ComplaintsforCentral Vapors

• Initial Complaint

  06/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Placed an order over a week ago tracking numbers but nothing has shipped, no explanation as to waht's going on, this is a complete scam

  Business response

  06/05/2024

  Hey *****,

  Thanks for letting us know, we apologize for any delay, it looks like your order is out for delivery tomorrow.  Here is the **** Tracking number# 9405511105500152249023

  If you have any questions please feel free to contact us anytime at ************

• Initial Complaint

  12/22/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order on 12/17/23. Order #******. The money was deducted from my account immediately. Today is 12/22/23 and my account says "Awaiting Shipment". I can not reach anyone by phone. I get a message the mialbox can not take messages, a busy signal, or the phone rings multiple times and then I am disconected, the Live Chat is not working and no response from emails. I want to know when my order will ship, but there is no way to get a response. If my order is not going to ship immediately, I want to cancel the order and I will order elsewhere with better service and communication. I used to order often from Central Vapes several years ago, but the service has declined so badly, I will never order again.

  Customer response

  12/27/2023

  I placed an order on 1/17/23. The money was deducted from my account immediately. Since then the status shows "Awaiting Shipment". Over the last week+ I have called multiple times and their phone system says they can't take messages or it rings and rings then is disconnected. Their live chat is not live, but tells you to leave a message, but no one returns a call or email. I have reported them to my bank as fraud. Hopefully I they can get my money back. This is a shame. I used to order from often several years ago. The delivery was fast, the products were good and I never had a problem. Something has gone over the last 4 years with new ownership or management. Now they seem to be just another internet scam.

• Initial Complaint

  06/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The date of the transaction was May 26 2023 the amount I payed was 118 I payed extra for expedited shipping I never received the package and it's last known status was forwarded the package has been forwarded a couple of different times I tried reaching out to them on several occasions by phone email and chat I never was able to talk to anyone I don't want this package anymore I decided I want to smoke all. I want is a refund for a package I never got and that I no longer want

  Business response

  06/22/2023

  Hello *****,

  We appreciate you letting us know, It looks like for some reason the card was declined. Please look over your credit card statement, if there was a pending charge, it should drop off. If you have any questions, please feel free to call us if there is anything else we can do to help. **************** ************

  Customer response

  07/09/2023

  They still have not responded to my last email I called my bank they told me they don't see anything from this company and my bank told me they would never deny a refund 

  Business response

  07/12/2023

  Ok great,

  I see you mentioned you called your bank and don't see a charge from us, and we also don't see that we charged you, than everything should be settled. No funds were exchanged to begin with. We appreciate your patience and if there is anything else we can do, please let me know.

  Thanks again :)
  

  Customer response

  07/15/2023

  I never said I didn't get charged I did get charged for this order I was saying that they have no record of you guys trying to give me a refund to my account. I want my refund 

  Customer response

  07/17/2023

  I am rejecting this response because:   I never said I didn't get charged I did get charged for this order I was saying that they have no record of you guys trying to give me a refund to my account. I want my refund 

  Business response

  07/18/2023

  Hey ******,

  Have you cancelled you credit card, or changed the credit card number?  If you see the charge on your card it might be fastest to have your credit card company reverse the charge because we are unable to credit anything to the last payment method you used. The error notice we are getting says "Contact card issuer to determine reason"
  

  Customer response

  07/18/2023

  Hi actually yes one of my cards did get replaced and my bank did say you guys would have to send the refund to the new card I've attached a picture of the new card so you guys can refund me thanks so much 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/14/23 I tried to order vape juice from Centralvapors in ********, **. Initially my purchase of ***** was approved. Almost immediately I started getting emails from Central Vapors requesting age verification . I gave them my birthday, a photo of my drivers license and a selfie. 3 times. Next I get a request to change my password .5 times. The 5th time I was notified I had had enough, and didn't respond to the last email. I went to another site ,ordered basically the same stuff as central vapors and forgot about. Until the next day. Central vapors emails me that my order is shipped and they can't give me a full refund. Including shipping. Their customer support is useless or worse. I sent an email similar to this to Central vapors 3 separate times. Each time a different customer rep with no idea of the previous customer reps conversation. Each time I get "One Moment, Please" then nothing . No response. Contact them again. Send message like this one. Different rep who has no idea of my inquiry the day before. Again " One Moment Please." And again nothing. They made a mistake and refuse to make it right. It's not about having my shipping refunded( I'm refusing delivery), its about a poorly run customer service department that is incompetent and indifderent . Someone ,besides me, needs to tell them how bad their customer reps are. Order#******. Tracking #**********************. Thank you.

  Business response

  05/04/2023

  Hey *****,
  Im so glad you took the time to explain your recent experience with us and the hassle of simply trying to place an order.
  
  First off, let me say I issued you a full refund immediately after reading about your experience, so you should see $71.79 back on your credit card within a few days; secondly, the package that's still on the way to you, your welcome to keep it on the house for the trouble. No need to refuse the package; please keep it, and we hope you enjoy the vape juice.
  
  Also, we'd like more information about resetting your password 5 times to access your account; we'd like to dig deeper into this, understand why this happened, and resolve the issue entirely. In addition, we see how having been passed around to several customer service representatives could feel exhausting. So we're looking at why all your information and support tickets over your entire time shopping with ** we're all together in the same place as they should be, so we can pick up right where we left off if you happen to speak with multiple customer service reps over time.
  
  Lastly, I added $10 in additional store credit to your Central Vapors account in the hopes you can give ** another shot.
  
  Thanks again *****; we encourage you to reach out to us if there is anything additional we can do to help ??

   

• Initial Complaint

  04/13/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a few coils for multiple devices and a new FREEMAX Galex Nano to the tune of $54.36 on April 10th of 2023. It is currently April 13th of 2023. I was under the assumption that when purchasing, the only age verification that would be needed was the adult signature (which is required and paid for under shipping) This was not the case, requiring not only a photo of my ID, but a picture of me holding the *** I had an old picture of my ID, it's out of date, its lost somewhere in a hoarder's house that's not mine and I was not able to find it after hours of searching. I decided to cancel the order to take my business elsewhere that already has me on record, but I have not been able to get a hold of anyone from Central Vapors. The concept of physically taking money from someone only to require proof of age after purchase is a horrible method of doing business. While not everyone is in a particular case such as mine, it certainly doesn't sound reputable in the slightest, and judging from the complaints filed here, it's not unwarranted. I just want my refund.

  Business response

  04/14/2023

  Hey ***********,

  Thanks for sharing your experience with us. We sincerely apologize for the headache with Age Verification, and we know it's a pain, but please know that we do this to make sure our Youth are protected from Tobacco products. We also conduct this rigid Age Verification process for your protection and to keep your Legal right to order online in place, because if Age Verification practices are easy to bypass and Unsuccessful, our government is already itching to jump in and Ban ALL Online sales, and we don't want to give them any reason to do so.

  Thanks again for your understanding ***********, I have made sure you were fully refunded this afternoon and if you have any questions, I encourage you to give us a call anytime at ************.

  Customer response

  04/14/2023

  Yep, I received an email regarding the issue and was reimbursed the money requested and age verified after the fact for future dealings. This is more than acceptable. Thank you

• Initial Complaint

  02/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  order#******,user#****** payment date 2/1/****** ml turkish e-juice,250ml but the bottle has only 50ml capacity

  Business response

  02/15/2023

  Hey ****,
  Thanks for letting us know, we sincerely apologize for the mix up and your replacement package is on its way. In addition, your welcome to keep everything you already received at no charge.
  
  Thanks again for your understanding and please let us know if there is anything else we can do :)

• Initial Complaint

  12/21/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order on 12/5/22 for $81.02, website said 4-6 days production delays. I called on 12/13/22 and spoke with someone that said my order would ship in the next 24 hours and they created the shipping label that day with a tracking number. The tracking number continued to say pending so I tried calling multiple times from 12/16/22 thru 12/19/22 and left message, also sent email on 12/16/22. I received no response from Central Vapors. I felt like I had no choice but to file a dispute of charges with the credit card company on 12/19/22 because the package had not shipped and left a bad review on Trustpilot. Central Vapors finally shipped my items on 12/20/22 and replied to my review on Trustpilot on 12/21/22,(not to my phone calls or email directly) apologizing and offering $10.00 store credit. I do not want store credit, I will never trust this business again and because of their continued refusal to contact me I ordered my products from another business on 12/20/22 thinking I was never going to see the shipment from Central Vapors. This company is not trying to resolve this issue with me and only trying to save face by replying to a bad review which is unacceptable.

  Business response

  03/01/2023

  Business Response /* (1000, 5, 2022/12/23) */ Contact Phone: ************ Contact Email: ********************** Hey *****, Thanks for sharing your concern with us. I sincerely apologize for the delay in receiving your order. We did add the $10 in Free store credit as an apology, however if you'd like a refund in addition, we're happy to do that as well if you'd like to return the merchandise that was delivered 12/22/2022. If you have any questions or concerns please let us know how we can make it up to you. Thanks for your understanding *****, sincerely Central Vapors Consumer Response /* (2000, 7, 2022/12/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as the company fulfills their end I am satisfied with a full refund of $81.02. Since the package was unopened the USPS allowed me to refuse the package and it has been returned to Central Vapors.

• Initial Complaint

  12/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed two orders one on Dec 7th 2022 and one on Dec 10th 2022. Order numbers ****** ******. They are both for bulk vape juice each 33.60 totaling 67.20. I have messaged them three times asking when they are going to ship my orders and they have ignored me and not responded. Please help me resolve this.

  Business response

  03/17/2023

  Business Response /* (1000, 5, 2022/12/21) */ Contact Name and Title: Central Vapors Contact Phone: ************ Contact Email: ********************** Hello *****, Thanks for letting us know. I see both orders you had a concern about were successfully delivered on Dec. 19th and I sincerely apologize for the inconvenience in the delay getting those orders out. We sometimes are a bit behind near the holidays and try to post a notice to customers before checkout if there is a delay. We cant thank you enough for choosing Central Vapors and have added $10 in store credit to your Central Vapors account as a thank you for your understanding and your long time loyalty with us. If there is anything else we can do or help with please don't hesitate to contact us anytime by email, phone or Live Chat with us on our site. Thanks again ***** and from everyone at Central Vapors, we wish you happy holidays :)

• Initial Complaint

  11/29/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I placed an order for 4 Kanger Evod Starter Kits and received them on Nov. 5. After a couple of weeks of use, I noticed that the batteries were falling off the charger. Thinking this was a charger problem, I tried a new charger supplied with the kit. The batteries would not thread onto the charger, just kept falling off. Moreover, the tanks started falling off the battery as well, which led to the conclusion that these were defectively threaded batteries. By the time the issue became apparent, 21 days had passed. Unfortunately, prepaid returns are only available for 14 days. This is a ridiculous timeframe, as defective products may take more than 14 days to become evident. In the meantime, I am still waiting for a return address and authorization. When they receive the defective product (at my expense), they will test the batteries and issue a credit. I do not want a credit, since there is no other product they can replace it with. I am seeking a full refund. This is the worst type of customer service. They are misleading customers by using a quality manufacturer's name to describe a "clone." Their product listing should clearly state that it is a clone and discontinue their claim of "best quality." These are NOT Kanger batteries.

  Business response

  02/24/2023

  Business Response /* (1000, 5, 2022/12/02) */ Contact Phone: ************ Contact Email: ********************** Hey *******, We sincerely appreciate your business and thank you for letting us know about this issue. Usually we ask for broken or defective merchandise to be returned so we can see the issue in person and determine how to prevent it from continuing to happen. I see you've been with us for awhile now and we highly value your business and apologize the issued you experienced with the EVOD Kits. I went ahead and issued a full refund for the EVOD Kits so you don't have to go through the trouble of sending them back in this case. Thanks again Deborah and please let me know if there is anything else we can do for you. Attached is a copy of the Refund issued for all 4 EVOD Starter Kits.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with the company on October 3, 2022 order #******. I had ordered 2 new eleaf isticks, neither battery keeps a charge for more the a few hours. Normally a new battery stays charged for more then 12 hours for (at least) a year. Another purchase was a nautilus tank. Which does not even connect to the battery. Completely faulty. As well as the coils I ordered. They are so cheaply made they completely fall apart even before you put them in the tank. I tried to reach out to the company. They offered replacements, but I stated, "no thank you" I wanted a full refund as all their products are completely useless. She stated no problem & they would send a sticker to send them back their products. They then would refund my purchase. That was weeks ago. I never received a returned envelope. I would like a full refund from this company. They are nothing but a scam. Thank you.

  Business response

  02/08/2023

  Business Response /* (1000, 5, 2022/11/14) */ Contact Name and Title: Cameron Contact Phone: ************ Contact Email: ********************** Hey there ******** *****, We're happy to offer a full refund if you'd like to return the merchandise you received. We can also provide you with a Free return label at no cost to you. If you havent received a return label please feel free to contact us and we'd be happy to make sure you're well taken care of. Consumer Response /* (3000, 7, 2022/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I contact them. They state they will send a label & then they do not. I have never gone as far as this (contacting the bbb) with a company. At this point I would just like a full refund. Business Response /* (4000, 9, 2022/11/21) */ Hey ********, I apologize for any confusion, your return label should have been e-mailed to you. Its a prepaid label so you can return the merchandise at no cost to you. I've also attached the return label here just in case you're unable to find it in your email. If you have any questions please let us know or feel free to call us if there is anyway we can help. Thanks again ********

*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. ↩