Complaints

• Initial Complaint

  01/09/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  When my first order (12/22/24) was allegedly sent to the wrong address to be returned to sender, Vapor.com told me it was my fault and that I had typed the address incorrectly. While waiting on the promised refund, I reordered the same items (1/2/25), this time I took a screen shot to make sure I had entered correctly. Sure enough, although my screenshot records that I entered my correct address - this second order also mysteriously went to the wrong address. In other words for a second time my address was mysteriously changed by vapor.com. I suspect they do not have the stock in inventory or are insolvent. I find it very concerning that my two orders experienced the same unrequested interference (changing the address) and that also both orders somehow had the SAME invoice number and SAME **** tracking number, even though ordered 3 weeks apart. Also how did they purport to age verify as required by law if the address they are using does not match my address of record? If I had entered the wrong address my credit card payment would not have processed either. I provided Vapor.com with the order number and order dates, and screenshot showing the address I used on the second order, but received no reply from the business.

  Business response

  01/09/2025

  Dear Mr. ****************** want to begin by offering my sincerest apologies for the unfortunate issue with your order. This is a very unusual situation, and I want to assure you that we have never encountered anything like this before. Typically, when an order is placed, the shipping address is clearly received as it was entered, but in your case, it appears that there was an error during the checkout process where the address was altered unexpectedly.

  The only explanation we can offer is that our system may not have recognized your address correctly and somehow modified it, but this is something weve never seen occur before. To resolve the situation, we will manually process your order in our shipping system. However, as we are currently in the midst of our annual inventory audit, our operations are temporarily paused. Once the audit concludes on January 15th, we will prioritize your replacement order and ship it out immediately. I assure you that this will be handled as soon as we are back up and running.

  In the meantime, I can confirm that we have fully refunded your original order. You should have received an email notification regarding the refund. I truly apologize that it took this turn to resolve the issue to your satisfaction. If there is anything else you need or if you have further questions, please do not hesitate to reach out. When you contact us, feel free to ask for the manager, me, ****** *., and I will personally ensure everything is taken care of. 

  We will follow up with tracking details once operations resume, and I want to thank you for your patience and understanding in the meantime. Once again, please accept our sincerest apologies.

  
  Kindly,
  ****** *.

   

  Customer response

  01/09/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this promised resolution is satisfactory to me. Due to the time it will take the business to action my complaint resolution, I agree to close this complaint on the proviso that I will reopen if the business fails to act as promised. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  03/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have been waiting for a delivery for 4 days now, the 1st 2 days They claimed I was not home when I was. They just never showed up. the third day They said it was out for delivery, but never showed up And now today the claim it is out for delivery, but I can not spend another day just waiting on a company that just lies.I would like to supply an address or a phone # but there is no contact information on their website The business I ordered from is who uses this company as their delivery service. The are vapor.com

  Business response

  03/19/2024

  Dear ****,

  Thank you for contacting Vapor.com! We deeply apologize for the inconvenience. However, we are unable to locate an account or order using your name and email address. If you could please provide us with this information, we would be happy to help. Our department have been a little behind on emails but have since caught up and may have gotten back to you already. Once we receive this information, we can provide next steps on how to resolve your issue. 

  We appreciate your understanding and cooperation. If you have any further questions or if there's anything else we can help you with, please don't hesitate to let us know.
  Thank you for your support of our brand.
  
  Kind regards,

  *****

  Quality Assurance Specialist

• Initial Complaint

  01/10/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  no shipping confirmation a week after ordering no response to my email asking for an update no phone number for support multiple marketing emails since order no option to cancel my order

  Business response

  01/15/2024

  Hello,
  
  Thank you for reaching out, and we apologize for any inconvenience you've experienced.
  
  We understand the importance of timely updates and customer support. We sincerely apologize for the delay in response and any frustration. We see here we sent an email correspondence to the email provided on the order. 

  We're pleased to inform you that your order with tracking number ********************** has been marked as delivered by the courier on January 11. If you haven't already received your package, we recommend checking with neighbors or your local postal service to locate the delivery.
  
  If you have any further concerns or if there's anything else we can assist you with, please feel free to let us know. We're here to help and ensure your satisfaction.
  
  We appreciate your understanding and patience.

• Initial Complaint

  01/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed my order #VAPOR455989 on 12/18/2023. I ordered two firefly2+ portable vaporizers, one for myself and one for a Christmas gift. I received my order on December 26. After trying our the one I purchased for myself I decided I would return the other I bought as a gift because I wasnt thrilled with it. I submitted 5 online forms to request RA and sent two emails (all between 12/28/2023 and 1/7/2024). I have not received any replies to my requests. Id like to return the second item and get a refund from this company.

  Business response

  01/15/2024

  Hello,
  
  Thank you for reaching out, and we appreciate your detailed explanation of the situation.
  
  After conducting a thorough check, we were unable to locate any correspondence from you in our system. We appreciate the screenshots you provided, and we can confirm they do not match our records and may be the reason for the delay in assistance.
  
  While we understand you've been emailing ******************* we highly recommend using our official contact form moving forward. We have ensured that submissions through this form are working and promptly addressed.

  
  To expedite the resolution process, we have also sent an email to the address on file for your order with return instructions. We kindly ask you to check your inbox and respond at your earliest convenience so that we can further assist with the return of the unopened and unused product.
  
  Once again, we apologize for any frustration caused by this matter, and we appreciate your understanding.

  Customer response

  01/20/2024

   
  Complaint: 21111424
  
  I am rejecting this response because: we only used email as a last resort to contact them after submitting multiple online form requests. I shipped out my return on Thursday and am waiting for a refund to be processed before I accept the response. 
  
  Sincerely,
  
  *********************************

  Business response

  01/22/2024

  Hello,

  Please provide the return tracking details at your earliest convenience so we may process the return and refund right away as this is listed in our returns policy.  Thank you for your cooperation.

  Customer response

  01/24/2024

   
  Complaint: 21111424
  
  I am rejecting this response because: the tracking information is attached.
  I have not heard from the company directly to provide this information. The **** tracking is **** **** **** **** 597482
  Sincerely,
  
  *********************************

  Business response

  01/30/2024

  Hello,
  
  Thank you for providing the tracking information (**** **** **** **** ******). We appreciate your cooperation.
  
  We have reached out directly on multiple occasions and have not heard back. The package has still not reached our facility, however on good faith, we've processed the refund for your returned item. Please allow 3-5 business days for the refund to reflect in your account.
  
  If you have any further questions or concerns, feel free to reach out.
  

• Initial Complaint

  11/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I received my order and Im not satisfied with the product. *** sent five emails for return RA to return my order and exchange for another Item. Each email is replied with THANK YOU FOR YOUR INQUIRY! A Vapor.com Customer Representative will be in touch with you shortly. In the meantime, check out our product offerings. Its been five days since my first attempt. A frustrating first experience with this company.

  Business response

  11/13/2023

  Dear *******/****, 
  
  We sincerely apologize for any delays with our response. While we are thrilled to hear from so many customers but did not expect the increase from the Holiday sales.
  
  I see we responded on Nov 2nd to your inquiry sent on 31st but did not get a chance to answer your inquiry on the 8th before the long Veterans Day weekend. 
  
  You should see a response to your latest email today with a few questions so we may move forward with your Return. 
  We will keep an eye out for your response to ensure this is resolved as soon as possible for you. 
  
  We appreciate your patience as we work to return to our 24/48 hr. response time. 
  
  Sincerely, 
  
  

• Initial Complaint

  11/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted business by email numerous times.I get no reply.I am seeking a refund on 3 items on 2 orders.I received vape on 10/31.It is defective.I received charger and cleaning kit on 11/3.Charger is advertised as 12 volt.Received 5 volts charger.Cleaning kit was not new.Wire brush was frayed and black.Lancet was missing needle.

  Business response

  11/07/2023

  Dear *******, 
  
  We sincerly apologize for any delays with our response time. We are doing our best to catch up from the recent influx of inquiries during our Halloween Sales. 
  
  We are very sorry to hear the items you received are not in brand new condition. We will certainly begin an investigation. In the meantime, I have a supervisor reaching out with a paid return label with approval to initiate refund once in transit. 
  
  This way you dont have to wait any longer to receive your refund and move forward from this experience, hopefully with a positive feeling knowing we are always here to help and will always do everything we can to ensure a satisfactory resolution. 
  
  Please reach out anytime if there is anything else we may assist with. 
  
  Sincerely, 
  Vapor.com Customer Care 
  
  

  Customer response

  11/09/2023

   
  Complaint: 20829750
  
  I am rejecting this response because:

  You promised a refund once the item is in transit. I mailed it back on Monday.

  I have not received any refund yet.

  You have not responded to my email again asking for the refund.
  
  Sincerely,
  
  *****************************

  Customer response

  11/10/2023

  Sorry made mistakes in my response on mailing date.

  I mailed it back on 11/8 not 11/6.

  Merchant promised refund once item is in transit.

  I get refund as promised by merchant.

  I have emailed the merchant again still no response again.

  Thank you for your assistance.

  Customer response

  11/13/2023

  ******** stated in reply to BBB that refund will be issued immediately once item is in transit.

  I brought it to the post office 11/8 and it left the post office that day.

  I have not received the refund yet.

   

  Customer response

  11/13/2023

  Please disregard this morning' communication.

  I just received the refund from the merchant.

  Thank you very much for your assistance.

   

   

  Business response

  11/13/2023

  Dear *****************************, 
  
  We sincerely apologize for any delays with our response. While we are thrilled to hear from so many customers, we did not expect the increase from the Holiday sales. We are doing our very best to return to our 24/48 hr response time. 
  
  We are sorry we did not get a chance to get back to you on Thursday before the long Veterans Day weekend. Checking back on this today, you should see the refund already posted and your email sent, replied to. 
  
  Again, we are very sorry to hear you were not satisfied with the product purchased, but happy to see we approved a return in transit to expedite the time to resolution for you! 
  
  We are always here to assist and provide a positive experience and resolution for you whenever we can. 

  We thank you for choosing Vapor.com. 
  
  Sincerely, 
  

  
  

  Customer response

  11/13/2023

  Please disregard this morning' communication.

  I just received the refund from the merchant.

  Thank you very much for your assistance.

• Initial Complaint

  10/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order No. #VAPOR454394 I placed my order on October 12, 2023 I rcvd an email with the Standard Shipping information ********************** on October 13th, with an expected delivery of Oct 16th via ***** The product never arrived, I did my due diligence and contacted the post office, went physically to the post office, and filed a search request for them to locate my package. All which was unsuccessful, so **** said it was lost and to contact the business.In the interim, I made several attempts to call Vapor.com phone number only to learn, they are only providing digital communication. I attempted to email several times, with no response. Then I chatted with their chat-bot...as their chat is not open during the hours they say. Finally I got a hold of a human via chat, on 10/24/23 where I explained the situation to the agent ********, I provided all the details and also the **** search request # ********, they said they understood and would place a new order. I then got a order confirmation #VAPOR454679 on 10/25/2023, so I thought all was well, then on October 26, 2023, I got an email saying the order they placed to replace the item I still have not gotten, was canceled. Back at square 1, no phone to call, no email responses, and non working chat full of bots. I want my money back.

  Business response

  11/03/2023

  We sincerely apologize for the experience received. Your refund is now posted, please see attachment with confirmation details. 

   

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My order was placed April 7, 2023 and delivered on April 13, 2023 - even though I requested cancelation minutes after placing my initial order.Vapor.com received my unopened return on April 24th and I have yet to receive my refund. All messages and emails go unanswered with this company. It's May 16 today and I still have not received any communication from them.

  Business response

  05/17/2023

  Dear *****,  

  
  We are so deeply sorry you have had to wait so long for the refund to post. We ran into a technical difficulty with the company Sezzle, and had to update our banking information. I am happy to report ****** finally updated this information, and we were able to successfully provide a refund. Attached is an image showing the refund posted on Sezzle.  

  
  If you choose to order from ** again in the future, please let ** know so we may ensure you have the very best deal. If there is anything else we may be able to assist with, please let ** know.

  
  Sincerely,  
  ****** M  
  Customer Care Manager  

  Customer response

  05/17/2023

   
  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. Thank you for getting this resolved for me, they only respond when you reach out. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/17/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed order #VAPOR449314 on April 7. Within minutes of placing my order, I I went on vapor.com live chat and asked to cancel my order. I was told that they would put in a request and could not guarantee it. I was also told I would be able to refuse delivery. After chatting to live chat I followed up by emailing support and explaining the same story in hopes that it would reach someone who could do something. Still have not even received a reply on the email I sent to support@vapor.com on April 7.What upsets me is that the package only shipped out to me on April 11 - there was ample time for someone to cancel this order. I was told I would be able to refuse delivery when it came. The whole week it showed delivery for Friday. I put in leave for Friday so I could stay home and intercept the delivery. Much to my dismay, I got a delivery notification at work on Thursday saying it was delivered.Im really angry and disappointed because you have made this order impossible for me to cancel - even within minutes of placing the order. It was delivered early so I could not even refuse it and now Im stuck paying for shipping fees when I havent even opened the box and told you I didnt want it. and with my previous order on vapor.com, they had absolutely no issue cancelling my order due to inventory problems.This whole process has left me feeling scammed. Is this normal for vapor.com to do this?No one has bothered to reach and resolve this issue. I would not recommend doing business with this company.

  Business response

  04/18/2023

  Please see my response to customer sent today 4/18, prompted from this BBB complaint. 

  Dear *****  
  
  My name is ******, the ************* Manager reaching out today with my sincerest apologies for any frustrations or inconvenience. We only wish for our customers to have the best experience and we hate to see you had anything other than this.  
  
  We apologize for any inconvenience our ordering system has caused. We hope you understand, if nothing is wrong with an order and all items in stock, our orders sync within 15 minutes of ordering, preventing us from making any changes or even stopping the order. Our standard practice is not to pay for returns unless there is a fault on our end which is why the representative did not offer you a paid label initially. Regarding our teams response, after investigating the account I am sorry I do not see any email or chat not replied to. I ask you please forward the thread where no response was received so I may further investigate this.  
   
  
  Please give us a chance to show you how much we care about our valued customers by sending you a paid label to return this order and gifting you with a $50 Store Credit on your next purchase!  The paid label is attached to this email, please let me know if unable to see it and I will resend.  You can use your $50 credit anytime by simply entering this discount code in the cart 50DONBodenstein. Note this does expire in 30 days. In case you do not use by then, just let us know and we will make you a new one!  
  
  Please let me know if there is anything else we may be able to do to resolve this to your utmost satisfaction!  
  
  We thank you for choosing www.vapor.com.   
  
  Sincerely,

  Customer response

  04/18/2023

   
  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.
  
  Sincerely,
  
  *****` **********

• Initial Complaint

  01/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a Volcano Hybrid on Jan 5, 2023, order # VAPOR446919 for a total of ~$684. Thirteen days later this item still hasn't shipped despite the website information stating "Our Shipping Policy features rapid order processing with same-day shipping for all orders placed Monday - Friday before 2:30pm EST (1:00pm for orders shipping to ******)." I've had multiple contacts with Vapor.com, all with the following bottom line: The item is boxed up and the warehouse, ready to ship out, but there is a long delay at the warehouse while they take inventory (?!). I was told a week ago that it would probably ship by yesterday. Well, it didn't ship, and now customer service states that it will probably go out tomorrow, but also it might not. And they refuse to cancel my order...totally impossible they say. But, they say, hey we'd be happy to give you a discount on your next order. Can I just have my $684 back?!! I'd like to say that they are being honest and this is an isolated incident, but looking over their reviews over the past several years, delays in shipping lasting weeks or months are common with this company.

  Business response

  01/23/2023

  Dear *****,

  We truly apologize for the delay in shipping your order. Due to our annual warehouse inventory being conducted, we were temporarily unable to process orders until 1/17. A notification was presented before placing each order explaining this delay before accepting payment. We are happy to see your order shows delivered to your home on Friday 1/20/23 (**********************). We hope you are now enjoying your brand-new Volcano Vaporizer! Again, we sincerely apologize for any inconvenience or confusion. Please let us know if there is anything else we can do to resolve this to your utmost satisfaction. 

   

*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. ↩