ComplaintsforPerfect Vape LLC

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've spent hundreds of dollars and had a problem with my order. I contacted them and very politely asked them to help me resolve my issue (ie. get the vape juice I needed). They gave me a bunch of excuses and then BLOCKED my account and email. I couldn't communicate with them or even order anything else to resolve my issue.

  

  Business response

  01/24/2024

  Hello,

  The customer, *********************, has placed several orders with us in which he asks to change a made-to-order item after the order is placed. We have told him each time that once the order is in, we cannot adjust it as it is made-to-order and has been done. We explained that just because it hasn't been "shipped" doesn't mean it has not been already completed by our Juice Team. The customer fails to understands this after multiple explaining and disagrees with us.

  If the customer can understand this moving forward, we can offer the account back to remedy this issue.

  Screenshots have been attached regarding the communications.

  Thank you

  Customer response

  01/26/2024

  Perfect Vape,

  I understand that you will not change orders after they have been placed.
  

  Please reactivate my account and I will close the case with BBB.

  Thank you
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased items from this company around 4-5 weeks ago and I have found out that they are shipping the E-Cig/ Vapes illegally and that is why it is taking so long. I have asked multiple times about receiving my items and they will not give me a real answer. I just want a refund at this point and I would recommend looking into the practices of this company because what they are doing is illegal in their state

  

  Business response

  01/19/2024

  Hello,

  We're unaware why the customer believes we are shipping our products illegally. We've stated that we cannot ship vape products directly via **** in our state. We can only freight our orders to a facility in ********* and they ship it from there which is legal. If the customer needs more details on this matter, they can reach out to us.

  The customer's order is currently enroute to the customer. Due to certain changes, our shipping can take some time but we *********'ll make it's way to the customer.

  Thank you

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 4 vapes December 18th and states it shipped, they gave me a tracking # & told me to contact Rocketship, which i did twice, the 2nd time ******* @ rocketship said I should contact the Company to get a refund, I tried going on Perfect Vape to get a *********** will not allow me to. I have emailed the company several times with no response. Very frustrating!!!

  

  Business response

  01/19/2024

  Hello,

  I've reviewed the customer's order and tracking details. The tracking shows it was received by the facility but may have some delays in processing.
  We have reached out to the carrier for further details.

  Thank you

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have already reached out to shipping company, they advised me to get a refund. I attached on original complaint. I want refunded
  Sincerely,
  
  ***********************

  

  Business response

  01/23/2024

  Hello,

  We have verified with the shipping courier this is lost in transit. We have refunded the customer.

  Thank you

  Customer response

  01/26/2024

  
  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

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 5 vapes on November 18th and was sent a tracking number on the 20 th that Everytime I put into the tracking number into **** website and it states that the order is still not at a **** location that they are still awaiting the package i email the company and i get the same automated response that the shipping is gonna take 10 days which when i paid for the product i was told flat rate and 1-3 days not 12 plus days

  

  Business response

  11/30/2023

  Hello,

   

  We have had multiple emails with the customer and have informed them that we are currently experiencing a shipping delay. The 10 day estimate is an estimate, shipping can take longer depending on different factors and the customers location. If there is no movement on the tracking for 21 days, we can then issue a refund since the order would be considered lost at that point. Please understand ***** updating system may have some delays and in most cases, updates will appear once it's closer to the customer's area.
  
  

  Thanks.

• Initial Complaint

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company sent me the wrong items and I contacted ****************************************** and they asked for a picture of the incorrect order which I supplied. They apologized and asked if I wanted a return label and once they see the return in transit they will send the correct order. I tried emailing back that this was acceptable and now the customer service email says its disabled and my response cannot go through.

  

  Business response

  11/06/2023

  Hello,

   

  Our email system was down at the time the customer attempted to email us. They ended up emailing us once it was back up and the customer has since been provided with the return label. I have attached a copy of our email exchange. 

   

  Thanks.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i ordered 6 vape tanks for cbd juice on september 25th 2023 and it is now the 2nd of november i still havent got ********** saying delivered on the tracking and they never made it to tn and i have asked them 3 times thru email for a refund and they come back and say they need to contact the shipping partner on it i just want my money back from them i attatched my reciept as well and also they are in the vape band is wat they told me and they are taking ppls money and having someone else in another state thats not band ship them and there not sending the ppl there items they order if there in a vape band they shouldnt be able to sell then and they are and i have tried calling them and its says no longer in service u ask them to call u they wont cus they dont want to herer u so i would appreciate any help u can get for me on this as they think someone is playing games with them i hope and pray i can get my money back as i am on disability my money is hard to come by as well as theres so please help me and they need to be shut down not to reopen if its band there SO PLEASE HELP ME GET A REFUND ASAP i didnt know they was under a band till they just told me about 2-3 weeks ago i also have all the emails that was sent back n forth saying about the band as well

  

  Business response

  11/06/2023

  Hello,

   

  This customers order was signed for and delivered on November 3rd. I have attached a screenshot of the proof of delivery from the courier. We informed the customer multiple times that we could not issue a refund without the order being confirmed as lost and we reached out to the courier to get an update. The courier confirmed they still had the order and it would be delivered, which it was. We cannot offer a refund for an order that has been delivered. 

   

  Thanks.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a box of 10 vapes from this company that were all bad. Returned the vapes to them and they refuse to replace or refund me for them.

  

  Business response

  10/27/2023

  Hello,

   

  The customer originally reached out to us via a return request in which they stated they had two defective devices. They also mentioned returning the other 8 unopened devices. I reached out asking for a video of the defective devices and with info to return the unopened devices. I never received a video, instead the customer opened each devices except one and sent them back to us. We cannot test items at our facility for safety reasons and we cannot accept returns of opened items. The devices have already been disposed since they posed a safety hazard and they were an unauthorised return. We are not able to compensate for the 9 opened items, the customer was refunded for the 1 unopened device. I have attached the email that was originally sent to the customer regarding the requested video and return info as well as our recent email conversation with them. 

   

  Thanks.

  Customer response

  11/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: They decided to throw my product away instead of returning the it to me. They do not get to keep the product and my money. One or the other has to be returned to me. There is no safety Hazzard with an opened vape. They get thrown right in the normal trash. They could have closed the box right back up and returned to sender. Since they disposed of my product they need to either replace the product or refund my money.
  
  Sincerely,
  
  *****************

  

  Business response

  11/06/2023

  Hello,

   

  We will not be able to refund or offer a replacement to this customer. They were informed of our return policy and did not abide by it. The items they sent to us were not an approved return nor were they safe for us to hold onto due to safety concerns of them being opened and used. 

   

  Thanks.

  Customer response

  11/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Again they had no right to dispose of my property. They do not get to keep my property and my money. They will either replace the product or refund my money. The next step will be legal action against this company.
  
  Sincerely,
  
  *****************

• Initial Complaint

  10/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The problem is I ordered from Pefvape and I ordered priority shipping 1 to 3 days. After I order I come to find out they have to send it to a third party to ***** takes about 8 days. After ***** you should receive it within one to 3 days cuz it was priority shipping 1 to 3 $10.00 flat rate for 1 to 3 days shipping. So right there they lied and knew that it would not get to their customer within 1 to 3 because they had to send it to a 3rd in ***** is that considered fraud since they did take money saying it would be there in one to three days knowing they had to send it to ***** and then send it out? Anyways I paid a 10 dollar flat rate for one to three days. What they knew was not possible because they had to send it to ***** today 3rd party. Is that fraud or some of reception or something money from some promise it and a certain time knowing that's not what you're going to do? So it finally got to ***** after 8 days then after that I did receive it within 3 days the whole experience was 11 to 12 days. I got the product and I started vaping one and it didn't taste right so I opened another one try it and it didn't taste right so I open the third one and the same thing it didn't taste right. I reach out to the company and they're given all these excuses first is I can't control the taste but I'm pretty sure they are expired and the boxes have lot numbers and dates on them I just don't know how to read them they didn't even ask for them to even see they simply told me it was past my time and they would not refund me. Well the funny thing is one of them stopped working pretty quick and I emailed them within the time limit telling them that one is totally not working oh it has nothing to do with the taste it just doesn't work. So that one was caught in time and hour later another one stopped working and again they said it's past the time which wasn't. I emailed them and try to reason with them to make this right they don't care I have all the truth I just want a refund!

  Customer response

  10/21/2023

   It so bad I'm actually thinking about getting a lawyer from the abusive behavior and just the way they treated me So now that I have a little time to think about it yes I have emotional distress it's had me very upset since having these conversations I feel down I feel belittle I feel like I just got robbed by a company that doesn't care and a lot of other emotions. At first I was willing to work with them and just get  refund on one even knowing the other two that I bought didn't work either but now after all they put me through that I just named above I want a full refund of everything plus shipping and I'll be more glad to have them product ship back to them(on there time) so they can see for their self that they are defective or something's wrong with them like most companies would to understand the problem and fix it so it doesn't happen again. I was going to ship them back at no charge but now it's on them if they want these back and see what and why these Vapes are having problems but they don't care to take them back because they are not going to do anything to make it right. I will spend not another Dollar on this company. After repeated abuse been calling a liar being yelled at humiliated and there's nothing wrong with them it's all me.  I didn't want to go through all this and take it this far but at some point when you get humiliated lie to yell at called liars several times them telling you you didn't send this you didn't send that when I know I did it is just ridiculous I did my very best to try to work out with this company but they I'm not trying to work out nothing. Should have stuck with my instinct when I read the reviews they're either expired effective or something they have so many bad reviews it's unreal. And every vape box has a batch number a date it was made and an expiration date they didn't even ask for any of that information on any of the boxes

  Customer response

  10/21/2023

  I do have all the information such as price order number and all that I didn't see that until after I was reviewing the complaint. But the company should know just by my name exactly what order that we're talking about as many as emails as we exchange

  

  Business response

  10/24/2023

  Hello,

   

  We have already had contact with this customer and informed them that it was past the 72 hour warranty period to report defective items. This 72 hour warranty period begins when the package is delivered. We also cannot compensate for the taste of devices since neither we nor our distributors can test it. We are currently experience shipping delays which the customer was informed of when we had our first email with them. We are unfortunately not able to compensate for any of the devices due to it being past the warranty period and us not compensating for taste. 

   

  Thanks.

  Customer response

  10/24/2023

  
  Complaint: ********
  
  I am rejecting this response because: I did contact the company within 72 of delivery. I reach out through the website, phone and email. When they got back to me it might of been past the 72 hours but when I first contacted them though email, website and phone it was within the 72 hours. The person I spoke with had a additude and was very rude. He was upset about how I got the email that I had. I explained to him another person from the company gave it to me. So from the beginning of the conversation he was rude and so on. About the shipping when I ordered it said I would receive within 1-3 days it took 11 are 12. Yes we did talk about shipping taking way longer than expected and he said the were having problems with shipping not my problem never did I say I was ok with it taking that long expectedly when I paid $10.00 for shipping that's why you pay the flat rate to get it within 1-3 days. For the vape products yes they can't help they taste bad but after using one for a hour are two it started blinking red and no longer works. So yes I did contact them in time and got 1 out of 3 stop working and who pays $10.00 for shipping that takes 11 to 12 days. That's not what the website said and the person on the phone admitted  they were having shipping problems well that's not my fault or my problem that's why I paid $10 for shipping to get it within one to three days. So I'm am only asking for them to refund me for the 1 vape and shipping cost. I think that is fair because I did contact them within 72 hours and 1 stop working and took ***** days to receive my products as mentioned above. 

   

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

  

  Business response

  10/25/2023

  Hello,

   

  We are unfortunately not able to compensate for any of the devices due to it being past the warranty period. The 72 hour warranty period begins when the package is delivered. We also cannot compensate for the taste of devices since neither we nor our distributors can test it. We are currently experience shipping delays which the customer was informed of when we had our first email with them. I was the representative emailing the customer and I was never rude to the customer nor upset that they were emailing our customer service email. I have included our email exchanges.

  
  Thanks.

  Customer response

  10/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Yes you did notify me about the shipping taking ***** days in a email after I had emailed you. Which I told you then that I paid for 1-3 shipping and it took 11days. I told you then you can't charge someone for 1-3 days and you said you were having a problem with shipping and I told you well that's not my problem I paid for one to three day shipping and it took 11. And basically you told me that's not your problem that's why I got the BBB involved.  When I placed my order I paid the $10.00 shipping for 1-3 days shipping that's what it said when I ordered and placed it. Who would pay $10 for a package to take 11 days? It would be different if it was free shipping then there's no guarantee when I receive it. That's what I paid for shipping for to get it in a reasonable time.   I don't know why your  sending the package from ********  where you're located then to ********* then it gets shipped to customs. I don't know how long it took to get from ******** to ********* because the whole time when I tracked it it said waiting on shipper to pick up shipping label. Why send it to ********* and then the customer because you're trying to get around the signature is that maybe another reason why you're having shipping problems? Again not my fault.  I'm just guessing here but I think I'm right.  So you send it to ********* and then send it to your customers so they don't have to sign for it?  About going back and forth about you saying I didn't contact you within 72 hours it's totally not true. I did just because it took you longer to get back to me doesn't make it right for you to say I didn't contact the company within 72 hours because I did. And yes about the burnt taste you can't do nothing about that but I said one of them stopped working after 1 to 2 hours that has nothing to about a burnt taste it stopped working. 

  

  Business response

  11/01/2023

  Hello,

   

  The customer was notified of the shipping delay when the originally emailed us. All packages sent out of our facility require a signature due to the nature of the items we sell. Some delivery drivers may not attempt to collect the signature. The customer reported the non-working items past the 72 hour warranty period and we will not be able to compensate for any devices reported past that period.

   

  Thanks.

  Customer response

  11/02/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** When I place the order I was to get my order in one to three days that's what it said when I place the order on your website if it changed by now it wasn't like that when I ordered. I would  never paid $10 for shipping to wait for a package to get it whenever. So you charge $10 for shipping and you give the customer no timeline. And just because you're having problems with your shipping it's not my problem. Yes I emailed you about the problem and then was notified about the shipping problem which was handled very poorly and basically in the email you said you were having shipping problems also it's been past my 72 hours to report a problem yeah it was when you got back to me but when I emailed you it was within 72 hours. I never signed for any package. Which I did receive my package 11 are 12 Days later. So you say every package has to be signed for well I never signed nothing obviously that's why you send it to ********* and then to your customers so you can get around the signature. I'm just glad to have this on the BBB so people can see it and see what just kind of company you are and how you treat your customers. Everything about this whole experience from the shipping to the product was awful. I'm not going to keep going back and forth you got my money keep it. I will never order from you again I learned my ****** and hope somebody else will see this and they'll know a little bit more about your company. Thank you have a great day. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My first order with this company took almost a month to fulfil. It was marked shipped when in fact, it was not. Upon contacting customer service to inquire why my shipped product (without tracking number) never arrived they said they wanted a copy of my ID. They did not request it until I asked about it and after they marked my product shipped.I did eventually get that product.I made another order that as of this writing (and pushing a month again) has not arrived. I did however receive the wrong order. The company insists that I ship them back the incorrect product BEFORE they send the correct product. Given that this company has not been even close to reliable at any point I refused stating I would ship the product back AFTER they fulfilled my original order. They refused and have since become silent.

  

  Business response

  09/14/2023

  Hello,

   

  The customer has refused multiple times to ship the incorrect items back to. Unfortunately this is our policy. We did offer to reship the order once the items were in transit which was an accommodation but the customer still refused. The customer threatened a chargeback and then in their final email stated they had now filed a chargeback and to not contact them again. Since the customer is uncooperative with our policies, we are not able to offer assistance. Attached are copies of our email exchanges with the customer. 

   

  Thanks.

*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. ↩