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Complaint Details
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Initial Complaint
09/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Ordered a puff co charger never got it never got an email saying when I'll get it but have the payment in my statements then woke up today and saw on 9/10/2021 they charged me another 20 dollars so now i still never got the charger and they are still charging me? For what!?Business response
02/17/2022
Business Response /* (1000, 5, 2021/10/04) */ After reviewing our systems records, we do show that Ms. ***** submitted an order through our website on August 3, 2021 for a charger. Upon taking a look at the tracking information, it appears that the shipping provider was not able to successfully deliver this item as several attempts are noted. The shipping provider will typically issue a return to sender if a third and final attempt is unsuccessful. Ms. *****'s order history indicates our shipping department manager received the return. Puffco has not received any contact from Ms. ***** via email regarding this order and issue however we do show that a refund for $19.99 was submitted on September 9, 2021 by our shipping department as a result of the return. Ms. ***** should have received this within 2-3 business days of the request being submitted and the funds will be reflected in the original method of payment. Should Ms. ***** have issues in the future when ordering, they can contact *******@puffco.com and our team will be more than happy to help!Initial Complaint
08/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I made a purchase greater than $400 on the Puffco.com website on Dec. 29, 2020. Starting in July I started having problems with my device. I looked on Puffco's website and followed all the troubleshoot techniques listed. However, I still had no luck fixing the issue. I then decided to email Puffco Support on July 20, 2021 explaining my issue. I was then emailed back by ******* on July 22, and she simply states I need to clean my device, and reset it. Which is already mentioned on the troubleshooting guide and I had already tried. She then goes to mention that I might need a new accessory piece for my device, which costs another $60 and provided a 20% off code. I ended up purchasing a new accessory, and same issue occurred. I then email Puffco August 11th and I received an email with shipping label to ship my device to get inspected. They confirmed receiving my device on Aug 17. I have then tried to get an update on the 23rd, 25th and 30th and have yet to receive a response.Business response
02/17/2022
Business Response /* (1000, 5, 2021/10/04) */ Ms. ******** originally reached out to Puffco Support on July 20, 2021 reporting issues with their device. After several correspondences regarding the issues they had experienced, a Puffco Customer Support Manager stepped in to assist with facilitating a return for inspection of Ms. ********'s device. Following the return and inspection, Ms. ********'s device was deemed defective and a replacement was to be issued. Unfortunately due to circumstances beyond our control, the response to Ms. ******** with this information was delayed. The Puffco Support Manager did respond with the inspection results as of August 31st with information for a replacement shipment as well. Shortly thereafter Ms. ******** followed up indicating that the replacement item was not yet delivered and after investigating the tracking information with the shipping department, the Puffco Customer Support Manager reached out to let Ms. ******** know that a reshipment had been approved. The reshipment for Ms. ********'s replacement was submitted on September 7, 2021 and they replied on September 13th letting our team know they received their new base unit and all issues have been resolved. Should Ms. ******** have any additional questions they can reach out to *******@puffco.com and our team would be happy to assist!Initial Complaint
08/31/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 24, 2021 I purchased a puffco pro vaporizer from Puffco.com. I had hoped using the manufacturer website vs a distributor I would receive better service. It came and within 4 weeks starting to fail to work. After trying very hard to get assistance they sent me a replacement part which worked for about 20 minutes then the same error was occurring. Without receiving good replies I medically require a device like this so on Aug 9, 2021 I purchased my second unit so I had something working while I waited for them and felt it was a solid investment to have a spare for my other home. It came promptly and seemed to work as intended and When i tried to try the new "atomizer" they sent for unit one to see if it was a bad replacement and immediately my new unit had the same fault of the first unit. Fast forward to aug 31 today they have both units have done nothing to expedite my replacements. If they're or you're not willing to help me I will have to file dispute w/ my card companyBusiness response
02/17/2022
Consumer Response /* (2000, 6, 2021/09/20) */ As of 21-Sep-2021 Puffco has sent me a replacement for my original faulty unit and a new atomizer for the second unit that was faulty. It is my belief that they did so because I was in contact as a formal complaint. Logistically I have two working devices complete with new atomizers. It is my belief that of the three atomizers I had with the first two units that they somehow damaged the connection between the electronics. I would consider this issue to be resolved to the best of the businesses abilities but moving forward it would benefit the company to have a streamline process to contact for warranty service and not have to wait 27 days and buy another $400 unit. Report only as the business has given me what I paid for.Initial Complaint
08/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a device from this company on June 11th which did not work. I sent this device back to them and they deemed it defective and sent me another base for the device. When I received the replacement I immediately ran into another issue where there was a connection issue with another part of the device which they did not replace from the initial defected device, which I believe is quite redundant. They sent me a new chamber which I was hoping would fix the issue, sadly it did not. I then had to contact them yet again to replace the second base because it obviously had some defects as well. I payed about 440$ for this device and for me to have it for almost 3 months and have not been able to use it yet is ridiculous. I sent the device back about 3 weeks ago now, tracking says they received it on August 7th and I have yet to hear anything from them. I have also sent 2 more emails since then and have received no answer. This company is shameful and I want this issue to be resolved.Business response
02/17/2022
Business Response /* (1000, 5, 2021/09/15) */ ********* contacted Puffco Support to alert our team of ongoing issues they had experienced after recently receiving a replacement for a previous support ticket. The support representative provided ********* with a pre-paid shipping label for their device to be returned under warranty for further inspection. After reviewing the pre-paid shipping label tracking information, it does appear that this device was delivered to our facility however due to an oversight was not immediately provided to our team for testing. The Puffco representative did alert a supervisor and was approved of issuing a new device due to the inconvenience. *********'s replacement device was shipped and USPS tracking indicates that it was delivered on September 10th. Should ********* have any additional questions or concerns, they can contact *******@puffco.com and our team will be happy to assist.
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Customer Complaints Summary
186 total complaints in the last 3 years.
27 complaints closed in the last 12 months.