ComplaintsforJUUL Labs, Inc.
Vaporizers
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Complaint Details
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Initial Complaint
07/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have purchased 9 devices in the last year, All begin to lose power and not fire properly within the first month. I have been using Jewel since 2018, My first jewel device lasted two years Without having any issues. The second one Ive purchased lasted also nearly 2 years before having issues. The **** devices I have purchased in the last two years Have issues within a month,, Especially those purchased in the last year will last about three weeks before misfiring, Randomly firing, Or Unable to hold a charge for more than two hours. The pods will leak into the device, regardless of the position it kept. Standing upright, it will leak into the battery from the bottom bottom, If laying flat, it will leak from the edge between the mouthpiece and the chamber. **** is either Purposely making their batteries at a lower quality and not sealing it properly, so the liquid gets into the electric components and kills the device quicker than before, Or the pods are made to leak more than before. This has been happening since the lawsuits and the bans Starting two years ago, Likely because with the bands, they are selling less devices And purposely making them to break much faster so theyre able to sell more By having the devices break quicker and having the liquid leak quicker Causing the customer to buy more than they would have to If the quality were the same as before.Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a **** device at my local 7 11 store. It did not work. I went to return it, or replace it. They told me to do so through **** direct. I contacted **** through an online chat. Requested I make an account. Had to load my nj dl and submitted a photo. The website wod not verified my age. Continued with cjat.and I was told customer.serv would reach out in a few hours. It is now over 12 hours. No response.Initial Complaint
05/06/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On April 10th I made my first ever **** order of 2 packs of pods and a device with the 40% off first order discount. I decided I wanted to change my order so I cancelled it within the allotted time period of 45 minutes. When I reordered, I purchases 3 packs of pods for $85.81 but was not granted the 40% off since I had technically canceled my first order and this would be my second order. I was in communication with a chat agent who promised me that they would personally make sure I got my 40% refunded to me once the charge finalized. This never happened, so I would like a full refund as compensation for the hours of time I spent on chat and was unable to resolve my issue through the terrible customer service.Initial Complaint
04/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Ticket ******** I reached out to **** because I purchased **** pods recently and there is some leaking going on. I even mentioned from the beginning that Im not sure if the issue is with the **** itself or the pods.Ilom let me know that he cannot help me with the pods, and instead offered a 10% coupon, which I cannot even use in ******. So, I asked him to replace my **** device instead. He told me to do it through the website, however his instructions simply do not work. I am unable to do it on the website.ALL I am looking for is some help with my warranty, which I am legally entitled to. I asked **** if he can help me replace my **** pods and he refused. I asked him to help replace my **** device, and he refused this as well. I have been a **** customer for years. Is this a way to treat me? What did I do wrong? I answered ALL the questions he asked me, and all I get is a 10% coupon I cant even use?I NEVER asked for this coupon, I just want to use the warranty for my defective **** device or **** pods. Please help me with this. I have been waiting over a month for someone to help me, and I can assure you I will not let anyone violate my rights.Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased some defective pods in November. I dealt with the account manager until 3/16/24. He did not provide a resolution so on 3/16 i contacted customer support. At that time i was told i would have a resolution in 1 to 3 business days. Finally got a response that they would send me a gift card for *****. I dont want their money. I want the product that was defective replaced. I have spent hours on the phone with them since 3/16 and can not speak with a resolution manager. Last night they told me someone would call me back within 2 hours. They did not. I called back today and was told i would have to make an appointment. The appointment was at 545 for them to call me back. They did not so i called them. I habe been on the phone for an hour, currently still on hold and the only resolution they can provide is that someone will contact me on 1 to 3 business days. I have been told that so many times. I no longer belong that. I cant believe they run a business without managers. They will not provide me with an address because of security. 4 packs are ***** plus taxInitial Complaint
09/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
They are not working or they leak that's not right.....Initial Complaint
07/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have had device issues for over a year, I was at a smoke shop discussing that the **** devices I recently purchased didn't work right out of the box, so we tested the one I was buying, didn't work, we tried 4 more, none of them worked.It's apparent that **** has quality issues they are not interested in fixing. If you want you complaint to be really heard, complain the the **** they'll put them out of business, not because they sell a nicotine device, because they sell one they know doesn't work.Initial Complaint
07/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On June 21st I ordered a sleeve and a half of **** pods ( **** packs totaling 209.00.Its been 31 days and they still haven't arrived, I've been in touch with customer service and like other months ( only not as long ) they ask the same questions over and over to buy more time for the order to arrive.My last request was for a total refund since the order has clearly been lost and they stopped responding. I cancelled my monthly auto ship since they would have charged me again for July when June's order still hasn't arrived. I just want my money back.Initial Complaint
07/07/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a 4-pack of ******** Tobacco 3% **** pods on 07/01/2023. I used a new pod and it began leaking, tried a second one and it also began leaking. Nicotine juice all over my lips and skin. The other two pods were fine. I contacted **** support who said they cannot offer any resolution because I live in the ****************** and they do not ship there. I bought the products in *********. The customer service rep offered zero resolution and thanked me for my feedback. I kept pushing but they would not help at all. I am therefore out of pocket for a faulty product that the company will not stand by. If you ************, you should be able to help customers who purchase items from you here. Terrible experience and I have lost money. I have also read that leaky pods are a fairly common occurrence, they even have a section on their website saying to reach out if you experience this. Unacceptable that they cannot stand by their defective products.Initial Complaint
06/22/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
As per my initial email with the company:I have a total of 5 packs of the 5% Virginia 4-packs of pods. They are causing chest discomfort, phlegm and extreme coughing. They also have a pungent taste to them. They all have the exact same batch number on the bottom. Over $100 worth of useless product. Ive been using the same thing for years now and know how they taste and how I feel when using them - I never experience coughing. There is something toxic in them. When I contacted the company, they enthusiastically emailed me back wanting all the details of what was going on, offered to send a mailer to send them into them for testing. Great! Something is going to be done. I never got a mailer. I emailed back and asked about that and a refund, replacement, something. They completely refused any type of service and said they couldnt do a coupon for my area. Give me my money back! Upon looking at the lack of response and the * rating on the BBB, Im assuming that they dont care, but filing the complaint in hopes someone will do something.
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Customer Complaints Summary
28 total complaints in the last 3 years.
5 complaints closed in the last 12 months.