ComplaintsforPerfect Vape LLC

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with PerfectVape.com on 04/24/2024 and was updated 04/24/2024 via email that my order status (order#*******) had been updated to shipped, and a tracking number was provided, confirming that it had been picked up by PerfectVapes shipping partner. On 04/29/2024, I noticed there has been no updates to show that the package is in transit. I reach out to OSM through email. *** is a third party shipping partner that PerfectVape uses. OSM informs me that they have not physically received the package and to reach out to the vendor (PerfectVape) to let them know they have not received the package. On 04/29/2024, I send message via their customer chat box and receive an auto-response via email stating: We have received your response, and will get back to you asap. Please allow ***** hours for a response. Our offices are closed after 5pm CST and the weekend.On 04/30/2024, I check my tracking number again and see that there still has been no update. At this point, due to frustration and fear that this site may even be fraudulent, I reach out to PerfectVape.come to cancel my order. This time, I receive a prompt non-automated response requesting me to verify my age with a photo ID along with a photo of myself or my order will be cancelled and no refund will be issued. I inform the customer service rep that I would no longer wish to continue with my purchase due to lack of communication and transparency. **************** continues to request and age verification and threaten to ban my account, to which I decline due to growing suspicions, concerns and lack of transparency. I informed customer service that if they do not cancel my order that I will be forced to reach out to my bank, the BBB and the **** At this point they have stopped responding. At no point did customer service ever respond to my initial inquiry regarding shipping. Im asking for PerfectVape to cancel my order and provide confirmation.

  

  Business response

  05/01/2024

  Hello,

   

  This customer is under suspicion of being a minor and did not comply with our secondary age verification. We were and are not able to offer any further assistance until we can verify that the customer is of age (21+) to purchase these products. 

  Thanks.

  Customer response

  05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: if this is true, then why proceed to send nicotine products to an individual whom you suspect to be under the age of 21, instead of cancelling the order as I requested?
  
  Sincerely,
  
  PL

  

  Business response

  05/10/2024

  Hello,

   

  The customer completed the primary age verification thus the order was placed and shipped. The customer emailed after the order had already been shipped requesting a cancellation. We cannot cancel orders once they have been shipped, however we require a secondary age verification to be completed in this case since this behavior is often from a minor. This behavior flagged the customer as a minor as well as them being uncooperative with the age verification. 

   

  Thanks!

  Customer response

  05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: The order had not been received by your third party carrier that you used and that was confirmed by OSM worldwide via email. I immediately reached out to your establishment thereafter to have the order canceled, to which your establishment refused to do so. This is unacceptable. 
  
  Sincerely,
  
  Princess Little

• Initial Complaint

  03/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered product from this company on the 15th of March and the carrier hasn't even received the package yet. I find it very unprofessional to charge someone's account with no intention of delivering the product ordered. This would have marked my fifth order with the company in the past 2 years. Either give me a refund or send me my package. It doesn't have to be as complicated as you're making it.

  

  Business response

  03/26/2024

  Hello,

   

  The customers order is currently in transit, I have attached a screenshot of the tracking updates. It was shipped out on the 18th and was received by the courier on the 26th. We unfortunately do not have control over the shipping times once the package has left our facility. The customers very first email to us contained foul language such as "P.S. F*** You Very Much P.P.S. You Suck" and also degrading language to our hardworking employees which we do not tolerate, thus they were blocked from our website immediately. I will include a screenshot of this email as well. The last update on the tracking provided to the customer states "3/25/2024 7:59 PM In Transit PROCESSED THROUGH **** FACILITY US." We will not be able to refund the order since it is in transit to the customer.

   

  Thanks.

  Customer response

  03/26/2024

   
  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,
  
  *********************

• Initial Complaint

  02/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased products from this company and was indicated that it was shipped out January 24th. They have no idea where the product is, they were deceptive as they stated **** was their shipping service that they charge you for and use a different service which they refer you in their emails. Through multiple e-mails, the company cannot verify where the package is or who has the package. *** contacted both the company and their shipping provider and they both cannot provide any meaningful information. The most recent update was that The Product was with the "Final Mile Carrier" on February 7th and it is now over 11 days, going on 12 and 13 days after the holiday weekend since that update and I still have not recieved any product.This is indication of fraud and would like to receive my money back since I have not received any products I have purchased and the company cannot locate the package themselves. Will be filing fraud charges with my bank

  

  Business response

  02/21/2024

  Hello,

   

  We have been in contact with this customer and asked them to reach out to RocketShip, our shipping partner company, to get an update on the order. On the 20th of February RocketShip informed them they do have the package and will reach out to the courier to see when they will be getting it delivered. We do have it stated on our website that we ship via RocketShip, I have attached a screenshot of our shipping information per our website. I have also included the email from RocketShip to the customer. The customer has also stated on here and in emails to us that they have filed fraud charges with their bank, since this is the case we will not be able to provide any further resolution since the issue is in the banks hands now and the order is not lost. 

   

  Thanks.

  Customer response

  02/24/2024

  I didnt go to the bank yet, because I would hope this company would actually care about their customers. Their shipping company has not responded in a week now about the status of the package. The tracking link they sent, has not updated in over 2 weeks almost 3 weeks now. That makes its over a month from ordering until now to receive package that no one can locate. 
  
  Requesting a refund for a product that has not been received is a fair request. The shipping company does not know where the package is, or they would have responded as well. PerfectVape, the company I have purchased my product from refuses any form of action outside of the sale. They are not taking any responsibility. They tell me to contact their shipper to find out where my package is. This is the service THEY utilize.
  
  If they were like "hey! our shipping services are experiencing delays, it could be a month or so" that would be different. But they are providing services under false pretenses (I have the email communication where they quote the amount of time it takes). So, their own timeline that THEY PROVIDED, has not been met and has gone far beyond what they estimated. They are refusing to do anything about it other than treat me poorly as a customer.
  
  This is the tracking link they provided:
  
  ************************************************************
  
  So, the shipping company does not know where the courier or products are. The company, PerfectVape, does not know where the products are. Neither one, PerfectVape or the shipping company, can provide a real time update on the location of the package. 
  
  What reassurances can they provide that the package is not lost? Can they provide proof that the package is still in transit after two weeks? Can they contact the shipper? Or is it the buyer's responsibility to contact the company PerfectVape chose to use as their shipping provider?
  
  
  *****
  

  

  Business response

  02/26/2024

  Hello,

  We have explained to the customer that our delivery is taking some time due to the courier but will be delivered. We had reached out to the courier to provide confirmation as requested by the customer and in which was confirmed. The customer continued to email stating it is lost. We reaffirmed the customer once more it is not lost and it is making it's way but there are delays.

  This customer's package was delivered and signed for by the customer.

  Attached is the proof of delivery and signature.

   

  Thank you

  Customer response

  02/28/2024

   
  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.
  

   

  Package was delivered. But in this day and age, for shipping to take a month, and the company you purchased products from cant precisely locate it and inform you where it is, that is an issue. Do better. Be better. You're getting crushed in online reviews. You guys were a great company at one point. And then you took a quick downward spiral. Be better. Do better.
  
  You can close this claim. 

  
  Sincerely,
  
  *******************

• Initial Complaint

  02/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. **Initial Cancellation Request (I):** - I send an email to PerfectVape **************** requesting to cancel order #******* because the items are no longer wanted,2. **Acknowledgment (PerfectVape ****************):** - ********************** **************** sends an automated response acknowledging receipt of my email and states that a response will be provided within 1-2 business days.3. **Request for Age and Information Verification (PerfectVape Customer Support):** - ********************** Customer Support responds to my cancellation request, requesting age and information verification. They ask me to provide a photo of myself holding my ID, emphasizing that failure to comply may result in the order not being processed or refunded.4. **Response to Verification Request (I):** - I respond to PerfectVape Customer Support, acknowledging the verification requirement but asserting that I should not be obligated to provide further information for order cancellation, especially since the order is no longer in progress. I request cancellation of the order and issuance of a refund to the card used for the purchase, expressing willingness to escalate the matter with my credit card company if necessary.Overall, I initially requested cancellation of my order due to a change in preference. However, PerfectVape requested age and information verification before processing the cancellation and refund, leading to my assertion of my right to cancel the order without providing additional information. per US consumer rights laws The situation remains unresolved at this point, pending further response or action from PerfectVape.

  

  Business response

  02/19/2024

  Hello,

   

  Per our terms and conditions that the customer agreed to when purchasing, we hold the right to ask for a photo age verification at any time should we suspect fraud or reasonable cause that the customer is under age. Should the customer not provide this information, we will not be able to proceed with a refund of the order. I have attached a screenshot of this from our terms and conditions. This particular customers account has three separate names attached to it which caused us to suspect fraud or an underage person. Screenshots of these are attached as well as the emails with the customer. We are unable to process any refund until the age and identity verification for each of these names has been provided. 

   

  Thanks.

  Customer response

  02/20/2024

  
  Complaint: ********
  

  I am rejecting this response because I must assert my rights as a consumer under ** consumer protection laws. According to these laws, I am entitled to a refund for my order cancellation, irrespective of any additional verification requirements beyond what is necessary for the cancellation process.

  Regarding the issue of multiple names associated with my account, I must clarify that this is a precautionary measure I take to safeguard my identity, particularly given concerns about the security of personal information in online transactions. This practice is not indicative of fraudulent intent, but rather a measure of self-protection.
  Moreover, I would like to remind this business of the legal obligations imposed by US vape laws, which mandate age verification before the sale of vape products. Given this, it seems counterintuitive to request age verification after the sale has already been made.
  In light of these considerations, I kindly request that you reconsider your stance on requiring age and identity verification for order cancellation, as it appears disproportionate to the situation at hand. I urge you to prioritize compliance with both consumer protection laws and industry regulations in your handling of this matter.
  
  Sincerely,
  
  *********************

  

  Business response

  02/21/2024

  Hello,

   

  We do require age verification prior to purchase, our email age verification is a secondary age verification system to further identify minors who may have bypassed the first age verification. It is stated on our terms and conditions that the customer agreed to when purchasing, that we will not refund purchases made by minors. It is also in our terms and conditions that the customer must only use their legal name on their account. We will need age verifications from each name associated with the account to process a refund since this customer is under suspicion of being a minor. 

   

  Thanks.

  Customer response

  02/23/2024

  
  Complaint: ********
  
  Your request for additional age and identity verification is inconsistent with past transactions I've had with your establishment. In previous orders, I was never prompted or asked for identification, indicating a discrepancy in your current stance. Moreover, the existence of numerous negative reviews online expressing concerns about your practices regarding sales raises serious doubts about the integrity of your business operations. Given these discrepancies and concerns, I am hesitant to provide further personal information to a business with questionable practices and policies that were not adequately disclosed at the time of purchase. Your apparent violation of laws and regulations, coupled with the lack of transparency in your dealings with customers, is deeply concerning. Should this matter escalate, I am prepared to take appropriate legal action to ensure accountability and adherence to consumer protection standards.
  
  Sincerely,
  
  *********************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  THIS BUSINESS IS DISHONEST AND UNPROFESSIONAL. I filed a complaint against this business with BBB on 01/23/2024 due to the fact that they BLOCKED MY ACCOUNT for ASKING QUESTIONS about my order. Over the course of approximately 1 year, I only asked them questions about my orders TWICE. Their policy DOES NOT state that customers can't ask questions about their orders. All they had to do was politely inform me that they can't change the order. Instead they BLOCKED MY ACCOUNT and CEASED ALL COMMUNICATION. Is that a good way to treat your loyal customers? After I filed a complaint with BBB, they said that they would reopen my account. However, it is currently 2/5/2024 and my account is STILL BLOCKED. Furthermore, the business has not replied to me at all.

  

  Business response

  02/06/2024

  Hello,

  
  Nowhere was stated in the last reported BBB by the customer did we say we will reopen it. We stated if the customer can understand our shipping process, we can move forward with a consideration. Due to the consistent harassment and disrespect from this person, we will not offer services to them. We hold the right to refuse this due the apparent reason.

  Thank you

  Customer response

  02/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Perfect Vape (************, etc.) is clearly LYING and GASLIGHTING it's customers.

  A customer asking TWO questions over the course of a YEAR is - NOT A BIG DEAL. Any normal company would gladly answer and oblige their customers.
  

  Furthermore, their last statement on my previous BBB complaint was verbatim: "We can offer the account back to remedy this issue".

  They said this because they knew their actions were wrong, and there is no ambiguity about this statement.

  It's clear that they had NO INTENTION of unblocking the account, and only said this to close the BBB complaint.

  This is an example where they were caught red handed lying to their customers.

  Lastly, it seems that PERFECT VAPE LLC is NOT A LEGAL BUSINESS in the *****************:

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

  As such, I will no longer give these RUDE and DISHONEST people my money.

  I advise anyone reading this to AVOID PERFECT VAPE AT ALL COSTS.
  
  Sincerely,
  
  ****

  

  Business response

  02/08/2024

  Hello,

  We are being harassed by this person and will be proceeding with taking legal actions.

  Thank you

  Customer response

  02/10/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  YOU HAVE BEEN RUDE AND HAVE NOT ATTEMPTED TO RESOLVE THE MATTER AT ALL.

  Also, you don't seem to understand that a COMPLAINT HAS BEEN FILED AGAINST YOU AND YOUR BUSINESS.

  PROVIDE YOUR FULL NAME AND PROVIDE THE NAME AND CONTACT INFORMATION OF THE ***** OF THE BUSINESS - SO THAT FURTHER ACTION CAN BE TAKEN.
  

   

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered product on the 8th. Said allow **** business days. Never showed. There is no one to talk to and communication was done by email. They said because of their legal status of mailing out vape cartridges they had to send it to multiple states. Here it is 1/29. The mail person said they need a signature. Im at work. I refused the shipment and told them to return it. I emailed the company last week demanding a refund and they said they canceled the order and once received they would refund. They still sent it over ********************************************************************************* 5 days. All I want is my money back for product they claimed they cancelled and I didnt receive. There is no human to talk to. They take days to respond to emails and they did nothing they say they would do. Just refund my money. They are stealing at this point.

  

  Business response

  01/30/2024

  Hello,
  
  We do not offer phone support so all of our communications are done through email. None of our emails are sent by bots except the "We Got Your Message" email. The customer threatened a chargeback if no refund was provided on the 25th, this can be seen in the provided email exchange, so we emailed the shipping partner so have the package retruned to us. The shipping partner can take a few days to respond due to their high volume of business and we are not open on the weekends to check emails since weekends are not business days. Our response time can be 1-2 business days at times, this is stated on our auto response email. We let the customer know we reached out to them and told her once the package was set to return to us we would issue a refund. The customer then had the company send the package back herself and informed us of this yesterday, Monday the 29th at 8:57AM. We responded to that email Monday the 29th at 1:02PM letting her know a refund had been issued. Refunds can take **** business days to post, the customer was informed of this on our last email. I have attached both our email exchanges with the customer. She can email us if she needs proof of the refund, the file is too large to attach.

  
  Thanks.

  Customer response

  01/31/2024

   
  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,
  
  ****** Christmas

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've spent hundreds of dollars and had a problem with my order. I contacted them and very politely asked them to help me resolve my issue (ie. get the vape juice I needed). They gave me a bunch of excuses and then BLOCKED my account and email. I couldn't communicate with them or even order anything else to resolve my issue.

  

  Business response

  01/24/2024

  Hello,

  The customer, *********************, has placed several orders with us in which he asks to change a made-to-order item after the order is placed. We have told him each time that once the order is in, we cannot adjust it as it is made-to-order and has been done. We explained that just because it hasn't been "shipped" doesn't mean it has not been already completed by our Juice Team. The customer fails to understands this after multiple explaining and disagrees with us.

  If the customer can understand this moving forward, we can offer the account back to remedy this issue.

  Screenshots have been attached regarding the communications.

  Thank you

  Customer response

  01/26/2024

  Perfect Vape,

  I understand that you will not change orders after they have been placed.
  

  Please reactivate my account and I will close the case with BBB.

  Thank you
  

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased items from this company around 4-5 weeks ago and I have found out that they are shipping the E-Cig/ Vapes illegally and that is why it is taking so long. I have asked multiple times about receiving my items and they will not give me a real answer. I just want a refund at this point and I would recommend looking into the practices of this company because what they are doing is illegal in their state

  

  Business response

  01/19/2024

  Hello,

  We're unaware why the customer believes we are shipping our products illegally. We've stated that we cannot ship vape products directly via **** in our state. We can only freight our orders to a facility in ********* and they ship it from there which is legal. If the customer needs more details on this matter, they can reach out to us.

  The customer's order is currently enroute to the customer. Due to certain changes, our shipping can take some time but we *********'ll make it's way to the customer.

  Thank you

• Initial Complaint

  01/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered 4 vapes December 18th and states it shipped, they gave me a tracking # & told me to contact Rocketship, which i did twice, the 2nd time ******* @ rocketship said I should contact the Company to get a refund, I tried going on Perfect Vape to get a *********** will not allow me to. I have emailed the company several times with no response. Very frustrating!!!

  

  Business response

  01/19/2024

  Hello,

  I've reviewed the customer's order and tracking details. The tracking shows it was received by the facility but may have some delays in processing.
  We have reached out to the carrier for further details.

  Thank you

  Customer response

  01/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have already reached out to shipping company, they advised me to get a refund. I attached on original complaint. I want refunded
  Sincerely,
  
  ***********************

  

  Business response

  01/23/2024

  Hello,

  We have verified with the shipping courier this is lost in transit. We have refunded the customer.

  Thank you

  Customer response

  01/26/2024

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

• Initial Complaint

  11/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered 5 vapes on November 18th and was sent a tracking number on the 20 th that Everytime I put into the tracking number into **** website and it states that the order is still not at a **** location that they are still awaiting the package i email the company and i get the same automated response that the shipping is gonna take 10 days which when i paid for the product i was told flat rate and 1-3 days not 12 plus days

  

  Business response

  11/30/2023

  Hello,

   

  We have had multiple emails with the customer and have informed them that we are currently experiencing a shipping delay. The 10 day estimate is an estimate, shipping can take longer depending on different factors and the customers location. If there is no movement on the tracking for 21 days, we can then issue a refund since the order would be considered lost at that point. Please understand ***** updating system may have some delays and in most cases, updates will appear once it's closer to the customer's area.
  
  

  Thanks.

*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. ↩