ComplaintsforDr. Dabber

• Initial Complaint

  03/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Dabber pen (use for smoking) from Dr. Dabber on 3/12/24. The device arrived defective. The heater coils won't light therefore the pen doesn't work. I spoke with support for over a week. They don''t listen to what the problem is and sent me the wrong part. Now there telling be the part I need isn't covered under warranty? They want me to make a video of me using the pen which is pointless because it doesn't work. Now I have a dabber pen that doesn't work after just buying and apparently Dr. Dabber doesn't value or care about their customers. I will never shop at this store and not recommend them. This pen should be replaced under warranty and there not doing it.Regards,***********************

  

  Business response

  03/18/2024

  Thank you for the feedback. We are happy to assist this customer via warranty and have offered a one time replacement on the atomizer to get this resolved for you, but we do request video to further troubleshoot with the customer. We need to make sure you are turning the unit on and using it correctly before we can continue with this warranty claim. Please reply with the requested info and we will get this resolved for you ASAP. 

  Sadly we do not offer refunds on opened and/or used items as described on our returns policy. That being said, we are doing everything we can to get this resolved via warranty claim. 

  We look forward to receiving the requested info so we may resolve this for you. 

  Customer response

  03/27/2024

  I purchased a defective dabber pen (has coils that glow red hot when used). Mine didn't do that with battery fully charged. I contacted Dr. Dabber and received conflicting information. They say they don't take refunds even thought I paid for a defective product. As far as sending a video of me using the pen, it's my right not to disclose personal information about myself I and I don't believe they can ask me to send them a video.
  

  This email contradicts what there saying (first it was take a picture):
  "****,
  
  We are happy to assist you with this as mentioned in our previous emails. Please shoot us a quick video showing the atomizer and showing you attempting to heat the unit up so we may further troubleshoot with you. Usually atomizers are not covered under our warranty, but we will be happy to issue you a one time replacement after we get the video showing the unit not heating. Make sure you turn the unit on with 5 rapid clicks on the button. You will know the unit is on when the light on the bottom illuminates while the button is depressed. Furthermore, make sure to be very careful when loading your pen as the coils are fragile. Do not touch the coils with anything except the oils you are loading on to them.
  Sadly we do not offer refunds on opened and/or used items as described on our returns policy. That being said, we are doing our best to get you up and running, but we do need a little assistance for you.
  Dr. Dabber Customer Support Mar 19, 2024, 9:52?AM (8 days ago)
  
   Dr. Dabber has one of the worst return process I've encountered. I purchased a defective product and would like a refund, simple.
  

  Regards,

  ***********************
  

   

  Customer response

  03/28/2024

   
  Complaint: 21449259
  
  I am rejecting this response because:
  
  I purchased a defective dabber pen (has coils that glow red hot when used). Mine didn't do that with battery fully charged. I contacted Dr. Dabber and received conflicting information. They say they don't take refunds even thought I paid for a defective product. As far as sending a video of me using the pen, it's my right not to disclose personal information about myself I and I don't believe they can ask me to send them a video.
  
  This email contradicts what there saying (first it was take a picture):
  "****,
  
  We are happy to assist you with this as mentioned in our previous emails. Please shoot us a quick video showing the atomizer and showing you attempting to heat the unit up so we may further troubleshoot with you. Usually atomizers are not covered under our warranty, but we will be happy to issue you a one time replacement after we get the video showing the unit not heating. Make sure you turn the unit on with 5 rapid clicks on the button. You will know the unit is on when the light on the bottom illuminates while the button is depressed. Furthermore, make sure to be very careful when loading your pen as the coils are fragile. Do not touch the coils with anything except the oils you are loading on to them.
  Sadly we do not offer refunds on opened and/or used items as described on our returns policy. That being said, we are doing our best to get you up and running, but we do need a little assistance for you.
  Dr. Dabber Customer Support Mar 19, 2024, 9:52?AM (8 days ago)
  
   Dr. Dabber has one of the worst return process I've encountered. I purchased a defective product and would like a refund, simple.
  
  Regards,
  
  ***********************
  
  Sincerely,
  
  ***********************

  

  Business response

  03/28/2024

  We are happy to further assist with this warranty claim, but sadly the customer is rejecting our troubleshooting efforts. We will need to troubleshoot thoroughly first to make sure proper use of the unit is being implied. We have mentioned this in multiple emails with no response. If you wish to continue with this warranty claim, we will need the requested information provided. No personal information is required. 
  
  We do not offer refunds on used and/or opened items as stated on our returns policy below. 

  *******************************************************************

  Feel free to reach back out via email with the requested info and we will be happy to get this resolved for you ASAP. 

  Customer response

  04/03/2024

   
  Complaint: 21449259
  
  I am rejecting this response because:

  Dr. dabber is the worst company I've had the displeasure of dealing with. I have a $30 purchased that's defective and they want you to jump through hoops just to get on that's not defective. I'm 16 year Aerospace engineer and a picture will do nothing for electronic devices, there just making it difficult because they don't care about the customer once they have your money. I'm filing a complaint with the **************** against Dr *********************** I'm going to continue to give very bad reviews every place you can post reviews. You can take your pen and shove it up your a$$! Worst company to deal with, unrealistic.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a boost evo about 3 months ago and it didn't really work that great so, I was recommended getting an attachment to help it work better which was over $100. And it worked way better! But about month ago cracks started form all over it but it was still working. I emailed Dr ********************** and they sent out a new one... but it doesn't work, like at all. So I emailed them a video and told them my issue and they are saying it works perfect. We'll they also said it takes 9 to 12 seconds to heat up especially on hotter temperatures. Well I have it on white setting or the 750 and it only takes about 6.5 seconds to heat up from room temperature. They said another unit would just do the same thing which doesn't make any sense because this new unit is obviously defective. I just want it to do what the thing said it would do without falling about in 3 months. I'd say carta v or puffco are for the win.

  

  Business response

  01/22/2024

  Thank you for the feedback. We have already issued another replacement to this customer to get this resolved. The videos supplied by this customer show the current unit working at optimal levels. We hope the next replacement works better for you, but your current unit is working as intended and producing ******* vapor production. Please shoot us an email if you have any other questions. 

  Customer response

  02/07/2024

  They resolved the issue...

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I paid $12.26 to have my item to me in 2 days, I messaged one of their chat reps and they told me they still take 2-4 days for them to process my order. Hire more people then? I want my $12.26 refunded since I will not be receiving my item for another 3-5 days since they sent it through regular **** mail

  

  Business response

  01/18/2024

  Thank you for the feedback. Our website clearly states at checkout that we request 2-4 business days of processing time before orders are shipped, no matter what shipping option is selected. It also states that shipping times are an estimated time of delivery and shipments may arrive later that estimated time. These details are also mentioned on the order confirmation email and on our shipping FAQ. We only offer shipping refunds if there is a delay with shipping and/or processing times. We see this order was placed on 01/14/24 and processed on 01/16/24, well within the requested time frame. Furthermore we are closed over weekends, so any order placed Fri-Sun will not start processing until the following Monday. Sadly Monday 01/15/24 was a federal holiday (MLK Day) and shipping carriers are closed on this day. The first processing business day would be 01/16/24. This shipment is currently in route to the customer and will be arriving well within the estimated time frame for the shipping option selected. 

  USPS tracking: 9405511206217377599519
  

  Feel free to shoot us an email if you have any other questions. We consider this matter resolved. 

  Customer response

  01/18/2024

   
  Complaint: 21164941
  
  I am rejecting this response because: I have checked all of Dr ********************* website. These need to be made CLEAR on the *** site it is CLEARLY not on the *** site. Please refund me my money
  
  Sincerely,
  
  *****************************

  Customer response

  01/18/2024

   
  Complaint: 21164941
  
  I am rejecting this response because: I have checked all of Dr ********************* website. These need to be made CLEAR on the *** site it is CLEARLY not on the *** site. Please refund me my money
  
  Sincerely,
  
  *****************************

  Customer response

  01/18/2024

   
  Complaint: 21164941
  
  I am rejecting this response because: I have checked all of Dr ********************* website. These need to be made CLEAR on the *** site it is CLEARLY not on the *** site. Please refund me my money
  
  Sincerely,
  
  *****************************

  

  Business response

  01/19/2024

  These statements are clearly and prominently shown directly on the checkout page, shipping FAQ, and on the order confirmation email. This shipment was processed and shipped well within the requested time frame. We consider this matter closed.  

• Initial Complaint

  12/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed order333833 on dec 1st 2023 they charged my card , got paid then never shipped!!!!!no customer support no emails answered

  

  Business response

  12/08/2023

  This order has already shipped and we are unable to offer cancellations on orders already in transit. 

  **********************************************************************************

  We are no longer offering our services to this customer as they have been using harassing language, homophobic slurs, and threats towards employees. We will no longer respond to any emails, live chats, or calls from this customer. 
  
  We consider this matter closed. 

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a dabber unit on July 5th and chose the one day shipping option for the cost of $90. When I contacted their customer service on the 6th to inquire where it was I was informed despite paying for 1 day shipping the company has a disclaimer stating they can take up to 4 days to process your order and they do not work weekends for shipping. Today is July ********* still do not have my item. I don't believe it's right to charge for 1 day shipping if one day shipping isn't actually an option. I would have saved myself the expense shipping cost for a cheaper option had I known about their disclaimer first.

  

  Business response

  07/10/2023

  Thank you for the feedback. We request 2-4 business days of processing time before orders are shipped, as stated on our website at checkout, on the order confirmation and shipping emails, and on our FAQ and shipping policies located on our website and knowledge base. Processing time is NOT included in shipping option selected. That being said, most orders are processed within ***** hours. Our records show this order was placed on July 5th with 1-2 day priority mail express, processed on July 6th and shipped with 1-2 day priority mail express, and marked as delivered on July 8th, well within the requested timeframe. 
  

  USPS: 9481711206215587008658

  **********************************************************************************

  We recommend filing a claim with the shipping carrier if the tracking information supplied is incorrect. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction-March,25,2023 Paid $450.99CAN I paid for this transaction because the business had promised to deliver me device paid for. The nature of the dispute is that I had received a damaged product, so the company had told me that they would send me a replacement device for the damaged unit as long as it was returned to them. Which is what I had did I returned the damaged device to them while I waited for my replacement unit to come in the mail. Then while I was at work, *** the courier delivering my replacement package had made a major error and left the package at my door or took it for all I know because the package required a signature to be delivered which was never given. So I contacted *** about the situation which they did a full investigation on the shipment and had taken responsibility for the error of the package not being delivered properly and sent the company who sent me the replacement I never received a claim,so they can get there money back for the shipment which they then can send me a refund for my money or another replacement since I never received the prior not due to my fault, as of now I am out close to $500 and do not have any product I paid for to show for it. Business is being of no help with the situation being rude about it! I had contacted them with the *** claim that they need to get back to them since only the sender is capable of getting refund for shipment. Never heard from them for a month then after repeated contacting they finally get back to me saying that they received my damaged unit and that since the package says delivered even though theres a sent claim on the package that theres is nothing they are gonna do for me about this case and they are marking it closed. Then when I tried to explain *** made error it seemed they didnt even care and told me they wont do anything and Ill need to take other routes. Which leaves me contacting you and if this doesnt work Ill take it to court. #****** #1Z046F296807290757

  

  Business response

  06/13/2023

  This shipment was marked as delivered and confirmed received by the customer and the 3rd party retailer he purchased from. We are unable to offer refunds on 3rd party purchases and we do not offer reshipments on items marked as delivered by the shipping carrier. Furthermore, no correspondence has been received from *** about this shipment. Our records show this shipment was delivered on 05/08/23. You may view the tracking here: 
  
  **************************************************************************************************************************************************************************************

  You may view our refund and shipping policies here:

  ******************************************************************
  
  Customer mentioned legal action several times, so we are unable to respond moving forward until official representatives have been contacted. 

  We recommend the customer seek alternative routes if they require further assistance.
  
  We consider this matter closed. 
  

  
  

  Customer response

  06/15/2023

   
  Complaint: 20176967
  
  I am rejecting this response because:

  Business is making false accusations as I never confirmed with anyone that the shipment was received because it wasnt and I know there is no proof of that. 3rd party retailer may have confirmed with you that it was delivered, which if they did made an error. I am content with no refund  I explained this to the business in the beginning as long as they had sent out another unit or even the damaged unit I sent in to get my replacement I never received back, to which they told me no. Now as for not offering reshipments on items marked delivered by the shipping carrier. You can see they arent even looking at the tracking for the package they are claiming was delivered they provided themselves in their response, as one look in bright yellow it notifies you from *** the shipping carrier A claim has been issued to the sender for your package. Please contact the sender for more information. Next the business claiming no correspondence has been received from *** about this shipment is completely false and I have multiple photo documentation from *** to dispute this that is provided. Stating they have been trying to contact in regards to this package for a claim for over a month to which they had never heard back. I also told the business that *** was trying to contact them which they just blew off. You can see below tracking for the package they claim was delivered has a open claim they arent acknowledging.
  
  
  ********************************************************************************************************************************************************
  
  
  Refund and shipping policys they provided are irrelevant. Since it is within my refund rights considering the goods you purchased were defective (i.e. not fit for the intended purpose). as I didnt receive the goods purchased at all.
  
  
  *******************************************************************************************************************************
  
  
  Legal Action was only mentioned after numerous attempts to solve this matter civilly for over a month, then when i finally got in contact. You kept stating package was delivered and the case is closed, that I need to take different routes. Even though *** is trying to contact you in regards to a claim on the package. After you claimed the case is closed and nothing would be done about it, only then is when I mentioned legal action as you left no choice.
  
  Sincerely,
  
  *****************

  

  Business response

  06/15/2023

  Replacement unit was delivered on 05/08/23 
  1Z046F296807290757
  *******************************************************************************************************************************************************************
  
  3rd party retailer confirmed delivery with customer on 05/10/23
  "Affirmative- the replacement unit was successfully delivered"
  
  Customer stated they are having an issue with the replacement unit confirming it was received 05/12/23
  "the device I am having problems with is my Dr.Dabber Switch. It is something I really hoped I could get permission and assistance for without having to send it in and not void my warranty either as there is nothing wrong electronically. Unfortunately I have some unwanted debris under the shell of my device that I tried sliding a card in the crack to remove but had no success so I was hopeful I could get permission and direction on how I can safely remove the shell to clean the inside so I don't have to pay to ship it out to you so you can remove the debris."
  
  Customer filed missing package claim on 05/13/23
  UPS: 05/13/2023 3:37 P.M.An investigation has been opened for your lost package.
  
  I have supplied supporting documentation for all claims. 
  
  Sadly this customer has mentioned legal action several times and we are unable to respond moving forward until official representatives have been contacted. 
  
  We consider this matter closed. 

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ok so as many others i see on here i ordered a item and was told after the purchase on final page showing customer checkout info on the right stating 2-4 business days to process so i figured that means to make sure an verify location (legality of area), and payment option used to buy said item but they take the money in the first 3 hours after the purchase so i was like ok passed the process and now it should be shipped in the next day. i go to work come home check emails still no tracking so i try to email twice there email ****@drdabber.com and get no reply so i figured check the FAQ/customer service options see there is a chat option so i went that route an talked to a lady and she provided the tracking code for me an said the label was just printed an should be sent priority mail today some time. so through out the day keep an eye on the link due to shes the only person to respond an give a tracking code to a label saying waiting for item to arrive to the facility that it should be shipped from. Now today i email to see why there hasn't been any movement aka no item to ship still i was met with " Our warehouse requests 4 business days to process an order and the amount paid for shipping is the method your order is sent out as." and even though i replied with i was given a tracking code an told it will be shipped. They said it takes 4 days to process even though they took the money the first night and its not under pending payment in my account its under paid the first night. so now i try to email with this person and ask when my process will be done an i can expect a package sense i paid for one day shipping and they took the money already and have been met again with silence an no item at the place of which it is to be shipped from and yes it is the third day of their processing but could not answer when the processing would be done and i asked due to i was told it would be shipped on 5/12 and now half to wait an unknown time cause of no reply

  

  Business response

  08/24/2022

  Business Response /* (1000, 5, 2022/05/17) */ Thank you for the feedback. We do ask for at least 2-4 business days of processing time before orders are shipped as stated on our checkout page and shipping policies page. This order was placed on 5/11, processed on 5/12, picked up from the shipping carrier on 5/13, and delivered on 5/16. We have gone ahead and refunded the shipping fees on this order, but it was processed, shipped, and delivered within the supplied time frame. Please shoot us an email if you require further assistance. We consider this matter closed.

*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. ↩