ComplaintsforPuffco

• Initial Complaint

  12/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  11-8-21 , is when i ordered from the official Puffco.com website , my order was over $350 . I was told it would only take 10-15 days to get to my house , it has almost been an entire month . Not only is it taking extremely long , they will not tell me who my carrier is . They didn't give me a tracking number instead a " tracking link " which gives little to no useful information . I have sent countless emails asking who has my order , when is it coming to my house , and where it is located . 11-24-21 they tried delivering to my house but i wasn't home , ( i was at work ) a signature is required . They haven't been back to my house since 11-24 to try & deliver my order . I've checked the local post office and it's not there . I've called ****************** & no one knows where my order is . Puffco has the worst customer service i've EVER experienced . They claim to have " free shipping " but i don't see the point in free shipping if it's going to take 1/12 of a year to get to my house . Puffco has had my $350 for almost an entire month & they have no idea who has my order or where it is . I cannot get reimbursed my money until my order is in my possession either . My patience is running extremely thin , they have wasted way too much of my time & energy . This "company" is a disgrace & should be ashamed . All i want is the order i spent $350 on or my **** money back already . If i knew it would be this much of a headache , there's no chance i would've wasted my money & time on this business . A total shame . I've called the puffco.com phone number also , and it went straight to voicemail . This was 1 week ago & i haven't heard anything since . I want my order to be free of charge , i want my money back and the product i ordered also .

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/12/16) */ Puffco apologizes for the extensive delays ************ order has experienced. Per recent inventory delays and changes being made to Federal Shipping Regulations, Puffco has experienced delays in order processing and shipping procedures and timeframes. We sincerely apologize for the inconvenience and frustrations that this experience may have caused, and our team is currently working on resolving these issues for customers. After taking a look at support ticket ******, we do see that ********** has been in contact with a Puffco Support representative regarding this issue and the order information has been forwarded to our Customer Support Shipping Liaison so that a lost package investigation can be opened. Additionally, the Puffco Support Representative has responded to **. ****** and let them know an e-gift card for $50.00 will be provided towards their next purchase along with a reshipment of the original order. ********** can reply to support ticket ****** if they have any additional questions.

• Initial Complaint

  12/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 11/2 , my package has been sitting at a Columbus hub since 11/17 . I want contact with whoever has my package . Total of 30 days since I ordered. This is totally unacceptable I'm a patient person but this has gotten out of hand.

  Business response

  02/16/2022

  Business Response /* (1000, 5, 2021/12/13) */ Per recent inventory delays and changes being made to Federal Shipping Regulations, Puffco has experienced delays in order processing and shipping procedures and timeframes. We sincerely apologize for the inconvenience and frustrations that this experience may have caused, and our team is currently working on resolving these issues for customers. After reviewing Mr. ***'s correspondence with Puffco Support, I do see that a representative had been in contact since November 11th regarding this issue. The representative forwarded the order information to our shipping department in the event that the order would require a reshipment and also provided Mr. *** with a giftcard for the inconveniences that may have been caused. However, I do see that the representative has since followed up on order tracking and it was delivered on Thursday, December 9 and signed for by "******* ***". Mr. *** has confirmed delivery of this item in the following correspondence. Should Mr. *** have any additional questions or concerns, they can contact *******@puffco.com for assistance. Our team is always happy to help! Consumer Response /* (2000, 7, 2021/12/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Delivered December 9th , thank you for the gift card.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order on November 18 2021, I received a confirmation email stating to allow up to 5 business days for tracking information - I have received nothing it is now Nov 30'th - I sent a customer support email on the 26th to also no reply. My credit card is charged 410$ and they've dissapeared after reviewing there social media almost every comment is having my issue so therefore I just want this cancelled.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2021/12/13) */ Upon taking a look at Ms. ******'s order information and Puffco Support ticket, we do see that the tracking information for their order has updated indicating it is in the possession of the final mile carrier for delivery. Additionally, Ms. ******'s support ticket did receive a reply from a Puffco Support Representative on November 30th and the representative has recently reached out to let Ms. ****** know of the tracking updates. Should Ms. ****** not receive their order as intended, they can reply to support ticket XXXXXX and the representative will be happy to assist further.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order for $578 on November 17th. Tried to contact support. Nothing. No updates. No tracking number. Absolutely horrible.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/13) */ Puffco apologizes for the delays that were experienced with Mr. ********'s order and subsequent support ticket as we are currently experiencing a higher volume than normal. Upon checking the tracking information for Mr. ********'s order we do see that the package has been delivered as of December 6th and support ticket XXXXXX has received a response as of December 13rd. Should Mr. ******** have any additional questions or concerns, they can reply directly to the support ticket as it has not yet been closed. We'd be happy to help!

• Initial Complaint

  11/24/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order that needed to be immediately cancelled, but since there isn't an option to do so, I attempted to contact customer service immediately. I emailed them right after the order was placed, tried to call multiple times, and received a response in less than an hour later saying that the order couldn't be cancelled, when it was literally placed minutes ago. I also asked a friend of mine who has ordered from them and was told that they cancelled her order, and also looked online for references regarding this issue and saw that customer service has the ability to cancel the order, so I'm curious as to why mine can't be cancelled especially if it was requested minutes after the order? I've also contacted them multiple times asking why they won't be able to cancel my order and still no response at all, it's been two days now.

  Business response

  01/12/2022

  Business Response /* (1000, 5, 2021/12/13) */ Upon submitting an order through Puffco.com, the customer will be prompted to select a shipping method before checking out. When selecting the shipping method a note is shown alerting the customer that once an order is submitted, it cannot be canceled or edited. Mr. ***** reached out to Puffco Support with a cancellation request however due to our automated fulfillment systems the representative was not able to assist, they did inform Mr. ***** of return options in order to receive a refund. Tracking information has updated and indicates the package is now in the possession of the final mile carrier for delivery. Should Mr. ***** refuse the delivery, they can reply to support ticket XXXXXX to let the representative know a return for a refund has been requested.

• Initial Complaint

  11/23/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Bought a puffco peak on 10/28/21. I sent multiple emails asking where this package was and got no answers whatsoever from customer support. The fact that they dont even have phone support is already a joke. Then, they have automated messages when you do actually email them which is absolutely pathetic because there are only 2 people in customer service I have seen. **** and ****. These 2 incompetent individuals need to be fired asap. Moving on... I contacted the carrier that Puffco uses which is named "LSO shipping" - this company is even worse than Puffco amazingly. So I contact LSO and tell them to return the package to Puffco and to no avail they end up delivering the package anyways. Here's the problem, the****** driver who dropped off the package wasn't supposed to release the package without an adult signature (someone over 21 according to Puffco's policy) and yet my package says it was delivered and is not there. The simple fact that Puffco does not have phone support is already ridiculous and their email support is non existant as well except for an automated message. I want a full refund on my order and never want to order anything else from you ****** again.

  Business response

  12/10/2021

  Business Response /* (1000, 5, 2021/12/06) */ Upon reviewing Mr. ***'s correspondence and order history, our team has moved forward with issuing a refund and Mr. *** will be receiving an email correspondence. The refund should be reflected in their account within 3-5 business days, depending on the financial institution. We truly apologize for the inconvenience and aggravations that this experience may have caused. As changes have been made to federal shipping regulations and service channels have been impacted by delays, our order processing and shipping timeframes have been affected. Puffco is working on solutions for these issues for our customers moving forward. Consumer Response /* (2000, 7, 2021/12/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) I got the resolution I needed but they need to understand that the delays were the least of my worries. Their lack of customer support was my main issue with them. No communication, no phone support, bad company policies.

• Initial Complaint

  11/22/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I still haven't received my order. I have left three voicemails and four emails to customer support and still have yet to hear anything. About a week ago my package was less than three hours from me and since then I haven't had any updates to shipping and can't get a hold of the company. Additionally, they don't have a real tracking number and won't disclose the carrier that they're using for me to look for. I've waited the full estimated shipping times and then some. Just looking for resolution.

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/12/06) */ Per recent inventory delays and changes being made to Federal Shipping Regulations, Puffco has experienced delays in order processing and shipping procedures and timeframes. We sincerely apologize for the inconvenience and frustrations that this experience may have caused, and our team is currently working on resolving these issues for customers. After reviewing Mr. ******'s order information, it does appear that the package has since shipped and been delivered as of November 23rd. Tracking information indicates that Mr. ****** has signed for the package at the time of delivery and we have not received any further updates or correspondence. Should Mr. ****** have any additional questions or concerns, they can contact *******@puffco.com and we'll be happy to assist.

• Initial Complaint

  11/21/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Greetings, I ordered my product on Oct 27th, and was told I would have to wait 5-7 business days before it arrived. Its now 17 business days later and I have no IDEA where my package is... I checked the shipping partners website and it says that my package was out for delivery on Nov, 16th at 1:50 am... What kind of business at these hours. Then it says that on Tuesday morning around 5:00 am the delivery was attempted by the company. I have tried reaching out to both puffco and their partners via phone and email only to be blown off and the shipping company has no way to contact them. When I did some research I found that the contact us link was broken for the shipping company. At this point, I believe Puffco is scamming all its returning customers. I would like my product to arrive during normal hours so I can sign for it. Also, I would like to note that my roommate works from home and was definitely home when this delivery was "Attempted originally"

  Business response

  02/17/2022

  Business Response /* (1000, 5, 2021/12/06) */ After reviewing Mr. ******'s correspondence with Puffco Support and order history, the tracking link does indicate that the item has been delivered and signature was received on December 2nd. Per recent inventory delays and changes being made to Federal Shipping Regulations, Puffco has experienced delays in order processing and shipping procedures and timeframes. We sincerely apologize for the inconvenience and frustrations that this experience may have caused, and our team is currently working on resolving these issues for customers. We have not received further correspondence from Mr. ****** however should they have any additional questions or concerns, they can contact *******@puffco.com. Our team will be happy to assist.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order for a replacement chamber at the beginning of September and still haven't received my order. Not only that the customer service which is only via e-mail as there is no direct contact or rep and the usual follow up is an average of 3 business days to respond sometimes longer. Now after attempting to obtain a refund for an order they cannot even provide an update on the status after 2 months and will not assist with the refund until we receive a response from the delivery provider but they do not speak with customers. All in all this is not my first terrible experience with Puffco. Such a shame as they have great products but there customer service and delivery system is the worst I have ever experienced.

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/11/22) */ Puffco apologizes for the ongoing frustrations that this recent order issue has caused to Mr. *********. Per our shipping policies, if a customer reports a lost package we are required to open a claim with the carrier so the issue can be investigated further. While most investigations are typically resolved within 7 business days of being opened, we have received a response indicating this specific claim may require additional time to thoroughly be reviewed. After reviewing the initial order date, Puffco has informed the carrier that we will be issuing a refund for the order to the customer at this time as a result of a delayed investigation. Mr. ********* should have received an email response indicating a refund would be submitted on their behalf and they can expect this to be reflected in their account within 3-5 business days. Should Mr. ********* have any additional questions, they can contact *******@puffco.com and our team will be happy to assist.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  by far the WORST customer service I've ever experienced. Customer support told me to purchase a new atomizer bc my puffco was malfunctioning. Ordered a new one on October 7th and it still didn't work. Sent my base in for inspection last week (November 1st) and they said it worked fine and will send another atomizer with it (November 3rd). I asked for an upgrade to the new atomizer and it was declined although it would be bare minimum customer service to accommodate an upgrade for the inconvenience of sending me a faulty atomizer in the first place. It's been A WEEK since my base was inspected and my base still hasn't been sent back. What is going on???? I've read many complaints about them not shipping back products to people after inspection and when I complain via email I get no response. This is a $500 device and they are handling issues terribly. It's interesting when you PURCHASE a product they ship out quickly but when I send something in for inspection I get no response or feedback

  Business response

  12/03/2021

  Business Response /* (1000, 5, 2021/11/22) */ We're truly sorry for any inconvenience or frustration that Mr. ******'s recent customer support experience may have caused, please know that this is not Puffco's intention. While Puffco will do everything possible to ensure a customers issue is addressed appropriately, per manufacturer policy we are not able to issue any upgrades for parts that are reported or deemed defective. Puffco will provide a brand new, unused replacement part for any qualifying products, so long as they are reported within the expressed timeframes on our Warranty Policy page - https://www.puffco.com/pages/warranty-policy After reviewing Mr. ******'s support ticket, 318614, we do see that the Customer Support Manager has replied with tracking for Mr. ******'s return package. Additionally a replacement heating element has been included along with a $25 E-Gift card which can be used towards Mr. ******'s next purchase directly from our website for the expressed inconveniences. USPS tracking indicates Mr. ******'s device has arrived as of 11/13 and should any further issues require assistance, Mr. ****** can contact [email protected] and our team will be happy to help.

*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. ↩