ComplaintsforTop Green US
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Complaint Details
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Initial Complaint
06/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got XVape Fog Pro 11 months ago. A silicone piece that holds the mouthpiece broke 2 weeks ago. I have been calling the company for almost 2 weeks now, however, nobody returned my calls. I also emailed the company and got a reply to just purchase a replacement part. When I mentioned a 1 year warranty that suppose to cover replacement, the company stopped responding to my emails.I have also emailed several times their headquarters in ***** about the warranty but got no reply.Business response
06/24/2024
The plastic item in concern is not a warranty covered part as mentioned in the user manual ********** of our LIMITED WARRANTY PAGE). We did, however, suggest this plastic item could be purchased from our local web site during our email interactions with the user. The nominal cost for this non-warranty part listed on our web site is only $5.00.
Once this BBB notice was presented to us, we tried to communicate with the user the next business day.
We did try to speak with the user to gather more information such as proof of purchase and what may have caused this issue but were only able to communicate via text message and the user stated he would try to reach back out to us within a 10-day period after the free replacement parts is shipped. We do, however, care about the patients ability to enjoy the device and chose to send a one-time non-warranty replacement
Thank You
Team - XVape
Initial Complaint
04/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ive had the xvape vista mini for almost a year with no issues. I have had to order some new parts hear and there for normal wear and tear. Recently broke the main bubbler part of the vape. Bought a replacement. The replacement didnt fit tight and secure so i contacted xvape usa/top green customer service. They recommended new o rings and kept telling me the bubbler should fit and for me to send photos and video. My email would not let me send videos how ever because the files were too large. Ive been dealing with customer service for a week and they keep giving me the run around. Basically telling me i didnt put the device together correctly and that its my fault. There has been no resolution on their end and i even made another purchase to put brand nnew o rings and seals on it like they suggested still to no avail. Their only response is "im sorry, the bubbler should fit tight, send a video" every time. This company has a good product but terrible customer service.Initial Complaint
03/15/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
To whom it may concern: I purchased the Aria Vape from ********* on 3/1/22. Order ******. I purchased this in Glacier Blue. It did notate on the website there was a chance for back order. I was totally fine with this. On 3/7/22, what was delivered to me was Gothic Black. I tried to call the company, and got a voicemail. The voicemail states for the best response, email ********************. I did this at 1:15 PM MST to make them aware I'd received the incorrect color. I told them I'd be interested in a partial refund, due to not wanting to have to hassle them with a return and exchange, and being sent the incorrect color completely. I have yet to hear back from them. I then followed up with another email on 3/11/22, at 9:25 AM MST. This one has also gone unanswered. Their website states a 1-2 business day follow up. I've yet to hear from them via email or phone. On Friday, 3/11, I also filled out their online communication request and explained everything I'd told them in the first two emails. I still have not heard back from them on this matter. I'm not looking for a full refund, due to having received a fully functioning vape. However, it is not the color I wanted, and I do feel I should be given a 15-20% discount for this inconvenience. I've attached photos of the packing slip that confirms I'd ordered Glacier Blue. I've also attached screenshots of the emails exchanged with them, and the confirmation emails. Please assist me with getting through to this company for either a replacement of the correct color and return of what I have, or the partial refund. Thanks, *******Business response
04/21/2022
Business Response /* (1000, 5, 2022/04/08) */ Spoke to customer on 4/8/22 and issue has been resolved immediately with the correct color to be shipped. Customer is very pleased XVapeUSA Consumer Response /* (2000, 9, 2022/04/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) To whom it may concern: XVAPEUSA was very attentive, and I'm loving my new product! Thanks, *******Initial Complaint
02/22/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought a product. Product stopped working. Contacted the company multiple times and ways and no response. I want a refund.Business response
04/12/2022
Business Response /* (1000, 5, 2022/03/25) */ Contact Name and Title: ***** Contact Phone: ************ Contact Email:******************* Dear customer, We are sorry for your experience, cause of covid, we are remotely work. But we all still working. May I know where you get the product, then we can help you fix you issue, pls contact with us by ******************, thanks. Regards, *****
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Customer Complaints Summary
4 total complaints in the last 3 years.
2 complaints closed in the last 12 months.