Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
11/09/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered 10 different disposable vapes from perfectvape. 3 of them were dead and the juice was spilled. Dead on arrival. I have contacted them 2 times now and no response I payed $13 each I believe and payed priority mail to ship them. I would like to get a replacement or a refund for those 3 items
Business response
11/10/2021
Hello,
A representative did respond to you twice asking for an age verification. I also just sent you an email for the age verification.
Thank you
Initial Complaint
11/08/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I placed an order with Perfect Vapes on Oct 22 2021. I received an email on Oct 26 2021 telling me my order had been shipped. I contacted them Nov 3 2021 asking where my order was. I did not have a tracking number to find it myself. They responded with, you should receive an email from Stamps.com later this week with your tracking information. I have yet to receive this email. I have sent 3 more communication emails from their site since then. They have yet to respond. I understand things are different now but do not **** a packaged shipped unless it is actually shipped. All I want to know is where my package is and what is my tracking number. The first time I bought from them it I received it within a couple of days. This time it's not even close. They didn't waste anytime taking the money from me.Business response
11/09/2021
Hello,
I do apologize for the delay. We have only received one other email from you regarding this issue on 10/08/21 that has not been responded to as of yet. Your order was shipped. We have checked the tracking information and it looks like it was lost in transit. I have reached out to you to let you know the next steps.
Thank you
Customer response
11/09/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID16113113, and find that this resolution is satisfactory to me.
Sincerely,
Christine *********Initial Complaint
10/29/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on 10/16/2021, in which was informed my products would be shipped within 10 business days. After 13 days, I reached out to the company to get an update. Not only was the responder for the customer support email rude, they were so quick to refund my order rather than help me, the customer. I sent TWO screenshots in the email with my order confirmation and shipping/billing information. The representative kept informing me that I selected a pick up in store when I didnt. 1. I live across the country. 2. I provided TWO examples of my shipping confirmation. One from the email confirmation and one from my account information on the website. The customer support representative was so adamant on charging my card an additional $10 for shipping fees. I kindly asked for my items to be shipped without an additional charge because 1. I do not authorize the additional charge and 2. This was an error on their end. For me being a first time buyer/client/customer, I believe I was treated with zero respect and zero courtesy. This company cares more about quick responses and a $10 shipping fee rather than showing empathy and assisting the customer. This website was referred to me and I am unbelievably unsatisfied with how my order concern was handled. When I asked for a supervisors contact information, the rep was extremely rude and wouldnt provide the correct contact info. Instead, the rep responded that my order was cancelled and refunded. When thats not the result I was looking for. Nor my permission.Business response
11/01/2021
Hello,
I do apologize for the issue that has occured. The customer service representative that spoke with you was not rude in any way. No one was trying to charge you an extra fee for anything and we do not just charge customers cards without their authorization. You emailed us about your order and we let you know that you chose in store pick up. We asked if you would like to pay the 10.00 shipping fee. You sent a screenshot saying that you paid for shipping but as you can see by your screenshot their was no shipping fee paid. We also sent you a screenshot of your account showing that your order said " in store pickup " and no shipping fee was paid. You were not understanding and you were refusing to pay the shipping fee. You order was then canceled and your payment was refunded back to the card used.
Thank you
Customer response
11/03/2021
Complaint:16075115
I am rejecting this response because:per my email: There wasn’t a shipping fee when I placed the order originally. Not sure if it was coupon or something with being a first time buyer/new account…? As you just stated in your email, “sending me a screenshot showing you (me) selected shipping when it the screenshot it shows you did not pay any shipping fees”. Then you tell me “nor did you select shipping”. However about 12 words prior to that exact quote, you stated “showing you selected shipping”. Because there was no shipping cost, is not my/the buyers fault. As shown in my screenshots, as well as mentioned in your email, I DID select shipping. Thank you.
Sincerely,
Kayleigh *******Business response
11/03/2021
Hello,
It looks like you misinterpreted the email. We were not stating in the email you selected shipping. The reply said that you sent a screenshot showing that you paid for shipping when it says 0.00 in the shipping section. You did not pay for shipping and your order was awaiting pick up. Your order was refunded and if you would like to place a new order you can do so through our website. Our shipping cost for everyone is a flat rate shipping of 10.00. When you asked for a supervisor's phone number I did let you know that I was the customer service manager and asked if you would like me to give you a call and you said no because you were going to report to BBB and contacted someone else so the conversation ended.
Thank you
Initial Complaint
10/27/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On Friday October 22nd 2021, I placed order #*******, a 100$ order, it is now currently Wednesday October 27th, and it has not shipped out yet, I order from this site almost every week and every order is shipped out within 2-3 days, not more than 5, I had problems with this business last year when I first started ordering and then for months every thing was smooth and sound, but now they won’t ship this order outBusiness response
10/27/2021
Hello,
You were emailed to the email address that you have on your account regarding this issue. You placed your order on 10/22/21 after hours. We are closed on weekends. Your order was received on 10/25/21. As stated on our website awaiting fulfillment can take 1-10 business days to process.
Thank you
Customer response
10/27/2021
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16066421, and find that this resolution is satisfactory to me.
Sincerely,
Craig *********Initial Complaint
10/22/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a neon rain 1300 Hyde and it showed up with juice on the outside of the vape, I wiped it off then went to use it and it does not work if possible could I be sent another or something along that lineBusiness response
10/25/2021
Initial Complaint
10/20/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I bought 11 hyde vapors from this company. I opened 1 of the vapors and it was defective. I tried to use it and it wouldn't vape. I tried to charge it thinking it might just be dead, but it wouldn't charge either. I tried to return it bc I paid over 15 for it and it is defective. They rejected my return. It is very visible that it is full. I want my money back or what I paid for. I have no problem sending the item back for them to see that it is defective.Business response
10/25/2021
Hello,
I do apologize for the issue that has occured. All disposables vapes have a 48-hour warranty and this is stated on our FAQ page that has been recently named contact us. We are a wholesale company so we do not make the product we do purchase all of our products from the manufacturer. You did receive your products on 10/14/21. You contacted us on 10/20/21 and one of our agents did let you know that it was past the 48-hour warranty. Sorry for any inconvenience this may have caused you.
Thank you
Initial Complaint
10/07/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Sold vape products to a 14 year oldBusiness response
10/11/2021
Hello,
I do apologize for this. Could you contact us at [email protected] so we can get this handled.
Thank you
Initial Complaint
10/04/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a box of 10 disposable vapes, each was individually packaged but sold as a box of 10 which I received on 9/24/2021. Today is 10/4/2021 so it has been 10 days since receiving the products. As I started to use the vapes, I realized that this is a defective box. So far I have attempted to use four of them. One of them does not work AT ALL, you can see that there is liquid in it, but the light doesn't come on and it is not possible to smoke. One of them leaks terribly, one randomly turns on and off by itself, and the fourth one's battery died in one evening. I contacted Perfect Vape about this issue, but they informed me that I was supposed to have opened and tried all 10 vapes within 24 hours to be eligible for any kind of refund. Obviously this policy was designed with the knowledge that no person would open an entire box of vapes in two days, thus saving themselves from having to provide a refund for defective products. This was a $112 purchase.Business response
10/11/2021
Hello,
I do apologize for the issue that has occured. I see that you did receive the items on 09/24/21. We do ask customers to check all items upon delivery. All disposables have a 48 hour warranty. You stated that as soon as you opened the box you realized they were defective. You did not contact us letting us know the items were defective when you noticed the box was defective.
Thank you
Customer response
10/11/2021
Complaint: 15988067
I am rejecting this response because:No, I did NOT say that I realized the items were defective upon opening the box. Please reread my complaint. Over a period of 10 days (at which point I contacted customer service) I had been trying to use the vapes, one at a time, not all at once. I will quote " So far I have attempted to use four of them. One of them does not work AT ALL, you can see that there is liquid in it, but the light doesn't come on and it is not possible to smoke. One of them leaks terribly, one randomly turns on and off by itself, and the fourth one's battery died in one evening." There is no way I could have known the entire box of vapes was defective as they took time to reveal their defects. I have 5 left that are still unopened. I also find interesting upon reading other customer complaints about perfect vape on the BBB, that you have informed OTHER customers that once they have opened they product they have "accepted" it and therefore it is not eligible for a refund. Those are contradictory statements obviously designed to prevent anyone from receiving a refund for defective products! I deserve some compensation for your sale of faulty products!
Sincerely,
Margaret *****Business response
10/14/2021
Hello,
I do apologize for the issue that has occured. If you would like to send us the unopened items back we can refund you for those items. It is stated on our website all disposables have a 48 hour warranty. You contacted us after 48 hours. For our address to send the unopened items back please email us at [email protected]. Customers that email us after they have used the incorrect product for days do not receive a refund because that means they accepted what they received. On our website it states all items must be unopened and in their original packaging.
Thank you
Customer response
10/19/2021
Complaint: 15988067
I am rejecting this response because: The entire box is defective. Their return policy does not give them any responsibility for selling defective products.
Sincerely,
Margaret *****
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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.