Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:21/05/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sunday, May 18 at 12:21 AM, I contacted Arizer via email (*******@******.com) to request cancellation of an order (Order #*************) I had just placed, before payment had been processed or the item had shipped. Despite this timely request, no one from Arizer has responded, and the order status still shows as "processing."
  
  I followed up via the contact form on their website but still have not received a response. I’m concerned the order will ship even though I made it clear, well in advance, that I wanted to cancel.
  
  I do not want to go through the hassle of returning the product, especially when I acted responsibly to cancel before fulfillment. I should not be penalized for their lack of communication.
  
  This delay is also costing me a chance to purchase a different item (the Arizer XQ2) elsewhere at a much better price, which I cannot afford to miss out on while this order remains in limbo.
  
  Desired Resolution:
  
  Cancel the order before it ships
  
  Do not charge me for the order
  
  If already charged, I expect a full refund without requiring a return

  

  Business Response

  Date: 22/05/2025

  Hi ******, thank you for reaching out. I'm very sorry for the delay in responding to your cancellation request, but please note that Monday was a Holiday here in Canada which is why your request was not fulfilled until Tuesday. Your order has been cancelled and refunded, but the emails confirming this may have ended up in your Spam/Junk folder. I hope this helps, but please don't hesitate to reach out if you have any further questions or concerns.  
  

• Initial Complaint

  Date:02/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased the ****** **** * last august from tvape and have had nothing but problems since with it, doing things like turning off randomly or taking too long to heat up under normal conditions. I was told I could receive a DEVICE ONLY replacement from tvape as that's all ****** would approve, upon receiving the replacement vape today it is clearly defective, I don't know if it's ****** using different sized accessories or a manufacturing defect but no old accessories fit in the new working replacement making it utterly useless. I tried reaching out to ****** and tvape with video proof of this and haven't had my issue solved so far. I'm very frustrated by the poor quality control of these devices and would be happier just getting my money back to use towards a reliable vape who has customer service willing to help.
  
  As a long time customer I'm very upset by how my issue was handled and don't appreciate your companies laughable offer of paying $100 to upgrade to a full box unit of the v2, I feel like I'm being ****** *** by being sent something incompatible to the existing accessories and by having issues with the vape since the first month of buying it.
  
  I'd attach the video but it is too large and not a compatible .mov format. I did however email this video already to ****** cs and tvape.
  
  To conclude I've read many posts on social media of people needing these devices replaced/repaired yearly or multiple times a year so if I can't get a NEW FULL BOX DEVICE WITH COMPATIBLE ACCESSORIES THAT WORKS FINE then I want a full refund.

  

  Business Response

  Date: 09/05/2025

  Hi ****, I’m really sorry about the challenges you’ve faced with your device—this sounds incredibly frustrating, and I completely understand why you’d feel upset. Your experience is important to us, and I sincerely appreciate you sharing your concerns. As explained, it’s normal for a brand new device’s heater ring to feel firm initially, but as it’s used, it will naturally break in and become easier to insert the glass parts. In the meantime, pre-heating the unit before inserting the glass and using a little more force can help during the first few uses.  Since neither us or the retailer have heard back from you, we truly hope this suggestion has been helpful. However, if that’s not the case, please don’t hesitate to reach out again—we are absolutely committed to finding an appropriate resolution for you. Your satisfaction matters, and we want to ensure you have the best possible experience with your device. Let us know how we can support you further.
  

  Customer Answer

  Date: 25/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that’s not true what you’re saying about it taking time for the ring to heat up to properly have a seal with the glass pieces that never occurred when I started using my first one before it broke and it’s still having that issue now where it’s having difficulty with me, inserting it and I just feel like your company isn’t taking my issue seriously and you’d rather argue with me about this, not being an issue and I also noticed that there’s a vaporized smoke that’s escaping because the ring isn’t properly put in place so it’s not an issue of it taking time to heat up and seal properly. It’s an issue of the way it was poorly manufactured, and your company is trying to cover this up as it being a normal occurrence  so I’m gonna keep this case open and I’m gonna keep posting on social media about your company not helping me until it does. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 10/06/2025

  Thanks for getting back to us ****! To clarify, pre-heating was suggested  to help ensure the glass aroma tube can be fully inserted, particularly if there is any difficulty in doing so when the new heater ring is still firm. If the tube is not inserted completely, it may not create a proper seal, which could lead to the vapor escaping as you described and also won't help break in the rin to allow for a looser fit in the long run. Despite this, we want to assure you that we take your concerns seriously and that’s why we offered to send you a full replacement unit at no cost to you, as a gesture of goodwill and commitment to customer satisfaction. Unfortunately, we did not receive further communication from you after this offer.  We remain committed to resolving this issue for you and would still be happy to assist in any way we can. Please feel free to reach out if you would like to discuss this further or if there is anything else we can do to help.

• Initial Complaint

  Date:22/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased an **** and the heating element died within the year (Error 5), and again, and again. The last time they told me I would have to pay for repairs going forward. I asked for them to just send me a new device as this one is obviously faulty, they said they had sent me a new one last time and that this was an issue affecting less than 1% of their products ** ******* **** so too bad for me. I have dozens of arizer devices in my circle, my siblings have several arizer devices, *** ** ** *** ******** *** ******** *** we haven’t had this issue till the newer devices. Ten year old devices are still kicking, newer ones need to go back every year for repairs.

  

  Business Response

  Date: 22/02/2024

  We are very sorry to hear you've experienced these issues with your **** -- this is far from the typical experience our customers have with our products; it is not a lie that the defect rate of our products is well below 1%.
  
  With that said, the limited 2-year warranty on your device expired on November 17th 2022, and we've already gone over and above the warranty terms by replacing the device for you in January 2023.  Regretfully you do not qualify for any further warranty service for this device, and as per our Sales & Refunds policy, returns for refund are only accepted for 30 days from the date of purchase for new/unused products, so your purchase from November 17th 2020 does not qualify for a refund.  Furthermore, you paid $199.99 for the ****, not $350.00. 
  
  Your request for further warranty service or a refund has been denied because you've owned the device for well over 3 years, we provided warranty coverage during (and beyond the warranty coverage period), and we've offered you significant discounts towards the purchase of a replacement device. 
  
  We'll be happy to arrange for you to send the device in for examination and testing, and we'll repair it if possible, or we'd be happy to honour the discounts you've been offered.  If you'd like to proceed with either of these options please let us know and we'll be happy to help.

   

  Customer Answer

  Date: 29/02/2024

  I am rejecting this response because: I’ve supported this company for over a decade, I have multiples of every device they’ve ever made and asked for a working device or a refund, arizer has chosen to hide behind warranty and decides to leave me with a device that breaks every year. Furthermore arguing that I’m only out $150 while sending me an invoice for the $343 dollars spent on the device and accessories that are only usable with a working device (this was a package deal).

  
  
  
  

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The solo is constantly saying error 5 it’s been well looked after and about 15 months old but it won’t heat up

  

  Business Response

  Date: 11/01/2023

  Hi *******, thank you for reaching out. We are very sorry you ran into this error with your Solo II, but are glad that you emailed our Support Team on January 2nd so we could help push through a Warranty Claim for you to get it fixed up. Please don't hesitate to contact our Support Team again if you have any questions or require further assistance. Kindest regards - Arizer Tech