ComplaintsforJUUL Labs, Inc.
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Complaint Details
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Initial Complaint
04/08/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
Ive been buying **** products since 2019. My last two auto ship orders taste different than all the previous orders. They even taste different from each other. They pods are contaminated and **** wont send replacements or reimburse me for the products even after contacting their customer service.Order#: ********** Order#: A139497698 **************** case#:********Initial Complaint
03/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered $169.12 worth of **** pods via auto-shipment through the **** website. The majority of the pods that came in the order leaked both via the cartridge itself and through the mouthpiece (meaning I inhaled a significantly high amount of the nicotine liquid multiple times). I contacted **** customer service and the only recompense they offered was a coupon code to buy one 2-pack of pods worth $12.99. I would like a full refund for the defective merchandise I received.Initial Complaint
03/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
My Replacement order for the defected **** device SN : JW7CP74K With Order Number #W079554694 failed due to unknown delivery reasons and I am demanding a Replacement on the same device ASAP. But the customer care is not properly responding. The device is already returned to JULL base, and my device is marked as 'CLAIMED'. The new replacement device is returned to the company, and the OLD device is defective and registered and marked as 'CLAIMED' what is the point for a warranty..?Initial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have purchased 15, 4 packs of Virginia Tobacco 5% **** pods from 6 different stores. The pods have a chemical/soap taste and cause headaches. No expiration date on the package and no way to know if the pods are good or taste of chemicals. **** is stealing money from customers by selling a defective product. The poor quality control of this company is unbelievable and fraudulent. Batch Numbers:LM23SA14A MA05SA01A LE04SA06A LC31SA05A LF08SA19A LK16SA06A LL07SA20A How is this practice legal? A national company selling a defective product with zero recourse for the consumer.Initial Complaint
02/03/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I purchased 9, 4-packs of ******* Tobacco 5% pods from 4 different stores in 4 different cities. The pods I purchased were oxidized, dark yellow in color, and have a terrible chemical taste not consistent with standard taste of this flavor pod. I've contacted customer service, who informed me they will not give me a refund or replace the defective product. They offer no solution to customers or supplies who purchase a defective product as there isn't an expiration date on the product.Initial Complaint
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have contacted **** three times over the last month regarding poor quality products (leaking pods- liquid leaking into my mouth), they reply at first asking for more details then just stop responding when I ask for a solution. I want replacements for the product I spent money on or reimbursement.Initial Complaint
12/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On 11/10/22 I made an online purchase in the amount of $81.05 for 5 packs of the 3.0% Virginia Tobacco refill (pod) product from JUUL Labs, Inc., order #R223868837. I have been using the same product for over a year without any issue. The refills in this particular order, however, had a terrible taste similar to turpentine. The taste is so overwhelming that I cannot even use the refills. I opened two of the other packages and all have the same overwhelming taste (all packages have the same batch number). I contacted the company via their online chat and the customer service representative told me that the company has no warranty or guarantee on their pods but said they would escalade the issue within the company and offered me a 25% off my next purchase (which I declined to use until the matter was resolved). After a couple weeks of no response from ****, I called and spoke with another customer representative about the status of my **** case #********. The representative told me, basically, the same as the first, **** has no warranty on their pod products. I asked if I could at least return and be reimbursed for the unopened packages, but the representative told me they do not accept returns. I am appalled that the company is not concerned about the quality of their products and will not even reimburse a customer for a product that is not usable. JUUL Labs, Inc. sold a bad quality product under the same label that has no similarity to the product I have been purchasing for over a year. At minimal the company should reimburse or replace the order of the bad product sent.Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Uncanceled auto ship subscriptions. i canceled my auto ship in a chat with ****. they did not cancel, charged my card and would not cancel the order or refund my money. they said they would only refund me if i refused the package. the major problem with that is that **** does NOT ask for a signature even though the box clearly says adult signature required. i will report fraud since i did not request this package and they charged my card and will not refund it.Initial Complaint
11/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Today, 11/4/2022 I contacted **** regarding case: ******** and today case: 05158737.I have spent over $200 on **** 5% virginia tobacco 4 pack pods, and every single one of them had to be thrown away because of flavor and quality and health because they keep spitting out and not smokeable. I have contacted them twice, and they refuse to give me a refund, when they should be offering to compensate the customer based on the quality that they set for themselves. I have tried everything and do not know what else to do. I have since quit cigarettes a year ago and do **** to avoid smoking cigarettes, but I cant spend this much money to just have to throw them away. **** basically said it is my issue and they will not compensate me. I would like this to be escalated so that they start paying attention to their quality standards and health standards honestly. And I think customers who are in my situation should be refunded, for just giving them money for nothing. Thank you.Initial Complaint
10/17/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I am enrolled with the auto-ship program, I am monthly charged the 1st of each month but the **** pods arrive more than weeks late, this is happening since a year when they change the delivery carrier.I already reported this concern via the cha but never had a resolution. Also, an adult signature is required at the delivery and most of the time the package is delivered on the porch without an adult signature, this is illegal and also dangerous as I have kids at home who can open the package.I never had a satisfactory answer from the company.
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Customer Complaints Summary
28 total complaints in the last 3 years.
5 complaints closed in the last 12 months.