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:01/18/2025

  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 began receiving text messages yesterday evening, Jan 17 2025 about a delivery to my address. At first, I thought they were just another scam, but then I received a call saying my delivery was on the way. I told the operator I didn't order anything and then received an email stating my Eaze account was suspended. There was no email confirming the order before this took place, the suspension was the very first email from Eaze (via support). I then emailed support back telling them I didn't place any orders and asked for details about who accessed my account. They keep telling me they have completed an investigation and don't see any evidence of unauthorized access. I did not log into eaze for over a year, and have never shared my username and password with anyone. This IS unauthorized access and the support **** *****, is refusing to provide the details. I believe this is an inside job, done by an Eaze employee, and they're protecting that person internally. I need an executive from Eaze to get in touch with me and provide all the details so I can file a formal report about identity theft immediately. See correspondence attached.

  

  Business Response

  Date: 01/21/2025

  Hello,
  Attached is the response you received after requesting more information. As you can see, we have provided all the information we had, along with additional details regarding our decision on the matter. Thank you for understanding our concern for driver safety and the reasoning behind our decision.

  Customer Answer

  Date: 01/21/2025

   
  Complaint: 22830766
  
  I am rejecting this response because it doesn't provide unit number, IP address (which is tracked to individual owners, not the community), nor name. No one has my login information and I have no friends or acquaintances living at the address that was provided. I believe this is an "inside job" done by an Eaze employee and asked them to check if any of their employees who have access to customer account information resided in the condo complex. I have not heard back about this request. 
  
  Sincerely,
  
  Viktoriia Nevmyvakova

• Initial Complaint

  Date:11/25/2024

  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 made an order with Eaze and paid in cash upon delivery. Items were missing from the order and Eaze has offered credit to my account good for **************************************************************************************************** and they have refused any other remediation. I would have no complaint if the credit did not expire, but as it does and I cannot use it in time it is of no use to me and not transferable.

  

  Business Response

  Date: 12/24/2024

  See attachment for response 

• Initial Complaint

  Date:08/13/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 8th I ordered from eaze.com, which is the company I usually order my recreational products from. The delivery driver came on time and when attempting to take my payment in his POS he could not get it to work. We tried multiple times to get the charge to clear and he stated each time that it was not working. So he called his dispatch and reset the device, it then worked. I got my order for $119 and left. I then checked my bank and realized I was double charged. I had two transactions for $116 and two ATM withdrawal fees of $3 each. I checked the companies website for help, it states during business hours there is a live chat. This is false, the live chat just leads into an email contact form, even during business hours. So I use the email contact form and explain everything. It takes awhile for them to reply and when they did they said they will need to get my bank account information since they couldn't refund to my debit card for some reason. I provided all of the information for my bank. I waited 48 hours. Still no response. No confirmation of a refund or any intent to refund me. I am currently on unemployment and have no other income, I needed that extra money badly and they are still keeping it from me. I sent additional emails to the company and again, no response. I still have yet to use their live chat feature as it does not exist. This company needs better accountability of employees and way better customer service. This is my last time ever using this company.

  

  Business Response

  Date: 09/04/2024

  Refund was processed on 08/14/2024

• Initial Complaint

  Date:07/23/2024

  Type:Billing 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.

  After ordering from Eaze, they delivered the wrong order. After notifying them of the incorrect delivery, they refused to either deliver the product as ordered or refund the money.

  

  Business Response

  Date: 07/26/2024

  Hello. The agent provided a credit for ****** which the customer used on 07/23/2024 using ****** and has a remaining credit balance of ******. Please see attached screenshots of the order paid for with the credits given as well as the conversation between the customer and the agent showing the agent advising the customer at the time of the credits.

• Initial Complaint

  Date:06/12/2024

  Type:Order 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 around 8PM at 6/11/24. It was past 10PM when she arrived and when I to pay, she said Apple Pay doesnt work. Then proceeds to call someone and they tell her and me that it will be delivered tomorrow. I didnt want to loose the deal so I didnt cancel it, they were apparently suppose to!Next day, I reach out to chat support probably 4 times, and they were the useless, especially ******* who I thought was gonna help. Then it wa marked delivered at 1:59PM on 6/12/24. Like what? To who? I never got a call or text that someone is here and they randomly gave my order away to someone else? The driver (****) kept it? Thats illegal in many cases. Plus, I didnt pay so who paid?.

  

  Business Response

  Date: 06/28/2024

  Hello. Our supervisor ***** reached out and provided the customer with a full credit for the order while we details within the order that took place on the 11th of June. The customer did place another order and used the credit that was provided on the 14th of June. Please see attached. 

• Initial Complaint

  Date:05/23/2024

  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.

  system is down and there is no customer support available this is ridiculous

• Initial Complaint

  Date:04/07/2024

  Type:Order 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.

  Eaze robbed me of $205 and has yet to remedy the issue. I placed an order for $90 the next day I check my bank account and there is a $205 pending charge. I contacted the company and they were extremely unhelpful and offered no remedy or reasoning for the situation.

  

  Business Response

  Date: 04/23/2024

  Because it is a debit transaction we require a customer submit their account and routing numbers via secure form so we can process the refund. This refund was approved, the driver was corrected and coached and we reached out to the customer advising them of the next steps. The customer's response was, as you can also see in the attached document a message indicating they had no intention of working with us to resolve this matter. We need this information in order to move forward with the refund which was approved back on 04/07/2024.
  
  Customer's response:
  ******************************
  
  Apr 07 8:13 pm
  
  I will not be providing your company any additional personal banking information. You can help me from the point by cooperating with my bank when they reach out to investigate the charges. The only other thing I would like is an explanation as to how I was overcharged to begin with. As Im sure I wont get a truthful response you can treat it as a rhetoric question and I have nothing further to discuss with your company. Have the night you deserve.

• Initial Complaint

  Date:03/06/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 14oz pkgs of cannabis at $200 and was delivered two joints worth about $40. I contacted customer service and they asked for pictures and said it would have to be "reviewed" and I would hear from someone in ***** hours about a refund. I contacted them again 12 hours later after not hearing from them and they said my photos were not clear and asked to send them again. Then they credited $200, but this customer service experience has been so horrible I do not want to use their services again as this was their s**** up and they did absolutely nothing to help rectify it. They told me they do not have a mechanism to refund people and it is impossible to refund to my card, which I do not understand how a business can function without the ability to refund people no matter their refund policy. I would like a refund to my card immediately.

  

  Business Response

  Date: 03/07/2024

  Hello ********, 
  
  I apologize for the time it took us to resolve the issue. The initial agent that assisted you has been coached. As you know, the refund was subsequently approved and we thank you for filling out the refund form we sent. The refund is being processed as we speak. 

  Customer Answer

  Date: 03/07/2024

   
  Complaint: 21396035
  
  I am rejecting this response because I have yet to see the refund process started in my account.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:10/27/2023

  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 an order with Eaze today at 4:56 PM. I was told that it would be delivered by 8:20, then that timeline was update to 10:30 in violation of local ordinance. I contacted customer service to see if they were going to arrive before cut off and they said no and cancelled the order. This is no less than the 10th time Im the last year that Eaze has failed to deliver their product by their own quoted deadline. I can provide documentation of every support conversation where they failed to delivery the product they promised. At this point, Im not sure how one can call themselves a business if they dont actually provide the service they advertise. I would not recommend anyone count on this business to fulfill its orders.

  

  Business Response

  Date: 11/01/2023

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address the complaint filed by ******, and we understand the importance of customer satisfaction in maintaining a reputable business.
  
  Issue of Timeline and Local Ordinance
  
  ****** placed an order with us at 4:56 PM, with an initial delivery estimate of 8:20 PM. The timeline was later updated to 10:30 PM, which indeed violates local ordinances for cannabis delivery. We apologize for this oversight. Our delivery timelines are usually accurate, but in this instance, we failed to meet our own standards as well as the expectations set by local laws.
  
  Customer Service Interaction
  
  Upon realizing the issue, ****** contacted our customer service for clarification. Our team promptly informed her that we would not be able to complete the delivery before the legal cutoff time and subsequently canceled the order.
  
  Previous Service Failures
  
  ****** mentions that this is the 10th time we've failed to deliver as promised. This is a serious concern that warrants internal investigation. We understand that frequent service failures can ***** trust, and we are committed to improving our services.
  
  Resolution
  
  As a token of our apology, we have issued ****** a courtesy credit as well as a credit equivalent to the promo percentage discount she missed due to the canceled order. We are also implementing stricter monitoring of delivery times to prevent such incidents in future.
  
  We are fully committed to rectifying this situation and ensuring that ******, along with all of our other valued customers, receives the high-quality service they expect and deserve. We hope this resolution is satisfactory and demonstrates our commitment to customer satisfaction.
  
  Thank you for bringing this to our attention.
  
  Sincerely,
  ******
  Vice President of Customer Support
  

• Initial Complaint

  Date:08/18/2023

  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.

  I order 4 items through Eaze.com. The driver pulled up unprepared and scanned the 4 items while I waited. After she drove away I noticed one of the items was incorrect. Instead of a STIIIZY batter they gave me a PAX ERA unit. I have tried for 3 days now to contact them thru email and Chat. The customer service is NON EXISTENT. Other than a standard email received reply no one has answered any of my attempts to contact them.

  

  Business Response

  Date: 09/05/2023

  We assisted this customer via live chat on August 20th at which point we issued him a credit, he thanked us and then subsequently placed another order using the credit he was given.

  Customer Answer

  Date: 09/05/2023

  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,
  
  ***********************