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:04/20/2025

  Type:Sales and Advertising 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.

  April 16, 2025.
  I spent $27.99 on 3 vapes from Blackoutvapors.com. I used the email address during checkout which I know I have an account with. But I never received a confirmation email. When I log on to my account, the order is not showing up. I emailed customer support but they have yet to get back to me.

  Business Response

  Date: 04/21/2025

  Thank you for bringing this matter to our attention. We sincerely appreciate the opportunity to address the concerns raised by the customer regarding their recent order with Blackout Vapors. Upon reviewing our records, we found that the order in question was placed using an incorrect email address. As the email entered at checkout was invalid, the order confirmation email could not be delivered. This appears to be the reason the customer did not receive confirmation of their purchase. Additionally, the order was placed via guest checkout, which means it was not linked to the customer’s registered account. As a result, the order would not appear when logging into their account on our website. We can confirm that the order was successfully received and processed. According to **** tracking, the package was delivered on April 21, 2025, at 11:58 AM to the front desk, reception area, or mail room at the shipping address provided during checkout. 

• Initial Complaint

  Date:03/18/2025

  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.

  I ordered 12 vapes, and 4 of them did not work. I contacted them by email and requested to either exchange them or have a refund. They said that because I didn't email them within 72 hours, I was past the time frame. When a new vape is tested, it immediately begins to lose battery power. Because I'd ordered 12, I didn't test them immediately. So it was approx a week later when I contacted them. The first vape worked, but the 2nd one didn't. I opened another vape, and it also didn't work. So I tested all of them, and there's a total of 4 that did not work. In their email, they said I could ship the non-working vapes back to them at my expense. They sold me 4 non-working vapes, so it shouldn't be me who has to shoulder the cost of shipping. I've been ordering vapes in bulk for years from other companies, and only once did I get a non-working vape. I decided to order from this company for the first time because I couldn't find my favorite flavor at the company I usually order from.

  Business Response

  Date: 03/20/2025

  We completely understand your frustration and the situation you’re in. At the same time, we also need to follow our policies to ensure fairness for all our customers. As a standard, we do not issue refunds or replacements for opened disposables, as we are unable to test them before shipping. However, we always encourage customers to notify us within 72 hours of receiving their order so we can promptly address any concerns.  That being said, your satisfaction is our priority. We want you to have the best experience with Blackout Vapors. As a one-time courtesy, we have issued a refund for the 4 disposables in your order. The refund should reflect in your account shortly. We appreciate your business and hope to serve you again with a flawless experience next time. If you need anything else, feel free to reach out! 

  Customer Answer

  Date: 03/20/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ****** *******

• Initial Complaint

  Date:10/16/2023

  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.

  I got on Balckout Vapors October 13th, went through and picked out two vapes. One for $7 and one for $8. Went through the age verification, which it had me enter my card information before doing. Got to the checkout screen and decided with the shipping price/time I would just go buy one locally so I left the website and did not checkout. Only to find out my card was charged October 15th and got a “confirmation email” at 5:13 am. Which I did not see til waking up at 8 am. I did not give them permission to charge my card. Very disappointed and honestly feel as though now I need to cancel my card and get a new one if they’re able to just decide for me that I am in fact checking out when I had decided to go with another option.
  
  Tried to log back into my account to get more information and it says my password is incorrect. Went to reset my password and never received the email that it says it sent to reset said password. The whole experience has been exhausting.

  Business Response

  Date: 10/16/2023

  Hello,I apologize for any inconvenience you've experienced with your recent experience on our website. We understand your concerns and want to address them promptly.Please be assured that we do not store or have access to your card information, and we do not process orders without customer consent. Orders are only processed when customers place them through our website.I want to assure you that we have canceled your order, and a refund has been issued for the charge you received.Regarding the password reset email, please check your spam or promotions folder, as these emails sometimes get filtered there. If you still haven't received it, please let us know, and we'll assist you in resetting your password.If there's anything else we can do to assist you, please don't hesitate to reach out.Blackout Vapors.

• Initial Complaint

  Date:08/09/2023

  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.

  I ordered from the company. Chose the $7.99, 3-5 business day shipping for my specific order, here we are on the 4th business day since ordering, ive gotten 2 confirmations 1 on the 3rd and 1 today on the 8th, and apparently the company hasn't sent it out according to the **** customer service, not sure why not, but tomorrow is the 5th day, and honestly I didn't spend my money for this problem to occur. I just want my product truthfully.

  Business Response

  Date: 08/10/2023

   Dear Customer, We apologize for any frustration you've experienced regarding the delay in your order's shipment. We understand your concern and value your business. As mentioned in our previous email communication, your order (#******) was indeed shipped on time, but there has been a delay in tracking updates from ****. We have contacted **** regarding this issue and have issued a refund as a precautionary measure. We're sorry for any inconvenience this may have caused. If you receive the package at a later time, please let us know. We are committed to ensuring our customers receive the products they ordered and expect. If you have any further questions or concerns, please don't hesitate to reach out. Your satisfaction is our priority. Best regards, Oliver S****Blackout Vapors 

• Initial Complaint

  Date:06/28/2023

  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.

  I went to order a vape and when I hit the pay button it showed I ordered it but I didn’t receive me confirmation email I waited and tried again same thing no email so I tried to contact them about it and asked them to take one order off if I ordered the vape twice but no response and normally they are great about it I just want to know if I was charged twice and if my order went thru please help me find out I don’t have the money for 2 ?? Thank you have a nice day ! If I did order twice please remove one ??

  Business Response

  Date: 06/29/2023

  We apologize for any confusion or frustration caused by your recent order. After investigating, we have identified three separate orders from you. To rectify the situation, we have promptly cancelled the duplicate orders and initiated the refund process.
  Regarding the confirmation email, we understand its importance and apologize for any delay in our response. We have sent you an email explaining the cancellation and refund process for the duplicate orders. Please check your inbox, including the spam or promotions folder. If you cannot locate the email, kindly let us know, and we will resend it immediately. 
  Your satisfaction is our priority at Blackout Vapors, and we appreciate your understanding. Should you have any further questions or concerns, please don't hesitate to reach out to us. We value your feedback and are here to assist you. 
  Thank you for your patience as we resolve this matter. 

  Customer Answer

  Date: 06/30/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We have settled the issue please cancel request thank you  
  
  Regards, 
  
  ******* ******

• Initial Complaint

  Date:08/23/2022

  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.

  On August 22, 2022 I placed an order for 5 vapes for $69.99. Everything was moving along great, went to check out, filled out my shipping, billing, card number. Reviewed what I had in my cart and hit confirm order. A message popped up to confirm my age. It said to put the name and address I had on my ID so they could verify my age. Well, I have a drivers license from another state, the address being my inlaws OLD address as they no longer live there. I hit confirm age and it brought me straight to the order confirmed page. I'm scrolling down and it says my BILLING and SHIPPING are the address in the other state. I start scrambling looking for a cancel order, edit order, anything. I go to my account information to see if I could change my address there. It gave me the option to edit my address on my account but they pull down for state had every state but the one I live in. I immediately send an email to the support explaining what happened and said that if this can not be resolved to be sent to my actual address I want to cancel my order and get a refund. I heard nothing from them. This morning, August 23, 2022 I get an email saying my order has shipped.. to the wrong address. There is no way I would be able to receive that package. And I am frustrated that the support email is the only way to get ahold of them. They had a phone number listed but it was a joke phone number saying " hello welcome to the mental health hotline..." and so on. If this can not be resolved to send me the products I paid for to the correct address, I demand a refund.

  Business Response

  Date: 08/24/2022

  Hi, a refund will be issued.  Please allow a day or so for it to reflect in your account.  FYI we do not ship to New York.

  Customer Answer

  Date: 08/25/2022

  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. 
  
  Regards,
  
  ******* ******