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:12/23/2022

  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 made a purchase from this company in November. The order was a ********************* Kit, an extra pack of coils, and a small bottle of Candy Kings on Salt e-liquid. On December 1st, I filed a customer service claim in regards to my order because I didn't receive what I ordered. Instead of the *********** Kit, I received the regular mod device, and the e-liquid wasn't in my order. They responded on the 1st, but when the 4th came, I sent a reply email asking for an update and never heard back from them. On December 12th, I filed a second support claim to try and get an answer to the first. Like before, the responded that same day saying I didn't include a specific photo of the Mod device box. I quickly replied to the email and supplied the necessary photo. Fast forward 10 more days to today, and I've had enough. It has been a month since I spent over $80 on three items for my order to be wrong, and I can't use what I ordered because the kit included the tank/pod, so I didn't order one. In the email I sent this morning, I told them I would be filing a complaint. At this point, I just want a refund of my money.
  
  Thank you for your time.
  
  
  Edit: In one email, they said I didn't include the front side of the device box, but in the screenshots I am about to upload, you can clearly see the front of the box is included...

  Business Response

  Date: 01/10/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Hi ********,
  
  Thank you for bringing this to our attention.
  
  In order to further assist you with the delivery issue claim, we ask that you kindly provide the requested photo. Unfortunately, we have yet to receive the photo of the front side of the box. Once we receive the photo, we may proceed to the next step of the returns process. Kindly note, we are still awaiting a response from you to the email we sent on December 13th, 2022. Please feel free to refer to the attached photo for further assurance.
  
  We appreciate your cooperation throughout this matter.
  
  
  Consumer Response /* (3000, 7, 2022/12/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept the response because the photo mentioned is literally included in the original claim, as well as the reply I sent on December 1st. This is the second time they have said this, like it is a default message. I seriously just want a refund now, so I can go make my purchase elsewhere.
  
  
  Business Response /* (4000, 9, 2022/12/26) */
  Hi ********,
  
  Unfortunately, we are unable to verify which version was shipped out to you in the photo you have provided. Therefore, in order to move forward, we will require the requested photo. At your earliest convenience, please provide us with the requested photo. Failure to do so will result in further delay or even us being unable to move forward and considering this matter closed.
  
  If you would like to process, please respond to the Element Vape email thread with the requested photo.
  
  Thank you.
  
  
  Consumer Response /* (4200, 11, 2023/01/08) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I just responded to the support email with a picture of all four sides of the box.

• Initial Complaint

  Date:12/21/2022

  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.

  Order # *********** was placed on 12/10/2022. Have not received it. ************* indicates it's in ********, ** as its last location 5 days ago. Refund please.

  Business Response

  Date: 12/22/2022

  Hi ****,
  
  Unfortunately, we will be unable to consider your package as lost and cancel your order for a refund at this time. Kindly note that some packages towards the Eastern half of the U.S. may experience longer transit times. More information on how new regulations will impact shipping services can be found on our Shipping and Handling page below:
  
  ********************************************************
  
  At this time, we recommend allowing some more time for the carrier to finalize the delivery of your package. Please be aware that some areas may experience delays due to a surge of packages caused by the holiday season.

• Initial Complaint

  Date:12/15/2022

  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.

  Order number 110805-70009. Ordered in **************** called **** keeps saying it's still being processed even though it was delivered to them early November. I feel I'm being told BS. I want a refund.

  Business Response

  Date: 12/16/2022

  Hi *****,
  
  Thank you for bringing this to our attention.
  
  At this time, we ask that you check your email as an associate has responded to you with two resolution preferences for your order.
  
  Thank you.

• Initial Complaint

  Date:12/14/2022

  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 on November 19th 2022. I received a notice on December 5th 2022 saying it was out for delivery. On December 11th I submitted a request for additional tracking information to which I was told by Element.com that "once it is in the carrier's possession, it is out of our hands" and they also said to give it 2 more days and at that point I should submit a claim. So today, December 14th, I tried to submit a claim and after explaining my issue it promoted me to select a resolution option. The only option available is refund to PayPal, which I do not have. At this point I am under the impression that this is a fraudulent company and will be forced to dispute the charge with my bank and report this company.

  Business Response

  Date: 12/16/2022

  Hi *****,
  
  Thank you for bringing this to our attention. We apologize for any inconvenience experienced with the delivery process.
  
  Upon review, we can confirm your tracking information states your package is currently out for delivery. Unfortunately, at this stage of transit no further updates may be provided until a delivery attempt has been made.
  
  Moving forward, kindly note that we have stated in our email correspondence with you that in regard's to Route's PayPal Reimbursement option, if receiving a refund via PayPal is not an option for you, you may request a refund through the original payment method once your claim is approved. A representative will reach out to our team with the details and we can finalize the claim on your end.
  
  Therefore, we ask that you file a claim via Route so we may finalize this issue.
  
  Should you have any further questions or concerns, please do not hesitate to contact us at ******************************************

• Initial Complaint

  Date:12/08/2022

  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.

  My order from *************** was placed November 12th, order #XXXXXXXXXXX Order total was ****** then I paid ****** on top of that for "shipping and handling, Adult signature service, and Route Shipping protection" plus tax for a total of ******* All those charges were for a **** business days delivery. Original tracking information sent to me was: ************ After contacting them about the slow delivery a new link was sent to me with similarly useless tracking info: **********************************************************
  
  I'm happy to share these emails going forward. I've asked twice for them to simply cancel my order and issue a refund. My next complain was ignored until I resent it yesterday December 7th. Again I was denied a cancellation or a refund. Today December 8th I received a response to my latest complain attempting to blame the "Route package" I have no interest in that, I paid far too much for all the various shipping charges for them to not even be able to identify if the order was ever even shipped and for them to try to blame someone else. Every customer service email response I've gotten have refused to identify themselves. All I want is a refund and to cancel my order. I'm not sure this is a legitimate business, they seem to have just taken my money for the order, piled on nearly 50% in various shipping charges and have no idea where my order is, if it exists, or care to find out.

  Business Response

  Date: 12/20/2022

  Business Response /* (1000, 5, 2022/12/09) */
  Hi ****,
  
  Thanks for bringing this to our attention. I've reviewed your case history and can see that your package is still in transit. Unfortunately, once an order has been processed and shipped, we will be unable to intercept it to cancel for a refund.
  
  It seems that you may be having some trouble filing a Lost Package claim through ******* services. Our team will assist in filing the claim for you. Please allow some time for ***** to review the claim. A representative will contact you with an update once their investigation has concluded.
  
  In the event that ***** is unable to assist with a resolution, please let us know by contacting us at ********************************

• Initial Complaint

  Date:12/08/2022

  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 been a loyal customer of ********************** for a long time. Recently they switched shipping companies from *** to some unknown carrier that evidently attempts delivery at a very odd time (6:55 am according to tracking info), does not even ring the doorbell, does not send any e-mail's notifications, does not leave a note at the door for an attempted delivery, does not specify if or when redelivery will be attempted, marks the delivery as exception (customer's fault for not being home), and forgets to update tracking information thereafter.When I contacted Element, they do not want to take any responsibility and tell me that once they ship the order it's out of their hands. Of course its out of their hands at that point but the decision to switch to a crappy carrier was very much in their own hands. They tell me to contact them after 25 days of the shipment date if I still have not received my order. 25 days? What am I supposed to do as a customer in the meantime?

  Business Response

  Date: 12/13/2022

  Hello ********,
  
  Thank you for bringing this to our attention. First and foremost, we would like to apologize for any inconvenience experienced with the delivery process.
  
  USPS and many other major national carriers are in the process of denying the shipment of electric cigarettes and vape-related products. In order to continue offering services to our customers, we have pivoted to using smaller regional carriers, and are building a new network specifically for the shipment of Vape related products. These smaller regional carriers will not have the same infrastructure in place as other major carriers such as ************ and ****
  
  We were able to confirm that the carrier did attempt to deliver your package at 6:55AM, which we apologize for on their behalf. Additionally, the carrier will attempt to deliver your package a total of two times prior to returning your package back to our facility, which we can confirm they have failed to do. As a result, we will not require you to wait until your package is received back at our facility in order to issue a refund. I have gone ahead and issued a refund for your order today. Please allow 2-5 business days for the funds to reflect back into your account.
  
  If you have any further questions or concerns, please do not hesitate to contact us at ******************************************

• Initial Complaint

  Date:12/06/2022

  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.

  This company offers fraudulent products, they do not ship, instead the company takes your money for an indefinite amount of time (until you complain about it to them) then after a months long back and forth they will cancel the order and refund the money (another ***** days) all in all they will have had your money for several months before you can retrieve it. They are purposely damaging consumers and misleading consumers with their impossibly overabundance of products (they offer more products than they have it stock. Please investigate)The website offered expedited shipping at checkout and I paid it, then was sent messages that shipping is ***** days which is not what I paid for and when I contacted the company I was told that there is no such express shipping option but I have screenshots. It was a blatant lie and i am being scammed. THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION THIS COMPANY REQUIRES AN INVESTIGATION

  Business Response

  Date: 12/07/2022

  Hello ******,
  
  Thank you for bringing this to our attention.
  
  Kindly note, all orders will require ***** business hours to process prior to being shipped. Your order placed on 12/05/2022 was still processing when you inquired about your order with the following message on 12/06/2022. Kindly refer to the screenshot provided.
  
  As a refund has been issued due to the unsatisfactory processing times, this matter is considered closed.
  
  Should you have any further questions or concerns, please feel free to contact us at ******************************************
  See Attachment/File: Order ***********.png

• Initial Complaint

  Date:12/01/2022

  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.

  Date of transaction - 11/5/2022 Amount of money I paid the business - $95.49 The business committed to shipping me multiple products which were not received.The nature of the dispute - It has been a month and there were not delivery attempts made. On 11/22/2022 the package was sent back to the carrier and I contacted them for a refund. They are refusing to refund me until it "arrives back at their facility" I want a FULL refund as I am not at fault in any way for this happening. I've reached out multiple times via email throughout the entire shipping process to try to get updates that were never provided. The only responses I received were copy/paste. There should be no deduction from return when it comes to shipping/adult signature costs as this is 100% their fault as a company, and they should take full responsibility for their carriers failure to provide updates or make delivery attempts. I am fully willing to provide screenshots of my email conversations with this company showing that in 12~ emails back and forth I was only given automated responses to all, but one. Order number is ***********

  Business Response

  Date: 12/02/2022

  Hi ******,
  
  We do apologize for any inconvenience experienced with the delivery process.
  
  Unfortunately, the only information we have available for your package being returned to sender, is the following: "Canceled - Canceled By Customer". Please feel free to refer to the photo attachment provided.
  
  Please note, issuing a refund once your package is received back at our facility, is the standard procedure here at Element Vape. Rest assured, once your package is received and processed, we will contact you with a refund confirmation.
  
  More information regarding packages being Returned to Sender can be found in the link below:
  
  **********************************************************************************************************************

  Customer Answer

  Date: 12/03/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It's extremely weird that you say it was canceled by the customer considering I asked multiple times who the carrier was only to be told you won't provide me that information so that I could get in contact with them for updates to my package. I was never in contact with the carrier who claims it was canceled by the customer. There were no attempts to deliver the package or contact me in 17 days. It's completely unreasonable to have to wait 17 days for the package to be sent back to your company and then another 11+ days for it to return to your facility for a refund. Your company should be taking full responsibility for the carriers that you use and I shouldn't have to wait a month to receive my refund. The link you sent me as to why it was sent back to sender are completely irrelevant in this case as the address provided is a valid address, not a PO box, I am over 21, it's not a gated community, and on top of that there were no attempts to deliver the package.

  Business Response

  Date: 12/06/2022

  Hello,
  
  As a one-time exception, we have gone ahead and issued a refund prior to the shipment being received at our facility. The funds should return to your card within 2-5 business days depending on your card issuer/bank's processing time (or 10 business days if a prepaid gift card was used).
  
  Note: Business days do not consist of weekends or holidays so thank you for your patience.
  
  Should you have any further questions or concerns, please don't hesitate to contact us at ******************************************

• Initial Complaint

  Date:11/30/2022

  Type:Sales and Advertising 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 attempted to place an order on Nov 23 and had a spinning icon indicating that the order wasn't going through. I emailed them to request help and they responded that day telling me to erase my cookies/history use a new browser and a new device. I did everything they recommended and I still couldn't get the order to process. I tried every single day from 11/23 till 11/28 and could never get my order to go through. I contacted customer support at Least 2 times a day requesting help and had no response since 11/23. I have ordered from this company 5 previous times and never had any issues.. I also ordered from several different companies for different products during this time and didn't have any issues with those orders. I even reached out to Element Vape on ****************** instagram trying to get help and still no response. I finally received a response on 11/28 and they wanted me to resubmit my drivers license even though I had already submitted it prior to my 5 other orders. I sent them a picture of my license and they said I could then resubmit my order.. except I could no longer use my Black Friday discount code. I tried to make my purchase over 5 days and never received help from this company and then find out it was a problem on their end and they refuse to honor the discount they advertised for Black Friday. I can't imagine how they can't help a customer for 5 days straight and then they have to have me clear up their issue and then not honor their sale discount that I was unable to use through no fault of my own. I planned on buying $350 through them and would have used another company if I knew Element vape would not honor the sales price. I have every email and screenshot of how I tried to fix the issue and how they had nonexistent customer support during a high volume holiday season sale period of time. I did everything I possibly could to rectify this and Element Vape did not. I would appreciate being given the Black Friday discount on the order.

  Business Response

  Date: 12/06/2022

  Hi *****,
  
  Thanks for bringing this to our attention.
  
  I've reviewed your case history and can see that a team member had already offered to honor the mentioned Black Friday promotion should your order be placed successfully.
  See Attachment/File: **********************************jpg

• Initial Complaint

  Date:11/28/2022

  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.

  Order # *********** amounting to ***** Placed on Nov 10 When I placed the order i expect a deplay per the website. On Nov 22 it ststed "attempted to deliver" which is not accurate because grown daughter, 4 small children a dog and myself were at the house preparing for the upcoming holiday. Since then it has stated "out for delivery" I have written the company three times with not a single reply from them. I am beyond frustrated, the disappointment with a company i had formally praised goes beyond words. I shall not be using again.

  Business Response

  Date: 11/29/2022

  Hi *****,
  
  Thank you for bringing this to our attention.
  
  Upon review, I can confirm we have responded to each email inquiry you have sent. If you have not received our responses, we recommend checking your spam folder as our emails contain important information regarding the status of your package.
  
  Additionally, your tracking information does state that a delivery attempt was made and unsuccessful. The carrier will attempt to deliver your package once more, if that delivery attempt should fail, it will then be returned to sender. If this is the case, we will contact you with a refund confirmation once your package has been received back at our facility.
  
  More information regarding returned packages can be found in the link below:
  
  **********************************************************************************************************************
  
  If you have any further questions or concerns, please do not hesitate to contact us at ******************************************