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Business Profile

Retail Stores

Pax Labs, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 64 total complaints in the last 3 years.
  • 14 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/21/2025

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchase a product from them in November 24, 2024. The products battery is defective and I reached out to them because its under their warranty. They are playing games with emails to avoid replacing their defective product.Ive emailed them last yesterday with the information they are requesting again, and this morning and they responded saying they havent heard from me, it seems as they are making fun of the situation. Its like customer service to them is a joke. I just want them to order the warranty that they claim to have.

  • Initial Complaint

    Date:03/13/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Ordered Pax Plus Vaporizer on February 28th. Tried to use it three times and the battery would die before I could finish even a single session. I contacted the company on March 9th, it took two days to get a reply and then it was ONLY bc I submitted a second ticket, which they told me not to do (they should have replied after the first one!), then they told me I was eligible for replacement under warranty and gave me instructions on how to get said replacement. When I tried to do that, there was no replacement available. I've been trying to be in contact with them again and have received zero response. I didn't even have the device in my possession for a whole week and it never kept a charge despite charging via a computer and following all directions to a T. Customer service is as horrible as the battery life in my device. Why it's so difficult to get a replacement for a device that's been used 3 times and in my possession for less than a week when the issues started AND it has a "TEN YEAR WARRANTY", is absolutely beyond any understanding I have. And it's not as though they have a PHONE NUMBER to call and actually speak to a human, probably bc their devices are terrible and they'd never get off the phone from complaints! I will never recommend this company to anyone. They charge a small fortune for their devices and give a "TEN YEAR WARRANTY" then don't even communicate when the device is only a week old and not working correctly. This is theft. And no wonder they have a D- BBB rating! They don't HONOR their warranty, they do not communicate via email for DAYS, and when they do reply the info they give is false. Everything about this company is sending up red flags now. Yes I have buyer's remorse. But more than that, the fact that the company doesn't communicate and then IF they do they misinform you to convince you that something can be done about it but obviously, that's untrue. See screenshots. I am extremely disappointed.

  • Initial Complaint

    Date:01/31/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Pax Plus vaporizer almost two years ago and its battery has stopped holding a charge to be able to use. The battery will not hold a charge than an hour, at best. I have trpeatedly tried to contact Pax labs via their website to request they honor their TEN YEAR warranty, to which they have not replied, repeatedly. I bought the device **** their website and registered it for warranty purposes. I have done everything I needed to do and can not contact them for warranty services. They are in violation of the agreed upon contract for warranty. My device serial # is **********. Thank you

  • Initial Complaint

    Date:01/22/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This is the statement I sent in regard to the issue. Blue Light Flashing I have tried to troubleshoot device and it seems to be faulty. Device is fully charged and clean, however I am still unable to use it. When pressing the power button, there is a flashing blue light. I have reached out for assistance on January 19th and was left to dry. I have submitted videos that were requested from your support team, and yet still I have received no response. I am trying to get this issue resolved as soon as possible. I will take necessary actions including a report to the BBB if not resolved in a timely matter. I expect this 10 year warranty to be honored. I need either a refund or replacement. Thank you I have reached out more than a few times in order to get this issue resolved.

  • Initial Complaint

    Date:01/18/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I sent in a warranty claim to Pax Labs for a device that i purchased that is no longer working. I was asked to submit a video of the device not working. I sent in video, it was reviewed and determined to be replaced under warranty. I followed their instructions and every time I went to check out i received a message stating I do not have a claim. I have emailed them multiple times and have not heard back.

  • Initial Complaint

    Date:01/15/2025

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Never received items I've order, nor received any order confirmation or tracking information.

  • Initial Complaint

    Date:01/10/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On Dec 14, 2024, I ordered a Pax Mini from Pax.com I had been using a Pax Plus without issue for the past year and wanted to purchase another similar product. These are vaporizers I use for medical marijuana for sleep issues. I received the Pax Mini about a week after ordering. I tried it using the same flower that I use in my Pax Plus with the same grind (medium) and packed well - all according to the instructions from Pax. When I tried the Pax Mini, it produced a very weak vapor compared to my Pax Plus - I tried it with both mouthpieces provided with the same results - weak vapor production. I submitted a support email with Pax and explained my experience with the Mini vs the Plus. Pax support responded asking for proof of purchase - I attached a screen shot of the order to an email. They then asked for a picture of the Pax Mini with the serial number showing since they couldn't locate the serial number I provided - I complied. We then began a series of back and forth emails - each time, Pax support sent instructions on how to use the Pax Mini and even how to clean it. I kept explaining that I was familiar with the process having used their Pax Plus for over a year without any issues - they kept on insisting I was doing something wrong - either using the wrong type of grind or not packing it hard enough. I became frustrated and asked if they could just simply allow me to return the Pax Mini and exchange it for another. Their answer was - NO. I looked at some other reviews of the Pax Mini (which I should have done prior to purchasing mine) and saw similar reviews regarding weak vapor being produced and poor customer service. Here is a link to the Pax Mini ********************************** - scroll down to read the customer reviews. I went back and forth with them for a few more emails - I even requested that someone call me to discuss the situation and left my phone number - they did not contact me by phone. I have uploaded one of the emails Thanks!

  • Initial Complaint

    Date:01/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I bought a vaporizer from Pax Labs and it isn't working properly. I have tried emailing with their customer service representative and they keep telling me that my item is working properly and just keep giving me directions on how to use it. They don't have a phone number easily available. The vaporizer gets too hot to touch and doesn't work properly. I tried asking for a replacement or a refund and I keep getting told instructions on how to use the item and that they think it's clearly working. It's not!

  • Initial Complaint

    Date:12/18/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a Pax Plus for $200.00 from Planet of the Vapes that was shipped out to me on 10/30/2024 sometime within the month of November I realized it wasn't working properly in the beginning of December I went online and looked up tips & tricks POTV suggest doing to reset device nothing would solve so I started a warranty claim I was asking for a refund or replacement I was past the 14 day ***** period you have to return it and receive a refund I was good with receiving a replacement and I would send the defective product back the earliest email I have is dated December 3rd 2024 in which they let me know they received my warranty request we've had 7 email exchanges all they say is how to reset the defective device they wanted me to upload a video to a platform which im not on to show them the problem that I'm describing the last email I received was an even longer version of the tips & tricks I could try to reset the device I responded that this was totally unacceptable to stop replying to my email with the same tips & tricks that I shouldn't have to jump through hoops to get a replacement device that was on December 16th 2024 I haven't received a reply

  • Initial Complaint

    Date:12/06/2024

    Type:Product Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    *** sells their devices with a 10 year warranty. I have enjoyed my PAX 3 for 6 years. But recently it stopped charging. I wrote support about the issue, and I got replies saying a replacement was set up in my account. I was told to log in to complete the replacement. Upon logging in, in a section in my account regarding replacements, It said there were no replacements available. After that e-mail from PAX, I responded to them multiple times letting them know I couldn't initiate the replacement. I got no response. I created a new support ticket, then received replies with the exact same wording as the first ticket letting me know I was receiving automated responses. I have still not received a reply to the second ticket, and didn't make it far enough to be told the replacement was set up like the first time. Very strange stuff, and it feels like I am getting the run around when it comes to their warranty.

    Customer Answer

    Date: 01/02/2025

    I had actually received a reply from the business and they honored their warranty.  Possibly after receiving a notice from the BBB,  because they weren't responding to me at all after first communicating then stopping. Their policy says they will respond the next day.  Then a week later, I finally got a response from what seemed a different/real person, and they honored my warranty by sending a new unit.  

    It did get resolved, but felt weird and sneaky.


    Thanks for your work,
    ***** *******

Pax Labs, Inc. is NOT a BBB Accredited Business.

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