
  

• Initial Complaint

  Date:04/24/2025

  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.

  On 4/13/25 I paid $81.83 for a product from this company. My main device wasnt working and their online site stated that it is a chamber issue. I went to buy a new chamber on their site, went to try to use it and the same issue is happening. I emailed the company for a resolution and return if thats what is needed, and they have yet to respond. They stated they reply within 72 hours, however, I emailed them back on 4/19/25 for an update on returning/another resolution, as their website provided misinformation on their product.

  Business Response

  Date: 04/25/2025

  Hey Naveen,
  
  Thank you for contacting us regarding your recent order. Your inquiry is important to us, and we want to assure you that our dedicated support team is committed to resolving this matter as quickly as possible.
  
  We completely understand how frustrating delays can be, and we truly appreciate your patience while our support team has been working through a high volume of inquiries.
  
  Weve reviewed your case, and a representative will be reaching out to you shortly through your open support ticket to ensure everything is fully resolved.
  
  If theres anything else we can do to assist you, please dont hesitate to follow up through your support ticket. We appreciate your feedback and the opportunity to improve your experience with us.
  
  Best regards,

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23246208
  
  I am rejecting this response because:

  You provided misinformation on your website and will not provide a refund for the money I spent, that I need asap. I have followed up numerous times on numerous days and have yet to hear from the company.

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

  Business Response

  Date: 04/28/2025

  Hey Naveen,
  
  Thank you for your follow-up. We hope this message finds you well.
  
  We are sorry to hear that you feel misled by the information on our website. We want to reassure you that the guidance provided on our support page is accurate and intended to help users resolve common issues.
  
  Specifically, it is stated that a red-white-red-white flashing light on the Peak Pro indicates a chamber connection error. Our recommended troubleshooting steps include removing the chamber, cleaning it by soaking in 90%+ ********* alcohol (available at most drug stores) for 20 minutes, allowing it to fully air dry, and reattaching it to the device. It is also noted that ******** are replaceable components with an expected lifespan of 13 months, and replacement ******** are available for purchase through our website.
  
  Additionally, our support page advises that if the troubleshooting steps do not resolve the issue, users should submit a warranty claim through the app for further assistance.
  
  If you have already attempted these steps and continue to experience issues, our team is happy to assist you further through your open support ticket. Please know that a representative will reach out to you as soon as possible to continue assisting you.
  
  We appreciate your patience and understanding, and we encourage you to reply directly to your support ticket if you have additional questions. This will help ensure all communication remains organized and that you receive the appropriate assistance as quickly as possible.
  
  Thank you for being part of the Puffco community.
  
  Best regards,

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23246208
  
  I am rejecting this response because:

  If you read all my previous messages youd understand I already have done all those steps you provided. How does that resolve my issue through your warranty? *** bought a lot of products from your company and this is the first time Ive had such a bad, scammy behavior and customer service. This is insane. Nowhere on your site did you say when ordering that there are no returns or exchanges? Your wording on your website is really misleading. So you cant return something that doesnt work? I never even used it or got the chance to? Its brand new and I have the original packaging. Which the chamber was loosely inside the box it comes in, its not like it was wrapped in plastic inside a box? I literally have a brand new, non-used item that doesnt work, and I cant return it within 14 days? Why dont you offer to take my actual puffco pro in along with the chamber and fix it and send it back since you cant give me a refund for your non working item?

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

  Business Response

  Date: 04/30/2025

  Hey Naveen,
  
  Wed like to kindly reiterate that, as outlined in our Terms and Conditions, our primary goal is to ensure our customers are fully satisfied with their purchase. If a product is found to be malfunctioning or defective upon arrival, we're always happy to assist with troubleshooting and provide any necessary replacement parts to get your device functioning as intended. However, as noted in our policy, refunds or exchanges are not offered for items that have been opened and/or used. 
  
  Upon reviewing your support ticket, we can confirm that a member of our team has been actively working with you to resolve the issue and gather the information needed to assist under our warranty process.
  
  In our most recent message, we provided troubleshooting steps and clarified that your Peak Pro firmware must be up to date in order to be compatible with the new 3DXL Chamber. If the firmware has not yet been updated, we kindly ask that you follow the provided steps to address the connection issue.
  
  If the problem continues after the firmware update, please reply to your open support ticket so we can further assist you with next steps under warranty.
  
  We remain committed to resolving your issue, and we ask for your cooperation and understanding as we work toward a resolution.
  
  If you have any further questions or need additional support, please respond directly to your support ticket. This ensures all communication remains organized and efficient.
  
  Thank you for your understanding and for being part of the Puffco community.
  
  Best regards,
  

• Initial Complaint

  Date:04/22/2025

  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 bought their product puffco peek pro, and it lasted less than a month before the chamber stop working and once the temperature was not able to read on the device it would not heat up the chamber. I had to buy another chamber that cost about $110 with tax. I contacted them and they promised me a replacement but never got anything back with them. I would like to have them write me a check for the replacement chamber I bought. This device was over $450 with taxes for it to stop working in less than a month. They have also just dragged me along with emails but they never responded.

  Business Response

  Date: 04/23/2025

  Hey ********,
  
  Thank you for contacting us regarding your Peak Pro. Your inquiry is important to us, and we want to assure you that our dedicated support team is committed to resolving this matter as quickly as possible.
  
  We understand how frustrating it can be to wait for updates, especially when seeking resolution. Upon reviewing your support ticket we see that a member of our team has been actively working with you to gather the necessary information in order to proceed with your warranty claim. 
  
  At this time, we are still awaiting that information in order to move forward. Once received, well be able to promptly complete your warranty process.
  
  We sincerely apologize for any inconvenience and appreciate your understanding and cooperation. If you have any additional questions or need further assistance, please dont hesitate to reply directly to your support ticket.
  
  Thank you for your patience and for being part of the Puffco community. 
  
  Best regards,

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23235877
  
  I am rejecting this response because:  I have emailed them already, and provided all the information they asked for.  I emailed them with an updated and has not responded. There has been a 5 month delay on a very expensive item that should work.  If they need any extra information, they need to provide that information on here.  It seems that they do have staff that checks emails as the response to the BBB was a one day turnaround but has not provided me with that same response time. I will not have a company have me spend close to $500 then have me wait 6 months to receive a response.  I purchased it because I wanted to use it, not buy it and wait 6 months for it to work. I purchased the device thinking it was a good product, but their product and customer service has not been up to par. 
  
  Sincerely,
  
  ******** ********

  Business Response

  Date: 04/25/2025

  Hey ********,
  
  Thank you for your follow-up. We hope this message finds you well.
  
  Our records show that a member of our support team responded to your open ticket on April 23rd. In that message, we clarified that although your chamber is outside of warranty, weve offered a replacement as a one-time courtesy. 
  
  Since your initial submission in December, our representative has remained available and actively engaged in working toward a resolution. However, after our message on January 6th, we did not receive a response until March 13th. Following a brief exchange, we again did not hear back from you between March 21st and April 19th.
  
  We want to be clear that these extended gaps in communication were not due to any delay on our end. Our support team has been responsive and ready to assist at every step.
  
  To move forward, we still require the video displaying the issue youve described. This has been requested multiple times and is necessary in order to proceed with the replacement.
  
  Once we receive the video, our representative will be able to move forward and promptly finalize the replacement.
  
  We remain committed to resolving your issue, and we ask for your cooperation and understanding as we work toward a resolution.
  
  If you have any further questions or need additional support, please respond directly to your support ticket. This ensures all communication remains organized and efficient.
  
  Thank you for your understanding and for being part of the Puffco community.
  
  Best regards,
  

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23235877
  
  I am rejecting this response because:
  

  Despite my repeated efforts to work with Puffco, they have consistently failed to take responsibility for their defective product. I initially reported the issue promptly and provided detailed explanations of the problem, including attempted video proof although given the device was completely non-functional, there was nothing visually demonstrable.
  Puffco is hiding behind arbitrary warranty timelines rather than addressing the core issue: they sold a defective, poorly engineered product that failed after barely a month of use. Their so-called "warranty" appears to be little more than a tool to avoid accountability, rather than to stand behind their products.
  Making matters worse, Puffco offers no direct contact method on their website only a vague message form that requires customers to submit an email and hope for a response. This lack of transparency and accessibility is a red flag and reflects a deliberate attempt to make it difficult for customers to seek help or hold them accountable.
  It was only after I escalated this matter to the Better Business Bureau that Puffco even pretended to engage yet even then, they have continued to delay, ignore direct communication, and shift blame onto the customer. Their behavior shows a clear pattern of evading responsibility and taking advantage of consumers who reasonably expect their products to function longer than a few weeks.
  I am requesting a full resolution and urging the BBB to note that Puffco's handling of this matter reflects systemic bad faith practices and customer neglect.

   

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

• Initial Complaint

  Date:04/11/2025

  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.

  Ordered a puffco pivot in November and 6 months in, the chamber isnt working anymore (disconnecting issues, troubleshooted everything already [i.e. 99% alcohol, cleaning, etc.] still doesnt work). This apparently is a common issue and warranty should cover it. Ok I get it, thats fine. But why is your customer service and phone number nonexistent? Created a warranty claim. Was told to wait ***** hours business days for a response. I created the claim on Saturday. Its Friday, the next week. Well over 72 hours. Why do I have to complain on the BBB to illicit a response from the company? Insane. This is not right.

  Business Response

  Date: 04/14/2025

  Hey ******,
  
  We hope this message finds you well. Thank you for reaching out to share your concerns regarding your warranty claim. Were sorry to hear about the issue youve experienced with your Pivot chamber and understand how frustrating this must be.
  
  Our records show that a member of our support team responded to your warranty claim prior to the submission of this BBB complaint. In that message, we shared troubleshooting steps to help resolve the issue and clarified that while the Pivot base is covered under a 2-year warranty, the chamber is classified as a consumable component and is covered under a 1-month warranty. This information is outlined on our warranty policy page, which is available on our website.
  
  We also noted that replacement ******** are currently discounted as part of the ongoing 420 sale.
  
  We appreciate your feedback, and please know that your concerns have been heard. Were always working to improve both our products and support experience. While we regret that this outcome was not satisfactory for you, it is in alignment with our clearly stated policies.
  
  If theres anything else we can do to assist you, please dont hesitate to follow up through your support ticket. We are here to assist you.
  
  Thank you for your understanding.
  
  Best regards,

  Customer Answer

  Date: 04/15/2025

   
  Complaint: 23191044
  
  I am rejecting this response because your company took 72+ hours (not even counting weekends) to respond to a simple inquiry. This is terrible customer service, and this complaint is well deserved to inform other customers. 
  

  Business Response

  Date: 04/16/2025

  Hey ******,
  
  Thank you for your follow-up. We hope this message finds you well.
  
  We completely understand how frustrating delays can be, and we truly appreciate your patience while our support team has been working through a high volume of inquiries. We apologize that we were unable to respond within the 3-business-day window we aim for. That said, we were able to follow up on the 4th business day.
  
  We appreciate your feedback, and while we understand our response time did not meet your expectations, we hope the support provided was helpful.
  
  If you have any further questions or need additional support, please dont hesitate to reach out through your open support ticket. We're here to help.
  
  Thank you again for your understanding and for being part of the Puffco community.
  
  Best regards,

• Initial Complaint

  Date:04/04/2025

  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.

  On the 7th of March, 2025, and order was placed for product (Puffco, Pivot) at the price of $156.37.On the date of the delivery the driver only showed up for a very brief period and left without notifying anyone. It is now April 3rd and I have only received 1 reply from a manager on the 20th of March, stating they were going to pass it on to another manager for further investigation and to not contact them first. I have yet to hear any news or updates about my package and the order number only shows that my package is on the way.. but really isnt.

  Business Response

  Date: 04/04/2025

  Hey *****,
  
  We hope this message finds you well. Thank you for bringing your concerns to our attention. 
  
  Upon reviewing your case, we have confirmed that your package was marked as returned to sender by the carrier. We understand how disappointing this situation has been and appreciate your patience while we worked to resolve it.
  
  Our CS Lead will be following up with you in your open support ticket shortly to finalize your request.
  
  We do our best to keep our customers informed throughout the process and apologize if our communication did not meet your expectations. Please know that your feedback is valuable, and we are committed to improving our processes to better serve you and others in the future.
  
  Should you have any additional questions or require further assistance, we encourage you to continue communicating with us directly through your open support ticket to ensure the most efficient resolution.
  
  Thank you for choosing Puffco. We truly value your business and are here to support you every step of the way.
  
  Best regards,

  Customer Answer

  Date: 04/10/2025

   
  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:03/29/2025

  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.

  I purchased a Puffco Peak Pro 3DXL on Feb. 15th, 2025.The device began showing signs of a defective battery as it was not able to charge.Specifically, when the device was plugged in, the red light would turn on briefly before fading out. The device will intermittently charge, however it is not reliable and continues to display the symptoms of a defective battery.I reached out to Puffco on March 24th, 2025 - after 5 business days, Puffco still has not responded.After doing further research on Puffco (which I should have done prior to doing business with them), it seems that their customer service is extremely lacking and struggles with communication. Based on other customer reviews about ********************, it seems that the only way to ensure that I have either a working product OR a refund processed is to file a complaint with as many organizations as possible.I am already working with my bank to see about disputing the transaction and the device itself is packaged and ready to be shipped back to Puffco's listed business address.I no longer am looking for a replacement, as this company has proven their lack of investment to provide a quality product and customer experience. I am pursuing any and all other avenues to have this device returned and to sever and future dealings with Puffco moving forward.

  Business Response

  Date: 03/31/2025

  Hey ***********,
  
  We hope this message finds you well. Thank you for reaching out to share your concerns regarding your warranty claim. Were truly sorry for the trouble youve experienced with your Peak Pro and the frustration it has caused.
  
  While multiple messages before receiving a response can sometimes cause delays in processing, we want to assure you that your case is important to us.
  
  Please know that our team is fully committed to making this right. Weve reviewed your case, and a representative will be reaching out to you shortly through your open support ticket to ensure everything is fully resolved.
  
  If theres anything else we can do to assist you, please dont hesitate to follow up through your support ticket. We appreciate your feedback and the opportunity to improve your experience with us.
  
  Best regards,

• Initial Complaint

  Date:03/27/2025

  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 bought their $420 product and the glass it came with is broken and no one at puffco will respond to my issue. I've sent other issues before like the $50 hot knife they sent me was broken and they never responded to that either. So if something is broken when you get it oh well I guess. That's a lot of money wasted.

  Business Response

  Date: 03/28/2025

  Hey *********,
  
  We hope this message finds you well. Thank you for reaching out to share your concerns regarding your warranty claims. Were truly sorry for the trouble youve experienced and the frustration it has caused.
  
  We want to assure you that your case is important to us. A representative will be in touch shortly through your support ticket to provide an update and work toward a resolution.
  
  If you have any additional questions, please dont hesitate to follow up through your support ticket. We appreciate your patience and the opportunity to make this right.
  
  Best regards,

  Customer Answer

  Date: 03/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory once they follow through and process a product replacement.
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  Date:03/20/2025

  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.

  Puffco does not get back to customers. I filed a warranty claim 2 weeks ago well under the 30 day warranty for the atomizer. It leaks every use and I want the warranty to replace it for a proper functioning one. I spent a lot of money on this item and puffco is horrible.

  Business Response

  Date: 03/20/2025

  Hey Coby,
  
  We hope this message finds you well. Thank you for reaching out to share your concerns regarding your warranty claim. Were truly sorry for the trouble youve experienced with your Peak Pro and the frustration it has caused.
  
  Please know that our team is fully committed to making this right. Weve reviewed your case, and a representative will be reaching out to you shortly through your open support ticket to ensure everything is fully resolved.
  
  If theres anything else we can do to assist you, please dont hesitate to follow up through your support ticket. We appreciate your feedback and the opportunity to improve your experience with us.
  
  Best regards,

• Initial Complaint

  Date:03/14/2025

  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 ordered a product on their website but accidentally entered the incorrect address and didnt notice until I looked at the confirmation email. I immediately attempted to contact them, sending messages via their website chat support, their instagram account, and customer support email. I simply was wanting to get the product shipped to the right address, but I have had zero contact with them and now I am out the money I paid for the product AND never received said product. I just want the product shipped to my correct address, yet cant get any help from the business.

  Business Response

  Date: 03/17/2025

  Hey *********,
  
  We hope you're doing well. Thank you for reaching out about your order. We understand how important it is to receive your package at the correct address, and we appreciate your patience.
  
  Please note that once an order is placed, we are typically unable to make any edits. However, we have reached out to our shipping team to see if an address correction may be possible.
  
  A representative will follow up with you through your open support ticket as soon as we have an update. If you have any additional questions, please dont hesitate to reach out through your support ticket.
  
  We appreciate your patience and thank you for choosing Puffco!
  
  Best regards,