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Business Profile

Electronic Cigarettes

Vapor.Com

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Electronic Cigarettes.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 2 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:01/18/2023

    Type:Delivery Issues
    Status:
    Answered
    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 a Volcano Hybrid on Jan 5, 2023, order # VAPOR446919 for a total of ~$684. Thirteen days later this item still hasn't shipped despite the website information stating "Our Shipping Policy features rapid order processing with same-day shipping for all orders placed Monday - Friday before 2:30pm EST (1:00pm for orders shipping to ******)." I've had multiple contacts with Vapor.com, all with the following bottom line: The item is boxed up and the warehouse, ready to ship out, but there is a long delay at the warehouse while they take inventory (?!). I was told a week ago that it would probably ship by yesterday. Well, it didn't ship, and now customer service states that it will probably go out tomorrow, but also it might not. And they refuse to cancel my order...totally impossible they say. But, they say, hey we'd be happy to give you a discount on your next order. Can I just have my $684 back?!! I'd like to say that they are being honest and this is an isolated incident, but looking over their reviews over the past several years, delays in shipping lasting weeks or months are common with this company.

    Business Response

    Date: 01/23/2023

    Dear *****,

    We truly apologize for the delay in shipping your order. Due to our annual warehouse inventory being conducted, we were temporarily unable to process orders until 1/17. A notification was presented before placing each order explaining this delay before accepting payment. We are happy to see your order shows delivered to your home on Friday 1/20/23 (**********************). We hope you are now enjoying your brand-new Volcano Vaporizer! Again, we sincerely apologize for any inconvenience or confusion. Please let us know if there is anything else we can do to resolve this to your utmost satisfaction. 

     

  • Initial Complaint

    Date:01/05/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    #VAPOR443304. Made this purchase in late September as a Christmas present due to sale. When the item was open out of the box and plugged in it didn't turn on, I changed the fuse and it didn't turn on either. The company says they will not honor a return after 30days.

    Business Response

    Date: 01/10/2023

    The customer purchased their order #*********** on August 31, 2022, which was delivered on September 3, 2022. This documentation is attached to this response. They reached out on September 2, 2022, about the progress with their order which one of our representatives replied with the tracking number of the order. On December 29, 2022, the customer replied that the unit was defective and that it was a gift, and it was just opened. We only offer a standard 30-day return policy once the order has been received which we explained that they would have to reach out to the manufacturer for warranty. There was no other correspondence until we received the BBB complaint. Earlier today I personally reached out to the customer after doing some research and found out that the manufacturer has dissolved and is no longer able to do warranties. We are offering him store credit for the amount paid on the order. The customer is happy with the resolution.

    This can be marked as resolved. 

    Have a wonderful day!

     

    Customer Answer

    Date: 01/18/2023

     
    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,

    *******************

Vapor.Com is NOT a BBB Accredited Business.

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