ComplaintsforVAPING.COM

• Initial Complaint

  03/01/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered products on February 7th 2023 spending $92.90 and was provided with tracking hyperlink of 5S-D0QBWIS. This not being a link to the usual **** or *** or ***** I sent an email to get more information about the delivery process. My last email with their support was on 2/20/2023 where they stated they would refund if they deem the package lost but there has been no refund and no further response.

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan 7 2023 I purchased products online from the company with an estimated 2-5 day shipping. After waiting the FULL 15 days after the expected arrival date I emailed the company as they suggested. The package at the time had a status of non-shipped. The company only responded once, on January 20, 2022. with the message, ***** would look into the matter. I then at that time asked to cancel the purchase since it has never shipped from the company. As of January 27, 2022, I have received no further communications from the company. I have not received the order or any form of refund for the products nor have I received the package, that needs to be signed for.I would like action taken with the appropriate resolve the issue. I would also like this to be a document of how unresponsive this corporation is and to this point allowed to scam consumers out of money. How many others purchase products and never ever get what they exchanged their money for?

  Business response

  02/08/2023

  Hi *****, 

  
  Unfortunately, the carrier Capital Express (CAPEX), confirmed that your package was lost in transit while being shipped to your location. Please accept my sincere apologies for this. We have launched an investigation with the carrier to determine what went wrong. As per the email sent from my colleague on 2/2, a full refund has been issued back to your original payment method. 
  
  Further to your feedback, I have also reviewed the correspondence between you and our Customer Support team. We received your initial request for an update on the status of your delivery on 01/14. To clarify, our Support team sent 3 emails updating you on the status of the investigation. Many thanks, 

• Initial Complaint

  01/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought a vaping device and a pair of liquid for them from the site vaping.com, upon getting the device and trying it out for the first time I realized it was leaking the contents and secondly it was burning my lips. I tried getting some online help but this site is not responsive to messages so i attempted to get an online perspective on forums related to vaporizers/smoking devices. Many negative things are out about faulty devices such as the one sold to me by vaping.com; from burning skin, causing intoxication for leaking contents to other things **** a skin rash, irritation, etc.I contacted the company via emal using their messaging system back in early December just to be notified almost a week later that an investigation will be open and I will be contacted in a few days.Today is January 1.st and I was never contacted by the company. Not to get an apology, not to get offer an exchange of item, not to get offer to return the item and get a refund. Nothing whatsoever. I wonder how many hundreds if not thousands of defective items is this company putting out there and not just in the American market and how many peoples healthy is being affected on a daily based.Something needs to be done about this company profiting without any repercussions in return for their poor costumer care, their lack of responsibility on fixing dangerous issues related to their faulty devices and their lack of transparency on their site.Their site doesnt show who they are, where they are located, not a return policy or phone number.The only way to contact them is via a messaging system they have built within their website and is slow and they are not very. responsible if at all.

• Initial Complaint

  12/23/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My order that I placed on Dec. 2nd still shows waiting to ship..I have contacted customer service multiple times only to get they are looking into why and then never hear anything back from them so I would either like a refund or my items shipped immediatly..never had issues until the last few times I ordered, but this is ridiculous

• Initial Complaint

  10/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Vaping.com uses GLS as the shipper. They do not require or check that adults are receiving their products. We received a product and minors live at the address. They left it in the mailbox and did not get a signature let alone check ID.

• Initial Complaint

  09/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an item from this online retailer and paid in full with taxes included. I paid with an Interac direct transfer. Its been more then two weeks and Ive heard nothing from Vaped.com or Vaped.ca. *** tried contacting them with multiple emails to no avail!I asked for a full refund. No response! Further investigation shows this business has a history of deceiving their customers and not honouring their online sales.My contact order with them is order# CA25896 I paid $289.49, $32.50 of that Federal sales tax (GST).I want either the product I ordered either shipped immediately or a full refund issued immediately please. I also want an apology for s******* around with me. If neither solution is met, I will be filing a claim in the ******* Courts!Thank you **Attached payment and receipt.**INTERACHi *******************************,The $282.49 (CAD) you sent to Sculthorp SEO **** has been successfully deposited.Details of the Transfer:Message: please make packaging descrete. thanksReference Number: CAkQKFKF Please do not reply to this email. FAQs | This is a secure transaction lock 2000 - 2022 *************All rights reserved. Terms of Use Trade-marks of ************* -Vaped ****** ORDER CA25896 Thank you for your purchase!Hi *****, we're getting your order ready to be shipped. We will notify you when it has been sent. View your order or Visit our store Order summary Pax 3 Vaporizer 1 Complete Kit / Onyx $249.99 Subtotal $249.99 Shipping $0.00 Taxes $32.50 Total $282.49 CAD Customer information Shipping address ***************************** ************************************************************* Billing address ***************************** ************************************************************* Shipping method Free Shipping (**** Bus. Days)Payment method Interac e-transfer $282.49 If you have any questions, reply to this email or contact us at ***************

  Business response

  09/15/2022

  This complaint does not relate to vaping.com (a US corporation) that only ships to ** addresses and only accepts US$ via credit or debit card.  The customer refers to Vaped.com / Vaped.ca - neither of these websites belong to Vaping.com (www.vaping.com).

  Best regards,

  Vaping.com

  Customer response

  09/15/2022

   
  Complaint: 18024599
  
  I am rejecting this response because:The BBB has contacted the wrong business. The business I am complaining About is Vaped.com and its ******** subsidiary Vaped.ca, NOT Vaping.com, a competitor. The legal corporation that owns Vaped.com and Vaped.ca is owned by an ******** corp in ******* **. I gave you all the details in my initial application. Please redo your contact with the correct company. Thanks 
  
  Sincerely,
  
  *****************************

  Business response

  09/30/2022

  ATTENTION BBB ******* ***** ************************************** see the customer's rejection.  You have forwarded this complaint to VAPING.COM (owned by VDC USA **** a company incorporated in ********). The complainant has clearly stated that he/she has an issue with VAPED.CA, a ******** company owned by a corporation in *******, **.

  Please confirm to both Vaping.com AND ***************************** that you have re-directed this complaint to the CORRECT entity.

  Thank you,

  Vaping.com

• Initial Complaint

  04/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Used to be amazing. Never EVER order from these people. Took weeks to get my package to the carrier then the carrier they're using for shipping is quite literally the worst customer experience Ive ever had with a company. Unprofessional, lies, unfulfilled promises, never called me back, laughs at your troubles, and vaping.com wont do SH** to fix it. I will be charging back my credit cards for this BS. Ive been given 3 different delivery dates from Vaping.com and 3 different delivery dates from the carrier. I want at LEAST a 50% refund for my inconvenience and because of my experience with THEIR CHOICE OF CARRIER WHO INSULTS ME BY LAUGHING AT MY PROBLEMS.

  Business response

  05/09/2022

  We have had lengthy correspondence (attached) with this customer.  The advertised transit times on the check out page are **** business days and, to further protect our customers, we offer ***************************** at no cost to them.  The customer's shipment left our warehouse the same day he ordered - his shipment would have been eligible for reshipment or refund and this has been clearly and politely communicated to him, but he has filed a chargeback.

  At no point has anyone on are team laughed at him or told him lies.  He has left the same review on Trustpilot and as you will see from the full and complete correspondence, he has rebuffed all our attempts to resolve this for him and our team have communicated in an extremely professional, courteous and empathetic manner throughout.

  Please let me know if I can provide any further information.

  With thanks

  Customer response

  05/09/2022

   
  Complaint: 17127339
  
  I am rejecting this response because: I never said VAPING.COM lied to me and laughed at me. I said the CARRIER yall use did. Being as your company is the one that chose to partner with that regional carrier I wholeheartedly believe there actions directly reflect your business. If I could find the carriers BBB page Id have a complaint on them as well. I already got a temporary credit for my chargeback, all I expect at this point is for yall to cooperate with the investigation and let me keep my money since I STILL HAVE NOT RECEIVED THE PACKAGE AND THEY STILL HAVENT EVEN ATTEMPTED DELIVERY. That regional carrier needs to be shut down. They were quite LITERALLY the WORST customer service Ive EVER dealt with in my life. THEY laughed at me, THEY lied to me, THEY spoke very unprofessionally and just so happens every time I called and asked for a supervisor or manager (no matter what time I called) they either werent available or were on lunch. I will actively campaign against this company until my chargeback is settled. Own up to your carriers mistakes. And why do yall keep bringing up the ***** day shipping time if you JUST said my order was shipped the same day. That ***** days has no bearing on this situation. Dont hide behind the website banner when yall supposedly shipped same day and a month and a half later I still have no package and then you get mad when I charged back. Im not waiting no ***** days for a refund through yall OR route. I am in the right here and yall are in the wrong here. Own up to it. 
  
  Sincerely,
  
  ***************************

  Business response

  05/11/2022

  The customer placed the order at ****** EST on April 12th.  

  The order was processed & shipping label generated at 2:41pm EST April 12th.  This is the day the order left our warehouse and was trucked to the WeShip Express hub (received by them on April 14th).

  Vaping.com added shipping protection insurance at no cost to the customer (we do this for all orders and all carriers).  WeShip Express deliver orders from their hub to final-mile carriers for delivery to the customer.  We can see that the tracking has not updated since April 22nd.  Vaping.com raised a claim with our insurance provider, Route.com, on the customer's behalf as the customer was unwilling to claim.  The customer would have been offered either a reshipment or a refund, as the claim was valid.

  Vaping.com have no control over packages once they leave our warehouse, which is why we protect our customers by providing insurance.  Route only rejected the claim because the customer informed them that the chargeback had been filed and he had got his money back.

  Because a chargeback has been filed, it is not physically possible to refund the customer until the chargeback has been rejected as the payment gateway removes the option.  Vaping.com also has no control over how long a card-issuer takes to ascertain whether the merchant was fraudulent.  The customer's card-issuer requires proof of shipment and copies (or transcripts) of all communication with the customer, which ******************** provided the same day they were requested.

  Vaping.com is aware that transit time to the customer's zip-code, from dispatch, can be **** business days.  Vaping.com communicates this at checkout so that customer's are fully aware before committing to their order.

  We want our customers to be happy not only with the goods they receive, but with our service.  We have, and will continue, to do all we can to resolve any issues our customers encounter and, as soon as a decision has been made (this is not in the hands of vaping.com) about the chargeback, we will work with the customer to find a suitable resolution.

  Customer response

  05/13/2022

   
  Complaint: 17127339
  
  I am rejecting this response because:I am satisfied with the response, but, I would like to keep this channel open until this is fully resolved. As soon my card company confirms my chargeback I will accept your response and close the ticket. Thank you. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered from vaping.com on 2/10/2022 total amount $66.75. Next day (2/11/2022) received an email informing me my shipment is on the way. tracking code: RSBC115C76375 contracted out to a company Deliver.it (worst company ever). According to the tracking system, they made an attempt to deliver the package on 2/24/2022 at 1:15PM. I work from home and rarely leave the house during the day, especially if I know a package is coming. Deliver.it did not follow instructions to use the call box next to the front entrance and dial #*** or lookup **************** and press the call button. this would have dialed my cell phone and I would have buzzed them in signed for the package and we all go our separate ways. DID NOT HAPPEN. I've email Vaping.com so many times I've lost count. They are really good at delaying the refund. and their customer service can't get ahold of Deliver.it to find the disposition of the order to ship back to the manufacture. I WANT A REFUND ASAP and I hope BBB can light a fire under their butts to get this issue taken care of ASAP.....JJ

  Business response

  03/14/2022

  Dear BBB,

  This customer is writing in connection with order # V100667337, placed with vaping.com on February 10th and shipped by us on February 11th.  We advise customers that a) adult signature is required upon delivery (as per the **** Act amendment 2021) and b) that transit times are **** business days.  The customer lives in a gate community and the delivery driver was apparently unable to access the community.

  I attach the complete correspondence with **************** and we have responded promptly to all his queries.  We have done everything possible to facilitate the successful delivery of ******************** order but, as is clearly stated on our website (see attached screenshot), we have no control over packages once they have left our warehouse and title has passed to the customer.  However, we do not want customers to be out of pocket if delivery fails, so we add shipping protection insurance to all orders at no cost to the customer.  

  As you can see from the tracking (https://rktship.rocksolidinternet.com/ec/track/RSBC115C76375) the carrier has made 3 delivery attempts and you will see from the attached correspondence that we have contacted the carrier (DeliverIt) with further instructions.

  Once the package is marked Return to Sender, we are able to refund. If the tracking is not updated in 7 business days (which will be Mar 15) under the terms of the shipping insurance provided to the customer, a claim can be raised.  If the customer is unwilling to do this themselves, we are able to raise a claim on their behalf which will provide either a replacement order or a full refund.  I'm sure you can appreciate that we do everything we can to ensure our customers are never out-of-pocket.  While we understand the customer's frustration and are genuinely disappointed that DeliverIt have not been able to deliver this order, we ship over 500 orders/week with them and have very few failures. 

  Please be assured that the customer will either receive a replacement order or a refund.

  With regards,

  Vaping.com 

  Customer response

  03/15/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order(#V100659026) with Vaping.com on December 18th 2021 and the delivery date was expected 5-9 business days. I waited 14 days and tried to reach out to them. They told me to wait 15 business days so while I was waiting I decided to read their policies. It stated that if my package was lost/delayed after 15 business days they would give me the option of a full refund, which I want. After I sent them a message about their policies and asking for my money back, I haven't heard from them again. They have my money paid in full but I have no product. As of today it's been 21 business days and 29 days since I placed my order. Also the tracking info. changes daily, it's been pushed back 8-9 times. I believe they aren't worried about the BBB because they've had complaints before and nothing has happened. I informed them I was contacting you and I got no response. I was also wondering if this falls under the *** guidelines? Can I report Vaping.com to the ***? Can you please inform me of any other agencies that I can report Vaping.com to? Thank you for your time and attention to this matter.

  Business response

  01/31/2022

  Dear BBB,

   

  We were informed by the carrier that the holiday season had caused significant delays.  Coupled with this, at checkout, customers were at that point advised the average delivery times were 5-9 business days, but these were not guaranteed and they should allow 15 business days from DISPATCH (in this case, Dec 20th).  ***************************** order was delivered 4 days later than expected, but was delivered.  Here is the tracking link: https://track.xdelivery.ai/XLX019000PF55DNV8

  Additionally, vaping.com pays for shipping protection insurance on all orders at no cost to our customers.  We have advised ************************* to raise a claim for reimbursement and provided her with al the information required.  See attached correspondence.  

   

  Best regards

  Vaping.com 

   

  Customer response

  01/31/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order months ago, was charged $47.99 and NEVER received any product from Vaping.com.My husband contacted them via email (since the company does not answer any telephone calls at the number provided) and vaping.com offered tracking numbers that led nowhere.He contacted vaping.com again, and was given a tracking number that kept showing different locations not within our area.We later received two emails from Vaping.com stating issues with shipping companies and our order would be delayed. This went on for more than a month.To this day, we have NEVER received the order, we have not received any correspondence from Vaping.com stating why the order wasnt shipped or received.I disputed this charge with our financial institution and received credit for the never received goods. My bank has just informed me today that Vaping.com provided documentation showing items were shipped and received by us. This documentation is fraudulent and Vaping.com knows it. The items were never shipped successfully or received by us. We have now been re-charged for the shipment.Ive tried to call Vaping.com to rectify this situation; however, the phone number listed *************) only has an automated system and no option to speak to anyone. I sent an email complaint to the email the automated system directs consumers to and it was rejected and returned.

*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. ↩