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Business Profile

Smoking Products

Xhale City

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smoking Products.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 1 complaint 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:07/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Purchased two Torch Diamonds 510 Cartridges. Finished one. When I attempted to use the other cartridge, it did not work. I attempted to return and exchange only and I no longer had the receipt. The store would not exchange but offered to discount the product if I repurchased. REALLY, I paid for and received a defective product and the answer is to sell me another one at a discounted price?

    Business Response

    Date: 07/15/2024

    Good afternoon,

    We apologize as ***** has transitioned into a different role and this has been sent to me for review.  We will replace this for you, however, as you know certain products are nonrefundable due to the nature of the product and or device.  Please send us your address and what you would like us to replace at the same value of purchase.   We will send to your home address.

    We apologize for the delay in responding.

    Regards,

     

     

  • Initial Complaint

    Date:10/26/2023

    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 10/28/23 my daughter and I visited XHale City vape and smoke shop. We ended up purchasing 2 UWell, Crown refillable vapes, 2 vape juices (1 double pack Twist E-liquid, Rainbow No. 1 and 1 100 ml bottle of Jam Monster mixed *****) and 1 Kadobar chargeable disposable strawberry snow cone vape., totally $138.00. Each of the 2 $43.00 Crown vapes presented defects within less than 24 hours. The store I purchased them from will not allow refund nor exchange, although this is NOT posted anywhere, nor were we verbally made aware of this. As of 10/25/25 they cannot provide a copy of receipt to assist with refund or receipt via UWell either. We were offered a discount on next purchase and given a price to replace faulty device parts in-store, adding insult to injury. An additional purchase here is not warranted. We were told by in/store staff that the owner does Not allow refunds, even an exchange at this time would have been accepted, but was not even offered. I at least want my money back, the devices cant be used, so the juices cant either, so this store just gained approximately $120.00 from me for nothing. This is not a very reputable way to do business and shouldnt be tolerated.

  • Initial Complaint

    Date:01/25/2023

    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.
    We're not getting paid for what we work we don't get our paid time and a half and they still haven't given us a paycheck that we were supposed to get this month and it's already almost February I just want to see all my coworkers and me get paid what we're owed

Xhale City is NOT a BBB Accredited Business.

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