ComplaintsforPuffco

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the "3D chamber" from Puffco and received an email on 12/8/21 stating that it was in the mail. Today on 12/20/21 I saw through my Ring camera that there was a delivery attempted but the driver walked away with the package and marked it as delivered. So I have no package no way to contact the delivery Service because there is no information about it. I would like a refund. The driver pocketed my package and puffco is at least responsible if not complicit in that.

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2022/01/03) */ Puffco apologizes for the extensive delays ********** experienced with their recent order. Recent changes to federal shipping regulations have required Puffco to source new carriers however some areas and delivery timeframes have still been affected by these changes. After reviewing ************ support ticket,******* we do see that a Puffco representative was in regular correspondence regarding this issue. They did reach out to ********** letting them know that they received an update to tracking which indicated delivery and ********** replied to confirm they did receive the item. Should ********** have any further questions, they can reach out via the above mentioned support ticket and our team will be happy to assist. Consumer Response /* (2000, 7, 2022/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Even though the item was delayed. It still arrived. After further consideration I feel that Puffco did everything they could to assist me.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered from Puffco on November 30th, 2021 and received an email saying the package was shipped on 12/1/2021. When clicking the link to track the package, it directs me to www.track order online.com . The website has no descriptive information about the package, it's location, or the carrier who is supposed to be delivering it. Since ordering the package, my shipping address has changed but I have not been able to reach Puffco at all to notify them or find out who the carrier is so I can change the address. I have reached out via phone twice and email twice with no response back from Puffco. Yesterday I got a notification on the tracking website saying the package was attempted to be delivered but was not successful. This makes sense being that the address no longer belongs to me. I still have my past coworkers at that address keeping an eye out for the package for me, but it is hard to depend on them instead of me being there myself to make sure it is received.

  Business response

  01/14/2022

  Business Response /* (1000, 5, 2022/01/03) */ Puffco apologize for the extensive delays ********** experienced with their recent order. Upon reviewing order and tracking information, we do see that the carrier attempted to delivery this order however was unsuccessful. As a result a return to sender has been processed and a Puffco representative has informed our shipping department manager of the current order status. We have also moved forward with refunding **********'s order total due to non delivery and this should be reflected in their account in the next 3-5 business days. Should ********** have any other questions, our team will be happy to assist.

• Initial Complaint

  12/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order, the driver tried twice and never came back to redeliver. I have contacted puffco by their support email twice now. We just want our product. Will probably not order from them again. They need a better delivery service and communication.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/03) */ At this time a Puffco representative has been in correspondence via support ticket ****** regarding these order issues. The Puffco representative has confirmed the return of the original order due to unsuccessful delivery and has submitted a reshipment order so that ********** can receive the intended items. As of this date, we do see that reshipment order ****** has shipped and been delivered as of 12/28. Should ********** have any further questions, they can reply to the above mentioned support ticket and our team will be happy to help.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Puffco Indigo Pro on Nov 30th 2021. The advertised shipping time was 3-5 business days for processing and an additional 5-7 business days for shipping. The product was marked as shipped on December 3rd 2021, this appeared in an online portal on the following website "****************************. On December 9th the product was marked as received by the shipper, On Dec 14th 2021 I opened a ticket with Puffco to inquire about what this means and have not heard back from them excluding an automated message saying they would get back to me and if i try to communicate with them further that it would increase my wait time. The lack of customer service and their failure to provide my product in the advertised shipping/processing window is why i am filing this report. They will likely blame the carrier and cite their refund policies and such. They chose to use a carrier that doesn't identify themselves on their webpage, is not trackable via traditional tracking methods such as google tracking, and does not have a support line. Regardless of what they are working around, if they are going to sell products online it is their responsibility to make sure they are able to deliver on their promises.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/03) */ Puffco apologizes for the extensive delays in regards to order processing and shipping. At this time Puffco regularly experiences peak volumes which can result in some orders not being delivered within the estimated timeframe. After reviewing ************* support ticket and order information, it appears that the package was delivered as of December 19th and the carrier has indicated that *** ******* provided signature authorization. Should *********** have any additional questions or concerns, they can reply to support ticket ****** as it is still open and our team will be happy to assist.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased a product from Puffco on December 2, 2021. I paid in full on that day. I received tracking information from Puffco on December 7, 2021 that my product had shipped and would arrive in 5-7 days (Does not specify business days). Then on the 10th of December, 2021, I got a tracking update that my device was "at ***************" and being processed. However, after a week of no updates on shipping, I contacted the shipping company. They notified me that they do not even have my device in their possession. I want a full refund. I will never buy another puffco product and I will make sure to let everyone I know to not use their company either. This is clearly a money grabbing scam.

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/03) */ Puffco apologizes for the extensive delays experienced with *********** order. After changes were made to federal shipping regulations, Puffco was required to source new carriers as a result and some regions have been far more impacted by these changes. We do see that *********** order has since been shipped and marked as delivered as of 12/23. A Puffco representative has replied to *********** support ticket, ****** requesting confirmation of delivery. Should any further issues arise with the order, ********* can reply directly to the above mentioned support ticket and our team will be happy to assist.

• Initial Complaint

  12/17/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Transaction Date: Nov. 24, 2021 (11/24/2021) Order Num: #XXXXXX Support Ticket Nums: #XXXXXX, #XXXXXX, #XXXXXX, #XXXXXX, #XXXXXXc Items purchased: The Peak Pro Indiglow ($449.99) and Resurgence T-Shirt ($39.99 originally, but was advertised as free as a promotion when buying the Indiglow) Total Amount Paid: $540.20 USD Business' Commitment: Apparently I am supposed to have a defect free product and if not, I'm allowed to get warranty service, as well as reasonably timely response so that I /can/ get the warranty service within the service period. There is an assumption that this would include...communication, perhaps a ruling on my warranty claim before it is "solved"/closed. Also, the tshirt was marked as free if I bought the indigo version. Dispute: Instead of receiving the above service, I was still charged for the tshirt and experienced a catastrophic physical defect. I have contacted support 2ish (possibly 3) through their support email/ticketing ******* and 3 times through their warranty claims process. Each time I open a ticket through the support email, it opens a regular support ticket and no one ever responds to it. It remains open. Each time I open a warranty claim, my ticket gets closed as "solved" without any comment to me about anything, me never getting any notification, explanation, etc. The Defect: I am a 37 year old, practically bed ridden woman. I am not strong. The second day I had this (when I started using it), the glass broke apart in my hand. The Situation Now (for reference): I have informed them in these tickets that I was going to be out of state for 2 months starting after a certain date and that I would not be able to ship anything back for inspection or the like after that date till I get back (and cannot transport it home safely).

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2022/01/03) */ After reviewing our systems, we did locate several support tickets and warranty claims submitted by *********** regarding these issues. Puffco asks that customers only submit one, single support ticket for an issue as submitting multiples can cause delayed response times or multiple representatives assisting the same customer at once. Additionally if multiple tickets are found, a Puffco representative will be responsible for consolidating this information under a customers file. We do see that a Puffco representative has responded to *********** via support ticket ****** and they have submitted an order for a replacement glass under warranty. *********** should have received a confirmation email for the order ****** as of this date and the order has since been shipped and delivered. Should *********** have any additional questions or concerns, they can reply to support ticket ****** and our team will be happy to assist.

• Initial Complaint

  12/15/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On November 26th I placed an order for their new product, totaling $671.70. Order number XXXXXX. I live in a supported zip code for the company to sell and ship to. They never sent my order. I can't contact business because their customer support is a robot. They won't cancel orders because of their automated system. Now they have shut down their website for online orders. I haven't received the goods I paid for I would like a full refund.

  Business response

  12/30/2021

  Business Response /* (1000, 5, 2021/12/23) */ Puffco apologizes for the extensive delays and inconveniences that were experienced regarding their recent order. Upon reviewing the information and support ticket ******, we do see that a Puffco representative has since submitted a refund for***********'s order as of 12/22. They should be receiving this in their account shortly. Should*********** have any additional questions or concerns, they can reply to the support ticket mentioned above and our team will be happy to assist further. Consumer Response /* (2000, 7, 2021/12/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Company refunded me for unfulfilled merchandise.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was sold the puffco peak pro without being told it was not returnable. After i took the device home it did not work, i had gotten contact with support and they basically told me to **** off. This is now the second major issue with puffco ive had and I will not be purchasing any new products from them. I am asking the BBB to help me get a return and full refund on this product as it has barely been touched and does not properly work whatsoever. I do not want a replacement I do not want the product at all. The atomizers for the pro do not work properly and neither do the batteries

  Business response

  01/25/2022

  Business Response /* (****, 6, 2021/12/23) */ Per Puffco's warranty policy, we are not able to move forward with a refund for a device in the event that it has been opened and/or used. Additionally we would only be able to provide a refund for a product purchased directly from Puffco.com. We do see that Mr. ******* has submitted a support ticket and a representative has replied with troubleshooting tips to get this issue resolved. Mr. ******* can reply at their earliest convenience and our team will be happy to assist further. Consumer Response /* (3000, 8, 2022/01/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) A new atomizer doesn't fix the fact that maintenance costs $****'s a year for a product that isn't guaranteed to work everytime. For this reason, I do not want the product anymore, it is a money entrapment. I have to spend ****s of dollars every year just to keep the product working and usable, whatever you consider the extent of "working" since only 1 in every 4 atomizers works, mind you they are $40-60 a pop and there's no guarantee. Puffco claims they replace them, but I've contacted in the past about multiple with my og peak and they never once got back to me, I've thrown out over $4-500 in atomizers over the year, was hoping this would be a fix to that but the Puffco peak pro is even worse. I also feel entrapped since the website has been down for weeks and I'm not going to be able to purchase or obtain atomizers for at least a few months. Even if I order them, it won't be here for 3 month and that's if it ever even gets delievered. Puffco has terrible support and an unreliable product, I want nothing but my $425 back that I spent for this product. It is unlisted anywhere on the product that it is unreturnable, and I purchased it through a branded Puffco.com reseller that directly works with puffco on a buisness level regularly, therefore they are a VERIFIED reseller and it would not matter if u bought from the website or the branded seller. Business Response /* (4000, 11, 2022/01/14) */ Puffco's stance on this claim has not changed. Consumer Response /* (4200, 13, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The stance has not changed? That's it? Just stuck with a $425 ornament that's gonna collect dust?

• Initial Complaint

  12/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for a $270 vape device. It never arrived. Puffco says there is nothing they can do until the shipping company responds, but it has now been 40 days since my order, and 20 days since there were any updates on the tracking page. My requests for a refund were denied.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/23) */ Upon reviewing Mr. *****'s support ticket ****** we do see that a Puffco representative was in correspondence regarding the lost package claim. Following an investigation, Puffco has been approved of reshipping the order per the lost package claim findings. Mr. ***** indicated that they would prefer a refund and the Puffco representative has since submitted this request as of 12/15. Should Mr. ***** have any further questions or concerns, they can contact [email protected] and our team will be happy to help.

• Initial Complaint

  12/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a puffco on November 29 and the Puffco still has not shipped and it is now the 10th of december. I have emailed puffco support three different times now and have never received a response.I am asking that they cancel the order and refund my money. I do not want this product ,i want nothing to do with the puffco company .We are in 2021 and they cant even reply to an email after over a week.I honestly dont think ill ever get the Puffco or even a response puffco support . If i do not receive an email back in the few days i have no choice but to file a dispute with my bank as i can not even get any kind of response from puffco.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/23) */ Puffco apologize for the extensive delays experienced both with processing and shipping timeframes for *************s order. Unfortunately due to our automated systems, Puffco is not able to cancel or edit an order after it has been submitted by the customer for purchase. Upon reviewing the tracking information, it does appear that ************** order was delivered as of 12/15/2021 and a Puffco representative did reply to support ticket ****** with this information along with our apologies for any frustrations experienced. Along with this response the Puffco representative did request that if ************ let us know as soon as possible if they did not receive this item as noted. ************ can reach out to ****@puffco.com if they have not received the originally ordered item as of this date and we'll be happy to assist further. Consumer Response /* (3000, 7, 2021/12/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no excuse for the bad service your company provided. The only way to talk to someone in puffcos customer service is to first file a complaint with the bbb. By the time you gave a response it was already too late .The whole automated system is excuse is just a lie . Its 2022 and you expect me to believe theres no way to cancel an order an hour after its been placed . Business Response /* (4000, 9, 2022/01/05) */ Puffco's position on this claim has not changed.

*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. ↩