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          Business Profile

          Ecommerce

          THE ECIG.COM LLC

          This business is NOT BBB Accredited.

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          Complaints

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          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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          Complaint Status
          Complaint Type

          • Initial Complaint

            02/05/2024

            Complaint Type:
            Service or Repair Issues
            Status:
            Answered
            On Sunday Jan 28th 2024, I purchased 10 packs of replacement coils for Kanger Protank. The ones I purchased were called SOCC cotton wicks. It states this in the original order. Replacement wicks can also be made of a different material called silica (called MT32) and I cannot use the ones made of silica. In the past, some companies have sent the silica ones to me because the packaging looks the same and I have needed to return them. Due to this, I sent an email to this company within 12 hours of ordering wicks prior yo shipping to verify they were sending me the cotton ones, not silica. I received prompt response back that they were the correct ones ordered, they were in stock and they would be shipped. I then received an entire box of the wrong coils (the MT32 silica) instead of the SOCC cotton ones. Within 1 hour of receiving the wrong inventory, I sent an email letting them know. They told me I was mistaken and that I received the correct cotton ones. So, I immediately sent proof with multiple pictures (with packaging and order form) that thry sent the wrong ones. I got a email back stating they realize they are the wrong ones but they are refusing to exchange the wrong coils for the correct coils because that’s their “policy”. They are also refusing to refund when I can send back the entire un used product. This is clearly a scam to get me to keep product that I never ordered. I will be taking with up with the fraud department of my credit card company as well and I sent an email to them stating such.

            Business response

            02/15/2024

            Customer received what was ordered. Vape coils are sold as is and can not be returned. Please reference our return policy in regards to vape coils 

             

            I am writing to you in regard to your recent call. We have looked into your case carefully, considering the item ordered Unfortunately, all coils via our website cannot be returned or exchanged per our terms and conditions You can take a look at our refund/exchange policy by following this lin**************************************

             

            Refernce section of return policy below. 

            Wrong Product(s) Purchased
            *********** does not reimburse or compensate for customer errors. Please note that you have ordered the wrong product color, size, nicotine or options. Double check your order and items and read the product descriptions. The customer is responsible for providing us accurate shipping and billing information. No refunds or exchanges will be issued should the customer provide incorrect shipping or product information or selections.
             Vape Coils are consumable product and can not be returned per FDA regulations Pact act . Vape is regulated as a tobacco product and such laws and regualtions have to be followed

             

             

             


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          BBB Rating & Accreditation

          A+

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          Years in Business: 14

          Customer Reviews are not used in the calculation of BBB Rating

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          Contact Information

          Tucson, AZ 85730

          Visit Website
          (520) 338-9048

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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