Complaints

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an online purchase at this retailer on May 13 for 4 bottles of vape juice (ejuice), one of one flavor and 3 of another flavor. 3 days later I had not gotten a confirmation or anything from the company so I emailed them asking them what the status is and the next day I got two emails. One saying my shipment is going to be shipped (via an automatic label printed) and one for a refund for three of the four bottles. So I emailed them back asking why I got a refund for three of them and also a shipment notification. They emailed hours later telling me they did not have the items to send to me. I promptly responded requesting the order be cancelled. I sent this email not even 15 minutes after they sent me the email. That was on the 17th of May. Today, May 21, I still got that one item in the mail. I emailed them a little while ago and asked if I can start the return process. They immediately responded (less than 10 minutes later) to inform me that:" We do not have a problem taking back unopened items. You would have to pay for shipping and a 20% restocking fee."This is unacceptable. It was their fault that they had items listed that they did not have, listed in stock. And I was very quick to request the order cancellation as it wasn't worth it to only order one bottle. I placed an order elsewhere which I received today as well ironically. I want to return this product but I am not paying for shipping due to their error and I am ESPECIALLY not paying a restocking fee... again, due to THEIR error.

  Business response

  05/21/2024

  ***** placed his order May 7. Contacting us May 12 stating that he was low on ejuice and wanted to know when shipment will be shipped. We do have min of 3 business days before orders are processed. His order was processed May 16. When we processed his order we shipped out what we had and refunded what we didnt have. He emailed us after he got the refund email asking what that was for. We had already shipped out his order after recieving what he ordered. He emailed us today May 21 asking for a return. I explained to him that we can take back unopened items customer would have to pay for return plus 20% restocking fee. Which is all on our site. Now hes filing a compliant which is no fault of ours. 

  Customer response

  05/22/2024

  Out of 4 items ordered, only one was available according to the seller. Any normal person would expect the store to reach out and ask what they want to do, due to the order being only 25% fulfilled. It isn't worth the shipping cost to only get one. Obviously, since I ordered 4 bottles of product, one would not suffice my need and I would have explained that had the retailer sent me a message asking me how I wanted to proceed.

  I suppose the old adage, "the customer is always right" doesn't fit here. Not a good way to do business at all.

  Business response

  05/22/2024

  We actually ended up paying for the shipping since we did not have the entire order. We refunded what we did not have. We would have been happy to cancel your order if you contacted us before the shipping. Customer rushed us even tho knowing that we have delayed shipping due to staff shortages which is posted on our site. Customer making false claims that he cancelled order before we shipped. He was notified  about the refund after the order was processed. We have emails supporting this. We are not going to pay shipping two ways plus restocking when customers decides that they dont want the product after they receive it.

  Customer response

  05/30/2024

  I never stated anything other than that fact. However, how would I know to contact the merchant to cancel before I was ever told that they did not have most of the order? I only wanted to cancel when I was only getting one of the items. Which means, if the merchant is being honest, that means even though their website said that the items I wanted were in stock, they obviously weren't but almost a week after placing the order, they shipped the order with the one item they did have, then they start the refund process for the 3 items they did not have. Hours later I received an email about a refund. They didn't even contact me about sending the order or, more importantly,refunding me the amount for the 3 they did not have. The email about the refund process starting (from the company that handles the payments for the merchant) was the first and only notification that they did not have what I ordered, and right away upon finding out that they did not have it via email as I had emailed them asking why I got an email about a refund to which they replied back telling me it was because they did not have these items. That is when I requested the cancellation or the order. Yes, they did ship the item I suppose from what the merchant is saying but because they did not attempt to inform me of the fact that they did not have them, I never got the chance to request a cancellation. 
  

  Side note: Until afternoon of the next day, any shipping information that was provided did not even show as valid shipping or tracking information. When I finally was able to contact the shipper,they informed me that the label was printed for the shipment but nothing showed up under that tracking information because they shipper hadn't picked up packages for shipping until then, which means that even if the label was printed and the package was ready to go out, it was still under the possession of the merchant till long after I sent the request via email.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I ordered a vape and 3 nicotine free vape flavors. I got the vape and one flavor I ordered. The other two flavors were wrong and one was not nicotine free. I have tried to contact them twice via email and made multiple calls to the phone number on there website.

• Initial Complaint

  04/04/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I PLACED AN ORDER WITH VAPE OFFICIAL ON FEB 24, 2023 TO DATE I HAVE NOT RECEIVED MY ORDER. I HAVE TRIED TWICE TO EMAIL THE COMPANY FOR AN UPDATE ON MY ORDER I HAVE TRIED CALLING THE COMPANY ONLY TO GET A VOICEMAIL WITH NO ANSWERING SERVICE

  Business response

  04/12/2023

  Hello! We sent an email to the customer on FEB ******* regarding her billing address and shipping address. We asked her why the order is getting shipped to a different address other than the billing address which we did not get a response. We responded to all the emails she sent but she did not reply back. We need a reply before we can process her order. 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I placed an order with Vape Official from their website on 10/27/2022 @ 1:05 PM, read their shipping details, which states order are generally ***** hrs. from being made. Once you pay for the order an pop-up comes up stating to Covid, their may be delays longer than 72hrs. I searched this company out after I couldn't reach them via ************* voicemail being full & found several complaints regarding the customer service of this company. I am attaching a document of my e-mails regarding this transaction, & even as I make this complaint, they finally replied to me, giving me excuses of Covid for their delay. However, I also received notice yesterday shipping label was made for the order mid-day, but **** tracking also states they haven't received my order for shipping. I also purchased enough products for free shipping, however I chose to pay for priority shipping to get the products sooner, but after a week, my order STILL isn't in **** hands. What is worse, they are in ****** **. & I am in ********** **.

*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. ↩