ComplaintsforPuffco

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Tried to inquire about a warranty about a device they sell.. im within the year warranty.. they won't even take my product to see its defective or not.. they are giving me the run around that a part ( 2 separate different parts) is the problem when one of those parts is barely used.. simply want them to honor their warranty they list but they insist the "out of warranty" parts are to blame without even looking at my device.. horrible warranty practice and you could have mishandled many more RMA requests..

  Business response

  07/26/2024

  Hey ******,
  
  Thank you for contacting us regarding your Peak Pro. We thank you for your inquiry and hope this message finds you well.
  
  To ensure your concerns are addressed promptly and effectively, a manager will be reaching back out to you within the support ticket #******. They will work closely with you to understand the details of your situation and explore possible accommodations to achieve a resolution that meets your expectations.
  
  We appreciate your patience and understanding throughout this process. Please accept our sincere apologies for any inconvenience this may have caused. If you have any additional questions or require further assistance, feel free to communicate with us through the support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

  Customer response

  08/01/2024

   
  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

  07/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi, on 07/09/24 i purchased the peak pro directly from your website. Within an hour of getting my confirmation email, I got another email that its been shipped, when I hit track package it just says confirmed and it will update when it gets more information okay cool its been almost three weeks and it still says the same thing (I have pictures I will insert).. I logged into my account on Friday and it says the order was fulfilled, however upon clicking track package it still says confirmed i took my tracking number WHC632B5A4318 and plugged it in everywhere even on universal and foreign ones and it has no information (again will insert screenshots). I believe I recieved a fake tracking number I reached out to customer service and ****** the person who responded said it was being shipped.. your website says its shipped with *** or ***** but I was told it was shipped by an international shipping company. I asked which one and never recieved an update I just want a legit update on where my package is, reship my package or give me my $448 back because your customer service is **** poor and very much nonexistent. I want to speak to an actual person but its like Im beating a dead horse at this point. If my issue doesnt get resolved because Ive read and seen how you guys handle complaints, I will escalate this matter further. Even if it means legally

  Business response

  07/22/2024

  Dear ********,
  
  We hope this message finds you well. Thank you for getting in touch with us regarding the shipping status of your recently purchased item. Your inquiry is important to us, and we understand how frustrating it can be to wait for an anticipated package.
  
  After conducting a thorough review of your order status, the latest tracking update on July 15th confirms the package was shipped to the carrier. As the representative assisting you in your open ticket #****** has stated, the shipping carrier is WanHub.
  
  We understand that you are eagerly awaiting your shipment, and rest assured that the tracking information will be promptly updated as soon as the delivery carrier provides more details.
  
  With our new carrier, it is expected that tracking information will provide minimal updates until the package reaches its final mile of delivery. Often, this can be the day before the first delivery attempt will be made or so. We recommend monitoring that tracking each day so you can keep updated on the expected delivery.
  
  Please keep in mind it is stated during checkout that orders can take up to 14 business days for delivery.
  
  We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding during this process. If you have any additional questions, feel free to communicate with us through your open support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Product (Puffco Proxy) was purchased through 3rd party. My complaint is about Planned Obsolescence and right-to-repair.My unit, much like many others as shown on forums and support sites prove, has a design problem. The product itself is a vaporization unit of oils, etc., and the design flaw lies with its base.Through the process of heating and inhalation, oil vapor has a pathway to go directly through all of the electronics, battery, etc. This leads to a slow, but most imminent failure of the system.I'm not certain, but through emails with Puffco support and through personal interrogation of said item, I believe there could be a few things happening:The power/action button was first to fail, and the USB/C charging port somehow collects and deposits oil vapor, the rubber protective sleeve is held by patchy adhesive, vapor may travel through the big gaps in the plastic housing where the button and port are sealed by the sleeve. The support email raises a few questions however, as I couldn't find any direct pathway from the chamber into base.I'll quote ****** from Puffco support (I can forward the email chain):"Regarding your mention of leaking vapor into the Proxy base itself, please know that vapor will always pass through the chamber and through the Proxy base due to the way the device was designed."I'm absolutely sure this is Planned Obsolescence:1. The Proxy has been out since 2022, and the forums and support site backs up the claim of this being an issue since the products conception. They won't answer if they have plans to redesign.2. The "Base", which houses the battery, internals, etc., is not for sale by itself, when all other parts can be purchased separately. One must buy a whole new product for $300+. I also read that the warranty doesn't cover this issue.I would like a replacement base sent to me and the company to offer replacement bases for sale in the future. They know it's an issue as per the email yet refuse any solution.

  Business response

  07/19/2024

  Hey ********,
  
  We hope this message finds you well. Thank you for contacting us regarding your Proxy. Your inquiry is important to us.

  Upon review of your open support ticket #******, it appears that after about two years of use, some of the concentrate you were using has made its way through the sealed air-path. In general, we have found the leaking you've described is usually caused by overpacking material and not cleaning the device often enough, leading to a build-up of leaked material. You mentioned that your cleaning habits maybe aren't the best however when the device is properly cared for and the recommended usage instructions are followed, this issue should not occur. We understand that our representative has already provided you with some tips to help prevent this issue from happening again.
  
  As stated on our support page, to ensure optimal performance and longevity of the device, its important to thoroughly clean the Proxy each time the battery needs to be recharged. The chamber itself should be soaked in ISO whenever you notice excess flooding to prevent material build-up over time.
  
  We appreciate your patience and understanding. Please accept our sincere apologies for any inconvenience this may have caused. If you have any additional questions or require further assistance, feel free to communicate with us through the support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Puffco added a update to their puffco peak pro that killed a majority of the them that were over a year old (not under warranty any longer). I feel like this company did this intentionally to get and get people to rebuy the product since they only fix products for 1 year then won't help at all.

  Business response

  07/09/2024

  Hey ****,
  
  We hope this message finds you well. Thank you for contacting us regarding your Peak Pro. Your inquiry is important to us, and we are here to assist you.
  
  We want to highlight that the device is covered under a comprehensive 1-year warranty for any issues arising from manufacturer defects. Upon review of your recent warranty claim, we see that the device was purchased on April 6, 2021. As the warranty expired on April 6, 2022, we unfortunately cannot make any exceptions. 
  
  We appreciate your patience and understanding. Please accept our sincere apologies for any inconvenience this may have caused. If you have any additional questions or require further assistance, feel free to reach out to us at ********************************.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a hot knife. Not even a week later it broke. You sent me another one. It broke a week later again. After looking at all these reviews, its pretty clear that you need to do more trial and error on these devices because they shouldnt be breaking out of the box after you sending me to replacements and they all break, I tell you I want to send them back and get a refund and you say thats not allowed. So Im just stuck with your broken goods great.

  Business response

  06/07/2024

  Hey ********,
  
  We hope this message finds you well. Thank you for contacting us regarding your Hot Knife. Your inquiry is important to us, and we want to assure you that our dedicated support team is committed to resolving this matter promptly.
  
  Although we cannot offer a refund in this particular case, we want to highlight that the device is covered under a comprehensive 1-year warranty for any issues arising from manufacturer defects.
  
  Upon review of your open support ticket #******, we are pleased to report your warranty is already being processed by our team. A pre-paid shipping label has been provided for you to proceed with your warranty claim. Rest assured, our team will continue work closely with you to thoroughly understand the issue and ensure a swift and effective resolution.
  
  We appreciate your patience and understanding throughout this process. Please accept our sincere apologies for any inconvenience this may have caused. If you have any additional questions or require further assistance, feel free to communicate with us through the support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a high quality item and when I received and attempted to use brand new out of the box it simply wouldnt work I emailed the company asking for a refund but was told it wasnt possible I see this as a reoccurring issue on their website but didnt believe the customer service would treat me the way they did. I wonder how many people were scammed out of their hard earned money

  Business response

  04/24/2024

  Hey *******,
  
  We hope this message finds you well. Thank you for reaching out to us regarding your Peak. Your inquiry is of utmost importance to us, and we want to assure you that our dedicated support team is fully committed to promptly addressing your concerns.
  
  We understand the disappointment caused by our inability to fulfill your refund request for your recently purchased item. Following a thorough review of your correspondence in the open support ticket #******, please rest assured that our support representative has responded to your inquiry and eagerly anticipates assisting you. We are keen on resolving your issue swiftly and effectively under the available warranty. Our representative will collaborate closely with you to gain a comprehensive understanding of the matter and ensure a prompt resolution.
  
  Should you have any further inquiries or concerns, please don't hesitate to communicate within the open support ticket.
  
  We sincerely appreciate your patience throughout this process, and we remain dedicated to resolving this matter for you as quickly and efficiently as possible.
  
  Best Regards,

• Initial Complaint

  03/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a puffco peak from a dispensary that is created by this horrible business back in 2023, the bottom part broke and I had to send it back to this place in order to get a warranty replacement sent out to me. One of the representatives misspelled my name (when she clearly asked me for my address) I told her my name is *******, this idiot puts **** (whom we dont even have someone who lives here by that name) ******* and sends the product out. When the product came to my door and he said **** I thought that it was really for someone else so I denied the package and had it sent back. Now some idiot by the name of ***** is telling me that I denied the package because it was for a minor (Im ********************* Im not a minor) spell my name correctly and dont be arrogant thats why I really denied the package! I want my money refunded I dont want the product anymore I bought a Dr ****** thats ***** times better than that Peak. Please see ID PROOF of legal age and the receipt of the amount I would like refunded from this company. Thank You!

  Business response

  03/12/2024

  Dear *******,
  
  We hope this message finds you well. We sincerely appreciate you reaching out to us about your Peak. Your concerns are incredibly important to us, and we want to assure you that our dedicated support team is fully invested in resolving this matter swiftly and effectively.
  
  Were glad to inform you that our manager has personally addressed your concerns in support ticket #****** and has provided a resolution that we hope meets your expectations.
  
  Your patience and understanding throughout this process are truly valued. Please accept our heartfelt apologies for any inconvenience this situation may have caused you. If there are any further questions or if you require additional assistance, please don't hesitate to reach out to us through the support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

  Customer response

  03/16/2024

   
  Complaint: 21386723
  
  I am rejecting this response because:

  as I stated before, due to ***** being rude and letting me know that I no longer am able to order from this business I just want my $270 refunded and I never want to purchase another Puffco product EVER again. I guess with Puffco the customer is NEVER right. As I stated earlier I rejected the package because I didnt know who *********************** was Im not going to accept another persons address, my husband and I recently got married and moved in to this house I get random people mail/packages I did not pay for those packages nor am I legally allowed to open anyone elses mail that is the reason why I rejected the package the delivery guy lied to you guys about having someone under age in the house I wish I could get pregnant and have kids.

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

  Business response

  03/22/2024

  Dear *******,
  
  Thank you for following up with us on this matter. We extend our sincere apologies for any inconvenience that *** have resulted from the miscommunication.
  
  Please be advised that, as per our policy, refunds for purchases made through third-party retailers are not within our purview. We appreciate your understanding in this matter.
  
  Upon careful review of your case, we are pleased to inform you that our management has authorized the necessary replacement order, which you duly accepted and submitted on March 7th. This action effectively resolves the warranty claim associated with your purchase.
  
  We greatly appreciate your continued patience and understanding throughout this process. Should you have any further inquiries or require additional assistance, please do not hesitate to reach out to us via the support ticket system. Our team is always happy to assist in anyway possible.
  
  Thank you once again for your cooperation.
  
  Best regards,

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a THC-vaporizer in September of 2023 from CityVaporizer.com, an authorized reseller of authentic Puffco branded products. About a week ago that device stopped working properly, and after making multiple attempts to remedy the problem myself, I realized **************** itself must be defective in some way. I filed a warranty claim with Puffco, which my product is still covered under and the company refused to replace the product or reimburse me anyway. I need this device as I'm a medical cannabis patient with PTSD and invested quite a bit of money into this device which ultimately turned out to be a lemon. This is my final attempt at resolution outside of a courtroom.

  Business response

  02/09/2024

  Dear ******,
  
  We hope this message finds you well. Thank you for getting in touch with us regarding your Peak. Your inquiry is of utmost importance to us, and we want to assure you that our dedicated support team is fully committed to addressing and resolving this matter in a timely manner.
  
  Upon careful examination of your open support ticket #******, we are pleased to inform you that your warranty claim is currently in progress. Our team is actively working to understand the details of the issue and is dedicated to ensuring a swift and effective resolution for you.
  
  For any further inquiries or concerns, please do not hesitate to communicate within the existing support ticket.
  
  We sincerely appreciate your continued patience throughout this process, and we remain steadfast in our commitment to resolving this matter.
  
  Best regards,

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought a Puffco Hot Knife from Element Vape that stopped working in less than 1 week. Contacted Element and they told me would not refund me and that my only option was to seek a replacement via a warranty through Puffco.Contacted Puffco on 2/1/24 and they got right back with me on the same day and told me to send a copy of the receipt a video of the device which I did immediately. They replied telling me they couldn't view the video because it was not shareable. I fixed that issue and resent the video.I haven't heard anything since. I reached out again asking why they will not respond and again...no response.

  Business response

  02/08/2024

  Dear ****,
  
  We hope this message finds you well. Thank you for getting in touch with us regarding your Hot Knife. Your inquiry is important to us, and we want to assure you that our dedicated support team is committed to resolving this matter promptly.
  
  Upon review of your open support ticket #****** we are pleased to report your warranty is already being handled by one of our representatives. Rest assured they will continue work closely with you to thoroughly understand the issue and ensure a swift and effective resolution.
  
  Please know our system prioritizes messages based on their arrival, ensuring that we address tickets in the order they are updated from the oldest to the newest which helps us to maintain timely responses. However, when you send multiple messages, each new correspondence will place the ticket to the end of the queue, causing a delay in response time.
  
  Our primary objective is to assist you in resolving issues promptly and efficiently. Therefore, we kindly request that you refrain from sending multiple messages before receiving a response from our team. Thank you for your understanding and cooperation.
  
  For any additional inquiries or concerns, please feel free to communicate within the open support ticket.
  
  We appreciate your ongoing patience during this process, and we are committed to resolving this matter for you as quickly and efficiently as possible.
  
  Best regards,

  Customer response

  02/09/2024

   
  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

  02/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a proxy kit from puffco January 10th of ****, after 6 days on the 16th it showed it had been shipped to the Merchant, after 2 weeks of no updates I contacted them via email to which their reply was it does show there has been no updates in 2 weeks which is not normal and they'd be forwarding this to their shipping merchant for further info, no reply after that. On the 31st they sent an update saying the package had been shipped and will be arriving soon with updates sent to me email.. I've since asked for a refund to which they replied 3 days later that since the package had been shipped they won't refund it. Even though they post a 2 week delivery time on their site.. 4 weeks is the same right? The weirdest part, it's now February.. on the 1st it showed the package had been accepted by the final mile carrier, then on the 5th it showed the package had been received by the final mile carrier, and it was out for delivery.. it is not the 6th and I STILL HAVE NO PRODUCT... almost 1 entire month after spending ******************************* the product once it comes it will be returned. No longer interested in trying this "company". I will never recommend anyone to buy from their website and deal with their service. Thank you, ****.

  Business response

  02/08/2024

  Dear ****,
  
  We hope this message finds you well. Thank you for reaching out to us regarding your recently purchased item. Your inquiry is important to us, and we understand the importance of finding a satisfactory resolution.
  
  To ensure your concerns are addressed promptly and effectively, a manager will be reaching out to you within the support ticket #******. They will work closely with you to understand the details of your situation and explore possible accommodations to achieve a resolution that meets your expectations.
  
  We appreciate your patience and understanding throughout this process. Please accept our sincere apologies for any inconvenience this may have caused. If you have any additional questions or require further assistance, feel free to communicate with us through the support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

*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. ↩