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Business Profile

Vaporizers

JUUL Labs, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Vaporizers.

Complaints

Customer Complaints Summary

  • 35 total complaints in the last 3 years.
  • 15 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:01/08/2025

    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.
    A **** settlement class action was approved payments went out the end of 2024 I filed for this settlement and validated $7000 worth of proof I got a payment validation email twice ,when the settlement was approved by courts ,I waited to recieve my payment I emailed I even called ******* times I only got threw once in which a lady told me Im not in the system they solely took my information using a settlement and I believe they use this settlement and a fraudulent way to take people information

  • Initial Complaint

    Date:01/07/2025

    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 did a class action lawsuit with them and they denied my claim. They awarded the ones who didn't have proof and gave them over 1000 when it was only suppose to been 300 per person. I used the products. Please give me my money back.

  • Initial Complaint

    Date:12/04/2024

    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.
    Chulo owes me $15.32 for a class action lawsuit settlement that I was approved for the payment was supposed to be sent to my email address on around. I think October 30 of 2024 in the form of a EE gift card/MasterCard I never received the payment. I have sent multiple emails to Julow in regards to me not receiving the payment and I keep getting the runaround with them saying that the payment was sentto the email address that I signed up for, but they dont have any confirmation that I received it or that I used it and theyre not willing to resend me my money

  • Initial Complaint

    Date:07/25/2024

    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.
    I have purchased 9 devices in the last year, All begin to lose power and not fire properly within the first month. I have been using Jewel since 2018, My first jewel device lasted two years Without having any issues. The second one Ive purchased lasted also nearly 2 years before having issues. The **** devices I have purchased in the last two years Have issues within a month,, Especially those purchased in the last year will last about three weeks before misfiring, Randomly firing, Or Unable to hold a charge for more than two hours. The pods will leak into the device, regardless of the position it kept. Standing upright, it will leak into the battery from the bottom bottom, If laying flat, it will leak from the edge between the mouthpiece and the chamber. **** is either Purposely making their batteries at a lower quality and not sealing it properly, so the liquid gets into the electric components and kills the device quicker than before, Or the pods are made to leak more than before. This has been happening since the lawsuits and the bans Starting two years ago, Likely because with the bands, they are selling less devices And purposely making them to break much faster so theyre able to sell more By having the devices break quicker and having the liquid leak quicker Causing the customer to buy more than they would have to If the quality were the same as before.

  • Initial Complaint

    Date:07/24/2024

    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.
    I purchased a **** device at my local 7 11 store. It did not work. I went to return it, or replace it. They told me to do so through **** direct. I contacted **** through an online chat. Requested I make an account. Had to load my nj dl and submitted a photo. The website wod not verified my age. Continued with cjat.and I was told customer.serv would reach out in a few hours. It is now over 12 hours. No response.

  • Initial Complaint

    Date:05/06/2024

    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.
    On April 10th I made my first ever **** order of 2 packs of pods and a device with the 40% off first order discount. I decided I wanted to change my order so I cancelled it within the allotted time period of 45 minutes. When I reordered, I purchases 3 packs of pods for $85.81 but was not granted the 40% off since I had technically canceled my first order and this would be my second order. I was in communication with a chat agent who promised me that they would personally make sure I got my 40% refunded to me once the charge finalized. This never happened, so I would like a full refund as compensation for the hours of time I spent on chat and was unable to resolve my issue through the terrible customer service.

  • Initial Complaint

    Date:04/23/2024

    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.
    Ticket ******** I reached out to **** because I purchased **** pods recently and there is some leaking going on. I even mentioned from the beginning that Im not sure if the issue is with the **** itself or the pods.Ilom let me know that he cannot help me with the pods, and instead offered a 10% coupon, which I cannot even use in ******. So, I asked him to replace my **** device instead. He told me to do it through the website, however his instructions simply do not work. I am unable to do it on the website.ALL I am looking for is some help with my warranty, which I am legally entitled to. I asked **** if he can help me replace my **** pods and he refused. I asked him to help replace my **** device, and he refused this as well. I have been a **** customer for years. Is this a way to treat me? What did I do wrong? I answered ALL the questions he asked me, and all I get is a 10% coupon I cant even use?I NEVER asked for this coupon, I just want to use the warranty for my defective **** device or **** pods. Please help me with this. I have been waiting over a month for someone to help me, and I can assure you I will not let anyone violate my rights.

  • Initial Complaint

    Date:04/04/2024

    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 purchased some defective pods in November. I dealt with the account manager until 3/16/24. He did not provide a resolution so on 3/16 i contacted customer support. At that time i was told i would have a resolution in 1 to 3 business days. Finally got a response that they would send me a gift card for *****. I dont want their money. I want the product that was defective replaced. I have spent hours on the phone with them since 3/16 and can not speak with a resolution manager. Last night they told me someone would call me back within 2 hours. They did not. I called back today and was told i would have to make an appointment. The appointment was at 545 for them to call me back. They did not so i called them. I habe been on the phone for an hour, currently still on hold and the only resolution they can provide is that someone will contact me on 1 to 3 business days. I have been told that so many times. I no longer belong that. I cant believe they run a business without managers. They will not provide me with an address because of security. 4 packs are ***** plus tax

  • Initial Complaint

    Date:09/12/2023

    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.
    They are not working or they leak that's not right.....

  • Initial Complaint

    Date:07/24/2023

    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.
    I have had device issues for over a year, I was at a smoke shop discussing that the **** devices I recently purchased didn't work right out of the box, so we tested the one I was buying, didn't work, we tried 4 more, none of them worked.It's apparent that **** has quality issues they are not interested in fixing. If you want you complaint to be really heard, complain the the **** they'll put them out of business, not because they sell a nicotine device, because they sell one they know doesn't work.

JUUL Labs, Inc. is NOT a BBB Accredited Business.

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