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:10/30/2023

  Type:Customer Service 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 ordered a Smok 3 Pod starter kit from Vaporfi on Sept 25. The kit cost 18.95. The total cost with taxes, and shipping and handling is 34.09. Vaporfi sent me an email on Sept 27 with a link to a tracking number. If I clicked on that link it showed that the order was received in Shelby and order created on Sept 26. I checked that link over and over for a week and it showed no movement no change. I reached out to Vaporfi customer support on Oct 4 to see if the could give me an update on the status of my order. They replied that the order shipped and they were experiencing delays 3-10 days past the 3-8 original shipping days. I emailed customer support on Oct 9 again that there was still showing no movement of my order when I checked tracking. I requested that they cancel my order and refund my money at that time. Customer support replied that I had not given them enough time and that they refunded 15 dollars of my money. On Oct 16 I emailed Customer Support to tell them I have not received my order and asked them to cancel the order and refund my money. They told me I have to wait 30 days. On Oct 26 I emailed them to ask them to cancel my order and refund my money. They emailed me that my order is on the way. I don't know what else to do

  Business Response

  Date: 10/31/2023

  I am showing this order was already refunded for 30 days no movement. 

  Customer Answer

  Date: 10/31/2023

   
  
  Better Business Bureau:
  
  
  Vaporfi emailed me today that they are in the process of refunding my money as of today. I have reviewed the response made by the business in reference to complaint ID 20796271, and find that this resolution is satisfactory to me. That was all that I wanted to begin with I just could not get anyone to listen to me until now. Thank you so much for interceding on my behalf.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:09/18/2023

  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 spend over $200 on product on 8/31/23. I has said out for delivery and delivered to carrier multiple days. When I reach out to box check the delivery carrier, they say I need to reach out to the place I ordered, Vapor Fi. Vapor Fi phone number doesn’t work and emailing customer support goes as undeliverable. How am I supposed to contact Vapor Fi if none of their contact methods work anymore? Either deliver my product or give me a refund immediately

  Business Response

  Date: 09/22/2023

  I am showing this was delivered and signed for by you. 

  Customer Answer

  Date: 09/22/2023

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

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:07/19/2023

  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.

  July,05,2023, was the date purchased,
  I have given my License number before I could buy the device, Also paid $5,99 was also paid for a signature that never took place when came to the door. I want a refund of the $5,99 that they never completed on their part.
  
  ORDER# ********* 
  TRACKING # ******************** ,,,, BOXCHECK

  Business Response

  Date: 07/19/2023

  Hello, The complaint then should be filed against the carrier. We are the vape company, we do not deliver the products to you. 

• Initial Complaint

  Date:06/29/2023

  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.

  Placed an order on June 6th with 3-8 business days for shipping. Since June 14th the site has stated it is out for delivery and every day it changes the delivery date to the current date. I’ve reached out to support a few times and they have given me false information on the timing of the delivery. At this point I believe this to be a scam and I want my money back.

  Business Response

  Date: 07/10/2023

  This shows it was refunded on 6/30 for returned to sender. 

  Customer Answer

  Date: 07/11/2023

   
  
  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,
  
  
  
  **** ******
  

  
  

  ***If you are happy with BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other free services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent to: BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:03/08/2023

  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.

  Ordered over $100 worth of items on January 31st, the tracking has shown "Awaiting carrier pickup" since I ordered it. I contacted support almost two weeks ago and haven't heard anything back yet. I'm seeking an update on delivery or full refund as this is the second vape company (ElectronicTobacconist) that's done this. Almost makes me think they're the same people

  Business Response

  Date: 03/10/2023

  I have refunded your order. It looks like we do not have a final mile carrier in your area. We are not the same company, we are just using the same carriers with **** * *** *** ***** no longer delivering vape products. 

• Initial Complaint

  Date:02/14/2023

  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 haven’t received my order that I placed on Feb 2nd and was a 3-8 business day window. It’s not here and all I want is a full refund and it’s not here. Corporate was supposed to call me never did. I have all the information attached below of what conversations and my tracking info. It’s been in my hometown Owings mills since Feb 7 th , so now it’s Feb 13th and still no product I will never shop with them again

  Business Response

  Date: 02/14/2023

  Good Monring, 

   

  I sent you a message this morning as the agent advised your that corporate would contact you.  It has not been 11 days. It states 8 business days as stated on your order Select Shipping Method - Adult Signature Needed (3-8 Business Days) $5.99 and you placed the order after 5 on the on 2nd, so today is the 7th business day in transit. I advised you this morning that I was recalling the package and would be able to refund all of the order once it has been marked as RTS except for the 5.99 signature fee which states on the site if the order has to be RTS it is non refundable. Once the order is confirmed RTS we will refund the order. Thank you and have a great week. 

  Customer Answer

  Date: 02/14/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have attached my EXACT order and HIGHLIGHTED everything… and in FACT it says NOW THAT IT WAS DELIVERED!! How ? I thought you needed a ID VERIFICATION? 

  and if it’s BUSINESS DAYS TODAY MARKS 9th BUSINESS DAY ! 
  

  I WANT MY REFUND IMMEDIATELY 
  
  
  
  Regards,
  
  
  
  **** ******

  Business Response

  Date: 02/15/2023

  You have us confused w the carrier. We will request POD from the driver and if they do not have it then we can refund the order . They are not required to get id. They are only required to get a signature. Per our tems and conditions of our site: DELIVERY CONFIRMATION
  You agree that any delivery confirmation provided by the carrier is deemed sufficient as proof of delivery to you as the credit card holder responsible for this transaction. In the event a return is required, please know that all shipping fees, including the adult signature fee, are non-refundable.

  Customer Answer

  Date: 02/15/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  NO ONE EVER RANG MY DOORBELL AND NO ONE EVER ASKED FOR A SIGNATURE AND AS FAR AS DELIVERY THERE WAS A WHOLE IN THE PACKAGE AND THROWN ON MY STOOP SO, THERFORE I DONT ACCEPT ANYTHING YOU SAY TO ME I WANT MY REFUND TO MY CARD DUE TO YOUR MISCOMMUNICATION AND THE WEBSITE ITSELF ITS CONFUSING MAKE IT CLEAR … I NEVER SIGNED A THING BC I WORK FROM HOME IN MY OFFICE AND I HAVE FOOTAGE OF THE PERSON DROPPING IT OFF. REFUND ME EVERYTHING EXCEPT THE SHIPPING I DONT CARE WHAT YOU DO WITH THAT BUT THE COST I OAID YOU FOR PRODUCT THAT TOOK 2 weeks IN REALITY IS NOT OK W ME. SO this is the ONLY THING THAT WILL STOP THIS FROM GOING FORWARD. 
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:01/23/2023

  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 made a purchase from the company on December 14, 2022. When I received my order one of the ejuices I ordered was missing. I contacted the company by email since I was unable to locate a phone number. 17 emails later the issue has not been resolved. I understand a delay because of the holidays. I didn't expect to still be dealing with this issue.

  Business Response

  Date: 01/24/2023

  I looked at the picture you submitted and that is not one of our order numbers. You have filed a complaint against the wrong company. 

• Initial Complaint

  Date:01/06/2023

  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 spent $104.11 with Vaporfi on 12/05/22 with their site stating 5-8 day shipping and today is 1/05/23 and I cannot seem to get the product or Refund. I recently disputed the charge with my CC company and it’s under review.

  Business Response

  Date: 01/06/2023

  I am showing that an agent has already refunded this. Please contact your bank. 

• Initial Complaint

  Date:01/04/2023

  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 purchase a vape that was to be shipped to a local store. I have since found out local store is no longer in business and i am not out the money with no help from this company i want my money back i do not want the vape. I have also contacted my bank to how are you going to make this right customer service has not helped.

  Business Response

  Date: 01/12/2023

  This order has been refunded in full. The package was RTS. 

  Customer Answer

  Date: 01/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* *nd have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ********* *******

• Initial Complaint

  Date:12/28/2022

  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 a purchase online and never received the product. order# ********** they would just show up at random time and leave a note saying no one was home. i sent multiple requests asking when the next attempt would be, or could i go pick it up from them. (every request i sent was robotically replied *** **** ***** *** ******** ******* ****** ** **** ***** *** ***** **** ** ******** *** ******* **** ** *** ******** this message was sent back regardless of my request for resolve, over and over. i have these requests and responses if needed )
  this order now shows cancelled and charged $57.20 but i do not show a refund till this day.
  
  when i got an email saying my first order was shipped back to the vender. i reordered
  Order #********** i had this order shipped to a local business for me to then pick up when i can, as a resolve to not being home when random delivery attempt was made. it now shows complete $56.07
  
  i still had not seen a refund for original order # ********** i sent a message asking why i did not get a refund for the package that was shipped back to them. i got the same automated response. i still show no refund for the return to vender product. and my new order was cancelled instead of a response to the inquiry of refund for original order.
  
  -synopsis
  they failed to deliver my first order in a reasonable way. i sent several inquiry to ask for a resolve that was reasonable. i got no viable response and the product was shipped back to them. i reordered with it shipping to a local recipient to resolve issue of no recipient when delivered and sent them a message asking why i have not seen a refund for the first order and they cancelled the new order out of spite. till this day i still do not show a refund for the original order.
  
  i created a new order and referenced this complaint. stating i expect this order to be fulfilled and the funds for the original order to be refunded as a resolve to this issue.

  Business Response

  Date: 12/29/2022

  We are not the shipping company and can not control their attempts or lack of attempts. We have refunded any outstanding orders to the card on file and you will need to reach out to your bank for that information. Once we refund the orders , the bank will deposit the funds back to your account. We are not responsible for the actions of the delivery company. All orders you had pending have been canceled, refunded and recalled back to us and the account blocked from future orders. Thank you and have a wonderful Holiday. 

  Customer Answer

  Date: 12/30/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  
  
  
  
  Regards,
  
  
  
  ****** *******

   

  all i want is my product and they will do nothing to help me or email me for update on what's happening. "we have refunded any outstanding orders" WHAT DOES THAT MEAN. they have now cancelled the forth order and act like it was to help me??? ALL I WANT IS MY PRODUCT.  they refuse to make that happen.... period. i even sent a message to there local store and got no response. how do i escalate the complaint... i will never stop until they give me what i paid for, i have the right as a consumer to be given the product or services i have paid for. on the latest two orders i had it shipped to a local business that can accept the order and i can sign when i get there. THIS COMPLETELY RESOLVES THE PROBLEM WITH THE SHIPPING COMPANY. yet they still do nothing and blame it on someone else. 

    i want them to email me with updates on when the product will ship, or what in the 1st level of hell do i have to do to get the only product around anymore that i enjoy. this complaint needs to be addressed directly with vaporfi corporate office. the text book, copy and paste answers we get from them are obviously not coming from a group that is authorized to do nothing more than "DENY AND PUSH BLAME" 

  Business Response

  Date: 01/04/2023

  Once you file a chargeback our system blocks you and this was your second after continuing to order from us. It messes up our merchant account with chargebacks. You did these chargebacks and still was getting orders.  Your orders were all refunded and recalled. You can not order with us anymore. 

  Customer Answer

  Date: 01/05/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  to bbb: thank you for helping me with this issue. its obviously a no win situation. the company is not willing to rectify the issue and has now banned me from ordering out of spite. thank you for your time and help. i will not be purchasing from this company anymore. 

   

  I trusted this company and was a loyal customer for a decade. when vaping second hand companies got greedy and started adding a non gov approved additive to there product ******** * ******** it started ******* ******* *he industry collapsed and vaporfi was bought out by a company that cares about nothing but profit. every attempt to order product from the new owner has ended in me not getting the product. i begged for help and they ignored me blaming the sipping company. i sent a complaint to the bbb and they blocked me from ever ordering again. this company is a sham. DO NOT ORDER FROM THIS COMPANY, you will get 0 help if anything goes wrong. on my 5th attempt at ordering, i finally got a what i paid for and THE QUALITY  OF THE PRODUCT IS NOT WHAT IT USE TO BE. the flavor is verry bland and not the high quality product it use to be. i tried several new companies and found **************************** to be the new top place to order vaping supplies.... verry fast, no problems, excellent customer service and high quality product... don't waste your hard earned money on this company its not the top tier vender it once was.

  
  
  
  
  
  
  
  Regards,
  
  
  ****** *******