Complaints

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February of 2023 (I do have the receipt, it's just not in my possession at this moment) I purchased an Airo Sport vape battery from a local shop that only has a two week return policy. In May of 2023 the unit stopped working. I tried trouble shooting-new cartridge, cleaning, clearing, charging with no luck. I emailed the info on the box as on the box is started a one year warranty. I was referred by ********************* to contact Jupiter Research, as **** doesn't manufacture the device. I contacted ******* and was told that Jupiter is unable to provide replacements direct to consumer, and that Airo indeed can. I forwarded this info to ***, and have not heard from him. I would like a replacement pen per the one year replacement policy, included: We offer a 12 month (365 day) warranty from the date of original purchase from one of our licensed dispensaries. For your convenience, the exchange of the defective vaporizer should be first handled at the retailer where you originally purchased the product from. If you choose to contact us via email at ******************* rather than the dispensary from where it was purchased, we require the original receipt as proof of purchase. As mentioned in our vaporizer's user manual, the one year warranty covers defects in material or workmanship. Warranty will be voided if the vaporizer has been tampered with or altered in any way. Once we have received and reviewed specific information weve requested from you, we may then ship the replacement.If you are experiencing issues with your AiroPro or AiroSport vaporizer and have owned it less than one year (12 months), please contact us at *******************.We cannot issue refunds for AiroPro or AiroSport vaporizers. Refunds may be handled by the dispensary where you originally purchased it from, since they executed the original transaction and are subject to their respective return policies.

  Business response

  01/19/2024

  The customer purchased a product from another company entirely: ************ We are Ario Vape. While the company names are similar, Ario Vape manufactures completely different products and we have no relationship with ************ When the customer called Ben **** at **********************, *** referred them to Jupiter (who manufactures Airo products) and it should be up to Jupiter and/or AiroBrands.com to take care of this customer. This complaint has nothing to do with Ario Vape, our company. *** tried to do the right thing by referring the customer to the company w**** he did purchase his product from. Please feel free to reach out with any questions or clarification.

• Initial Complaint

  08/16/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered one of their Ario vapes off their website. The product arrived and I charged it to get ready for use. When I inserted the cartridge the unit did not work properly. We have another unit exactly like this one that we bought from a local market. It works fine. When I contacted customer service he required me to submit video, which I did. We exchanged several emails with me trying to get the information to return the item for an exchange. After a few days I required a Vape so I went and purchased a different one at my local market And requested a refund from REO vapes. He gave me an address which turned out to be a *** store and told me to mail the item to him. There was no other information, no return authorization issued. When I asked him for tracker information he ghosted me. I sent another email requesting the return authorization number and have yet to receive a reply. The vape was only $30 however I believe this type of customer service is terrible and I would like help recovering my $30. Thank you

  Business response

  08/16/2022

  The customer contacted us.  We walked the customer thru some standard troubleshooting steps.  We sent her a return shipping label (the tracking number serves as her return authorization number).  We will refund the customer's money when we receive the returned product.  The customer used the return label ***** tracking number **********************************) but the product hasn't arrived yet.  It is scheduled to arrive on Friday, Aug 19th.  When we receive the product, we will refund her money.

  Customer response

  08/16/2022

   
  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,
  
  *****************************

*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. ↩