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:07/12/2025

  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.

  Sent absolutely wrong product and refuse to refund or provide any customer service at all in any way.I've been waiting weeks just for any response or a way to get the product I already paid for a month ago with zero help. At this point they have stolen my money.

  Business Response

  Date: 07/14/2025

  Hey ****,
  
  Thank you for contacting us regarding your recent order. Were truly sorry to hear that you received the wrong item. Please know that your inquiry is important to us, and our dedicated support team is committed to resolving this matter as quickly as possible.
  
  Weve reviewed your case, and a representative will be reaching out to you shortly through your open support ticket to ensure everything is fully resolved.
  
  If theres anything else we can do to assist you, please dont hesitate to follow up through your support ticket. We appreciate your feedback and the opportunity to improve your experience with us.
  
  Best regards,

• Initial Complaint

  Date:06/24/2025

  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 have a peak pro and hot knife. The hot knife will not hold a charge and the firmware on the peak is causing it to brick. Submitted a claim for both under reference #***. I received one email from support with troubleshooting options. I have replied to this email over 5 times since 6/17 it is now 6/24 and I have heard nothing back. To spend over $500 for two items and the company doesnt have a direct customer service number and email responses are nonexistent is really a bad look. Both of these items are still under warranty it shouldnt be this hard to replace.

  Business Response

  Date: 06/24/2025

  Hey Toni,
  
  We hope this message finds you well, and we appreciate you reaching out.
  
  We understand how important a timely resolution is, and we want to clarify that our system processes support tickets in the order they’re received. When multiple follow-up messages are submitted before a response is provided, the ticket’s place in the queue may reset, which can unintentionally delay our ability to assist. We sincerely apologize for any frustration this may have caused.
  
  That said, we’re happy to confirm that your Hot Knife warranty has been approved and your replacement order has already been submitted.
  
  Additionally, your assigned support representative has received your most recent message regarding the Peak Pro warranty and will be prioritizing your case accordingly.
  
  We truly appreciate your patience and cooperation, and we look forward to resolving this matter for you promptly.
  
  Best regards,

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair 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.

  I bought a Puffco Peak at the end of March for $250. The device didn't even last for 3 whole months before it completely stopped working in June. The device was throwing two different codes at me (alternating between blinking white and red and just blinking white). Initially I did research into the codes, hoping the issue was something I could resolve on my own via cleaning or whatever else; I even spent the money to replace the atomizer, just in case, as one of the codes was supposedly a connection issue. After none of the remedies I attempted made any difference with functionality, I decided to reach out directly to Puffco to open a warranty claim. I initially emailed them on June 18th at around 10 am. I got verification that my email was received by them and that I would get a response "between 48 and 72 business hours." It's officially beyond the 72 business hour **** and I haven't had any contact from a company representative to address my issue. For the cost of the product, I am extremely upset about the lack of communication and poor customer service, especially when the company itself can't even commit to the timeline it sets for customers.

  Business Response

  Date: 06/24/2025

  Hey Venessa,
  
  We hope this message finds you well, and we appreciate you reaching out.
  
  We completely understand how frustrating it can be to wait for updates, and we sincerely apologize for the delay. Due to high volumes, our response times are currently longer than usual. That said, please rest assured that we are fully committed to resolving your issue as quickly as possible.
  
  We’ve reviewed your case, and a support representative will be reaching out to you shortly through your open ticket to ensure everything is fully addressed.
  
  If there’s anything else we can do to assist you in the meantime, please don’t hesitate to follow up directly through your support ticket. We appreciate your feedback and the opportunity to improve your experience with us.
  
  Best regards,

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23509620
  
  
  
  I am rejecting this response because: the company's response was simply telling me to repeat steps I've already taken to resolve the issue. When filing the initial warranty claim with Puffco, I made them aware of what steps I took in attempt to remedy the problem myself BEFORE making the claim; had these steps worked in the first place, I wouldn't have needed to file a warranty claim.

  
  Sincerely,
  
  
  
  Venessa Bialas

  Business Response

  Date: 06/27/2025

  Hey Venessa,
  
  Thank you for your follow-up. We hope this message finds you well.
  
  After reviewing your open support ticket, we’re happy to confirm that a pre-paid return label has been provided so we can proceed with your warranty service.
  
  We truly appreciate your patience and cooperation throughout this process. If you have any further questions or need additional support, we encourage you to continue the conversation through your support ticket so we can keep everything organized and respond as efficiently as possible.
  
  Thank you again for choosing Puffco. We’re committed to resolving this matter for you promptly.
  
  Best regards,

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23509620, and find that this resolution is satisfactory to me, as long as the warranty replacement is returned without issue.
  
  
  
  Sincerely,
  
  
  
  Venessa Bialas

• Initial Complaint

  Date:06/21/2025

  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.

  Puffco Pivot device was purchased by my wife (**** *******) on 04/29/2025 and gifted me on 05/08/2025. The device ceased to stop working on 06/09/2025. I submitted emails to Puffco's customer service department on 06/10/2025, 06/11/2025, 06/12/2025, and 06/15/2025, the later of which I included copies of the receipt. I received an email from "Cheandra" on 06/16/2022 stating that they needed more information on the product (pictures, videos, proof of troubleshooting) and that it was no longer covered under warranty. This does not make sense given the product was purchased directly from them and the receipt information was provided. I did all of their troubleshooting and the device simply does not work after a month. Seeking to return the Pivot for a full refund or asking Puffco to exchange it for a working device. If you research, you will see that Puffco devices have a solid history of being defective and a documented history of terrible customer service. As such, please include me on any class actions brought against Puffco for which I may qualify. Thank you

  Business Response

  Date: 06/24/2025

  Hey Larry,
  
  We hope this message finds you well, and we appreciate you reaching out.
  
  Upon reviewing your support ticket, we can confirm that our Associate Customer Service Manager has been actively working with you to resolve the issue and gather the information needed to assist under our warranty process.
  
  At this time, we are still awaiting that information in order to move forward. Once received, we’ll be able to promptly complete the warranty process.
  
  In our most recent message, we provided troubleshooting steps and clarified that, as the issue appears to be tied to the chamber, replacing the chamber should fully resolve the problem.
  
  Please note that chambers are replaceable components with an expected lifespan of 1–3 months, and replacement chambers are available for purchase through our website.
  
  The Pivot battery is covered under our 2-year manufacturer’s warranty, and chambers are covered under warranty if a malfunction occurs within the first 30 days of ownership.
  
  If the issue persists after completing the suggested troubleshooting, please respond directly to your open support ticket with the requested information so we can continue assisting you with the next steps under warranty.
  
  We remain committed to resolving your issue, and we respectfully ask for your cooperation with the warranty process so we can move forward.
  
  That said, please note that per our policy, we are unable to offer refunds for items that have been opened or used. We appreciate your understanding in this matter.
  
  If you have any further questions or need additional support, we kindly ask that you continue responding directly to your support ticket so we can best assist you. This helps keep all communication organized and efficient.
  
  We truly appreciate your patience and cooperation, and we look forward to resolving this matter for you promptly.
  
  Best regards,

  Customer Answer

  Date: 06/24/2025

   
  
  Complaint: 23502348
  
  
  
  I am rejecting this response because:

  Given the device was purchased directly from Puffco, and the actual receipt and order number were provided, it is unclear what information they possibly still need to warranty this purchase. Perhaps if someone from their company would contact me timely, I wouldn't have had to go to the BBB for resolution. 

  Nowhere in their advertising, product manuals, or disclosures does it say that you would need to purchase replacement parts every month for $60. 

  
  Sincerely,
  
  
  
  Larry Crosley

  Business Response

  Date: 06/27/2025

  Hey Larry,
  
  Thank you for your follow-up. We hope this message finds you well.
  
  After reviewing your open support ticket, we’re pleased to confirm that your warranty has been approved and your replacement order has already been processed with expedited shipping.
  
  We understand how important timely communication is and regret if any delays contributed to your frustration. Please know that our team is here to help and actively working to support your experience.
  
  If you have any further questions or need additional assistance, feel free to continue the conversation through your support ticket.
  
  Thank you again for choosing Puffco. We appreciate your business and remain committed to providing the best possible customer service.
  
  Best regards,

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23502348, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Larry Crosley

• Initial Complaint

  Date:06/19/2025

  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.

  Date of Transaction: March 31, 2025 Amount Paid: $220.00 Item: Puffco Peak Cloud Edition Order Number: WB145561 CLAIM FORM: #***** Delivery Address: ******************************************* I purchased a Puffco Peak device through a verified vendor on March 31, 2025, and submitted a warranty claim shortly after encountering issues. While this product is often marketed as a luxury item, for customers like me, it serves an essential role in managing health conditions through medicated concentrates.Despite the product's premium pricing, support has been lacking. I submitted the warranty claim and have followed up multiple times over the past 10 days with no meaningful response. The absence of timely support or alternate communication channels has created significant stress and inconvenience. It is unreasonable to invest over $200 in a product only to be left without functioning equipment and without help.I'm requesting that the business provide a clear and prompt resolution or replacement, as the current handling of this situation is unacceptable and detrimental to customer trust and well-being.

  Business Response

  Date: 06/20/2025

  Hey Jose,
  
  We hope this message finds you well, and thank you for reaching out regarding your warranty claim.
  
  We understand how important a timely resolution is, and we want to clarify that our system processes support tickets in the order they’re received. When multiple follow-up messages are sent before a response is received, the ticket’s place in the queue may reset, which can unintentionally delay our ability to assist. We sincerely apologize for any frustration this may have caused.
  
  That said, we’re happy to confirm that a member of our team has provided a pre-paid return label to proceed with your warranty service.
  
  If you have any additional questions or need further assistance, we encourage you to continue communicating through your support ticket to ensure all information remains organized.
  
  We truly appreciate your patience and cooperation, and we look forward to resolving this matter for you promptly.
  
  Best regards,

• Initial Complaint

  Date:06/17/2025

  Type:Order 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.

  Nature of Complaint:Product Issue Defective Device and Failure to Honor Warranty Details of the Complaint:I purchased a Puffco Peak Pro and began experiencing serious functionality issues shortly after. The device flashes red and white and immediately stops any session mid-use, making it completely unusable. I contacted Puffco Support on May 11, 2025 (Ticket #******) and followed all of their troubleshooting steps. I submitted everything they requested, including a video of the issue, serial number images, proof of purchase, and my shipping information. On May 21, support confirmed they had everything they needed to proceed with a replacement chamber. However, they have failed to send the replacement or follow up in any way. I emailed them multiple timeson May 31, June 2, June 5, June 12, and June 16with no response. This delay has ruined a trip I had planned, and the lack of communication is both frustrating and unprofessional. At this point, I feel ignored and dismissed by the company, even after fully cooperating with their warranty process.

  Business Response

  Date: 06/17/2025

  Hey Kieve,
  
  We hope this message finds you well, and thank you for reaching out regarding your warranty claim.
  
  We understand how important a timely resolution is, and we want to clarify that our system processes support tickets in the order they’re received. When multiple follow-up messages are sent before a response is received, the ticket’s place in the queue may reset, which can unintentionally delay our ability to assist. We sincerely apologize for any frustration this may have caused.
  
  That said, we’re happy to confirm that your warranty has been approved and we’re ready to proceed with your replacement order.
  
  Your assigned support representative has received your most recent message and will be prioritizing your case accordingly.
  
  We truly appreciate your patience and cooperation, and we look forward to resolving this matter for you promptly.
  
  Best regards,

  Customer Answer

  Date: 06/18/2025

   
  
  Complaint: 23478170
  
  
  
  I am rejecting this response because:
  
  
   After submitting all requested information on May 21, I received no replacement and no updates. When I followed up multiple times, Puffco blamed me for “resetting the response timer” by emailing—rather than apologizing for the delay.
  
  
  Due to their lack of response, I had to spend over $100 out-of-pocket to replace the defective item they sold me. Now I may end up with two chambers, when I only needed one. That’s not acceptable.
  
  
  I am requesting:
  
  
  A refund of $100+ I had to spend unnecessarily
  A formal apology for blaming me and failing to follow through
  A commitment to improve their customer service process
  
  
  
  
  I should not be penalized for following up on a claim Puffco failed to resolve.
  
  
  
  Sincerely,
  
  
  
  Kieve Johnson

  Business Response

  Date: 06/24/2025

  Hey Kieve,
  
  We hope this message finds you well, and we appreciate the opportunity to follow up on your concerns.
  
  After carefully reviewing the history of your support interaction, we want to acknowledge and sincerely apologize once again for any frustration caused by the delays you've experienced. Your time and satisfaction are important to us, and we’ve made every effort to resolve your warranty claim as quickly as possible.
  
  We’d like to clarify that your claim has remained active and was being handled by one of our representatives throughout the process. At no point were you blamed for following up - instead, our representative explained how our system functions: when multiple follow-up messages are submitted before a response is provided, it can inadvertently reset the ticket’s place in the queue. This is not a reflection of blame, but a transparency effort to help set expectations and ensure fair response times across all customers.
  
  Our team provided troubleshooting support and ultimately confirmed your warranty replacement was approved. We prioritized the order with expedited shipping at no cost to you as a courtesy for the delay, and we’re happy to confirm that your replacement part was successfully delivered yesterday.
  
  Regarding the additional purchase you chose to make while your warranty claim was still active, we understand the urgency you felt, but please note that outside purchases made independently cannot be reimbursed under our warranty policy. 
  
  We value your feedback and take your concerns seriously. Our team is continuously working to improve both communication and response times, particularly during high-volume periods. While we are confident that our support team has acted in good faith and with professionalism, we are always open to constructive feedback that can help enhance the customer experience.
  
  We appreciate your understanding and your continued patience, and we hope the replacement part fully resolves the issue. If you need any further assistance, we welcome you to continue working with your support representative directly.
  
  Best regards,

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23478170, and just received the replacement thank you this response is satisfactory for me.
  
  
  
  
  Sincerely,
  
  
  
  Kieve Johnson

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair 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.

  I purchased 3 products that make a set. The device had a part malfunction they sent a replacement part as everything was still under warranty. That part is not typically under warranty as they said. The part they sent failed within 2/3 days again. The part is very expensive and should not malfunction after 2-3 days use. Apparently its a known problem. Yet they continue to sell it and refuse to refund for the case ($50) which without the adapter and pivot devices working its useless its designed unit to be used together. They take a week to respond and delay to avoid warranty returns. I spent about $320 for a product that only worked for a month. I just want my money back and now they dont respond at all because their policy is 14 day returns but it takes 2 weeks for them to get a replacement part to me before theyll consider a replacement or return. Its not right.

  Business Response

  Date: 06/04/2025

  Hey ***,
  
  We hope this message finds you well, and we appreciate you reaching out.
  
  We completely understand how frustrating it can be to wait for updates. While we truly appreciate your enthusiasm to get this resolved, please note that due to high volumes, we are currently experiencing delays. Rest assured, we are fully committed to resolving this matter as quickly as possible.
  
  Upon reviewing your support ticket, we can confirm that a member of our team has been actively working with you to address the issue. Our ****************** Service Manager handling your case has received your latest response and will be in touch to provide further assistance and work toward a resolution.
  
  That said, please note that per our policy, refunds are not offered for items that have been opened and/or used. We appreciate your understanding in this matter.
  
  Thank you again for your patience and cooperation. Were dedicated to resolving this matter promptly and to your satisfaction.
  
  Best regards,

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23408227
  
  I am rejecting this response because: I do not want a new battery thats not the issue. I want my money back the product is defective. Their warranty for battery is 2 years but the chamber is not covered is deceptive and I bought 2 things need the ******** that are defective yet they only offering 1 replacement. They dont understand they should have sent 2 ******** at a cost of $60 each time they break. Last one worked 2 days. 
  
  Sincerely,
  
  *** *******

  Business Response

  Date: 06/06/2025

  Hey ***,
  
  Wed like to kindly reiterate that, as outlined in our Terms and Conditions, our primary goal is to ensure our customers are fully satisfied with their purchase. If a product is found to be malfunctioning or defective upon arrival, we're always happy to assist with troubleshooting and provide any necessary replacement parts to get your device functioning as intended. However, as noted in our policy, refunds or exchanges are not offered for items that have been opened and/or used.
  
  Upon reviewing your support ticket, we can confirm that our ****************** Service Manager has been actively working with you to resolve the issue and gather the information needed to assist under our warranty process.
  
  In our most recent message, we provided troubleshooting steps and clarified that, due to the issue affecting multiple ********, your Pivot base is covered under our two-year warranty. Replacing the base should fully resolve the issue.
  
  If the issue persists after following the suggested troubleshooting, please respond directly to your open support ticket so we can continue assisting you with the next steps under warranty.
  
  We remain committed to resolving your issue, and we respectfully ask for your cooperation with the warranty process so we can move forward.
  
  If you have any further questions or need additional support, we kindly ask that you continue responding directly to your support ticket so we can best assist you. This helps keep all communication organized and efficient.
  
  We truly appreciate your patience and cooperation, and we look forward to resolving this matter for you promptly.
  
  Best regards,

  Customer Answer

  Date: 06/08/2025

   
  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:05/31/2025

  Type:Service or Repair 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.

  Bought Puffco it worked for five days quit working sent request warrant it took ****** at least just to get shipping label sent product back its been on month nothing but sale emails spent 420 dollars on something I cant use and dont have I understand it take time but 2 months unexceptable and. Wrong no way talk to someone contact I would have never bought product if I knew it would be this way

  Business Response

  Date: 06/02/2025

  Hey ***,
  
  We hope this message finds you well, and thank you for reaching out regarding your warranty claim.
  
  We understand how important a timely resolution is, and we want to clarify that our system processes support tickets in the order theyre received. When multiple follow-up messages are sent before a response is received, the tickets place in the queue may reset, which can unintentionally delay our ability to assist. We sincerely apologize for any frustration this may have caused.
  
  That said, were happy to confirm that your warranty has been approved and were ready to proceed with your replacement order.
  
  Your assigned support representative has received your most recent message and will be prioritizing your case accordingly.
  
  We truly appreciate your patience and cooperation, and we look forward to resolving this matter for you promptly.
  
  Best regards,

  Customer Answer

  Date: 06/02/2025

   
  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:05/28/2025

  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 submitted my Puffco Peak Pro for a warranty claim on 3/9/2025 following all official instructions and communicating with a representative named *******, who confirmed receipt. I shipped the device on 5/7/25 and confirmed delivery the same day. Since then, I have received no updates despite multiple follow-up emails. It has now been three weeks with no response, leaving me feeling ignored and stressed. I am requesting an update, resolution of the warranty claim, and return of my repaired device. I hope ******************** will respond and resolve this matter without further escalation. If the device can not be returned, I am requesting a full refund.

  Business Response

  Date: 05/29/2025

  Hey ****,
  
  We hope this message finds you well, and thank you for reaching out regarding your warranty claim.
  
  We understand how important a timely resolution is, and we want to clarify that our system processes support tickets in the order theyre received. When multiple follow-up messages are sent before a response is received, the tickets place in the queue may reset, which can unintentionally delay our ability to assist. We sincerely apologize for any frustration this may have caused.
  
  That said, were happy to confirm that your warranty has been approved and were ready to proceed with your replacement order.
  
  Your assigned support representative has received your most recent message and will be prioritizing your case accordingly.
  
  We truly appreciate your patience and cooperation, and we look forward to resolving this matter for you promptly.
  
  Best regards,

• Initial Complaint

  Date:05/24/2025

  Type:Service or Repair 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.

  On 5/17 I paid $300 for a Puffco Proxy at my local dispensary. Seeing as the product was a hefty $300, I was foolish enough to expect it to work. After troubleshooting it all morning, I decided to open a warranty claim with the company since I could not get a physical replacement at the store (I purchased the last one and I don't believe I can return something I've opened). After waiting until Tuesday for a response, all I got was essentially "hey, I googled 'puffco proxy not working' and these were the top three results, have you tried these?" and I already said that I tried those in my initial email. How else do you think I got to the warranty claim page?Anyway, they've gone silent since Tuesday when I provided them all of that and my receipt. I imagine I'll hear back from them in another week with another useless message that gets me no closer to a functioning device that I paid $300 for. This company does not care about you, your time, or your money. They're scammers. Go with Lookah or Dr *******

  Business Response

  Date: 05/27/2025

  Hey *****,
  
  We hope this message finds you well, and thank you for reaching out regarding your warranty claim.
  
  After reviewing your support ticket, we can confirm that a member of our team has been actively working with you to gather the necessary information to proceed under our warranty policy.
  
  We understand that waiting for updates can be frustrating and sincerely appreciate your patience. Please note that our system processes tickets from oldest to newest. Multiple follow-up messagesthough completely understandablecan unintentionally delay our response time, as each new message resets your tickets place in the queue.
  
  Your representative will be prioritizing your case and will follow up with you as soon as possible. Were committed to resolving this for you and appreciate your understanding as we work through your request.
  
  Please keep an eye on your inbox for their message. Were committed to supporting you through this issue and appreciate your understanding as we work toward a solution.
  
  Thank you for choosing Puffco. We value your business and are here to help every step of the way.
  
  Best regards,

  Customer Answer

  Date: 05/27/2025

   
  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,
  
  ***** ********