ComplaintsforJUUL Labs, Inc.
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Complaint Details
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Initial Complaint
08/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The **** pods as of late, over the last few months, maybe longer, are not lasting like they have in the past. Just one 4 pack would last me 3-4 days. Now, a 4 pack only lasts 2 days. The liquid pods now have an enormous amount of air bubbles in them and less liquid. This is a quality control issues in which they refuse to fix.Initial Complaint
08/09/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I received a rebate promotion by mail from JUUL Labs stating that I will get a $10 rebate if I purchase a 4 pack of **** pods. Along with a **** device for $0.99. I purchased both in hopes of redeeming my rebate. However, when I contacted **** to provide them photos of the rebate, they told me that they will get back to me in order to take advantage of the rebate. However, today I received a email saying that the $10 rebate promotion that you received in your mail is currently suspended until further notice. The promotion is still active and expires on 8/31/22, so there should be no reason on why they havent fulfilled their promise. On a further note, they provided me a link for future updates, but the link takes you nowhere. This is absolutely absurd to take advantage of customers and not delivering on a promiseInitial Complaint
06/23/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Was direct target of email promotional marketing campaign from JUUL Labs, Inc. on 04/7/22 (image names PROMO1 and PROMO_terms ). Campaign offers a $10 rebate for spending $35 at a local retailer and uploading proof of purchase to company operated web platform. Purchased eligible items on 04/15/22 (image name proof_purchase), which was within the timeframe of the offer per terms and conditions at the bottom of the offer email. Went in email to follow rebate claim process however was unable to use link. Reached out to **** customer support, starting on 04/15/22 (image name initial_support) and was unable to go through the advertised process in the promotion to claim the rebate. Support first denied promotion existed but after I provided promotion received for proof, it was forwarded to a "specialist" team (image name initial_support). Received follow-up on 04/22/22 asking how I would like to receive the rebate payout (image name: payment_req). Answered question on preferred payment method but never received money or followup on payment status. Several additional emails were sent from customer support over time, with the final one on 05/05/22. The emails were all empty promises that the situation was still being looked into. I have not received the promised promotion money to date and was initially denied of its existence by the support group. This is false advertising and generates a larger quantity of sales on a false promise of receiving a discount. Support is non responsive and denies existence of the promotion initially. They fail to follow-up with a solution however sent periodic empty emails about them pursuing one. They have stopped investigating the case altogether after time. This gives the desired appearance that JUUL Labs, Inc.hopes customers will forget or not purse further to claim money they are owed.Initial Complaint
05/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased two **** devices and both were defective. Support refused to ship replacements and instead wants me to go to store and buy two more, then go through some warranty process BS. They are unhelpful, unwilling to assist, even after verifying all my information and serial numbers on devices.Initial Complaint
04/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased 8 different Juul 4-pack boxes from multiple stores in my area and every single Juul pod is profusely leaking. I tried purchasing two brand new devices to make sure it wasn't a user error. I went on their website to file a complaint, and had to contact them 3 times to get a chat agent willing to handle my "claim". (The first two ended the chat even though i was polite.) Then I was told that I don't live in an "e-commerce" area and that there wasn't anything they could do about it. This company is selling defective devices in my area and don't even care enough to investigate it. I've been using their products for 4 years and I guess it's time to make a change. I guess quality control isn't that important.Initial Complaint
03/28/2022
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
**** chat rep ***** D extracted my info including my social security in order to help, but he never did. I alley back and spoke to another rep ******* who hung up on me. Called again and spoke to ****. I asked **** to transfer the call a supervisor but he refused!Initial Complaint
11/23/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I received an email from **** telling me I could donate my blood for research and get $300. I emailed **** customer support and asked them to remove me from their email list since I blocked the emailer but their emails are still coming through.They refuse to remove me.Initial Complaint
10/23/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Be aware, i'm trying to get a refund on 2 defective products. My receipt did not say "**** Device" as it's a mom and pop vape/smoke shop and sell tons of items.**** support has asked me to go back to the place, ask them to change their POS system to say "**** device" and reprint a receipt showing "**** device" then they will "consider" honoring a refund to me since a replacement can't be delivered to my zipcode.GREAT customer service by **** to their consumers! FYI been dealing with this for almost 2 months now.
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Customer Complaints Summary
28 total complaints in the last 3 years.
5 complaints closed in the last 12 months.