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White Horse Vapor Stores, LLCHeadquarters
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Complaint Details
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Initial Complaint
01/11/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased through the website on December 30th, was charged through my credit card $108.67. I never received a confirmation email. I've been waiting for a shipping confirmation but have not received one either. I tried to sign in to the website to check and it tells me that I need to create a new account as part of the ongoing website enhancements. I followed the instructions and wasn't sent a confirmation email to reset my password. I have reached out to customer care, but haven't received a response from your company. Please provide me with shipping information or refund my order. Thank you, ***** *****
Business response
01/13/2025
*************, our customer service team reached out to you via email offering a refund or reshipment of your order. Please check your spam folder if you didnt see it. If you havent received the email, let me know, and Ill resend the details right away. Thanks for your patience!Initial Complaint
01/10/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I placed 2 orders with WH vapor online. I received confirmation for both orders. *** tracking said my orders would be delivered January 7th and January 8th it is January 10th now and no package. I called *** and they told me that both packages were intercepted due to fraudulent shipping labels and were being sent to a third party to be destroyed. I have since then made multiple complaints via email and have yet to get a response. I would like all of my money refunded for both orders and one of which I paid for expedited shipping. I have attached copies of both orders as well as the email from *** stating both packages would not be delivered due to fraud. Please advise. Thank you.Business response
01/13/2025
Hi ********! Thank you for reaching out to us. We have received your message and are truly sorry for the inconvenience you've experienced. We want to let you know that we will be processing a full refund for both of your orders. Please allow 3-5 business days for the refund to reflect in your account, depending on your banks processing times. If you have any further questions or need assistance, feel free to reach out, and we'll be happy to help. We appreciate your patience and understanding.Customer response
01/13/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
******** *******-******Initial Complaint
01/10/2025
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered placed on 12/31/24. Informed by *** ON 01/10/25 to contact shipper. No phone number give. Informed by *** that package was removed from their service to be destroyed by a third party. Got conned for ****** by White Horse VaporBusiness response
01/13/2025
Hi *****! Thank you for your patience, and again, we apologize for the inconvenience you've experienced. I wanted to let you know that we have processed a full refund for your order. You should see the refund reflected in your account within 3-5 business days, depending on your banks processing times. If you have any further questions or concerns, please dont hesitate to reach out. We're here to help. Thank you for giving us the opportunity to resolve this, and we appreciate your understanding.Customer response
01/13/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** **********Initial Complaint
01/08/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I placed an order with white horse vape as I have for over a year . They shipped my vapes ***** I was suppose to have gotten them on January 7th and havent . I called *** and they informed me that the package was reported as fraudulent and would be destroyed by a 3rd party . I have emailed the store and no response . I am wanting a refund of 108 dollars .Business response
01/10/2025
Hi ****** Thank you for your patience. I wanted to let you know that your order has been fully refunded for the $108. The refund should be reflected in your account shortly, depending on your payment providers processing time. I apologize again for the trouble this caused, and I appreciate you giving us the opportunity to resolve this. If you have any further questions or need assistance, please dont hesitate to reach out.Initial Complaint
01/08/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
January 1, 2025, I place Order #****** for 10 vapes totaling $193.18 and per the confirmation email, I would "typically receive your order 2-4 days after shipping." I received an email January 2 that my order had shipped, *** Tracking #1ZVB3941A813420449. It's now January 8 and I still don't have my order. I understand that sometimes issues happen with the carrier beyond the business control, but this is NOT my first issue with White Horse Vapor. I've had issues previously, but they made it right, so I continued to give them the benefit of the doubt. Per the *** website, my order has been in **********, ** since 01.06.25 at 5:21 a.m. with a status of "arrived at facility - on the way." It hasn't left that facility. Three days ago, the delivery date said 01.07.25 - yesterday, when I checked it on White Horse Vapor, that's what they were showing as well. However, *** has "a delivery date will be provided when available." I emailed customer service at ********************************************* and was told that once it leaves their facility, they "lack control over logistics" and asked me to wait a little longer. But, didn't cite how much longer. I responded and asked how much longer I should wait as shipping issues have happened before. I get a second email repeating they have no control over logistics and to continue to wait, but within their policies and guidelines, they'll work with me. No one is working with me. They won't help me. I sent *** an email trying to find my package. I can't get White Horse Vapor to help me resolve it. I'm out the $200 because "logistics are beyond their control and I need to continue waiting" an undefined amount of time and hope that my package shows up. Then, what? If it doesn't after a month or so, they'll help me then? This will be the LAST order I place with them. I have found another place to order from or I will buy them in town and pay the extra $5 per vape to save myself the ridiculous hassle of poor customer service.Business response
01/10/2025
Hello ******, Im truly sorry for the frustration you've experienced. Ive issued a full refund for your order (#******), and it should be reflected in your account within 3-5 business days, depending on your bank. Thank you for your feedback. If you ever decide to give us another try, we'd be happy to assist.Customer response
01/10/2025
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:After doing all of the leg work myself and contacting *** to find that they found the package mailed to me to be fraudulent, therefore destroying it, I forwarded that information to White Horse Vapor finally agreeing to refund me. Had they contacted *** when I initially voiced my concern, this all could have been avoided. They did something that *** felt was fraudulent, yet I had to suffer and do all the fighting to figure it out.
Unfortunately, this isn't my first issue Ive had with this company where I've had to fight to get a result. It will be the last though. Thank you.
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
****** *****Initial Complaint
12/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order on 12/10 paid for speedy delivery order showed shipped on 12/11. There has not been an update on shipping since the 11th. I sign into my account and it shows my order was fulfilled and I never received it. I have tried to contact customer service multiple times asked to be contacted by a supervisor or a phone number to call to speak to someone and am getting no where.Business response
12/31/2024
Hi Jordyn! Thank you for reaching out. According to our tracking system, your package was successfully delivered on 12/13. We processed and shipped your order on the same day it was received. We understand that this time of year can bring some delays in transit, but were happy to confirm that your order was delivered as expected on 12/13.
If you have any further questions or concerns, please dont hesitate to let us know.Initial Complaint
11/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited the White horse vape store in ******************* on wed 11/27/2024 at approximately 4:54 pm I left my purse sitting on the counter after showing the store clerk my id card I've been reaching out via emails and trying to contact them via telephone but have not gotten a response or heard anything back from them yet i would like a response a video surveillance footage of the time around my purchase i was with a friend who witnessed everything from beginning to end we've both been trying to call themBusiness response
12/16/2024
Hi Calvena, thank you for bringing this matter to our attention. We understand the frustration this situation has caused, and we would like to clarify the steps we took to resolve it.
Our HR department, along with one of the store associates, made several attempts to reach you regarding your purse. We were informed that you sent a friend to the store to retrieve it, and HR had requested confirmation from you before releasing the item to someone else. Unfortunately, we were unable to get in touch with you directly to confirm this, and when we did receive your call, the conversation became difficult due to the tone and urgency. As a result, we decided to take your purse to the ********************************** for safekeeping. It is now in their possession, and you can pick it up directly from them. We apologize if there was any miscommunication or frustration during this process. Our goal is always to handle situations professionally and ensure our customers are satisfied. Please reach out to the ********************************** for further instructions on how to retrieve your purse.
Initial Complaint
10/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
On Sunday, October 13, 2024, I placed an order online for $94.09. The order # is *********. It was for 7 e-cigarettes to be shipped to me. I've been a very good customer for years and have placed this order numerous times with no problems. I got an email with tracking information. I tracked the package on Tuesday October 15, it shows delivered. The information on the signature was not mine. Nor was my birthday correct, the signer put in for me showing I was born in ****, I was born in ****. The person delivering the package would have had to enter a code at the front door to even access the building and that never happened. I live in a senior apartment community and it is very secure. I have contacted customer service multiple times. I have filed a claim with the shipper. I'm not getting any help here at all. I live on a fixed income and can't afford to replace the order and pay for it again. All I know is the package is not here.Business response
10/23/2024
Hi *****! Thank you for your patience. Im happy to inform you that we have processed a refund for your this order. You should see the amount reflected in your account within 3-5 business days. We truly value your loyalty and regret the inconvenience youve faced. If you have any further questions or need assistance, please dont hesitate to reach out. Thank you for being a valued customer!Customer response
10/23/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
***** ******Initial Complaint
10/01/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Unanswered
I purchased 3 vape pens from White Horse vapor around 9/15/2024. Once I had received them, none of them worked I contacted via email on 9/19/2024 they sent me return postage for the 3 vape pens to be returned. They received the pens on 9/24/2024 and now will not respond to my emails or refund my *****. They have no phone number listed.I would just like the ***** refunded back to the original form of payment.I have read online that other customers have had a hard time getting their refunds as well.Initial Complaint
09/16/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The company took payment for the product and never shipped it. When I contacted them the first time, they didnt respond at all. The second time was when the vague answers started and they could not provide a shipping date, estimated date of arrival, etc. I have made several requests for a refund and they are NOT refunding the money. It has been weeks! Whats the most concerning is this seems to be the regular practice of this company and they continue to do the same thing to lots of people. I am filing this complaint in hopes to get my money back and also to highlight how terrible their business practice are and that they are not safe for consumers.Business response
09/17/2024
Hi ****, thank you for bringing this to our attention. Im pleased to inform you that your order was refunded earlier today. The amount should reflect in your account within 3-5 business days. We apologize for the inconvenience and appreciate your patience. If you have any further questions or need assistance, please dont hesitate to reach out to us at ****************
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