ComplaintsforVape Wholesale USA
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Complaint Details
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Initial Complaint
02/14/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 5 packs of Pods and opened 3. All 3 packs doesnt work. They said I need to pay for the returns. Also ordered 3 bottles of juice. And only received 1. I called, and they said out of stock and will refund me. But if I didnt called, they wouldnt have said anything. Bad business practice.Business response
03/01/2024
Dear *****,
We apologize for the great inconvenience and appreciate you notifying us of this. Upon reviewing your order, we noticed that you did in fact order said product with 5 quantity along with a few other items. If all 3-pack pods purchased did not work, wed like to ask about the type of device you used with them and what juice. Novo X pods are not compatible with all SMOK Novo devices. Novo X pods also yield better results with Salt juices versus Freebase.Due to high demand for the pods purchased compared to what stock we had, we purchased from a partner of ours to fulfill the order. Due to their policy of not refunding returns, you were charged for the eventual refund request you submitted, which we do not agree with. Furthermore, we have looked further into improving our communication with customers by refining our customer service workflow to better avoid incidents, like yours, from slipping through the cracks. We apologize again for the handling of this order, and if we can make it up to you, we can deposit a complimentary amount of reward points into your account for potential future orders.
If youd like to discuss this with us in more detail or have any questions or concerns, please do not hesitate to contact us.Sincerely,
Vape Wholesale USA
Initial Complaint
03/16/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On February 20th I placed a $375 order at Vape Wholesale USA. (Order # *********) who I have routinely ordered from for months. When I received my package on March 2nd.. I was missing 2/3 of my order. I ordered 3 brick packs of 8 and received 1 brick. So I paid for 24 packs and received 8. On the invoice they provided the area that said "3 of 3" was crossed out in black pen with the number "1" written next to it. I contacted the business immediately via email. At first the business (I emailed with an employee named Aaron) told me there was a sku issue they found to be the problem and credited my account for the balance of what was missing for $240.00 on March 7. On March 10th I received another email saying that the warehouse just got back to them again and they decided there was actually "no error" and removed the credit from my account. They stated the packages are weighed at the warehouse after sealed and the weight matches up. The size of the box in which my order came wasn't even large enough to fit 3 of what I ordered. I'm now out of the money I paid for the product, have no replacement product, and am being lied to. I've placed the same exact order every single time and never had an issue. The business is asking for proof through pictures however that was a week ago and was told everything was rectified via email. I don't hold on to trash especially once everything should've been settled when I was told on March 7th. I'm not sure where to turn for resolution at this point.Business response
04/07/2022
Business Response /* (1000, 5, 2022/03/18) */ Hello, For this case, we did keep in contact and also spoke over the phone a replacement was sent. On 03/11/22 there was an email sent with a new order number for the replacement package.000031102. Since our offices are closed on the weekend it was sent out first thing Monday(03/14/22). USPS: ********************** Consumer Response /* (2000, 7, 2022/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) This was handled and I am completely satisfied with the businesses response. My issue was 100% rectified and I am very thankful. I will continue to do business with them. Thank you very much
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.