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
02/08/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I just found out my 13 year-old son was recently able to successfully purchase a vape for $27.48 from the ********************************** website. According to my son's email, this vape has already been shipped to a different address (that is not our address). It is against the law to sell vapes in our *********** to children under the age of 21. I called Perfect Vape LLC at ************ (the phone number posted on the BBB website) but the Perfect Vape recorded message states to fill out a contact form on their website and will not let me leave a voicemail at the phone number. I just submitted their website contact form to them. I want my son refunded the entire $27.48 amount he paid. I do not want this vape he purchased delivered to any address. Last, I want an apology from Perfect Vape for illegally selling these devices to 13 year-old children (including my son).
Business response
02/09/2023
Hello,
We responded to the customer via email when they reached out on the 8th of February asking for any information to locate the order. We did not receive a response. They included the order number in their BBB complaint so we have now banned the account that was used to make the purchase. Per our Terms and Conditions, by purchasing products from PerfectVape/**** Services LLC you certify and agree that you are over the legal age in your state and that products purchased from PerfectVape/**** Services LLC are to be used solely by persons over the legal age in your state. Our Terms and Conditions also state that if you are underage, PerfectVape/**** Services LLC holds the right to suspend your account and not refund your order. Due to the person who made the purchase being underage, we will not be able to provide a refund per our policy. We have also intercepted the package so it will not be delivered to the shipping address provided. Attached are screenshots of our emails with *******, the banned account, and a copy of our terms and services.
Thank you.
Customer response
02/15/2023
Complaint: ********. I am rejecting this response because PerfectVape.com LLC and/ or **** ************* LLCs HAVE STILL NOT called me in a timely manner to resolve their 2/3/2023 ILLEGAL ONLINE SALE of a NICOTINE VAPE TO MY 13-year-old son. PerfectVape LLC nor their website REQUIRED my child to provide a photo ID or any other proof that he was old enough to purchase a nicotine vape. PerfectVape.com LLCs response stated, Our Terms and Conditions state if you are underage, PerfectVape.com LLC /**** Services LLC holds the right to suspend your account and NOT REFUND your order. Due to the person who made the purchase being UNDERAGE, we will NOT PROVIDE A REFUND PER OUR POLICY. I do NOT BELIEVE that TWO Days AFTER they had already shipped this Nicotine Vape that they intercepted the package so it will not be delivered to the shipping address provided. I CANNOT CONFIRM this because they still have NOT provided the name of their shipping company, nor a tracking number for this shipment. However, I did CONFIRM that PerfectVape.com DID NOT "ban the account that was used to make the purchase" because I was able to log-on to PerfectVape.com yesterday with my 13-year-old sons log-in information. Last, PerfectVape.com LLC emailed my son stating his REWARD POINTS can be used for his NEXT online Nicotine Vape purchase from them. Due to PerfectVape.com LLC and/ or **** ************* LLCs BLATANT DISREGARD for Federal and State LAWS, their LACK OF CONCERN for MINOR CHILDREN VAPING NICOTINE, I will be reporting PerfectVape.com LLC and/ or **** ************* LLCs criminal online activity to the proper government authorities (including the **** the Federal and ** ***************************** the **** and ** Attorney Generals, and any additional government authorities that police illegal online Nicotine Vape sales to minors without verifying their age and shipping them across state lines from ******** to our ********************** on 2/6/2023). ~*******************************Business response
02/20/2023
Hello,
In efforts for a deterrence from minors attempting purchases, we do not provide products or a refund once confirmed a minor. We hold this right lawfully. As per account suspension, I can confirm it is not accessible to the minor. When you enter the site under the account, it will not show any products and will not allow you to checkout.
Thank you
Customer response
02/21/2023
Complaint: ********
I am rejecting this response because your company is BREAKING THE LAW! Your responses to me and my complaint to the BBB about your illegal activity is OUTRAGEOUS!Originally, All I asked for was a simple phone call from PerfectVape.com to help me resolve this problem, a full refund for illegally selling a Nicotine Vape to my 13 year-old son online without requiring proof of his age, provide me with the specific shipping tracking information, and an apology.To date, In response to my BBB complaint, PerfectVape.com has REFUSED to call me to help me personally resolve this problem.According to state and federal laws, EVERY STORE is REQUIRED to ask for a photo ID with PROOF of a customer's AGE BEFORE they TAKE a customer's MONEY and SELL him a NICOTINE Vape! But PerfectVape.com REFUSES to reimburse my son when it is THEIR RESPONSIBILITY to verify a customer's age BEFORE STEALING THEIR MONEY online.Even WORSE, I discovered that PERFECT VAPE.COM has INCREASED their SALES and PROFITS EXPONENTIALLY by SELLING (and DELIVERING) NICOTINE VAPES to DOZENS of CHILDREN at my son's school in *************. PERFECT VAPE.COM has Chosen to PRIORITIZE THEIR PROFITS at the EXPENSE of MINOR CHILDREN and THEIR HEALTH!Last, despite all the other lies PerfectVape.com included in their response to the BETTER BUSINESS BUREAU, Their Company NEVER bothered to STOP the shipment / delivery of this NICOTINE VAPE from ******** to *************. BECAUSE OF PURE GREED and INCOMPETENCE, the NICOTINE VAPE PERFECTVAPE.COM SOLD to my 13-year-old son was recently delivered to another minor at a different address.~*******************************Initial Complaint
02/05/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
This vape retailer is selling to minors in California. It is illegal to sell vapes to customers under 21 years old in this state, but the retailer still sends them.Business response
02/07/2023
We do not have any orders from the person who provided this complaint. We also do not sell to minors. Our site has a system to detect attempts by minors but do not actively get processed. If we have suspicion a child used their parents' card details, we will reach out for an age verification.
Thank you
Business response
02/08/2023
We'd like to ask the customer to reach out to us via email as we are unable to locate this person's name and order.
Please reach out to [email protected]. We can explain our underage indicator further as well.
Customer response
02/08/2023
Complaint: 19336432
I am rejecting this response because:The shipping address was different from the billing address--my son wanted to hide it from us. If you are getting orders with a shipping that's different than the billing address, you know this is red flag for underaged buying--and for scams in general.
No, I'm not going to resolve this offline in an email with you. If you charged my son's card twice, you obviously have records of this transaction--required to run a business!
Your response shows an unwillingness to acknowledge this clear instance of multiple shipments to an underaged buyer in a third-party forum. I wanted to give you a chance to take care of this on your own, but I see it's not going to happen.
Sincerely,
******* ********Initial Complaint
01/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
DO NOT BUY FROM THIS COMPANY. ITS A SCAM. They are liars and will steal your money. I ordered a product on here and they they sent me an email saying it was shipped, I never got a tracking number so I emailed them. They seriously wanted me to email them a picture of my personal id, instead of asking for it a checkout, then told me no refunds even though they lied about it being shipped which is illegal. I told them to cancel my order for lying to me about my order being shipped and they never responded. I advise anyone to not order from here there are so many other profesional companies Ive worked with who do not do this.Business response
01/31/2023
Hello,
The customer has refused to provide an age verification so we are unable to offer any further assistance. Once an age verification has been provided and it is confirmed that the customer is of age to purchase our age restricted products we will be more than happy to assist them. Attached are copies of our email exchange with the customer as well as the order in question.
Thank you.
Customer response
01/31/2023
Complaint: ********
I am rejecting this response because:
Ive told them numerous times that Im not comfortable sending my personal id to them through email. They didnt want to know my age when I purchased my order so they definitely dont need my age to proceed with a refund. I cant imagine how many other clients they have done this to. They are scammers & their business needs to be shut down and I will do everything in my power to make that happen. They refuse to ship my order and keep my money which is a crime.They are untrustworthy and guIlty. I also have an email of it stating that it was already shipped which they obviously lied about and they never once reached out to me about the id process, Im the one who had to email them asking about my order. Ill also leave photos of them resending me the same exact message everytime I contact them. Do not order from here.
Sincerely,
Lay KBusiness response
02/01/2023
Hello,
Unfortunately, we are unable to assist the customer until it has been verified that they are of age to be purchasing our products.
Thank you.
Customer response
02/01/2023
Complaint: ********
I am rejecting this response because:I told you plenty of times to cancel my order. You do not need my id to cancel and refund a order. Im not comfortable sending you my photo Id through email. This company is a scam and will be reported to the government.
Sincerely,
Lay KInitial Complaint
01/15/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I recently filed a complaint about not receiving a tracking number for my vape and not getting any updates on it and then after the complaint the company sent me a tracking number via email that said it would be delivered yesterday January 14th 2023 and it says delivered but I was home all day yesterday and didnt receive any package drop offs at my house. I want a refund for my purchase IMMEDIATELY!Business response
01/16/2023
Hello,
We have reached out to the customer via email with the next steps required for us to provide compensation. Attached are screenshots of the tracking showing the package was delivered and of our email chain.
Thank you.
Initial Complaint
01/12/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I bought myself a vape on the website on January 5th and it is now January 11 and still have no update on where my vape is in the mail. When I click on the tracking number it doesn’t even allow me to track where it is it just keeps saying shipped and that it was last updated to shipped on the 6th so I want a refund from this company as soon as possible. Thank youBusiness response
01/12/2023
Hello,
I have reached out to the customer with their tracking information. I have attached a screenshot of the tracking that was sent to the customer.
Thank you.
Initial Complaint
12/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My son decided to go online thinking he could order a Hyde from an online vape store. Little did he know they need to verify information that you are actually legal age. Needless to say he place the order they took the money off his gift card and this is when he told me mom I made a mistake. He is correct he did indeed make a mistake but so did perfect vape. They allowed a minor to lie his way through the site and purchase something illegal for him to buy in our state at his age. I emailed them asking them to cancel and refund the money and if they couldn't just send it to me I would verify who I am and my age but the fine writing that no minor is going to read said if they can not verify and or do verify and you are a minor the order will be canceled with no refund. Now I want to know why they are not made to verify before placing an order? It was 42 dollars and change off of his gift card and surprise they can't put back on a gift card. I keep getting the same automated email and if they did this to my son how many other have they done it to and the kids are just to afraid to tell their parents? I want the money back or the productBusiness response
12/20/2022
Hello,
The person who submitted the complaint has not provided an age verification. Once who we are speaking to is verified, we would normally refund the charge if an adults card was used. However in this situation, we cannot ship the order to a different person or offer a refund to the card as it is a gift card that is in a minors possession. Refunds that are processed on gift cards will not be accepted.
Thank you.
Customer response
12/20/2022
Complaint: ********
I am rejecting this response because: I am his mother not the one who place the or which was my son a minor. So your telling me that even if I send you my verification I'm not getting the product nor a refund? How is this a ************** is not so how about we figure out how you can refund the money or send me the product.
Sincerely,
***** BricksBusiness response
12/21/2022
Hello,
As stated, we are legally unable to send age-sensitive products to another person other than from the order and account's name. As your minor son attempted to place this order, it is stated we will not provide a refund to minors to deter from any future orders. On occasions we will refund if we speak to a guardian to make this aware but as this is a GIFT CARD, refunds will not be returned to a gift card. Attached are screenshots on our site showing these terms.
Customer response
12/21/2022
Complaint: ********
I am rejecting this response because: okay I read that but my son did not apparently as he is a child and he will never do anything like this ever but I'm not happy with the turn out because I'm out no matter what and you guys profit which is ridiculous because obviously my I'd will not match the account my son set it up
Sincerely,
***** BricksInitial Complaint
12/19/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Order #: ******* Date: 11/9/22 Amount: $46.99 I ordered a vaping unit from this company. Within less than 24 hours of receiving the unit, it became completely unusable as it was leaking everywhere. I immediately contacted their support and requested a refund. I provided picture and text evidence to the business. They required that I send the item in for inspection, which I complied with. They now claim nothing is wrong with the unit, even though they were provided with more than enough photo evidence to prove otherwise. They now will not refund me, and my item that I purchased is still in their possession. I have tried to dispute this transaction as fraud, as they agreed to provide me a working product free of defects which they clearly did not do. My credit card company cannot do anything about it, therefore I am turning to the BBB for assistance in resolution.Business response
12/19/2022
Hello,
The customer reached out to us regarding a device they claimed was leaking. We requested the device be sent back to us for further testing and eventually the customer complied. Once we tested the item we found it was not defective or leaking as claimed. We contacted the customer to inform them of this and to let them know we would be sending the device back to them. They told us to not ship the device to them and that they would be reporting the transaction as fraud to their bank. We still have the device and it has not leaked the entire time it has been in our possession. Attached are copies of the email exchange with the customer and a photo of the device at our facility.
Thank you.
Customer response
12/21/2022
Complaint: ********
I am rejecting this response because:The device in question, quite clearly as shown in the multiple photographs I provided as evidence, has some sort of defect or issue causing it to leak. Whether it is the device itself, or the coil that was provided in the item when I received it, it is clear that the item was not fully functional and free of defects. I clearly instructed the business to test the device in the state in which it was shipped back to them, which is how I received the item. Clearly, due to the business's misrepresentation of the facts and their complete disregard for the information and instructions I kindly provided to them, they chose to test the device in a different configuration from that in which it was received. The simple fact remains that I paid for an item from this company with the understanding and agreement that it would be fully functional and free of any defects. Because this was not the case, I tried to remedy the situation directly with the business for weeks while they held my funds. I still am not in possession of the item I purchased, not have I been provided a refund or resolution of any kind. Reshipping a defective and/or faulty item to me is absolutely not an acceptable resolution. There is nothing stated in the terms and conditions on the business's website regarding refunds or the required process to get a refund for a defective item. There is also no "no refunds" policy listed anywhere within the terms and conditions. If this business refuses to provide any sort of warranty or guarantee on their items, and as such will not provide a refund for defective products, that should be clearly stated within the terms and conditions for purchases. Due to it not being stated anywhere on their website, I will respectfully keep this complain open with the BBB and will only consider closing it once I am provided a refund for the product I purchased which was defective upon delivery.****************************************************
Sincerely,
***********************Business response
12/27/2022
We are aware that customers can be unsure how to use a new device or making sure to place components together correctly which is what is found with this product. The customer did not fully connect the coil in which causes leaks. As soon as we received the product back, we were able to test it and found the solution was to connect the coil fully. As we recalled in the chain of emails, the BBB representative can see the customer claims to not have the product back. Since we cannot provide a refund for a product that operates as it should and shows no issues, we will be shipping the product back as soon as the BBB complaint is resolved.Customer response
12/29/2022
Complaint: ********
I am rejecting this response because:Frankly, it is embarrassing that the business's response to my claim of the device being defective is to put the blame on the customer and to insult my intelligence. I have been using SMOK devices for years and I'm well aware of how they operate. I used to manage a vape shop, so my knowledge of these products go far beyond personal use. It is not acceptable for this business to to make up reasons and fallacies as to why the product they shipped was not 100% functional with no defects. It is abundantly clear this business knows the device is defective, but instead of owning up to their faults would rather place blame on the customer and continue to have this complaint open. I expect the business to take responsibility for sending me a defective product and initiate a refund. Until then, this claim will be kept open.
Sincerely,
***********************Initial Complaint
12/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My underage grandson was able to order from this company with an unauthorized cc. I could not find a way to contact the company to let them know and cancel the order and refund the money.Business response
12/16/2022
Hello,
I have reached out via email to the inquiring party so that a resolution can be reached. Attached is a screenshot of the email that has been sent.
Thank you.
Initial Complaint
12/15/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I placed an order for 3 vapes on 11/27/22. I have not received them yet. The order # is *******. The amount charged to my credit card is $63.97. When I try to contact them by email I get an auto reply that gives me the tracking #**********************. When I click on the # it tells me Label created on 11/30/22, **** awaiting item. I would like the vapes that were ordered but if thats not possible then credit my account.Business response
12/16/2022
Hello,
The order #******* has been lost in transit. I have reach out to the customer via email to offer a refund, store credit, or a replacement order. Attached is screenshot of the email that has been sent.
Thank you.
Initial Complaint
12/12/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I requested an exchange and replacement for two items I purchased. I purchased multiple items which take up to two weeks to get through one. They advised since I didnt realize they were defective within the first 48 hours I couldnt get replacement items. Not the way to do business with a returning customer who has spread nothing but good things about their site to others. The policy should be re-written as I even advised I wouldnt send back the defective products and they just replied with the attached email. Hoping they resolve this issue to keep myself and others as customers.Business response
12/13/2022
Hello,
The customer reached out to us on December 11th regarding two defective items from a package that was delivered on November 25th. It unfortunately had been past our 48 hour warranty period so we were unable to compensate. Attached is a copy of the policy on our website, our email exchange with the customer, and the tracking for the package in question.
Thank you.
Customer response
12/13/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
*****************************Business response
12/14/2022
Hello,
Customers response was empty.
Thank you.
Customer response
12/14/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
*****************************I advised per my email until I recurve the replacement products listed in my original emails to your customer service that this complaint will stand. 48 hours is a ridiculous expectation and now Im left with two products I cannot use with no resolution from your company. I ordered 5 products that take weeks to get through and you expected that I try a product to make sure it works when you should confirm before it leaves your facility.
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.