Complaints

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.

• Initial Complaint

  Date:12/19/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I made a purchase for delivery over 2 months ago and still haven't received anything. The shipping was supposed to be domestic and shipped to a third party location that could sign for the package and allow me to pick up at my convenience. The company claims that shipping will only take weeks not months. I have sent multiple emails and opened a support ticket. I was told I'd be get a follow up within 5 business days but weeks have gone by without any reply. I'd like to know why they can't deliver properly and if I can get the issue corrected. Otherwise I'd like a refund of the money they've had for months now without me receiving what I paid for. Thanks.

  Business Response

  Date: 12/19/2022

  Per your tracking, the carrier states that this order was delivered on 10/20 . If you state you did not receive per the carriers tracking, we will do a one time refund on the order. 

  Customer Answer

  Date: 12/20/2022

  The response is **** *nd the business knows it. The tracking still says it's out for delivery and has said that every day for nearly the last month and a half. If you want to lie about it that is not helpful. I did not receive anything. If you can't deliver please just refund. 

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********* *nd have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ******** ******* ** *** *** *** *** ********* **** **** *********** ****** ******* **** *****
  
  Regards,
  
  ***** ****

  Business Response

  Date: 12/29/2022

  I advised you already that the order was refunded. Call your bank. 

  Customer Answer

  Date: 12/29/2022

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ***** ****
  
  

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• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I made a purchase on October 31, 2022, Order #********** on November 4, I received shipping notification, They place this with an outside contractor, and claim they have no way to follow up with them. I have contacted Vaporfi numerous times and they claim it's out of their hands. They have already charged my credit card for $72.03. The contractor indicated they attempted delivery on the 4th, that was a lie! We are home all the time, and even checked the footage on all 4 of outside security cameras. Can you please help me obtain a refund. I am sick and tired if getting a run around.

  Business Response

  Date: 11/21/2022

  Good Morning, 

  I am showing this order was delivered on the 16th. 

  ********** Delivered 11/16/2022 

   

  Customer Answer

  Date: 11/21/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** 18405283, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  ******* *****
  
  

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• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 Oct 26, 2022 I ordered supplies thru VaporFi. My credit card was charged $68.44 Since that time, I have checked the status on delivery and encountered several issues-- 1. First my order # didn't exist 2. Then the status said it was "waiting" to be picked up 3. Contacted customer service and was told the Order was picked up on 11/2/2022 4. I checked with the Vaporfi Tracking system---it no longer works 5. Issue escalated---someone to contact me in 35 business days. It doesn't happen-- 6. Email Customer Svc again--they claim they can't do anything until they talk to the "shipper" which appears to be non-existent and then I have to wait 14 days. 7. Just spoke to Customer Service--and now it is no where-- SHUT THIS COMPANY DOWN---

  Customer Answer

  Date: 11/17/2022

  I wish to retract my complaint, or list is as resolved.  The products arrived this morning, as ordered and in new condition.  I have also revised my Trusted Pilot review to reflect the update and improved the Star rating.  
  
  Thank you BBB for being there to serve us.  I hope VaporFi will take my review to heart and improve their shipping transparency or at least not promise what you can not deliver in terms of verifying and tracking of an order.
  
  
   

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello,                       This email is to inform you that it has been past the already inexcusable wait time of 3-5 business days waiting for a “manager” to contact me about a refund for the dispute that has been started. I ordered two voopoo 4.5 ml pnp replacement pods. The date that your package was delivered I also noticed some inconsistencies in the practice of the “over 21 years old” sign and present ID to receive the package. The person who gave it to not even myself but to one of my neighbors did not even ask for id upon delivery.    I know FOR A FACT that that is illegal and will be contacting the FTC and BBB about your False advertisement on your e-commerce activities as well as PACT act violations and a slew of other issues due to not being able to receive a refund for the OBVIOUS items that weren’t in any way ordered. For a first time customer I’m both relieved that I have found how you do business and disappointed in the same breath. I requested a refund for the items that even show on the receipt (and cost more) than the ACTUAL items that were sent (being the 2.5 ml mtl replacement pods). I’m sorry that it has to resort to this however I cannot and will not allow these deceptive practices be allowed to continue especially with the risks you pose to the consumer.    This is the email that i sent after receiving 2 automated emails back AFTER being on the phone waiting for a an hour for a customer support agent. I ordered a product the E-Reciept even shows the correct info. and they sent something completely different. After trying to contact for a refund i was informed that they would not do that.

  Business Response

  Date: 10/26/2022

  Hello, 

   

  You were issued an RMA to return the items you received for a rull refund. Also , we are not the delivery company and we do not deliver packages. We are the vape company. Once those items are returned we can issue you a full refund. Have a wonderful week. 

   

   

   

• Initial Complaint

  Date:08/08/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  I bought on their website and they not only didn't provide with the right ml for the eliquid I bought as advertised (which is against the tobacco codes because they charged me taxes on 120ml but only gave me 60ml so they broke the law too) but they are playing games with a return for weeks now because they sent me the wrong size coils. All I want is the right sized coil that I ordered. Even by the records they are providing they are showing that I ordered the standard EUC coils but they sent me the mini drizzle versions which they sold on a separate section of the webpage but NOT on the page for the standard size EUC which I purchased from. They are trying to act like there isn't a difference when even vaporesso said that if they want to sell the drizzle coils, they need to label that on the title. What really happened is the boxes look exactly the same, with the only difference being one has a shiny sticker showing the difference size, so the company messed up and sent the wrong box; I didn't even recognize it till I saw the tiny coil itself. I didn't use any of the coils, but didn't even recognize the mistake until I popped one of the coils out (but didn't use); I didn't expect this company to make such a mistake because I bought from them in the past with no issues; this time so many issues and I just want the product I ordered! All I'm asking for is for them to ship out the right product, and if they want the wrong product back they need to pay for the shipping too. I'm not even trying to fight the eliquid issue which is a legal matter, but i will pursue that point with the government if they don't send me the actual product I ordered!

  Business Response

  Date: 08/12/2022

  The coils were already refunded on the 8th. 

• Initial Complaint

  Date:07/28/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 July 7th, 2022 I placed an order with vaporfi. According to my receipt it would be delivered within 3 to 5 business days. After waiting 5 business days, I contacted customer service to get an update, I was told that they were running a bit behind but it would be delivered within the next few days. It wasn't! I contacted them again & they started making excuses & said that if I wanted a refund, I would have to wait for a total of 21 business days excluding holidays!! I'm fed up with this company!!

  Business Response

  Date: 08/04/2022

  We received your message below and reached out to the carrier to have the pacakge RTS. Once they confirm that has been done , we will refund the order. 

  Your message: LET ME MAKE THIS PERFECTLY CLEAR, IF I DO NOT GET A REFUND BY MONDAY COB, I WILL CONTACT THE BBB & START LEGAL ACTIONS AGAINST YOU & YOUR ****** COMPANY!!! GET ME MY ******* MONEY!!!

   

  Thank you and I hope you have a wonderful day. 

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. But, I've been jerked around by this company for awhile & I'm not putting too much faith in what they are saying. If they do what they say, then I'm satisfied, but if they don't, I hope I can rely on your help.
  
  Regards,
  
  ***** *****
  
  

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• Initial Complaint

  Date:07/25/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Placed an order with Vapor Fi on June 13th and at the time paid $13 for 3-8 business day shipping. Today is July 22nd and I have still not received the package that was paid for on June 14th! I have tried calling several times and they continue to tell me that I will have to wait just a little longer and they are trying to contact the carrier that is supposed to deliver the package. They have never offered another solution and they will not credit my account the $48.

  Business Response

  Date: 08/01/2022

  This order was showed lost by the carrier and has been refunded. 

• Initial Complaint

  Date:07/15/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Ordered 6/15/22 Shipping time as stated on the website is 5-8 business days. Product has been out for delivery for 3 weeks and all of a sudden showed delivered yesterday 7/13/22 and signed for by me ( I wasn't even home) and the incorrect birthday was used. So I called in today to inform them and was told it now has to go up to management and will take weeks to get a response. So instead of 5-8 days to receive my product It could be 50-70 plus business days.

  Business Response

  Date: 07/20/2022

  The carrier is the one who informs us it was deliverd and signed for by you. We are not the delivery company. I also see you placed another order w us on 7/15 . Same carrier will handle that  package. I will do a one time refund for the first order, but your complaint is w the delivery not us who packaged and mailed the product. 

  Customer Answer

  Date: 07/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  You should really check your facts. I never placed another order with you. I asked for a refund and it appears you are now shipping out another order? The person or place who signed for it as me has the completely wrong birthdate. 

  just refund my credit card and cancel all orders. Also it’s really ridiculous that you can’t contact the shipper after a month of waiting. This is by far the worst experience I’ve ever had with an online company.

  
  Regards,
  ***** *****

  Business Response

  Date: 07/22/2022

  We refunded that order and I did indeed check my facts and you placed this order on 7/15  **********.  $124.21

  Customer Name ***** ***** ***** ********************* ******** ***** ******* **** ** ***** *** *** ****

  Customer Answer

  Date: 07/26/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I did place another order will another company. Not Vaporfi, I will never place another order with Vaporfi and I sure hope no one does will how terrible the shipping and customer arrive is.

  Regards

  
  ***** *****

• Initial Complaint

  Date:07/13/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Order was placed on July 2, 2022 This is the first and last time ordering with this company VAPORFI located in Louisville, KY. The order number is ********* for the total amount of $84.35 including all shipping/taxes and signature verification. This has been paid in full, have proof with bank account. I do wish I had looked into this company with reviews that I do trust off BBB before placing an order. Learning from mistakes! The problem is with the tracking this company has, it never tells you where your package is. I do think this is now part of some ploy to say they "attempt" to deliver, yet never do and keep your money! I have never delt with a company that provides tracking , yet it doesn't where it is just say "HUB". Called yesterday, 7/11/22, was told they see the same screen and a manger would have to contact me back. I told the man that it seems odd since you have to be home to sign for this package, but it never shows where it is. Never got a phone call back. I did send an email, never got response but then after looking at reviews further on the BBB decide to contact again today at 12:13 PM. The lady told me "attempted delivery had happened and there would be up to three attempts." I told her this doesn't make sense I have been home. I asked her the same question about what city or state to know something of the whereabouts for this package. She said it hadn't been updated yet... but she said it had attempted delivery for today? I told her this didn't make sense and these were complaints I read about and I was going to take action and contact the BBB. I do think this company is very shady with their business and are trying to take advantage of people. I have a screen shot to prove that it was 6:11 PM and yet the attempted delivery says 11:11PM for today. Others report same issue, never get package paid for. would like a full refund, please, The company can keep the e-juice order. Thank you. Please look into this, they are taking money, no package!

  Business Response

  Date: 07/20/2022

  This order shows delivered and signed for by you on 7/13. 

  Customer Answer

  Date: 07/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID and accept this. Thank you BBB for helping. The package finally came but the point of this message was the company does not provide tracking, and does not tell you anything about where the package is , then puts "fake attempts" to deliver which I have screen shots of to prove. Lesson learned, don't order from Vaporfi again
  
  Regards,
  
  ***** ********
  
  

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• Initial Complaint

  Date:07/11/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Order for vaping products was made on May 9. Order # *********. Credit Card was charged 274.63 on 5/11. May 13th credit card was refunded 57.28 for unavailable item. Order was never delivered. Contacted customer service via phone call 3 times since then and subsequently followed up with 3 emails to customer service. Each time, in both the phone calls and in emails, I received a response that my issue was escalated up to mangement/corporate and that they would send a response when the issue has been resolved. I have never been contacted by either entity and I'm still without the products I ordered nor a refund ($217.35).

  Business Response

  Date: 07/20/2022

  This order is marked as Return to sender and was refunded on 7/12. 

  Customer Answer

  Date: 07/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I received my refund but only after registering my complaint with the BBB. I understand that the passage of the Federal Prevent All Cigarette Trafficking (PACT) Act has created a difficult situation for product delivery for on-line Vape businesses but Vapor-Fi’s customer service needs to do a better job when delivery issues are encountered by their customers. I shouldn’t have needed to go to this extreme to get management to respond to my problem. 
  

  Regards,
  
  ****** *****
  
  

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