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Business Profile

Product Sales

Focus V

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Product Sales.

Complaints

Customer Complaints Summary

  • 38 total complaints in the last 3 years.
  • 3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Sent in my base for a warranty issue with being less than 2 weeks old. I sent in a limited edition clear Base and they sent back a Base Model and won't respond to my emails anymore.

  • Initial Complaint

    Date:05/08/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 recently purchased a charging base and another accessory from the company online. They do not have a phone contact and only can be contacted via email, which they use to make requesting a refund or an item that was never delivered very difficult and a long drawn out process. The very first email I sent included all information that was needed to resend me what I paid for, its been two weeks since I ordered it and I have not resolved the issue and now they wont even respond. So they took my money and sent my package to the wrong house (the address provided was correct), then they insist I do the legwork to find where it went and retrieve it. They request I file a claim through **** but they didnt include Insurnace on the package so I cannot claim it. At this point I just want a refund and for others to know they are not trustworthy.

  • Initial Complaint

    Date:05/05/2023

    Type:Product Issues
    Status:
    Unanswered
    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 an item, but didn't realize it was on back order. When I did realize I asked them to cancel and refund me. They don't even have the item I ordered , it wasn't packaged or anything. But they won't give me a refund. They say there are "no returns". But this isn't a return , I just want to cancel an order , and get my money back. They can't refuse to refund me!

  • Initial Complaint

    Date:04/27/2023

    Type:Product Issues
    Status:
    Unanswered
    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 2 atomizers on 11/28/22 for $65.73, received them on 12/13/22. After using one of the atomizers for less then 2 months, (2/6/23) one of the atomizers orings disintegrated and caused shorting issues with my Carta Helios ($300.00). Support then sent me a single replacement which I received on 3/11/23 over a month later. During this course, on (Feb 16, 2023, 10:50 AM PST) Focus V apologized for the huge delay on the order and then offered me a free product which I selected a glass top, in lieu of refunding the order. Since I was already inconvenienced, I let focus V know if like the glass top. But when my order came in, there was no glass top. After asking Focus V where the glass top was when I received my order on 3/11/23, they let me know it shipped separately. I've still to this date not received any free glass top that was previously mentioned. The atomizer I received on 3/11/23 started showing faulty qualities and I let Focus V know right away. They first started to blame my equipment but after proving my point and the issue in over 20+ emails and videos, they agreed to send me another replacement on the first atomizer. I have been in back to back communication almost daily on the status of my replacement from the order received on 3/11/23 and Focus V, the manufacturer refuses to give me any update other then the atomizers are backordered. The company makes a plethora of other products and accessories. If they were true to their customer service with all these delays and issues I've had they should have offered me a different product all together. I now have a 50 plus email chain asking them for updates on this. Recently the second atomizer received on 12/13/22 started having issues. I've asked Focus V for acknowledgement of replacement on that and they refuse to respond. I've asked them to call me, they refuse. I've since ordered a completely separate set of 2 atomizers from SlickVapes in the amount of $85.96. I am set to receive those tomorrow.

  • Initial Complaint

    Date:04/27/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Places an order with this company on. The 30th of March. Was never informed it was on back order they then promised to resolve the issue with a different atomizer and have it shipped out in 24 to 48 hours. It has almost been a full 30 days wit little to no response from them its beyond unacceptable. I was putting in more tickets for complaints and I was getting other customer service representatives and they were merging my ticks into one log and not responding to resolve the issue. But almost to antagonize me. Would love for you guys to help me out never had to do this before I have purchasers so many other products from them cant believe it really came to this.

  • Initial Complaint

    Date:04/17/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    It has been over a week and the customer service will not get back to me about my warranty exchange spent over 500 others on this shop

  • Initial Complaint

    Date:04/12/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 Monday, April 10th, I placed an order with Focus V for an item (Carta 2) I thought was on sale. The following day, I realized I had not purchased the item at the sale price and was mistaken (their website is very confusing, more on that in a moment). It turns out Focus V's sale had not yet begun the day of my purchase, despite the appearances of their website leading me to believe the contrary.I then attempted to contact Focus V (April 11th around 5:20pm EST) via email to cancel this order (as it had yet to ship, per their listed policy: *******************************************************) with the intention to re-order using the credit from that cancellation to buy the same product and more, on sale. In immediate response to this query, I was told flatly "... that is not possible, according to our policy, we do not accept order cancelations." and was given no response to further inquiry. I found this unsatisfactory and felt deceived by the layout of their website as well as the general milieu of the circumstance. To be specific - the only place I could find their so-called policy was behind a link in VERY small text at the bottom of their website, but I also found the above URL that indicates Focus V -would- provide credit for orders that have yet to ship...so I am still unclear on what their alleged policy substantively dictates.Finally, as if in response to my multiple inquiries the previous day following their denial, I was met with an automated email today (April 12th at 11:44AM EST) that my order was being shipped (against my wishes) and no further communication has been made by Focus V (it is now just after 2pm on the 12th). This was done the following business day AFTER I had requested to cancel, and that to me appears questionable at best, and intentionally dishonest at worst.I find this all a banal study in poor, cut-rate business ethics and wish the matter resolved as soon as possible.

  • Initial Complaint

    Date:02/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    5 months ago, I purchased the Carta 2 from a local shop and after the first week, the shop's warranty expired so I contacted the customer service support email address. It's been 4 months since I submitted a warranty request claim and I haven't heard anything from them. I've checked my email and spam, and even sent another request which is recorded on my account with FocusV. Still, I haven't heard back from the company about providing a replacement device. Even if they are to replace it after this complaint, I'm extremely hesitant to use a FocusV product, knowing the device will break and I would have to spend more money to have a warranty fulfilled. I wish to bring my experience of FocusV to the attention of anyone who is considering purchasing a concentrate e-rig online or in-person.

  • Initial Complaint

    Date:02/25/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 a FocusV Carta 2 and have not gotten help for warranty claims. It is my second device and I've spent over 800 dollars for two products that do not work and I am being ignored for warranty. I am very upset with FocusV as a company. They deserve to provide refunds instead of having customers send a device through the mail, ultimately causing the customer to spend more money to get help from a company. I have no desire to even get a replacement knowing that they break in a week and we are lucky to get a replacement by them, as they advertise. When the replacement does arrive from warranty, it doesn't work. FocusV needs to reassess how they handle issues like this on a total scale.

  • Initial Complaint

    Date:02/25/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 two products (Carta 2) from FocusV. Both devices broke and theyve only replaced one. They ignore all customer support requests or warranty claims, except for the original one. I am out of a total of $800 and sitting on 3 broken devices and wish for a refund from the company.

Focus V is NOT a BBB Accredited Business.

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