Complaints

This profile includes complaints for MyVpro.com's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

MyVpro.com has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MyVpro.com

  25739 Hillview Ct Mundelein, IL 60060

• 

  MyVpro.com

  25739 N Hillview Ct Mundelein, IL 60060-9437

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:05/07/2025

  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 May 2nd, 2025, I placed an order with MyVPro.com and realized that items that were supposed to be 2 for $9.99 didn't price correctly when I checked out. They totaled at 2 for $14.99 instead. I noticed that my total was around $10.00 more than it should have been and went back to look at my order. I reached out to customer service and sent them a screenshot of the pricing error. They replied by saying: "Thank you for reaching out, we apologize for the confusion, we will have our techs remove the old BOGO promotion, this was part of our promotion before tariffs went up we truly apologize for the inconvenience."I continued the correspondence and asked if I could get a refund of the price difference since it was clearly advertised or a store credit at least. They then responded by staying: "Thank you for your continued correspondence. We understand your request regarding the price difference. However, due to the recent increase in tariffs, the cost of these devices has unfortunately risen. Consequently, we are unable to offer a price adjustment or store credit for the previous promotional price at this time.We appreciate your understanding in this matter. Please let us know if you have any other questions or concerns."I feel that this response and lack of correction to any fault is in a direct violation of their states Retail Consumer Protection Act. The retribution I was seeking was not anything crazy.

  Business Response

  Date: 05/14/2025

  Dear BBB and *** ************* you for giving us the opportunity to respond to this matter.
  First and foremost, we sincerely apologize to *** Day for the confusion caused by the promotional pricing on her order.
  We would like to clarify that the 2 for $9.99 promotion mentioned in the complaint was a limited-time deal that had already expired prior to May 2nd, 2025. We had updated our main Deals page banner in a timely manner, but due to a technical issue, the promotional image remained visible on some individual product pages longer than intended. We deeply regret this inconsistency and have since corrected the issue across our site.
  While we did explain that the promotion was no longer valid at the time of her purchase, we understand how the outdated banner could have caused confusion. To acknowledge the inconvenience, we issued a $10 gift card (store credit) to *** Day as a gesture of goodwill. We truly value our customers and strive to provide clear and accurate information at all times.
  We have also implemented additional checks to ensure that expired promotions are promptly removed from all areas of the site in the future.
  Thank you again for the opportunity to clarify this situation.
  Sincerely,
  ***** ***
  ***************************start="1439" data-end="1442"> MyVPro.com

• Initial Complaint

  Date:12/26/2024

  Type:Delivery 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.

  Order was placed on 12/2/24 (order ******) with an overly inflated tax charge. I continued to the purchase only because there was a pop-up box that said final tax amount would be e-mailed or texted to you. I thought a reputable business would fix this in fulfillment. Nope!I ordered some old, discontinued pods only and my tax was almost 25% of the subtotal. There is no vape tax in this state for hardware only, so this doesn't make sense.I've attempted to reach someone who can help through numerous phone calls that go to a recording that you can't leave a message, through the support e-mail address, as well as through the website. The first time I reached someone was before my order even arrived to fix this. He said a manager would call me back, but nothing. I finally got to a person today, almost three weeks later, but he put me on "hold" to call a manager to discuss this and the price match I requested. After 35 minutes of being on "hold", I finally hung up. Now they won't answer again.I only ordered because myvpro used to be a very reputable and loved company. However, they are apparently under new ownership and it's a shady business at best. Since I cannot reach anyone to help me with refunding the overcharges, my only recourse is to warn others about this horrible lack of customer service and very questionable charges. They've blown me off almost long enough for their 30 day return policy to pass, so I HIGHLY recommend you proceed with caution. It's not worth the price or hassle.

  Business Response

  Date: 01/08/2025

  Dear BBB Representative,
  We are writing to address the complaint submitted by ***** regarding order #******. The order was placed on December 2nd and shipped on December 6th with tracking number ******************************. Below are the details of the order and the actions we have taken to resolve the customer's concerns.
  Order Summary
  The customer purchased 11 vape-related pod products with a total value of $141.44.
  A $15 discount code and an additional $9.99 code were applied, which also provided a complimentary vape juice gift.
  Per Illinois state law, all vape-related products are subject to a 15% vape tax, in addition to the customers local sales tax of 7%. These taxes combined for a total rate of 22%, resulting in $25.62 in taxes based on the discounted order total.
  Order Confirmation Details
  After the order was placed, we sent an order confirmation email to the customer on December 2nd, clearly outlining the order details, including the exact tax amount. The customer did not raise any concerns at the time. It was not until December 6th, after receiving the package, that the customer questioned the tax charges and the product pricing differences.
  Customer Concerns
  After receiving the order, the customer contacted our customer service team to dispute the tax charges. Our representatives patiently explained the following:
  The 22% tax includes a 7% sales tax and a 15% Illinois vape tax, which are mandated by law.
  The vape tax applies to all vape-related products shipped from ********, including complimentary items, as required by regulations.
  The customer refused to accept these explanations and claimed that other websites offered lower prices, demanding either a price match or a refund. While we strive to provide competitive pricing, the customer had already utilized two significant discounts, and we were unable to match prices from other websites.
  Actions Taken to Resolve the Issue
  Our customer service representative paused the call to consult with a manager, but the customer disconnected the call.
  The customer called back and continued to insist on their demands. Despite our teams best efforts to explain the situation, the customer refused to accept any clarification.
  To ensure transparency, we followed up with a detailed email, reiterating the tax breakdown and the discounts applied to their order.
  Our Position
  We have fully complied with state and local tax regulations, as well as our store policies. The customer was informed of the tax charges in the order confirmation email, which they received immediately after placing the order. No objections were raised at that time. The concerns were only brought up after the package was delivered.
  We regret that we are unable to fulfill the customers request for a full refund, as the taxes were calculated in accordance with legal requirements. Furthermore, we have already provided the customer with significant discounts and a complimentary gift.
  We respectfully ask both the BBB and the customer to understand our position and request the case to be closed.
  Thank you for your time and consideration. If you need any additional information or documentation, please do not hesitate to contact us.
  Sincerely,
  Amber
  MyVpro Customer Support Team

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22733047
  
  I am rejecting this response because:

  Per attached documentation from the start of this exchange, I did try to contact the business about the taxes because I thought they would be adjusted during fulfillment since the pop up note at checkout says it will be emailed or texted to you. NO WHERE on the site does it explain that the consumer is charged an inflated tax fee based on the business' location. I have NEVER seen this in my many years and many orders of vape supplies. This should be clearly stated, as I would never have ordered.

  At no point in the two times I reached an actual person did anyone explain the charges and price matching. I was told the first time that someone would contact me (BEFORE MY ORDER WAS EVEN RECEIVED!), which did not happen. I finally reached someone towards the end of the month who only said he needed to call a manager, but I did not waste over thirty minutes waiting just to disconnect the call. The *** had clearly left me on hold forever to avoid responding to my inquiries.

  As for receiving an e-mail, that did not show up until Jan 8th, which is not coincidentally the same time you responded to this complaint. This was my first and only response from this company.

  A "free" vape product should indeed be FREE. I do not vape this high ********, and it was a mystery product that was automatically added to my cart. So I'm paying taxes on something I didn't want and had no choice in flavor? I was planning on giving it away, but did not expect to have to pay 22% tax on the retail price for something you clearly said was FREE.
  

  As for the $15 promo code used and "the 9.99" credit for the free vape, the price match would have been significantly more than these "promos". That's why you won't honor it despite the website showing you do.

  Your business practice, lack of transparency and customer support, as well as blatant lies in your response shows just how terrible your business is since myvpro.com changed ownership. It used to be a great, ***utable company, but you are no longer honest or upfront. The fact that you would rather keep my $142 than honor a complete return request speaks volumes to your very shady business practices.
  
  Sincerely,
  
  ***** *********

   

   

• Initial Complaint

  Date:09/04/2024

  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.

  Did not send correct and full order. Missing: DAZZLEAF PIEPii 510 Thread Battery1 Color: "Purple Sky"I paid for this item back in August, and I would like to receive said item.I have contacted "********", customer service representative, multiple times, to no avail. She now simply ignores my requests.

  Business Response

  Date: 09/26/2024

  Dear BBB Representative,
  We are writing in response to the complaint filed by ***** ****** regarding an order placed on August 8th on our website. The order consisted of 7 battery products, which were dispatched on August 15th. Prior to shipping, on August 9th, we notified the customer of a potential delay.
  As part of our standard procedure, we photograph each shipment before it leaves our facility, including the shipping label and the products inside the package. Based on our records and the photographic evidence, the 7 items ordered were packed and shipped as requested by the customer.
  The customer later contacted us with concerns about the color of one of the products. We promptly responded and offered to replace the item once it was returned. We also provided the customer with a return label for the item in question. As of now, we are awaiting the return of the product, after which we will send the replacement.
  We have also informed the customer that they can contact us directly at ************** if they have any further questions or concerns. We believe we have addressed this matter in a timely and professional manner, and are committed to ensuring customer satisfaction.
  Please feel free to contact us if any additional information is required.
  Sincerely,