ComplaintsforPuffco

• Initial Complaint

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a device in October of 2023, it stopped working in January. I contacted Puffco customer support and set up a return. ******, the customer support rep said it would take 1-3 business days and she would be in touch. They received the device on **** per ***** I have called and emailed multiple times and have received no response.

  Business response

  01/31/2024

  Dear *****,
  
  We hope this message finds you well. Thank you for getting in touch with us regarding your warranty claim. 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 support ticket #****** we are pleased to report your warranty has already been processed by our team and the tracking for your replacement part has been provided with an expected delivery by Monday, February 5th.
  
  For any additional inquiries or concerns, please feel free to communicate within the open support ticket.
  
  We appreciate your patience during this process, and we are committed to providing you with the best support possible.
  
  Best regards,

• Initial Complaint

  01/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Proxy model from Puff Puff Pass in **********, ** on 12/6 for a Christmas gift. I contacted Puffco via customer service email on 12/23 indicating the unit would not respond and the ring on top of the indicator light had fell off. I provided - proof of purchase - video of issue - picture of broken ring Ive also caught braced Puff Puff Pass in **********, ** but they claim no responsibility

  Business response

  01/09/2024

  Dear *****,
  
  ?We hope this message finds you well. Thank you for getting in touch with us regarding your Proxy. 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 wishes,

  Customer response

  01/12/2024

   
  Complaint: 21083350
  
  I am rejecting this response because:

  Within the companys procedure for a return, my was received on 1/5/2024 and still no word from them! The inspection should have been completed by Wed, 1/20/3024.

  Considering I first contacted them on 12/23, this warranty service has been terrible!!!

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

  Business response

  01/26/2024

  Hello *****, 
  
  Thank you for getting in touch with us regarding the shipping of your recent warranty.
  
  After conducting a thorough review of your warranty order status, we are pleased to inform you that the package was successfully delivered on Wednesday, January 24th within the promised shipping timeframe. 
  
  We appreciate your patience and understanding throughout this process. Please accept our sincere apologies for any inconvenience you may have experienced while awaiting the delivery of your brand-new replacement part. If you have any additional questions or require further assistance, 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

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought the puffco 11/29/23 The puffco was submerged in water which was my fault but it is under the warranty time and I am just seeking a replacement I have submitted multiple claims and have not even received a confirmation of my warranty claim

  Business response

  01/09/2024

  Dear *******,
  
  We hope this message finds you well. Thank you for getting in touch with 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 promptly.
  
  Upon review of your open support ticket #****** we are pleased to report your warranty is already being processed by our team. Rest assured they will continue work closely with you to thoroughly understand the issue and ensure a swift and effective resolution.
  
  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 wishes,

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase the puffco peak pro from valley smoke in ****** ********** went to my car opened the product and the product was used there's nothing in the box besides the puffco peak base and the glass attachment when right back into the store immediately got into it with the manager because I asked for an exchange Manager advised me I'm going to have to reach out to puffco to get an exchange That's how he purchased it from puffco words were exchange and I left the store contact puffco and I only get one response a week about this issue I spend close to $500 for a new peak pro and got a used device I heard pufko had great customer service and this is my last resort All I want is my item that I purchased I shouldn't be blamed for something that I didn't do it wouldn't let me upload all the pictures and videos that I have

  Business response

  12/22/2023

  Hello *****,

  
  Thank you for reaching out to us regarding your recent purchase. Your inquiry is important to us, and we understand the importance of finding a satisfactory resolution.
  
  
  Upon reviewing your claim, we noted your report of receiving a used device in brand new packaging which is something weve never seen before.
  
  
  Our team has been attempting to get in contact with the third party retailer the device was purchased from in order to verify the situation however have been unsuccessful in reaching them.
  
  
  Please be assured that a manager has been assigned to your open ticket (#******) and will promptly follow up to explore options and address your unique situation. They are committed to working closely with you, understanding the details, and exploring accommodations to achieve a satisfactory resolution.
  
  
  We appreciate your patience and understanding during this process. Our sincere apologies for any inconvenience this may have caused. If you have additional questions or require further assistance, please communicate with us through the open support ticket.
  
  
  Thank you for your continued cooperation.
  
  
  Best regards,

  Customer response

  12/22/2023

   
  Better Business Bureau:
  And
  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

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Hi, So I ordered nearly 3 weeks ago from this site puffco.com Their faq's State 3-5 days processing time, and then up to 10 days for shipping. ITs been well past that, and I ordered else where which shipped faster than they are doing. They wont give me my money back and the policy they have is very unfair, the order never made it to post office and they are not honoring their FAQ's policy... and therefore ID like to get my money back in its entirity. IF this isnt done, I will be taking this up to Class section Court and I will be asking for support for others in this puffco's business. They price it so high on their products, but cant deliver what they promise.

  Business response

  12/05/2023

  Dear ******,

  We hope this message finds you well. Thank you for getting in touch with us regarding the shipping concern of your recently purchased item. Your inquiry is important to us, and we understand the importance of finding a satisfactory resolution.
  
  We are sorry that we were unable to accommodate your cancellation request due to our automated fulfillment systems. However, after conducting a thorough review of your order status, we are pleased to confirm your order was successfully delivered today, December 5th and arrived to the destination within the 14 business days promised at checkout. We do apologize for the lack of available tracking updates in the interim and appreciate your patience.
  
  If you have any additional questions feel free to contact our support team at ********************************. Our team will be more than happy to assist in any way possible.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order 11/16. On 11/22 my package was attempted at 10:50 am. I was at work. I contacted the delivery company and they said i was on for redelivery on that Friday. I waited all weekend long and no one ever came. Monday my package was attempted again and of course i was at work. I've contacted the merchant several times and no one has given me a response or resolution to this matter.

  Business response

  12/01/2023

  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 the importance of finding a satisfactory resolution.
  
  After conducting a thorough review of your order status, we regret to see the carrier was unable to successfully deliver the package after 3 attempts. 
  
  To ensure your concerns are addressed promptly and effectively, a manager will be reaching out to you within the support ticket #******.
  
  Please accept our sincere apologies for any inconvenience this may have caused. 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

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a puffco plus ($108.95 subtotal before discount code) on 11/4/23 and it does not work at all. They are refusing a return and refund saying it has to be unopened. How would i know it doesnt work if i didnt open it? This is fraudulant, they make it out to be a great device and act like theyre a great company and in reality they only care about getting your money. Ill be filing a dispute with my credit card company as well.

  Business response

  11/29/2023

  Dear *******,
  
  We hope this message finds you well. Thank you for reaching out to us regarding the return of 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,

• Initial Complaint

  08/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 6/11/2023 I placed an order for $437.75 on the PuffCo website. One of the reasons I went through their website directly is because they offered shipping tracking. Shipping took over two weeks and was RARELY updated. This package required a signature and because the tracking was never updated, one day it simply showed up. It was only lucky that I happened to be home to sign when it came. Upon opening my package on 6/26/2023, I discovered by BRAND NEW device does not work. At this point I have a severe lack of trust in PuffCo due to their lack of transparency regarding their shipping, and the unreliability of their high-end devices. I requested to ship the item back for a refund, and they refused. They said I could ship it back to be fixed. After looking further into PuffCo I discovered they have a reputation for taking weeks to months to resolve warranty issues with their products, not including the additional weeks their shipping takes. This is not an acceptable solution. It is unreasonable to expect me to keep shipping this $400+ device back and forth when PuffCo doesnt care to keep reliable tabs on it. They are deceitful in their claims that they provide tracking information. If the tracking isnt updated, theres no point in having it. This advertising to customers is deceitful and misleading at best. I offered to ship the device back to be fixed under warranty, if they were willing to provide actual reliable shipment tracking. They have not responded to my communication since. I also attempted to achieve resolution with the help of the ************************** and despite multiple attempts, PuffCo would not respond to them either. So now Ive paid $437.75 for a broken device and silence from the company responsible

  Business response

  09/05/2023

  Per Puffco's Return Policy, Puffco is not able to offer a return for a refund if a package has been opened and the device has been used or attempted to be used. Upon reviewing ********************** support ticket, we do see that they have requested to return the item for a refund however Puffco is not able to proceed with this request. While Puffco cannot offer a refund, the device is covered under a 1-year warranty for any issues due to manufacturer defect. ****************** can reply to support ticket #****** as it is still open and provide information regarding the issues being experienced. Our team will be happy to assist accordingly.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 21, 2022, I purchased the puffco plus pen. I didn't use it right away. I had a pen that I really liked and when I missed placed it, I opened my dab pen. It worked for a few weeks then stopped working. I was disappointed that it wasn't working just after a few times. I tried looking for a number to contact the company and didn't find one. I was able to email them. I found my receipt and saw that it was still under the 1-year warranty, so I sent them an email which took a while for them to respond. they told me that there was nothing they could do. I told them it was still under warranty and at this time I just wanted them to fix it. They came back with it wasn't under warranty and that they could offer me 10% off. that's like $2.50. I sent more than that on a product that didn't last me more than two weeks. I told them it was ridicules and that I just wanted them to fix it by exchanging my pen. They told me that I had to purchase another chamber first or they couldn't warranty it. They said it clearly states so in the warranty. I read the warranty and it says nothing about a chamber. It talks about an atomizer, which might mean the same thing, but I don't know. It says nothing about a chamber. I just want a new pen.

  Business response

  09/05/2023

  Upon reviewing ********************** support ticket and order history, records show that ****************** purchased this device in November 2022 and Puffco recently received the warranty claim for this part in July 2023. With further investigation, it does appear that ****************** reached out due to issues experienced with the heating element a.k.a. the chamber or atomizer of their device which is not covered under the 1-year warranty included with the device. Please note that all Puffco heating elements are designed to be replaced over time and as a result, these parts only carry a 30-day limited guarantee for any potential manufacturer defects. Puffco did offer a discount code towards 10% off the purchase of a new chamber however at this time, we are limited with further options to resolve this issue. Should ****************** have any issues with a replacement chamber, they can reach out to ********************************** and our team will be happy to assist.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a product from puffco. It's still under warranty and does not work. They ask me to send the videos.I did send. Are you ignoring me for over a month with no response.

  Business response

  08/21/2023

  Per Mr. *********** support ticket which was submitted June 23rd, upon reviewing the described issues a Puffco Customer Support Representative did reply with troubleshooting tips as well as a request for a video of the described error. After receiving this information, the Puffco Customer Support Representative did indicate that the reported errors could be resolved by replacing the chamber however Mr. ********* indicated that this was attempted and the issue persisted. Following this update, the representative followed up requesting video of the device failing with any ******** currently in Mr. *********** possession. Being that this is an international warranty claim we're unable to provide a pre-paid shipping label and do not feel the customer should be held responsible for additional charges. Per Mr. *********** support ticket it does appear that this information could not be sufficiently provided. However, it does appear that the representative assisting Mr. ********* has since bypassed receiving this information and offered a replacement device. The order has been submitted on Mr. *********** behalf and they should have received tracking via email. Should Mr. ********* have any other questions, they can reach out to ********************************** for assistance.

*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. ↩