ComplaintsforPlanet of the Vapes

• Initial Complaint

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a vaping device called TinyMight2 on 5/31/2024 it arrived on 6/5/2024. However before ordering it insured me that there is a 10 years warranty on the item but the first warranty is within 14 days. I have used the device 3 times and on the 4th time using it which was 6/16/2024 I noticed the device would no longer turn on, so I ordered the exact same battery for the device to make sure the battery wasn't the issue and still it didn't cut on. I have reached out to the company Planet Of The Vapes threw the Texas number but all it does is direct you to there email and phone hangs up. I have contacted them 8 times threw there email and even took the time to reach out to the ***************** after reading the reviews on Reddit of others purchasing the device and having the same trouble. **** did email me once saying send a video but I can send a video of a new defective device that's not operating so I sent them pictures instead. My phone also won't allow me to send videos threw email because it saying video to large to send even if it's 10 seconds. I'm constantly asking these people to please replace my defective device and send me a shipping return so I could send the item back as I was told what the procedure should be from researching on ******* I feel like this company professionally robbed me.

  Business response

  06/20/2024

  Hi ******,

  I am so sorry about this.   We are in the process of sending you a new Tinymight.    Sent the following to you yesterday: 

  -----------

  Hi ******,
  
  Sorry that that link didn't work.
  
  I've set this up internally for you.
  
  Let's get your exchange process underway. Please read the instructions below, and let us know if you have any questions! We're here to help!
  
  ** All Returned items must be thoroughly cleaned; we do not accept items with leftover residue and are not responsible for any legal issues that *** arise due to dirty products going through the United States Postal Service**
  
  1. You will find a postage-paid mailing label by clicking here. We do not charge return shipping if you exchange your order for a different item.
  
  2. Please repackage your products. Returns must include all the items initially in the delivered package, including accessories, power cables, and packaging. Please keep the bonus items included with your original order. We will not be shipping new ones out to you with the exchange.
  
  3. Please attach this label to your return packaging and drop your package off at any local post office or leave it in your mailbox to be picked up!
  
  We'll email you to let you know when your package arrives to arrange the exchange! We will send you an invoice if a balance needs to be paid. If there is a balance due, we will issue you a refund! Please know it generally takes 2-5 business days for your return to be completed once our team has received it!
  
  If you have any questions about our return policy, please take a look at our U.S. 14 Days Satisfaction Guarantee ***********;14 Days Satisfaction Guarantee, or you can always reach out at **************************
  
  Take care, and have a great rest of your week. We're always here to help if you need us.
  *****
  
  

  Customer response

  06/20/2024

  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.
  
  Regards,
  
  ************************* El

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 2/27/2024 I ordered a gift for my niece order #******. Total price $53.32. Package delivered on 3/2/2024. The item did not work my niece reached out to the company via email.She tried several troubleshooting techniques but item was obviously a lemon. In spite of offering a 100 percent guarantee they told her since the package had been opened they could not stand by the guarantee. Like how would you know if product work if not opened. Makes no sense! Bad bad business!!!

  Business response

  05/07/2024

  Hi ***,
  
  ***** here.    My apologies for all this.  Can you please let me know your nieces name or email address so that we can look up the service ticket within our system?  I want to take care of this for you.   I just need to see the troubleshooting that was done to help rectify this problem.  
  
  Your vaporizer is still under warranty.  Well replace it for you if need be.   
  
  You can either leave that information here or you can contact me directly here: **************************
  
  Awaiting your reply,
  *****

  Customer response

  05/11/2024

  Complaint: 21668929
  
  I am rejecting this response because:

  I have been communicating with ***** at vapes. I gave him information he requested but I feel he is stalling by asking questions that have been answered by my niece.
  
  Regards,
  
  ***********************

  Business response

  05/18/2024

  Hi *** ***,

  Please know that we are not stalling here.  I want to resolve this.

  On Wednesday, 4/15, I sent the following *** ***:
  We can exchange her Nano vaporizer under warranty for a brand new one if hers is defective, and she won't even need to return hers. We have a 14-Day Satisfaction Guarantee that would allow a used vaporizer to be returned for an exchange for something else, a store credit, or a refund. That 14-day guarantee begins from the date of delivery. It looks like we are outside of that window now, but her Nano is still covered under warranty.
  
  
  Today, I sent the following: 
  Yes, *** ***.  We will replace her faulty vaporizer . We just need a few things.   She mentioned that she can't turn it on. Back on 3/19, I asked her how she was trying to turn it on.   I never heard back from her.   The answer to this question can help to confirm two things.  One is that we may not have to replace it if we can address this on her end.  If not, being that we can send out a replacement without her having to return hers, I would just need a short video that shows what she is describing while trying to turn it on, along with a picture of the serial number, which is located under the scratch off on the foil tab located on the box that we can forward to the manufacture.  

  ------------------------

  As soon as we receive the above, *** ***, we'll send her a brand new vaporizer.

   

  
  
  

   

   

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order from them and after being checked out fully, they offered additional items unrelated to my purchase and when I tried to navigate away fr the page on my phone with gestures, as my phone has no buttons, it added an item they immediately charged me for and added to my order. I contacted them immediately and asked it to be removed, to which they replied was too late as it already processed and my only option was to return it. Returning it would charge me a $10 shipping fee and a $10 restocking fee that would be deducted from my refund for an item that cost $24.90, leaving me $4.90 on an item i never wanted and have no use for. It feels predatory and like a scam to con people out of the funds for an additional item or at least $20 if they send it back. I'm never using this company again personally, but I would like for this to not happen to anyone else in the future.

  Business response

  04/25/2024

  Hi ****,

  ***** here.     I'm the senior vaporizer expert at POTV.

  I see that you have been working with ***** on our logistics team and that she has waived all of the additional  refund charges that were initially applied.   My sincere apologies for this.    That never should have happened nor should you ever be charged for an item that you did not order.

  If you would like to discuss this further, please contact me directly here at:  **************************

  Till then, take care, and have a great rest of your week. We're always here to help if you need us.
  *****
  

   

   

   

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction 6/23/23, total $107.95 Nature of problem: POTV offers a one year warranty for their vaporizers. Their customer service refused to honor their warranty when presented with a defective product needing repair. After much back and forth with their customer service representative "****", they ultimately refused to provide the warranty exchange promised on their website. There were no complicating factors except for their demand that I send them a video of the unit malfunctioning. When I sent them several videos, they refused to acknowledge that I had sent them the proof they requested. I'm seeking a resolution on my warranty status.

  Business response

  03/20/2024

  Hi *******,

  I am so sorry about this.  We sent you following email on 2/23, but we never hear back from you:  

  ----------------

  *****
  email
  
  done02/23/2024
  Hi *******,
  
  I sent you an email on Wednesday. It may have gone into your spam folder. I'll repost it here:
  -----------
  Thanks, *******. Got the serial number picture but not the video. Can you try sending that over again?
  
  Awaiting your reply,
  *****
  ---------

  We sent a few followups as well but we never heard back from you.   I tried giving you call as well on 3/1 and left you a voiceamail but again, we never heard back from you.     We want to resolve this for you.    The email address that we used was ************************** and the phone number we tried to contact you was ***************   Is there another emial address or phone number that we can try.    

  We want to square this away.  We just need to get in touch with you.  Please respond in our current email thread.

  Awaiting your reply,
  *****
  

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was sold a defective unit by the company. The company admitted the unit was defective when it was sent out.I will not recommend POV to anyone else going forward. I will be spreading the word on how my situation was handled and worked out. Tried to be patient, but *** seems to think that when a customer spends a lot of money they do not need to be in a rush to get the issue taken care of in a timely manner. No one there mans the phones ever. If you are reading this and have not purchased an item through POV be warned. Look at the other issues in the list. I thought this was a good company, my opinion has changed. I will now be waiting on a company to get back the bad item they sent me and admitted to sending me to get a refund. So they have probably sent bad units to other customers. This ended with me still being without a device after paying POV over a month ago. And now waiting on them to get the bad device back to give me a refund. I would guess they plan on reselling it to another customer.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I was charged $22.89 twice for the same product. I contacted customer service and the representative **** informed me that the duplicate charge was just pending and be removed. I paid with my checking debit **** card. I sent him my bank statement showing that the duplicate charge had been deducted from my checking. Additionally I confirmed with the bank that the duplicate charge was not pending and had been deducted from my checking account. After several emails and providing proof of the duplicate charges the response I got from ***** was Believe me, we only charged you once for both orders. I have to file a dispute claim with my bank it is ridiculous to have customer service continuously denying their mistake and refusing to take accountability.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought items online they showed delivered, but were not received and no signature was provided. I filed a complaint with the post office as instructed and asked for a refund, but the company has stopped answering my emails and refuses to provide me a replacement or refund.

  Business response

  12/18/2023

  Hi *****,

  ***** here.  I'm the senior vape expert at POTV.   I am so sorry about thiis delayed shipment.

  I see that *****, on our logistics team sent you following email on 12/12/23 :

  -----------------------------------

  I appreciate your patience, *****, and your message. We have filed a claim for a stolen package; please send us a message if this arrives.
  
  We have issued you a refund for your order; you should receive an email confirming this!
  
  Reimbursement of funds will be credited back to the original form of payment used for the purchase. Refunds take anywhere from 1-7 business days to reach your account, depending on your merchant and if it is a credit or debit card.
  
  If you have any questions, please let us know! We're happy to help!
  
  Enjoy your day,
  *****

  ------------------------------------

  If you have not received that refund by the 7th business day from the time that he sent that email above which puts is at at 12/21/23, please contact me directly here:  **************************    We want to get squared away for you.

  If you have any further questions or concerns, please don't hesitate to reach out.  We're here to help.
  
  Happy Holidays to you.
  
  Take care, 
  *****
  
  

   

   

• Initial Complaint

  11/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with Planet of the Vapes for 3 items totaling $105.63,of which $30.00 were gift cards for a previous order. I placed a current order on November 9, 2023 according to the records my order was shipped on November 10, 2023. These items were shipped via the United ********************** When I did not receive my items on 13 November, as indicated on the tracking slip, I started track my item via the ************ When my item wasnt here by the 15th, I called the post office and placed a trace on that tracking number. The post office has contacted me a few times and finally they contacted me yesterday which was Monday, November 20, 2023, to tell me that my package was never scanned in to their system . I have tried contacting planet of the vapes multiple times, I get no response or I get a sparse email telling me to please give it another couple of days thats all they say. They dont tell me theyre tracking it from one and they wont return my phone calls, they wont talk to me . So that is why Im following a complaint I just want my money back. I am a 66 year old senior citizen recovering from spinal surgery on October 31, 2023 and I am being ignored. This item is for medical marijuana of which I have a prescription, so this is for medical purposes. I use it to control the pain of having had four surgeries on a broken neck. I hope you can help me. Thank you.

  Business response

  12/18/2023

  Hi *****,

  I'm *****, the senior vape expert at POTV.   I see that you have been working with ****** on this and he sent you the following on 11/10/23.   We haven't heard back from you since then.

  ---------------------

  Hi *****,
  
  We are ecstatic we were able to help you. It is a pleasure to assist you.
  
  We have reviewed your orders and see that your previous order was discounted by $30 in gift cards. Only $75.63 was charged to your card.
  
  Please do not hesitate to contact us if you have any further questions, comments, and/or concerns. We are nothing but happy to help.
  
  We wish you an excellent rest of your weekend, ***********
  
  All the best,
  ******

  ---------------------------

  I have forwarded your BBB complaint to ******.  Please respond in the service ticket that we have open for you.     We want to get you squared away here.

  Happy Holidays to you.
  
  Take care, 
  *****

   

• Initial Complaint

  06/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Poor quality of Arizer Solo glass stem. Glass warped from heat of the Arizer vape. White silicone adapter arrived with black residue that appears to be unable to wash off with hot water and soap. I tried contacting POTV, but haven't received a response for about a week.

  Business response

  06/27/2023

  Hi *****,

  ***** here.

  The last email that we received from you was back on 12/20/22.    I'll reopen that email thread again so that we can get in touch with one another.

  Awaiting your reply,
  *****
  

• Initial Complaint

  06/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a crafty plus in May and in less than a week the device malfunctioned. I attempted to exchange the device but was told that was not on option.I opted for the return. In placing the return they charge your $10 for shipping, $15 for gift with purchase and additional fees for any gifts with purchase used or kept. In addition they will not credit tax. So in summary I spent over $300 and got issued a return of $231 for a device that malfunctioned a week into use.If I return a product I expect to have the money to purchase the same product with the refund. There is over $70 missing from my refund.

  Business response

  06/06/2023

  Hi *******,

  I'm really sorry about what is going on with your Crafty as well as any confusion that the return may have caused.  

  We have a 14 Day Satisfaction Guarantee that would allow any vaporizer, even if used, to be returned to us for an exchange but that vaporizer must be in working condition.   With most vapes, other than those from Storz & ******,  we handle all of the warranties in house,  which would allow us to do a warranty exchange which in the case of S&B, we would be able to do that within their 2 year warranty window.   Unfortunately, both Pax and Storz and ****** has mandated that all warranties must go thru them directly.   I believe that ****** explained this to you in full.   You opted not to contact ***** and ****** for a warranty exchange but rather opted for a refund.     We charge a ***** fee on all refunds to help cover return shipping. 

   

  Our policy is as stated below:

  ---------------------

  "What does a full refund entail?
  We will issue you a full refund on the price you paid for the vaporizer, along with any taxes paid. We do not refund shipping costs. If you return your vaporizer for a refund we do charge a $10 flat shipping fee. Depending on which vape you buy you might get some free bonus items. your refund.If you would like to keep the bonus items we included with your order, the cost is $10 for the TightVac and the amount on your gift card. If you do not wish to keep them, we will disable your gift card and no deduction besides the shipping fee will be made.

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

  -----------------------------------------

  If you have any questions about the above, *******, please let us know.

  With best regards,
  *****
  

  Customer response

  06/06/2023

  Complaint: 20148940
  
  I am rejecting this response because:

  Taxes have not been returned for this item. 
  If you can kindly return the taxes I paid this issue will be resolved.

  Regards,
  
  *************************

  Business response

  06/07/2023

  We'll refund you the taxes that you paid, ***************    

  I'll reach out to on the the service ticket that we have going for you.

  Talk to you in a bit,

  *****

*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. ↩