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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/05/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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.
Initial Complaint
06/16/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered 3 days ago 6/13/23, Order #*******, it had shipped the same day. I just wanted to make sure everything with it was still okay as I never receive tracking numbers when ordering, though the last time I ordered it had came. Just want a tracking number or confirm that it is on the way. Other than that the site is legit and reputable coming from me.Business response
06/19/2023
Hello,
We ask our customers to email us if they cannot locate their tracking numbers in their email.
This order was delivered on June 17th. Here is the tracking:
**********************
We have also reached out to the customer with the tracking details.
Thank youInitial Complaint
06/09/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on May 31st, and it was shipped June 1st. I never received any email or message with a tracking number, nor is there one on my account online. I emailed customer service 2 days ago asking for a tracking number and have yet to receive a response. My order number is #*******.Business response
06/13/2023
Hello,
The customer reached out and we responded the same day with tracking details. The product was delivered on June 5th, 2 days before the customer reached out.
Thank you
Initial Complaint
05/03/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
This company sent me a vape that doesn't work at all, and one that tastes old, like chemicals. They refuse to refund me for either one or let me send the items back. They said that 1. They "don't refund for taste or flavor" (even though that is not the issue, it's not that I don't like the flavor, I think the vape is too old/not new" and 2. I had to send a VIDEO proving that the other vape won't puff or emit any vape/work and when I went to send the video they said it was "too late" (9 days later). Now they won't refund me for either vape, and won't let me return them either. They said all they can do is a "one time courtesy store credit" and I do NOT want this or to do business with them!Business response
05/04/2023
Hello,
The customer put in a return request and we reached out on April 24th asking for a video of the non-working device and to let them know that we do not compensate for the taste of disposables. This is because neither we nor our distributors can test it. We were not contacted by the customer until 9 days later on May 3rd so at that time we were unable to offer any sort of compensation. The customer emailed back and since the customer was a rather new customer we decided to offer a one time accommodation of store credit. We are unable to offer a refund or a replacement device and we also do not allow returns of opened devices. Attached is a copy of our representatives email exchange with the customer.
Thanks.
Customer response
05/05/2023
Complaint: ********
I am rejecting this response because: I need a replacement device at no cost to me or a refund for the device that doesn't work.
Sincerely,
*************************Business response
05/10/2023
Hello,
The customer has already received a one-time accommodation of store credit for the device due to ** not receiving a video of the issue in a timely manner. We are unable to offer a refund or replacement, however the customer can feel free to use the given store credit however they would prefer. Attached is a screenshot of the customers account that shows they were given a store credit.
Thanks.
Customer response
05/11/2023
Complaint: ********
I am rejecting this response because: the item is defective and needs to be REPLACED at no cost to me.
Sincerely,
*************************Initial Complaint
03/18/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered an electronic kit on their website that was supposed to include almost everything necessary for the unit to work. I paid over 100 dollars for a complete kit with a vape mod, an atomizer tank, 2 extra atomizers, an extra tank glass, a tool to replace the atomizers and i even ordered 2 extra packs of atomizers for that specific tank in their advertising, whoch was attached to the same page i purchased the kit from. I just received in the mail nothing but the mod and the 2 coil packs. This is the 2nd time in a row they've sent me the wrong item and last time they tried to refuse to give me my money back (in place of store credit.) as well as making me pay extra to ship the items back to them before conclusion. I have contacted them however after the way I was treated last time, I'm coming straight here. Please help me get the items that I thought I had purchased. I will never use them again, for anything. I'm mad at myself for giving them another chance.Business response
03/20/2023
Hello,
We do apologize for the incorrect item the customer received. I have issued a refund for the price of the kit and reached out to the customer as well informing them of this. It may take **** business days for funds to be deposited depending on the customers financial institution.
Thanks.
Customer response
03/21/2023
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
02/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
That company sold vapes to my child on January 2nd, 2023. I've returned the products unopened and unused. The Company refuses to give me a full refund and kept the returned products. The first email I've sent the customer service provider said I'd get a full refund once the product was sent back to them. Now that they have the product back, they refused me a full refund as promised.Business response
02/21/2023
Hello,
I have already spoken to ****** via email regarding this issue. I noticed when I was refunding that the card that was used to purchase was registered under the minor in question. We normally do not refund purchases made by minors as stated in our Terms & Conditions, however I decided to give a one time accommodation for the two items that were returned unopened. There were 4 products total returned and two were already opened, which we are unable to refund for. Shipping is non-refundable as well. I have attached a copy of our email exchange, the refunds that were processed, and an excerpt from our Terms & Conditions.
Thank you.
Customer response
02/21/2023
Complaint: ********
I am rejecting this response because: Items were not used/opened. If they arrived opened, it was due to shipping. Items arrived in boxes that were beat up due to the company's packaging. They sold vapes to children without sufficiently checking who's buying their drugs.
Sincerely,
***************************Business response
02/22/2023
As previously stated, 2 products were unopened in which we completed a refunded of $39.51. The other 2 products were indeed opened as the wrapper was torn open as well as it's missing a rubber insert on the mouthpiece which tells us this was opened and used.
If the customer is not seeing the refunded amount of $39.51, we ask them to contact the bank institution with the given transaction IDs:
***********
***********
43931775771
Thank you
Customer response
02/27/2023
Complaint: ********
I am rejecting this response because: The products arrived at my residence, then were shipped back in the same condition they arrived. Nobody used them since we don't smoke, and they didn't leave my possession until I shipped them back. If they were used, then they arrived in that condition.
Sincerely,
***************************Initial Complaint
02/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 2/10/2023 Perfect Vape accepted $92.59 for vaping accessories charged to my daughters debit card. She is 16 years of age and it is illegal to ship this stuff to the *************.Business response
02/14/2023
Hello,
I have reached out via email to ***** to gather the account info that was used so that we can block the minors account and intercept the package if possible. Per our policy, we are unable to provide refunds for purchases made by minors. Attached are screenshots of the email that was sent and also of our policy.
Thank you.
Initial Complaint
02/13/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I placed an order on 2/5/23, totalling $42.35. It says the order was shipped on 2/7/23, but I have not yet received it. It is order #*******, but theres no tracking number or any other information on the order. My friends order had shipped on the same day and was delivered 2/11/23. I have ordered from you guys before and this has never happened. Please help.Business response
02/14/2023
Hello,
The customers order was lost in transit. I have reach out via email to resolve the issue. Attached is a copy of the email that I sent the customer.
Thank you.
Initial Complaint
02/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I ordered from PV on Feb 4(Saturday) and received an email on the 6th(Monday) saying it shipped but never received a tracking number by the end of the week. I have an email screenshot with me asking for the shipping number on Saturday. They got back to me Monday (13th) with a shipping number finally and when I pressed it, it says my package was delivered but I was home all day Friday and never received a package. Im not sure if this issues a refund but Id like one. I paid $10 for shipping just to not get my tracking number with the email stating it shipped when that is their protocol. I got the shipping number a week later after I asked for it, and my package never arrived. Im not sure what to do Id greatly appreciate a refund. Thank you,**************Business response
02/14/2023
Hello,
The customers order was delivered to the incorrect address due to a label issue. I have reach out to the customer via email to offer a refund, store credit, or a reship. Attached is a screenshot of my email.
Thanks
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