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Complaint Details
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Initial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have 2 pending charges for $92.26 and this business is permanently closed. Idk who this company is and I would like to know why they are charging me for something when they are permanently closed.
Business response
07/03/2024
Hello,
The customer has been a customer with us since May and has placed three, including the order in question, orders with us. We have received emails from them from the email provided and the email on their account back in may regarding their May order. The customer placed the order in question on the 29th of June 2024. I do see that the charges in question are pending, on our side it only shows that one has gone through and is pending settlement. This is likely because the customer may have double clicked submit when placing their order, causing a double charge to show on the card. The charge should fall off since it is a duplicate charge, however the customer can contact their financial institution regarding further information. I have provided a screenshot of the order that was placed as well as a screenshot showing the customers account with previous orders.
Thank you.
Initial Complaint
06/27/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with this company. They were quick to provide a receipt of the purchase and had no problems taking the funds. They provided a tracking number and that's all. The order was placed on the 20th of June 2024. I have recieved no more information on my order. As I read the complaint about this company, I am now wondering why anything has yet to be done. The claims against this company are exactly the same. This is a fraudulent company, that is still being allowed to steal from people. I am either looking for a refund, or the product I purchased from this company.Business response
07/01/2024
Hello,
The customers order was shipped and the customer was provided a tracking number that has been having updates. Had the customer reached out to us in a polite manner we would have explained our shipping delays and that it may take a few days to update, however their initial email was hostile and contained foul language that we will not tolerate. Here is the content of their email and I have also provided a photo copy of the customers initial email.
"I placed an order on June 20th. All I have received is an email of conformation. Looking at your reviews this is a common practice of your business. Being said, I have submitted a complaint to the BBB, noted a negative review, deterring customers to use your rip off business. I will continue to advertise how s**** your business is via social medial. Hope you enjoy it."
Thank you.
Customer response
07/02/2024
Complaint: ********
I am rejecting this response because:
I have recieved no email, nor was I hostel with this company at any point. This information they are providing you is fictitious. I'm am not satisfied with the fraudulent activity of this company.
Sincerely,
***************************Initial Complaint
06/21/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
On 6/10/24 I purchased a vape mod device online via **********************. The order showed shipped 6/11/24. After 10 days of no tracking I messaged them. I was told the the state they are in wont allow for online sales and they partnered with another state to send the item. Another week went by I messaged again demanding yea king or refund. I received a message they wanted a photo of me holding my id or they would not ship or refund my money ($60).Business response
06/27/2024
Hello,
Online sales in our state are legal so we are unsure of where the customer received this information. The customers order has been having consistent updates since arriving at the couriers facility and the order shows that is was delivered to the customer as of the 24th of June. This customer did file a chargeback on the order even though it was in transit and has now been delivered.
Thank you.
Initial Complaint
06/21/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I ordered vapes from this company online and then it says a shipping label was made, but the items are never getting shipped. I tried to complain about it and get a refund, but they are not willing to do so. I checked their reviews on trust pilot and a lot of people have had problems with this website not getting their stuff or when they do get their stuff its generic doesnt work broken out of liquid hundreds of complaints. I would like to get a refund for my items and get the order canceled. On their web page, it says items will be shipped within five days. I checked **** tracking and nothing has been shipped. It just says a tracking label was made and after all the reviews Ive seen online about people getting ripped off I want a refund and for my order to be canceled.Business response
06/27/2024
Hello,
I have reviewed the customers tracking information and this order shows it was delivered today. The tracking showed consistent updates after it reached the **** facility. We cannot cancel orders after they have already been shipped out or delivered.
Thank you.
Initial Complaint
04/30/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order with PerfectVape.com on 04/24/2024 and was updated 04/24/2024 via email that my order status (order#*******) had been updated to shipped, and a tracking number was provided, confirming that it had been picked up by PerfectVapes shipping partner. On 04/29/2024, I noticed there has been no updates to show that the package is in transit. I reach out to OSM through email. *** is a third party shipping partner that PerfectVape uses. OSM informs me that they have not physically received the package and to reach out to the vendor (PerfectVape) to let them know they have not received the package. On 04/29/2024, I send message via their customer chat box and receive an auto-response via email stating: We have received your response, and will get back to you asap. Please allow ***** hours for a response. Our offices are closed after 5pm CST and the weekend.On 04/30/2024, I check my tracking number again and see that there still has been no update. At this point, due to frustration and fear that this site may even be fraudulent, I reach out to PerfectVape.come to cancel my order. This time, I receive a prompt non-automated response requesting me to verify my age with a photo ID along with a photo of myself or my order will be cancelled and no refund will be issued. I inform the customer service rep that I would no longer wish to continue with my purchase due to lack of communication and transparency. **************** continues to request and age verification and threaten to ban my account, to which I decline due to growing suspicions, concerns and lack of transparency. I informed customer service that if they do not cancel my order that I will be forced to reach out to my bank, the BBB and the **** At this point they have stopped responding. At no point did customer service ever respond to my initial inquiry regarding shipping. Im asking for PerfectVape to cancel my order and provide confirmation.Business response
05/01/2024
Hello,
This customer is under suspicion of being a minor and did not comply with our secondary age verification. We were and are not able to offer any further assistance until we can verify that the customer is of age (21+) to purchase these products.
Thanks.
Customer response
05/09/2024
Complaint: ********
I am rejecting this response because: if this is true, then why proceed to send nicotine products to an individual whom you suspect to be under the age of 21, instead of cancelling the order as I requested?
Sincerely,
PLBusiness response
05/10/2024
Hello,
The customer completed the primary age verification thus the order was placed and shipped. The customer emailed after the order had already been shipped requesting a cancellation. We cannot cancel orders once they have been shipped, however we require a secondary age verification to be completed in this case since this behavior is often from a minor. This behavior flagged the customer as a minor as well as them being uncooperative with the age verification.
Thanks!
Customer response
05/13/2024
Complaint: ********
I am rejecting this response because: The order had not been received by your third party carrier that you used and that was confirmed by OSM worldwide via email. I immediately reached out to your establishment thereafter to have the order canceled, to which your establishment refused to do so. This is unacceptable.
Sincerely,
Princess LittleInitial Complaint
03/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered product from this company on the 15th of March and the carrier hasn't even received the package yet. I find it very unprofessional to charge someone's account with no intention of delivering the product ordered. This would have marked my fifth order with the company in the past 2 years. Either give me a refund or send me my package. It doesn't have to be as complicated as you're making it.Business response
03/26/2024
Hello,
The customers order is currently in transit, I have attached a screenshot of the tracking updates. It was shipped out on the 18th and was received by the courier on the 26th. We unfortunately do not have control over the shipping times once the package has left our facility. The customers very first email to us contained foul language such as "P.S. F*** You Very Much P.P.S. You Suck" and also degrading language to our hardworking employees which we do not tolerate, thus they were blocked from our website immediately. I will include a screenshot of this email as well. The last update on the tracking provided to the customer states "3/25/2024 7:59 PM In Transit PROCESSED THROUGH **** FACILITY US." We will not be able to refund the order since it is in transit to the customer.
Thanks.
Customer response
03/26/2024
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
02/18/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Purchased products from this company and was indicated that it was shipped out January 24th. They have no idea where the product is, they were deceptive as they stated **** was their shipping service that they charge you for and use a different service which they refer you in their emails. Through multiple e-mails, the company cannot verify where the package is or who has the package. *** contacted both the company and their shipping provider and they both cannot provide any meaningful information. The most recent update was that The Product was with the "Final Mile Carrier" on February 7th and it is now over 11 days, going on 12 and 13 days after the holiday weekend since that update and I still have not recieved any product.This is indication of fraud and would like to receive my money back since I have not received any products I have purchased and the company cannot locate the package themselves. Will be filing fraud charges with my bankBusiness response
02/21/2024
Hello,
We have been in contact with this customer and asked them to reach out to RocketShip, our shipping partner company, to get an update on the order. On the 20th of February RocketShip informed them they do have the package and will reach out to the courier to see when they will be getting it delivered. We do have it stated on our website that we ship via RocketShip, I have attached a screenshot of our shipping information per our website. I have also included the email from RocketShip to the customer. The customer has also stated on here and in emails to us that they have filed fraud charges with their bank, since this is the case we will not be able to provide any further resolution since the issue is in the banks hands now and the order is not lost.
Thanks.
Customer response
02/24/2024
I didnt go to the bank yet, because I would hope this company would actually care about their customers. Their shipping company has not responded in a week now about the status of the package. The tracking link they sent, has not updated in over 2 weeks almost 3 weeks now. That makes its over a month from ordering until now to receive package that no one can locate.
Requesting a refund for a product that has not been received is a fair request. The shipping company does not know where the package is, or they would have responded as well. PerfectVape, the company I have purchased my product from refuses any form of action outside of the sale. They are not taking any responsibility. They tell me to contact their shipper to find out where my package is. This is the service THEY utilize.
If they were like "hey! our shipping services are experiencing delays, it could be a month or so" that would be different. But they are providing services under false pretenses (I have the email communication where they quote the amount of time it takes). So, their own timeline that THEY PROVIDED, has not been met and has gone far beyond what they estimated. They are refusing to do anything about it other than treat me poorly as a customer.
This is the tracking link they provided:
************************************************************
So, the shipping company does not know where the courier or products are. The company, PerfectVape, does not know where the products are. Neither one, PerfectVape or the shipping company, can provide a real time update on the location of the package.
What reassurances can they provide that the package is not lost? Can they provide proof that the package is still in transit after two weeks? Can they contact the shipper? Or is it the buyer's responsibility to contact the company PerfectVape chose to use as their shipping provider?
*****Business response
02/26/2024
Hello,
We have explained to the customer that our delivery is taking some time due to the courier but will be delivered. We had reached out to the courier to provide confirmation as requested by the customer and in which was confirmed. The customer continued to email stating it is lost. We reaffirmed the customer once more it is not lost and it is making it's way but there are delays.
This customer's package was delivered and signed for by the customer.
Attached is the proof of delivery and signature.
Thank you
Customer response
02/28/2024
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.Package was delivered. But in this day and age, for shipping to take a month, and the company you purchased products from cant precisely locate it and inform you where it is, that is an issue. Do better. Be better. You're getting crushed in online reviews. You guys were a great company at one point. And then you took a quick downward spiral. Be better. Do better.
You can close this claim.
Sincerely,
*******************Initial Complaint
02/16/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
1. **Initial Cancellation Request (I):** - I send an email to PerfectVape **************** requesting to cancel order #******* because the items are no longer wanted,2. **Acknowledgment (PerfectVape ****************):** - ********************** **************** sends an automated response acknowledging receipt of my email and states that a response will be provided within 1-2 business days.3. **Request for Age and Information Verification (PerfectVape Customer Support):** - ********************** Customer Support responds to my cancellation request, requesting age and information verification. They ask me to provide a photo of myself holding my ID, emphasizing that failure to comply may result in the order not being processed or refunded.4. **Response to Verification Request (I):** - I respond to PerfectVape Customer Support, acknowledging the verification requirement but asserting that I should not be obligated to provide further information for order cancellation, especially since the order is no longer in progress. I request cancellation of the order and issuance of a refund to the card used for the purchase, expressing willingness to escalate the matter with my credit card company if necessary.Overall, I initially requested cancellation of my order due to a change in preference. However, PerfectVape requested age and information verification before processing the cancellation and refund, leading to my assertion of my right to cancel the order without providing additional information. per US consumer rights laws The situation remains unresolved at this point, pending further response or action from PerfectVape.Business response
02/19/2024
Hello,
Per our terms and conditions that the customer agreed to when purchasing, we hold the right to ask for a photo age verification at any time should we suspect fraud or reasonable cause that the customer is under age. Should the customer not provide this information, we will not be able to proceed with a refund of the order. I have attached a screenshot of this from our terms and conditions. This particular customers account has three separate names attached to it which caused us to suspect fraud or an underage person. Screenshots of these are attached as well as the emails with the customer. We are unable to process any refund until the age and identity verification for each of these names has been provided.
Thanks.
Customer response
02/20/2024
Complaint: ********I am rejecting this response because I must assert my rights as a consumer under ** consumer protection laws. According to these laws, I am entitled to a refund for my order cancellation, irrespective of any additional verification requirements beyond what is necessary for the cancellation process.
Regarding the issue of multiple names associated with my account, I must clarify that this is a precautionary measure I take to safeguard my identity, particularly given concerns about the security of personal information in online transactions. This practice is not indicative of fraudulent intent, but rather a measure of self-protection.
Moreover, I would like to remind this business of the legal obligations imposed by US vape laws, which mandate age verification before the sale of vape products. Given this, it seems counterintuitive to request age verification after the sale has already been made.
In light of these considerations, I kindly request that you reconsider your stance on requiring age and identity verification for order cancellation, as it appears disproportionate to the situation at hand. I urge you to prioritize compliance with both consumer protection laws and industry regulations in your handling of this matter.
Sincerely,
*********************Business response
02/21/2024
Hello,
We do require age verification prior to purchase, our email age verification is a secondary age verification system to further identify minors who may have bypassed the first age verification. It is stated on our terms and conditions that the customer agreed to when purchasing, that we will not refund purchases made by minors. It is also in our terms and conditions that the customer must only use their legal name on their account. We will need age verifications from each name associated with the account to process a refund since this customer is under suspicion of being a minor.
Thanks.
Customer response
02/23/2024
Complaint: ********
Your request for additional age and identity verification is inconsistent with past transactions I've had with your establishment. In previous orders, I was never prompted or asked for identification, indicating a discrepancy in your current stance. Moreover, the existence of numerous negative reviews online expressing concerns about your practices regarding sales raises serious doubts about the integrity of your business operations. Given these discrepancies and concerns, I am hesitant to provide further personal information to a business with questionable practices and policies that were not adequately disclosed at the time of purchase. Your apparent violation of laws and regulations, coupled with the lack of transparency in your dealings with customers, is deeply concerning. Should this matter escalate, I am prepared to take appropriate legal action to ensure accountability and adherence to consumer protection standards.
Sincerely,
*********************Initial Complaint
02/05/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
THIS BUSINESS IS DISHONEST AND UNPROFESSIONAL. I filed a complaint against this business with BBB on 01/23/2024 due to the fact that they BLOCKED MY ACCOUNT for ASKING QUESTIONS about my order. Over the course of approximately 1 year, I only asked them questions about my orders TWICE. Their policy DOES NOT state that customers can't ask questions about their orders. All they had to do was politely inform me that they can't change the order. Instead they BLOCKED MY ACCOUNT and CEASED ALL COMMUNICATION. Is that a good way to treat your loyal customers? After I filed a complaint with BBB, they said that they would reopen my account. However, it is currently 2/5/2024 and my account is STILL BLOCKED. Furthermore, the business has not replied to me at all.Business response
02/06/2024
Hello,
Nowhere was stated in the last reported BBB by the customer did we say we will reopen it. We stated if the customer can understand our shipping process, we can move forward with a consideration. Due to the consistent harassment and disrespect from this person, we will not offer services to them. We hold the right to refuse this due the apparent reason.Thank you
Customer response
02/06/2024
Complaint: ********
I am rejecting this response because:Perfect Vape (************, etc.) is clearly LYING and GASLIGHTING it's customers.
A customer asking TWO questions over the course of a YEAR is - NOT A BIG DEAL. Any normal company would gladly answer and oblige their customers.
Furthermore, their last statement on my previous BBB complaint was verbatim: "We can offer the account back to remedy this issue".
They said this because they knew their actions were wrong, and there is no ambiguity about this statement.
It's clear that they had NO INTENTION of unblocking the account, and only said this to close the BBB complaint.
This is an example where they were caught red handed lying to their customers.
Lastly, it seems that PERFECT VAPE LLC is NOT A LEGAL BUSINESS in the *****************:
**************************************************************
As such, I will no longer give these RUDE and DISHONEST people my money.
I advise anyone reading this to AVOID PERFECT VAPE AT ALL COSTS.
Sincerely,
****Business response
02/08/2024
Hello,
We are being harassed by this person and will be proceeding with taking legal actions.
Thank you
Customer response
02/10/2024
Complaint: ********
I am rejecting this response because:YOU HAVE BEEN RUDE AND HAVE NOT ATTEMPTED TO RESOLVE THE MATTER AT ALL.
Also, you don't seem to understand that a COMPLAINT HAS BEEN FILED AGAINST YOU AND YOUR BUSINESS.
PROVIDE YOUR FULL NAME AND PROVIDE THE NAME AND CONTACT INFORMATION OF THE ***** OF THE BUSINESS - SO THAT FURTHER ACTION CAN BE TAKEN.
Initial Complaint
01/29/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered product on the 8th. Said allow **** business days. Never showed. There is no one to talk to and communication was done by email. They said because of their legal status of mailing out vape cartridges they had to send it to multiple states. Here it is 1/29. The mail person said they need a signature. Im at work. I refused the shipment and told them to return it. I emailed the company last week demanding a refund and they said they canceled the order and once received they would refund. They still sent it over ********************************************************************************* 5 days. All I want is my money back for product they claimed they cancelled and I didnt receive. There is no human to talk to. They take days to respond to emails and they did nothing they say they would do. Just refund my money. They are stealing at this point.Business response
01/30/2024
Hello,
We do not offer phone support so all of our communications are done through email. None of our emails are sent by bots except the "We Got Your Message" email. The customer threatened a chargeback if no refund was provided on the 25th, this can be seen in the provided email exchange, so we emailed the shipping partner so have the package retruned to us. The shipping partner can take a few days to respond due to their high volume of business and we are not open on the weekends to check emails since weekends are not business days. Our response time can be 1-2 business days at times, this is stated on our auto response email. We let the customer know we reached out to them and told her once the package was set to return to us we would issue a refund. The customer then had the company send the package back herself and informed us of this yesterday, Monday the 29th at 8:57AM. We responded to that email Monday the 29th at 1:02PM letting her know a refund had been issued. Refunds can take **** business days to post, the customer was informed of this on our last email. I have attached both our email exchanges with the customer. She can email us if she needs proof of the refund, the file is too large to attach.
Thanks.Customer response
01/31/2024
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,
****** Christmas
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