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:07/09/2025

  Type:Delivery 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.

  I placed an order with Elementvape.com on June 8th 2025. I've tried to contact them to ask about my order and I never get a response. Its been a month and I would just like to get a refund at this point.

  Business Response

  Date: 07/10/2025

  Hi Taure,

  Thanks for contacting us at Element Vape! It looks like our team had already issued a refund for your order due to the delays in delivery.

  If you have any other questions or concerns, please feel free to reach out to our support team: *********************************************

• Initial Complaint

  Date:06/24/2025

  Type:Delivery 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 order # *********** on 5/29 with expedited shipping from Element Vape.Expedited shipping is supposed to be under 5 days per their website. I've contact customer service 4 times via the only possible way, a submission form on their website, and its still not been delivered 6/24. **************** has offered no assistance other than sending a tracking link I already had.They do not list a phone number, and email or an address on their website, so I have no way to escalate to managment or find relief

  Business Response

  Date: 07/10/2025

  Hi ******,

  Thanks for reaching out. I've reviewed your case history with us and it looks like our team had already advised that the delivery of your package had failed, and your package was placed in transit back to our facility.

  We've just received your package at our facility and the return has been processed for a refund. For more information on our policy for returning packages please see our page here:

  *********************************************************************************************************************

• Initial Complaint

  Date:06/16/2025

  Type:Delivery 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.

  I ordered a $200 order about 2 weeks ago. I didnt read all these horrible reviews or we would not have used these people.Its been a couple of weeks with nothing, I got a link to a tracking company that is blank....literally a blank page. Please family do not use this site. Very poor service! No response needed.

  Business Response

  Date: 06/16/2025

  Hi Benjamin,

  We are unable to cancel your order at this time as it has already been processed and shipped. You may track the status of your order using our page below:

  https://www.elementvape.com/shippingtracking/

  Order # 11082885091

  Email: [email protected]

  To clarify, your package is currently moving via a freight service. Packages will first be in transit on a commercial LTL Truck across the country to a regional carrier near you. Your package may hop through multiple sorting facilities prior to arriving at the Final Mile Carrier, tracking updates may not be provided for each stop. Once received at the facility, an update will be provided and your package will be sorted onto a final delivery route.

  Due to the increased complexity of shipping, customers in the Midwest or Eastern half of the U.S. may see longer transit times (6 - 20 business days). We understand that this may seem out of the ordinary, however, this is the normal shipping process for vapor items. Please also see our pages below for more detailed information:

  https://elementvape.zendesk.com/hc/en-us/articles/360058646711-PACT-Act-Vape-Mail-Shipping-Announcement

  https://elementvape.zendesk.com/hc/en-us/articles/360046843432-My-tracking-information-hasn-t-been-updated-in-some-time-is-my-order-lost

  https://elementvape.zendesk.com/hc/en-us/articles/22370463063828-Fulfillment-and-Transit-Times

  In the meantime we can only advise that you allow some more time for your package to make its way through this delivery network. A tracking update should be provided once your package has been received and processed at the Final Mile Carrier’s facility closer to your location.

• Initial Complaint

  Date:06/16/2025

  Type:Delivery 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 May 16, 2025, I ordered vaping products from element vape. I paid $128.34 and I used a company named Sezzle to split the payments into four equal payments every two weeks. After a few weeks, I contacted element vape and ask them who the carrier was who was shipping the product and when I would get proper shipping information. While they did respond, they never gave me answers to my questions. I got Sezzle involved and they, however, would refuse to do anything because the distributor has sent tracking information. On June 14, 2025 I got notification that the package had been delivered and signed by myself. That is an accurate information because I was in ********, ************* at work at 11:31 AM when element vape said it was being delivered. Expedition this package had to be signed for and I paid additional money to have this package be signed for in accordance with both California andMassachusetts state law. I have called ****, ****** and ***, none of those agencies recognize that tracking number. I sent emails to both element vape and Sezzle immediately. Element vape has still not responded and Sezzle said for me to contact the shipping company! They know that there is no information on who/what shipped this package! I simply want all of my money back and I want to raise awareness that these two companies are not really good companies to be doing business with. I hope you can help me. My phone number is ************ and that is the best way to contact me. The only time I am unavailable is Tuesdays between 2 and 7 PM. I hope that the Better Business Bureau can help me in this quest thank you and I hope to hear from you very soon. Once I am contacted, I will gladly forward all emails from element vape sezzle because I do not know how to do it on here sadly. ***** ********

  Business Response

  Date: 06/16/2025

  Hi Derek,

  We're sorry to hear you did not receive your package.

  It looks like our team has been responding to all of your inquiries with information on how we handle these kinds of cases. Please review our teams messages carefully as we have provided detailed instructions on how to proceed. If you did not receive our responses, please be sure to check your spam folder in your email as well.

• Initial Complaint

  Date:05/13/2025

  Type:Delivery 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.

  I have order from Element Vape in April 16th I have waited so long for my product to ship, the item shipped then went out for delivery on may 9th, 12th, and 13th. I haven't received my product today or yesterday. I have reached out to Element Vape with 2 emails to them and calls which was left on voice mail with no response. I'm looking to get my money back because I noticed this service doesn't delivery at all. Element Vape scams there customer by going thru a guessing game on the package that is handle by random couriers, Element Vape can find which in turn can be a lost package in shipment or possibly stolen.

  Business Response

  Date: 05/14/2025

  Hello ******,

  Please note that we do not offer phone support, all customer inquiries are answered/resolved through email.

  With new regulations complicating the shipment of vapor products, some customers shipping to the Midwest or Eastern half of the US can expect to see longer transit times (6 - 20 business days).

  I've reviewed your case history with us and it looks like our team had advised you to allow more time for another delivery attempt as a recent attempt was unsuccessful. It looks like a delivery scan was provided on 5/13/25 as well.

  If you have any other questions or concerns you can reach out to our support team at ********************************************************************.

• Initial Complaint

  Date:04/09/2025

  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.

  I placed an order through Element Vape on April 3, 2025 and when I received the items a lot of the packaging was damaged and one of the items they sent me was the wrong one. I was charged and the item I ordered was a starter kit with the device and a tank and all I received was the mod which was 12 dollars less than the product I ordered. I contacted Element Vape right away and they advised I will need to return the device that was sent to me in error and then they will either refund the device or send me the one I was expecting to receive from my order. This does not work for me since after I would return the item there is no guarantees I would receive a refund or the other product shipped out to me. This is a terrible customer experience as I would also then have to pay for return shipping. Consumers work hard for their money and this result is upsetting. I just want the product I ordered.

  Business Response

  Date: 04/09/2025

  Hi *******,
  
  Im sorry to hear that you received the wrong itemwe completely understand how disappointing that can be and appreciate you bringing it to our attention.
  
  To help resolve this as quickly as possible, we ask for your cooperation in returning the incorrect item using the prepaid shipping label weve provided in your ongoing conversation with our support team. As soon as we can confirm the item is on its way back to us, well go ahead and ship the correct item to you.
  
  This process helps us ensure accurate handling and is standard for situations like this. If youre unable or unwilling to proceed with the return, we regret that we wont be able to move forward with a replacement.
  
  Thank you for your understanding and patience.

  Customer Answer

  Date: 04/10/2025

   
  Complaint: 23183829
  
  I am rejecting this response because: if your company has sent me the wrong product and I will return the product I purchased but how do I have any guarantee that the correct item would be shipped to me.  This hasn't been my first poor experience from your company and I don't trust that once I return this product that I will have any leg to stand on.  I've sent the screenshot of what I ordered what I received and pictures of what was sent to me.  Any other places I do business with if there is something that happens which is not the consumers fault just like in this instance I've never been advised to ship merchandise back before they would issue the right product.   I'm really fed up with this as again it's not my fault your warehouse workers messed up and to pass that back on to the consumer is not fair.  

  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 04/10/2025

  Hi ********,
  
  Unfortunately, without your cooperation in proceeding with the return, we wont be able to move forward with issuing a replacement. Completing the return is a necessary step in resolving these types of matters.
  
  If you decide to proceed, please reply to your existing email thread with our support team to confirm once the return has been initiated.
  
  In the meantime, unless we hear back from you, well have to consider this matter closed due to lack of cooperation.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23183829
  
  I am rejecting this response because:I just want the difference of the product I ordered and the cost of the device I received refunded to me and I will no longer do business with you.  This is ridiculous you made the mistake and then pass it along to the consumer.  I will also be sharing my story and honest review on social media.  I would think it times like this you would value your customers but you clearly do not.   There are several business out there that sell vapes and we have choices as consumers on where to spend our money.  
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/24/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Online order was placed on 2/1/25 . Money was debited from my account on 2/2/25. Delivery person kept saying they were going to be here to deliver because a signature was required and they never showed up when they said they were going to be here. Item was finally returned to element vape. At which time once they received we were supposed to get a refund. As of today, 3/24/25 we have seen no refund and had no reply to emails we have sent

  Business Response

  Date: 04/02/2025

  Hi ******,

  Thanks for reaching out. Upon review of your case history, it looks like you were advised that your package delivery failed and your package is being returned to sender.

  Unfortunately, we have not yet received your package at our facility. Normally, we must wait for the package to be processed back at our facility prior to issuing a refund. However, as we are unable to estimate a return date for your package, we will be able to make an exception.
  
  A refund for Order *********** has been issued, please allow 2 - 5 business days for your funds to be returned to your account. Kindly note that Shipping/Adult Signature fees will be nonrefundable. More information in regard to our policy for returning packages can be found on our page here:

  *********************************************************************************************************************

  Customer Answer

  Date: 04/03/2025

   
  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

  Date:03/13/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Date of transaction: 3/10/2025 Item: Purlyf CBD + CBN + CBG Cartridge 2G, Blueberrry Afgoo Reason: the product arrived broken, I tried to remove the protective cover to use the product as directed and the whole top came off. The product also appears to be expired or old. Company refused to refund due to user error. I don't understand how it's user error as it was using the product as directed and attempting to remove the protective covering. It is not user error the protective cover is supposed to be removed before use. The whole top should not come off when doing so.

  Business Response

  Date: 03/14/2025

  Hi ******,

  Thank you for bringing this to our attention.

  Upon reviewing your case, I can confirm we have come to a mutual agreement and the issue with the cartridge has been resolved. Please don't hesitate to contact us should you have any further questions or concerns. 

  Customer Answer

  Date: 03/14/2025

   
  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

  Date:02/27/2025

  Type:Delivery 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.

  I purchased a product from them and they refuse to tell me any reassuring information about my package location or estimated delivery date I've gone 7 days without any package updates they refuse to respond to any questions I ask besides a automated response I just want my money back so I can buy the product from somewhere else that is more reliable than element vape I'd honestly pay more at my local smokeshop to buy the same product.

  Business Response

  Date: 03/11/2025

  Hi ****,

  It looks like our team had already thoroughly explained to you how new regulations have impacted shipping services for vapor items. 

  I can see that a delivery scan was provided on 2/27/25 as well. Please feel free to refer to our *********** page if you have additional concerns in regard to how regulations will change shipping services:

  ***************************************************

• Initial Complaint

  Date:02/25/2025

  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.

  I placed two orders through this company and the items I purchased were were very small items the size of maybe a canned good well one order has supposedly shipped but they said they have no tracking because it shipped freight and the other order still says processing and they tell me I cannot cancel or they cant refund me my money and they do not have a phone number to contact them and they hardly ever respond to your emails I paid extra for shipping which was a scam after doing research on this every review I have seen says this place is a scam and they wont refund you or ship your item after they say they have shipped why would a tiny package so small have to ship freight when its and e ciggarette that I bought. This company is a waste of time and is not helpful I have filed a dispute with my bank at this point I just want my money back so I can take my business elsewhere

  Business Response

  Date: 03/11/2025

  Hi *****,

  I've reviewed your case history and can see that our team had already advised you of how new regulations will impact shipping methods for vapor products. It looks like your orders were delivered without any delays on 3/1/25.

  If you need further assistance, please feel free to refer to our *********** for updated information on how regulations have impacted shipping services:

  ***************************************************