ComplaintsforOrganicix, LLC

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Within the last year, I purchased a IQ2 vaporizer from a authorized resellers.After a month or 2 of use, it started having problems. I submitted a claim through their Warranty Claim form on their website. I gave a detailed description of what was wrong and included a video.I received no response. When I returned to the website to submit the claim again, the warranty webpage was down and stayed down for at least a week.While waiting for a response, I purchased an IQC from them.A day or 2 ago, my new IQC is now having is***s.Over the past 4 months, I have submitted a warrant claim 6 times without a response.I have called their ************** everyday. It goes straight to voicemail and no one calls back or responds in any way.As of today, I am no longer able to sign into my Davinci account on their site. My only recourse seems to be to *** them in small claims court. Please help.The serial number for my devices are:IQ2 ********* IQC FXNHT-AKEFA

  Business response

  07/03/2024

  Hi ******,
  
  
  Thank you for reaching out to DaVinci. We sincerely apologize for the lapse in the service youve grown accustomed to. DaVinci is currently in a major re-organization we've separated from previous ownership and the original founder, and his team, are back at the helm. That said, the team is working hard to reinstate the level of customer service excellence our customers deserve. Were excited to get back to work for you!  
  
  
  Unfortunately, we have not been able to locate an account under your email address, we're sorry for the inconvenience. Is it possible it was a different email address? If you'd like to use this email address, we recommend creating a new account.
  
  
  Could you please provide us with more information regarding the issue with your IQC?
  
  
  As for the IQ2, your return authorization information is below.
  
  
  Your *** number is #WC-0000922.  Please keep this for your records and also be sure to write this on the outside of the box. Units that are warranty eligible will incur no repair costs and return shipping back to the customer will always be provided free of charge. In the event the unit is replaced, we will try to send you the same color, but you may receive a different color due to availability.
  
  
  Please include the battery so we can test your battery as well.
  
  
  Please follow the instructions below to send back your unit.
  
  
  1.) Remove ANY removable accessories (i.e. The flavor chamber, air path, the pick, the ****** the mouthpiece, the glass mouthpiece, etc.) we are not liable to replace accessories we did not request.
  2.) Empty the oven of any contents and make sure to thoroughly clean the oven with alcohol. If the unit contains any sort of material, the device will be rejected and discarded. Staining in the oven is perfectly acceptable.
  3.) Bubble wrap the items and send them in a small box.
  4.) Write the *** number clearly on the outside of the box for proper processing.
  5.) Send your device to:
  
  
  DaVinci *** Department
  ***************
  Suite B
  *******************
  
  
  It is recommended that you utilize a shipping service that provides transit tracking and reply to this message with the tracking information. We are not liable for lost in-transit packages. You will receive an email once your repaired or replaced device is shipped. Please Note: Your *** will remain active for a period of 30 days, if you are not able to ship it to us within that time frame please reply to this email and we can correctly notate your case.
  
  
  Feel free to reply to this email anytime to check your status or ask any questions! We're here to help every step of the way!
  
  
  ************************************************************
  
  
  
  
  Best regards,
  ****** - ******** care

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received a products manufactured by Davinci Vaporizers called the Davinci IQ2. Received as a gift about three years ago. it comes with a 10 year warranty. My device stopped powering on about 3 months ago. I've contacted the company via their website 5 times including TWO warranty claim submittals. I have NOT received any response and there is no phone number provided to reach out directly. I have not received even an acknowledgement of my submittal. The power issue must be a know design defect because they provide a FAQ on how to fix it, but after trying the recommended fix the first time, the problem persists. I did not want to perform the fix in the first place for fear of breaking something, but after no response in 5 weeks I tried the fix again, and now think the device is broker and will require replacement parts. I feel the company has committed consumer fraud in selling a device with a known design flaw and providing a 10 year warranty but NO reasonable way to submit a claim for warranty repair.

  Business response

  06/25/2024

  Good afternoon!

   

  The following message was sent to the customer earlier today. We are waiting for a reply so we can assist the customer with the warranty.

   

   

  Hi *******,
  
  
  Thank you for reaching out to DaVinci. We sincerely apologize for the lapse in the service youve grown accustomed to. DaVinci is currently in a major re-organization we've separated from previous ownership and the original founder, and his team, are back at the helm. That said, the team is working hard to reinstate the level of customer service excellence our customers deserve. Were excited to get back to work for you!  
  
  We're sorry to hear you're having difficulties with the device.
  
  
  Which color is the replacement battery you tried?
  
  
  Do you see any LED indication when the device is plugged in? Please remove the battery while the unit is plugged in, note if the buttons illuminate when pressed.
  
  
  Please press and hold the button down and place a drop or 2 of Isopropyl Alcohol on the button and vigorously press the button and wiggle button side to side...working the Isopropyl Alcohol between the case and silicone button cover. This will loosen any resin, dust or light debris that *** have built up. 
  
  
  It's best to do this with the battery installed so you can see the light turning on/off. Repeat steps if needed.
  
  
  If the battery loses contact with the battery terminal/door, it *** show a false battery reading, not turn on, or shut down during heat up. There are a couple of things you can do to solve this.
  
  
  Please take the battery out and clean the negative side of the battery and battery lid hinges with 91% Isopropyl Alcohol, making sure to work it into the door hinges by repeatedly opening and closing the lid. Dry the device well and try again. This area needs to be cleaned even if you dont see residue.
  
  
  Another thing to check is the terminal at the bottom of the battery compartment; sometimes, this can compress, leaving a gap between the battery and the connectors on the door. You can take needle nose tweezers or any other tool you *** have and slightly lift it (about 1mm-2mm), then put your battery in to see if it shows a charge and stays on and reaches the temperature.
  
  
  If the issue persists, please confirm your complete shipping address so we can create a return authorization for you.
  
  
  We look forward to hearing from you.
  
  
  Best regards,
  ****** - Customer care

  Customer response

  06/29/2024

   
  Complaint: 21884692
  
  I am rejecting this response because:
  The correspondence received only regurgitated the *** posted on their website, which acknowledges the design flaw of the product under warranty.   None of the suggested remedies from their ***s have resolved the issue.  
  

  I did respond directly advising the same but have not heard back.  I will await further advice.  

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

  Business response

  07/03/2024

  Good afternoon,

  In our previous email, we provided some troubleshooting and requested your current shipping address to create a return authorization for you if the issue persists.

  Are you still located at *******************************************************************?

  Please reply to our previous message with updated information so we can proceed with the warranty.

  Best regards,
  ****** - Customer care
  
  

  Customer response

  07/08/2024

  I have previously and repeatedly provided my personal information including email, home address and phone.  
  

  there has been no direct contact from the company and they are asking for info already provided.  This feels like a stalling tactic and I feel a further violation of the Consumer Protection Act.  
  
  Sincerely,
  
  *****************************

  Business response

  07/11/2024

  Good morning!

  We sincerely apologize it looks like the customer never received our original reply on June 20th. We have provided troubleshooting for the issue the customer is facing and requested their current shipping address so we can create a return authorization for the customer. We didn't receive a response.

  Please make sure to check your spam/promotions folder as you may be missing our communnication, unfortunately, our emails sometimes can end up in those folders.

  If the issue persists, we are only missing your current shipping address to create a return authorization for you. You may have provided this information in the past, but it is standard proceedure to prevent products from being shipped to old/incorrect addresses.

  If you have any other questions, please let us know.

  Kind regards,
  ****** - Customer care
  
  

  Customer response

  07/11/2024

   
  Complaint: 21884692
  
  I am rejecting this response because:

  I have provided my address twice already.  Attached screen shots of my response to your 6/20 response to the BBB complaint.  
  

  I would ask for further intervention by the BBB as the merchant is acting in bad faith and delaying or avoiding their obligation per their 10 year warranty conditions.  

  I have responded to each and every response, which have been duplicative and previously satisfied.  
  

  please advise.  
  
  Sincerely,
  
  *****************************

  Customer response

  07/16/2024

  Good afternoon.  I am still seeking resolution to my warranty claim.  The  seller continues to send duplicative emails with FAQs Ive already responded to three times.   I have not received ANY  direct or indirect response with ANY substantive resolution.   I would ask for your continued intervention as I feel the seller is engaged in deceptive practices and could be in violation of the Consumer Protection Act.   Thank you for your continued support.  P.S. the seller continues to sell this defective device and has put my email on their solicitation list.  So not only have they not resolved my issue, but are actually soliciting me to purchase additional products!!!

  Business response

  07/17/2024

  Hi *******,
  

  Thank you for your response. We are using the return address provided to BBB since we haven't received reply directly from you. Below is your return authorization instructions so we can move forward with the warranty process.
  
  Your *** number is #WC-0000857. Please keep this for your records and also be sure to write this on the outside of the box. Units that are warranty eligible will incur no repair costs and return shipping back to the customer will always be provided free of charge. In the event the unit is replaced, we will try to send you the same color, but you may receive a different color due to availability.
  
  
  Please make sure to include the battery you currently use so we can test your battery as well.
  
  
  Please follow the instructions below to send back your unit.
  
  
  1.) Remove ANY removable accessories (i.e. The flavor chamber, air path, the pick, the ****** the mouthpiece, the glass mouthpiece, etc.) we are not liable to replace accessories we did not request.
  2.) Empty the oven of any contents and make sure to thoroughly clean the oven with alcohol. If the unit contains any sort of material, the device will be rejected and discarded. Staining in the oven is perfectly acceptable.
  3.) Bubble wrap the items and send them in a small box.
  4.) Write the *** number clearly on the outside of the box for proper processing.
  5.) Send your device to:
  
  
  DaVinci *** Department
  ***************
  Suite B
  *******************
  
  
  It is recommended that you utilize a shipping service that provides transit tracking and reply to this message with the tracking information. We are not liable for lost in-transit packages. You will receive an email once your repaired or replaced device is shipped. Please Note: Your *** will remain active for a period of 30 days, if you are not able to ship it to us within that time frame please reply to this email and we can correctly notate your case.
  
  
  Feel free to reply to this email anytime to check your status or ask any questions! We're here to help every step of the way!
  
  
  ************************************************************
  Davinci Vaporizer Warranty - Davinci Vaporizers
  DAVINCI Manufacturer Warranty DAVINCI warrants the following vaporizers against defects in materials and workmanship under normal use for the specified warranty period (per product), listed below, from the date of retail purchase from an authorized DAVINCI retailer. This warranty is applicable to the original purcha
  www.davincivaporizer.com
  
  
  Best regards,
  ****** - Customer care

  Customer response

  07/26/2024

   
  Complaint: 21884692
  
  Thank you for your instruction.  I have shipped the device via priority *****  Should arrive to your facility on Monday, July 29th.  
  

  I await your advice upon receipt.  Have a nice weekend.  
  
  Sincerely,
  
  *****************************

  Business response

  07/29/2024

  Hi ******* and BBB team.

  Thank you for shipping the device back. Once our team receives it, it should take them just a few days to complete the warranty process.

  You'll receive an email with tracking once the warranty process is completed.

  We appreciate your patience and understanding during this time, if you have any questions, please let us know.

  Have a great week!

  Best regards,
  ****** - Customer care
  
  
  

  Customer response

  08/01/2024

   
  Complaint: 21884692
  
  I am rejecting this response because:

  I Have confirmed the device was received in your facility on Monday, July 29th, but I have not heard from you or the Warranty Tec yet.  Please confirm receipt and provide update when available.  
  

  thank you!  

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

  Business response

  08/02/2024

  Good afternoon,

  Thank you for your response, we apologize if you didn' receive the automatic email with tracking. Please check your spam/promotions folder to make sure you're not missing our communication.

  The device has been replaced, and the new unit is currently in transit to you. Please follow the **** tracking for more updates:

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

  Once you receive it, if you have any questions, please let us know.

  Have a great weekend!

  Best regards,
  ****** - Customer care
  
  

  Customer response

  08/06/2024

  I am in receipt of the replacement unit sent under my warranty claim.  Thank you very much.  I appreciate your attention to this matter and am satisfied with the resolution.   

  Customer response

  08/07/2024

   
  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

  05/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hope this message finds you well. I also hope that I am writing to the correct agency for this issue. I recently purchased a product from ***********************************. The product worked great...until it didn't. I purchased originally because they have a great warranty. But now that my product has stopped working (which is covered by the warranty), the company will not respond to me. I have tried submitting direct messages to them via their website, submitting a warranty claim, and reaching out to them over ******** It has been weeks and I have not even received a confirmation that they have received my communications. I have also tried calling their number but am greeted with a message informing me the number is no longer in service. I have also reported this to the attorney general in my state. I feel like this company has stolen my hard earned money and really am not sure what to do next. I would appreciate any guidance or help on this matter.Thank you so much for taking the time to help *******

  Business response

  05/30/2024

  Good morning,

  Thank you for reaching out to DaVinci. We sincerely apologize for a lapse in the service youve grown accustomed to. DaVinci is currently in a major re-organization we've separated from previous ownership and the original founder, and his team, are back at the helm. That said, the team is working hard to reinstate the level of customer service excellence our customers deserve.

  We have located a return authorization that was created for this customer on 12/07/2024, RMA *********************. We have also located two new claims for the same serial number in May of this year.

  We are reaching out to the customer to confirm if the device has been sent back to us for service yet and to provide return instructions again.

  We are deeply sorry for any miscommunication; our goal is to complete the warranty process as soon as possible.

  Should you have any questions, please reach out to our team at ******************************************

  Best regards,
  ****** - Customer care
  
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought tma dry herb vape in October. By November the battery wasn't string enough for a single session. I inquired and they recommended I buy additional batteries and a charger from them. I did. The problem consisted. I filed a warranty claim and their response time is extremely slow. They tried to get me to pay for shipping to get it to them for their faulty product. After I sent it I got no updates for about 3 weeks until finally I got one saying they received it. I got it back about 5-6 weeks after I sent it in. Clearly they didn't fix or replace it as the problem started again after about 3 uses. I inquired again and they recommend I send it in again or upgrade to a more expensive device. They since arent replying to me as I said I just want a refund on the product. They have not answered me since April 23rd. And are clearly not going to provide a refund for a faulty product. The customer Service is terrible, they are always experiencing "high volume" and take weeks to reply. They clearly don't care about the customer or being happy. all I want to do is return the product that clearly does not work, and they won't honor their products. It's a horrible company in my experience

  Business response

  06/04/2024

  Dear *******,

  Thank you for reaching out to DaVinci. We sincerely apologize for a lapse in the service youve grown accustomed to. DaVinci is currently in a major re-organization we've separated from previous ownership and the original founder, and his team, are back at the helm. That said, the team is working hard to reinstate the level of customer service excellence our customers deserve. Were excited to get back to work for you!  

  We can certainly replace this device for you. All ********************** products are covered under warranty, however, refunds are only possible within 14 days of purchase date, we're sorry for the inconvenience. You can review our return guidelines here: ******************************************************

  We are sending you an email to collect information such as your current shipping address so we can replace the device for you.

  We appreciate your patience and understanding during this time. Should you have any additional concerns, please let us know.

  Best regards,
  ****** - Customer care
  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased the product from another retailer, vape smart. My product is defective. I emailed vape smart who responded with the info for davinci, the manufacturer. I emailed them twice and filled out their on line warranty request. Never recieved a response. Also attempted to reach them via a complaint I put on their ******** messager page. No response. I emailed vape smart again for their suggestion which I've uploaded here.. Just looking for a, replacement or refund from davinci. Thank you.

  Business response

  05/23/2024

  Thank you for reaching out to DaVinci. We sincerely apologize for a lapse in the service youve grown accustomed to. DaVinci is currently in a major re-organization we've separated from previous ownership and the original founder, and his team, are back at the helm. That said, the team is working hard to reinstate the level of customer service excellence our customers deserve. Were excited to get back to work for you!  

  We have emailed you today to email provided so we can assist you with your device.

  Again, we are deeply sorry for the lack of communication and any inconvenience this may have caused you.

  ****** - DaVinci Customer care
  
  

  Customer response

  05/28/2024

   
  Complaint: 21671793
  
  I am rejecting this response because: never recieved an email per the company response. ******************* or ******************** 
  
  Sincerely,
  
  *********************

  Customer response

  05/28/2024

  Response noted from business. Never recieved an email communication. Don't recall which email I used. Either ******************* or ********************* Nothing in inbox or spam folder. Regards 

  Business response

  05/31/2024

  Good morning,

  Thank you for reaching out to DaVinci. We sincerely apologize for a lapse in the service youve grown accustomed to. DaVinci is currently in a major re-organization we've separated from previous ownership and the original founder, and his team, are back at the helm. That said, the team is working hard to reinstate the level of customer service excellence our customers deserve.

  We sincerely apologize but we were not able to locate a previous contact from the customer. Nonetheless, we will be happy to assist.

  An email was sent today to the two email address provided by the customer. We will wait for the customer reply to provide support.

  We apologize for any inconvenience this may have caused to the customer.

  Should you have any further questions, please let us know.

  Best regards,
  ****** - Customer care
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted a warranty claim because I havent used my vape since the fall but I tried to use it recently and its not showing that its charging or letting me turn it on and havent gotten a response yet. Not sure if they normally take that long to get back to people but if thats the case they need to hire more customer service reps. I purchased it from vapor.com March 2022 I tried cleaning the battery with alcohol still isnt working.

  Business response

  04/09/2024

  Thank you for reaching out. We have provided troubleshooting to the customer, which has solved the difficulty they were having. Please find the customer's last reply attached.

  If there are any other concerns, please let us know.

  Customer response

  04/26/2024

  Its resolved. I just had to clean the battery.

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This is about an item with a ten year warranty on a "vape" as Divinci calls it a premium herbal inhaler. I purchased my first vape on April 22, 2020 and it was replaced under warranty when it overheated. The first vape model was an IQ, I paid $175.00 for it. The replacement unit was a different model (they no longer stocked them) an IQ2 which sells for about $275.00.The first vape was shipped to me on Order # 2-135204 Apr 22, 2020. The warranty replacement was Order # M-P-1544 Feb 21, 2022.My problem is that I have tried to contact them for the last two months with no reply. They do not have a working phone number to contact them and their warranty request form on line fails at every attempt to send it. My requests for warranty repair or replacement have not been answered. As I see it the original Ten Year warranty should be honored regardless of sending me a warranty replacement for my original vape. After reading reviews on line I found a site called www.pissedconsumer.com. They also sent my warranty request with no reply. If you read the reviews you will find I am not alone with warranty and contact issues. The warranty claim form on their website is davincivaporizer.com/pages/warranty-claim-form. I feel they owe me a warranty repair or replacement. The issue with my replacement (IQ2) is that it will not charge or work with a fully charged battery.

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchase the DaVinci Artiq Vaporizer locally on February, 2024 as I live in ********** and DaVinci is prohibited from shipping this product to my state. After about a week, the device stopped working an DaVinci has a one year warranty on this product. I submitted a support request on 3/12/2024 and other than an automated response, Ive heard nothing from the company. I have subsequently sent 3 follow-up emails along with a warranty claim request and I still have received no response from the company.

• Initial Complaint

  03/04/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased a Vaporizer Artiq which worked once and promptly stopped working. After several attempts to contact the company for either troubleshooting or a warranty repair, Ive decided to come here. DaVinci only has an email option for contact, which they dont respond to. Their website doesnt allow for negative reviews to be posted on their products. Ive been waiting since the beginning of January for a response and havent heard anything. I accept that it was the holiday season so responses would be delayed but 2 months later seems a little much. At this point I would actively point people away from this company because of their poor customer service.

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I ordered a Davinci IQC2 in December 2022 with a warrantee. The device had an issue with the battery and I sent an email, and did not get a response. Since then I purchased a new battery on my own, nd then again ran into a battery connection issue in the device itself. I messaged again and no response. I put in two tickets for pairs, and still no response.. now it's February of 2024 and they have not replied back to my 5 emails. I am highly dissatisfied in a $200 warrantee covered product and the company that is still selling defective devices that does not honor or respect the warrantee they offer to their customers. This company needs to be reviewed for their integrity and overall reassessed if they have been in business for 13 years and have no intention on taking care of customers who pay a higher price for an item that has coverage.1/10 stars.

*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. ↩