ComplaintsforPerfect Vape LLC

• Initial Complaint

  09/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered $48 of vape products, upon waiting 2 days for my order to start getting fulfilled I emailed into them and asked to cancel my order because fulfilment would take too long for my needs. The next email I recieved was that my order had been declined however I was charged and never refunded. I emailed them 3 times with no response.

  

  Business response

  09/06/2023

  Hello,

  This order was under suspicion of the customer being a minor in which we asked for an age verification as required by the law for selling regulated products.

  The customer did not reply and has not sent any further messages.

  Attached are the screenshots of our request and no response.

   

  Thank you

  Customer response

  09/08/2023

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

  Company is a straight up lying corporation. 

  3 follow up emails were sent from their website with no response from the business as I believe they blocked my email. Also, order was requested to be canceled BEFORE any communication of "under age suspicion". I am able to provide my age identification to the BBB. I will not provide it to this company because I believe they are a scam. I still have been charged for this product. This company is a fraud who uses fine print to scam people out of paying for orders that will be declined. Where was I asked for age verification prior to my order being processed and payment accepted? To be told its been declined for such a matter is bogus as age verification was not asked for until AFTER I asked to cancel the order. Age verification can be provided regardless, a refund is demanded.

  

  Business response

  09/11/2023

  Hello,

   

  We never received any further emails from the customer after we sent our age verification request. Their email was not blocked. Attached is a screenshot of our email conversation. Since the customer is under suspicion of being a minor we will need an age verification to proceed with a refund. Once this has been provided we can refund the order. 

   

  Thanks.

  Customer response

  09/14/2023

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

  Company is once again lying about not receiving any further emails.

  Identification was provided for the person receiving the order. Company then requested additional verification for the person listed on the billing address. Identification was provided once again.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered 3 disposable vapes from this company. They were supposed to be Geek Vape pods in Strawberry/Watermelon flavor. I received two Elf Bars in two totally different flavors, not 3. I was charged for the 3 vape pods and they only sent two.

  

  Business response

  08/25/2023

  Hello,

   

  I have reached out to the customer via email to request photos of the incorrect items and to resolve this issue. Once these have been received we can refund, store credit, or reship their order. Attached is a screenshot of my email. 

   

  Thanks.

  Customer response

  08/28/2023

   
  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

  08/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order product 2 almost 2 weeks ago and was told they are shipping product to ********* and then to customers to get around laws in there area .no where on there site is this listed as the way they ship product .and no warning was given about this problem .I'm on disability and can't afford new product I ordered 2 weeks ago

  

  Business response

  08/22/2023

  Hello,

   

  The customer's order is in transit and we have provided them the tracking number over email. The tracking shows that the package is on the way to them and we cannot refund packages that are in transit. Attached is a screenshot of the tracking.

  Thanks.

• Initial Complaint

  08/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company received my payment for product but did not provide product or a requested refund . This company tried to trick me into paying twice by claiming my payment was declined . Company customer service . does not respond to my multiple emails

  

  Business response

  08/07/2023

  Hello,

   

  I am unsure as to why the order was declined with no refund. I have issued a refund. We did not receive any emails from the customer regarding this issue. If the emails were sent to our admin email, we do not have access to it. We can be contacted at ******************************************* The customer can expect the refund to be deposited in **** business days depending on their financial institution. We do apologize for any inconvenience this has caused. 

   

  Thanks.

  Customer response

  08/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I contacted this company's customer service email multiple times and requested a refund they said my Payment was declined when in fact it had been paid to **** Services .  I do not want to post my email chain . They sent me no product . They now say they will issue a refund after contacting the BBB . Yet type this I have not received a refund from this company .    

   

   

   

   

   

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

  

  Business response

  08/09/2023

  Hello,

   

  As stated before, I am unsure as to why the order was declined with no refund. We did not state the payment was declined, the order status changed to declined which can be for multiple reasons. I have issued a refund and it shows it was settled on the 7th of August. We did not receive any emails from the customer regarding this issue. If the emails were sent to our admin email, we do not have access to it. We can be contacted at ****************************************** for any future issues. Attached is a copy of the refund receipt which was settled on the 7th of August.

   

  Thanks.

  
  

  Customer response

  08/09/2023

  This company said they didn't get my email responded to my email twice trying to get me to send more money . A company is only as good as their word . I don't like being outright lied to about their mistakes . They did finally give me my money back after wasting a huge amount of my time .

  Customer response

  08/10/2023

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

  Sent 8/9/2023 6:08:44 PM

  This company said they didn't get my email responded to my email twice trying to get me to send more money . A company is only as good as their word . I don't like being outright lied to about their mistakes . They did finally give me my money back after wasting a huge amount of my time .
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/03/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with Perfect Vape on July 13th 2023. The status of the order showed that it had been shipped on July 14th 2023. There was no shipping confirmation number or tracking number available. I still had not received my order as of August 2nd 2023 so I contacted the company to ask for a refund because I had not yet received the order and there was no tracking information available even though the order showed that it had been shipped. The company's response to me was that I needed to file a lost/ stolen package report with **** because their information showed that it had been delivered. There was no other resolution or response received by the company other than to file a lost/stolen report with ****. Due to the nature of the product that was being delivered, the order should have required an adult signature for the package to have been delivered which there was not, therefore, the package could not have possibly been delivered. I spent $136 on product that I have not received and I feel that I have been scammed by Perfect Vape. I would just like a refund by the company and an apology for their lack of providing any assistance other than for me to file a lost/stolen report with ****.

  

  Business response

  08/03/2023

  Hello,

   

  On August 2nd, the customer emailed us to let us know they had not received their order yet. We informed the customer that their order has been delivered on July 17th and if they did not receive it that they would need to file a lost package report with **** since they are the carrier. Depending on the delivery person that is handling the package, they may not require for the signature to be provided. We are not able to file missing/stolen package reports. It is possible that **** misdelivered the package so we will need the results of the lost/stolen package report to be forwarded to us for compensation if this is the case. Attached is a copy of the tracking for the order, a screenshot of the policy on our website that was agreed to when ordering, and a copy of our email exchange with the customer. 

   

  Thanks.

  Customer response

  08/03/2023

  
  Complaint: ********
  
  I am rejecting this response because at no point was I informed that I was to send them a copy of a lost/stolen report with ***** In their original email I was only informed that I was to file a lost/stolen report with **** if I had not received my package. Their original response is included in the email communication that they attached to their response. Also, I did see their shipping policy on their website but I was never supplied with any tracking information until I emailed them on 8/2/23. I checked my order several times for tracking information after it showed shipped on 7/14/23 because I was unaware how the order would be shipped. The company does not supply delivery information when an order is placed. You pay a flat rate of $10 for your order to be shipped but are not told what company would be delivering the product so it has been a guessing game for me since I placed my order on July 13th. I wasn't even given the opportunity to cancel my order because one of their policies is that once the order shows that it has shipped you can no longer cancel the order. I placed the order the evening of July 13th and the order showed shipped already the morning of July 14th with no tracking information available. I wonder if the company does that on purpose so that people are not given the opportunity to cancel their orders if they decide that is the avenue they would like to take. I believe this company has many policies that prevent them from having to take responsibility for situations that involve providing refunds or replacements. My original response to them was that I had not received my order as of August 2nd even though it had shown shipped as of July 14th and that I wanted to cancel my order. Again, there was no tracking information available for me to see until they provided it in their response. If I had received my order, I would not be going through all of this. 
  
  Sincerely,
  
  ***************************

  

  Business response

  08/04/2023

  Hello,

   

  The package shows it was delivered so we are not able to offer any sort of compensation unless ***** investigation shows it was misdelivered on their behalf. We will need the email they send the customer to be forwarded to us. We ask our customers to reach out to us if they do not receive the tracking email since we have no way to know if they received it or not, this is stated in the "Order Shipped" email that every customer receives. Our order processing time is 1-3 business days and the order was fulfilled and shipped within a day, so it is within our time frame. 

   

  Thanks.

  Customer response

  08/09/2023

  
  Complaint: ********
  
  I am rejecting this response because In accordance to congressional amendment to the **** Act (Dec 2020), All vape shipping deliveries, Require Adult Signatures beginning March 27, 2021. An adult (21+ years of age) is required to provide a valid government-issued ID upon delivery and must sign for the package.  If my package was shipped via ***** the package would have been shipped illegally which will be reported to the proper channels. How is your company delivering vape products via **** when it is illegal to do so and how are you getting away with it?

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

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order for a vape on Sunday, July 16, 2023 for a Vape. It was for an Elf Bar Blur Razz ice .I told my son I quit vaping and didn’t want him to know, so I ordered it and put it in my 19 year old cousins name without her knowledge. I was planning on having it mailed to her address and in her name, without her even knowing . The only problem with that is, she went away on vacation for 2 weeks with my aunt and uncle, and wouldn’t even be around to accept my package. I didn’t find out about my cousin until after I already ordered the vape. So I immediately emailed PerfectVape.com and asked them in a nice way to cancel my order. I told them that if they couldn’t cancel the order, to just send it to my actual house in my name. That’s when I saw my order was declined but my $27 payment was never refunded. They’re trying to play games and say that I’m buying for a minor or something crazy like that. That if I want my vape or my money back, I have to send them a picture of me holding my ID. Well, that’s exactly what I did. But that wasn’t good enough. They wanted a picture of my cousins too, even though she had absolutely nothing to do with this. This whole situation is just absurd and ridiculous. The funny thing too is that my previous order was in my cousins name. It wasn’t a problem then. I can’t get in touch with my cousin because they’re in Europe for 2 weeks. I am so freaking angry, you have no idea. PerfectVape.com just robbed me $27 for no reason. They think I’m buying for a minor or assuming so, which 100% isn’t true, when they illegally ship flavored vapes and vape juice to NY and NJ when they’re not supposed to. Isn’t that so hypocritical? Like wtf? The messed up thing is that the damn vape really was for me. It’s for ME. Nobody else. Just me. I want my $27 back. I will not give up and will fight to the end. I don’t care how little $27 is.

  

  Business response

  07/24/2023

  Hello,

  The customer has openly admitted to purchasing under a minor's information which is illegal. New York's legal sale and smoking age is 21 which I have attached a screenshot proving. 

  We have asked both the customer and the other person to provide an age verification which they did not comply with. As our policy states, in effort to deter purchases from minors and person(s) selling to minors, we cannot provide a refund without an age verification. From here, we will be escalating their information to our legal team and take legal actions.

  The customer is unaware we are in legal jurisdiction of selling vapor products to the state as we are a registered wholesaler.

  Thank you.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On July 10 I ordered $299.70 worth of products from PerfectVape. The only shipping option I was given was priority mail for $10.00, with no option of additional shipping insurance. The order was shipped the next day, July 11 , and tracking (#**********************) gave an ETA of Friday July 14 by 9:00pm. The package never arrived, and tracking changed to "waiting for ETA" while saying the package actually ended up somewhere in ******* *********, which makes no sense because every other time I've ordered from them, which is multiple times every week for the past two months, it's always shipped directly to ******. , Now , as of this morning, tracking says my package is in ********* ******! I called **** and was told I need to file a lost package claim. I reached out to perfect vape regarding my package being lost, and have not gotten any response. The seller is responsible for the package until it gets delivered, and needs to reship or refund my money if the products I PAID FOR never get delivered.

  

  Business response

  07/17/2023

  Hello,

  The customer had reached out this morning and stated they had received the package and everything is fine now.

  Here's the conversation thread:

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

   

  Thank you!

  Customer response

  07/17/2023

   
  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,
  
  ***************************

  Customer response

  06/06/2024

  I placed an order for 336 disposable vapes at the price of $3,993.56. After two weeks of waiting for delivery, I just received one 16lb box containing only 79 disposable vapes. Usually if an item is out of stock, they let me know when they ship , and they credit me for what is missing. But none of that was done. I was notified my order was shipped (not partially shipped). I spend a lot of money with them, and this needs to be resolved!

  

  Business response

  06/11/2024

  Hello,

   

  We have already had communications with the customer regarding their recent order. The order was shipped in two separate boxes due to the large quantity of items. The customer was provided with this information via email as well as provided the tracking numbers. 

   

  Thanks!

• Initial Complaint

  07/12/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on 6/19/2023 for a total of 14 disposable vapes. I received my package on 6/23/2023 with only *********** 14 vapes inside. I immediately sent an email to customer service and let them know that I want missing parts of my order and exactly which ones. There was no packing slip in the envelope or anything. I asked if they could ship the missing items. I have yet to receive anything. I know Im only one person but I dont think this is right. I asked for an update and they said they had asked for photos. I dont recall any request of that nature or I would have sent one. Now they also want a photo of the packaging and I dont still have that. What am I todo with that. I just want the vapes I bought. Thats all.

  

  Business response

  07/13/2023

  Hello,

   

  The customer put in a return request for four items they said they did not receive which I personally responded to on the 26th of June. Attached is a screenshot of that email that was sent to the customer. The customer never responded to that email. On July 9th, the customer reached out to us via our customer service email stating that they hadn't heard from us to which one of our representatives informed them that we had sent them an email that they ignored. The customer stated they would send a photo of all the items they did receive as originally requested once they got home that day since they still have all the items. The customer reached out the next day stating they did not appreciate how this was handled, to forget about the missing merchandise and that they were no longer going to be shopping with us. Attached is a copy of that email conversation. We never received the request photo and the one that was attached is not of all the items the customer states they received. We have not received the photo in a timely manner so we are no longer able to compensate. 

  Thanks.

  Customer response

  07/13/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I feel as though you didnt handle it properly regardless of what I said. As a business you should have tried to make it right but perhaps thats my expectations were set a little too high or perhaps I shouldnt have had any at all. 
  Sincerely,
  
  ***********************

  

  Business response

  07/13/2023

  Hello,

   

  We responded to the customer's return request promptly on June 26th and we received no response. When the customer reached out to our customer service email on July 9th, we informed them of this and we were still not provided with the requested photo even after the customer said they would send it. The next day the customer told us to not worry about the missing items, that we did not handle the issue correctly, and that they would no longer be shopping with us. Copies of this exchange were provided in my initial response. The requested photo was not sent to us in a timely manner so we are no longer able to compensate. 

   

  Thanks.

  Customer response

  07/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  07/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have made a few orders with perfect vape with no issues whatsoever, but now that I have had an issue I am very disappointed in their customer service.I went on the website and opened my most recent order from perfectvape & clicked on "re order" for the 90%VG base that I had previously ordered. I recieved the wrong product, I received 90%PG instead of the reordered 90%VG. I contacted customer service and was informed there's nothing that can be done.This is not the you treat a customer. They can clearly see the previous order that I reordered from is not the same as what I received.

  

  Business response

  07/06/2023

  Hello,

  Customer has stated they ordered the ratio of 10PG/90VG. I've attached the invoice to show what the customer had ordered. They claim there was an issue with our system through the "reorder" button in which is impossible due to the coding systems of the button. A glitch could not occur for this neither. We tested it several times as well and it shows no issues. We have many customers who use the "reorder" button and have never came across the issue which leads us to believe the customer may have just pressed the wrong ratios. Our e-liquids and components are made-to-order and are not returnable. We ask our customers to double check their orders at the confirmation page as we do not edit products on orders and only process what the customer purchased in their invoice.

  Thank you

   

   

   

  Customer response

  07/06/2023

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

  I have attached a screenshot of the order from which I reordered the base. It clearly shows 90%vg. Clearly something got messed up in the ordering system or fulfillment & this genuinely upsets me that they are not correcting those issue. I may not be their largest customer by any means, but I am a customer and feel I am not being treated right.
  
  Sincerely,
  
  *****************************

  

  Business response

  07/10/2023

  Hello,

  We ask customer's to verify their information including purchase products before placing the order for this reason. We are a wholesale company and our e-liquids are made-to-order and final sale.

  We cannot fix anything if the customer ordered it.

  Thank you

  Customer response

  07/10/2023

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

  I have already submitted the screenshot of the reordered item and the company still refuses to acknowledge their mistake. It is unfortunate that a customer is treated this way.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered on June 7th, it took about a week for the order to be full filled and shipped. It was shipped on the 15th of June and it is now almost the end of the month and I still have not got my package or my tracking number for these items. The order number was #*******. I still have not gotten any updates from perfect vape.

  

  Business response

  06/30/2023

  Hello,

   

  It seems the customers order has been lost in transit. I have reach out personally to offer a refund, store credit, or a reship of the order. A copy of my email to the customer has been attached.

   

  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. ↩