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:06/06/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Disabled individual paid for needed medical equipment and rush shipping for home delivery. Discovered it had been released to **** which doesnt offer home delivery to my address nor was there any rush at all. Reached out prior to, during, and after order to clarify details with NO WAY to reach customer service, at all. Months passed, only after threats of legal action did I begin to get emails always asking more of my ************** Complete disregard for the *** * *** * customer carewithheld money and products for months despite clearly outlining acceptable resolutions (send order immediately using reputable shipping company signature requiredthis would have been simple and effective and was my preference ship to a friends address who has more delivery options, immediate refund (last choice as I invested so much time making order with NO specialists they claim are available for support). Requested phone number for immediate resolution and provided mine in every single one of the 30 plus emails I sent. This company will string people along and hide behind a keyboard with NO ACCOUNTABILITY!! Shameful * disgraceful

• Initial Complaint

  Date:04/09/2025

  Type:Order Issues
  Status:

  UnansweredMore 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 3-26-25 I bought ****** Extreme Q from this business. It had a 14 day money back guarantee. I called and emailed 1 day after receiving it . There's no one available to take the call when you call. They emailed me back and told me that they would send it to the appropriate person for return. This was on 4-6-25. I haven't heard anything since. I have sent multiple more emails.

• Initial Complaint

  Date:12/08/2024

  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.

  Item defective, will not turn on after fully charging. ****** wants to charge me $20 for returning and $20 for shipping.

  Business Response

  Date: 12/09/2024

  Hi ****,

  ***** here.    I looked in our system but couldn't find an open service ticket for you.   I just sent you the following email.   Please reply in that email thread.  We'll get this taken care of for you:

  ----------------------
  Hi ****,
  
  ***** here. We just got a notice from the BBB. I looked in our system but couldn't find a service ticket open for you regarding your V3 Nano.
  
  You mentioned that your Nano "will not turn on after fully charging." If your Nano is defective, we can replace it for you without you needing to return it or we can exchange it for any other vaporizer we carry. Would that work for you?
  
  Awaiting your reply,
  *****

  Customer Answer

  Date: 12/11/2024

  Complaint: 22656714
  
  I am rejecting this response because: They keep telling me I am not operating the device correctly and I keep telling them it won't turn on and is defective. I have returned it to them via **** and waiting to see if they give me a full refund.  When I applied to return the item their return policy said they were going to charge me $10 return fee and $10 shipping.  I paid $50 and they only want to give me back $30.  Not acceptable.  It was dfective when I received it.
  
  Regards,
  
  **** *********

  Business Response

  Date: 12/15/2024

  Hi ****,
  
  I sent the following email to you on Dec. 2nd
  
  Understood ****. Having a used vaporizer returned to us has a cost associated with that, which is why we have our refund policy in effect. We can circumvent that and make an exception here for you if we can conclude that your vaporizer is defective. To do that, we have to ask you a few questions, if that's ok. It will require a bit more correspondence. In that effort, may I ask how you are trying to turn it on? A video of that may help.
  
  Awaiting your reply,
  *****
  
  We didnt hear back from you, so I sent you following  on Dec 4th:
  
  Hey ****,
  
  Just a quick note to let you know that I'll be closing this ticket for now while I await your response. No worrieswhen you reply to this email, the ticket will automatically reopen, and I'll be ready to assist you.
  
  Take your time, and enjoy the rest of your day! :)
  
  Warmly,
  *****
  
  The message didnt go thru because it looks like you marked it as spam.   The error came up as Error Message: Spam Reporting Address
  
  I see that you also posted a negative review in Trust Pilot.  My associate, ******, sent you the following:  
  
  "Hi ****,
  
  I hope this message finds you well. Im ******, and I want to sincerely apologize for the challenges youve faced with your recent order. This is certainly not the experience we aim to provide, and I truly understand how frustrating it must be.
  
  I see that you reached out for help, and its really unfortunate that we couldnt troubleshoot your device together before you initiated the return. Troubleshooting is an important step for us, as it helps ensure that we address any potential issues and verifies whether a device is defective, which in turn makes the entire process smoother for our valued customers.
  
  I want to highlight that our policy does mention a $10 shipping fee and a $10 restocking fee for refunds. However, I can see that weve been trying to connect with you since December 9th to resolve your concerns. Unfortunately, it seems our messages may have been marked as spam, which could explain why you havent seen our responses. Im sorry if our messages were mistakenly marked as spamits frustrating when communication gets lost this way.
  
  To help ensure we can resolve this for you promptly, could you please send us an email with "ATTN: ******" in the subject line? Ill take personal responsibility for addressing your concerns and making sure everything is handled to your satisfaction.
  
  We genuinely care about our customers and are committed to making this right for you. Thank you for giving us the chance to resolve this issue.
  
  Warm regards,
  ******
  
  Please get back to him so that we help square this away for you.
  
  Wishing you and yours a very safe and joyful holiday season.

  Take care,
  *****

  Customer Answer

  Date: 12/16/2024

  Complaint: 22656714
  
  I am rejecting this response because: The device was never used, it will not turn on, it is completely brand new.  I want a full refund.
  
  Regards,
  
  **** *********

  Business Response

  Date: 12/16/2024

  As per my previous response, ****, please get back to ****** in the service ticket we have open for you so we can square this away for you.

  Wishing you and yours a very safe and joyful holiday season.
  
  Take care,
  *****
  
  

   

  Customer Answer

  Date: 12/17/2024

  Complaint: 22656714
  
  I am rejecting this response because: I have not received my refund and I have returned item unused that will not turn on.
  
  Regards,
  
  **** *********

• Initial Complaint

  Date:10/11/2024

  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.

  Purchased the **** Glass bubbler over a month ago.Item arrived broken. Was promised guaranteed refunds no questions asked. Was told ***** hour wait for a response from their team via email or website. I put in requests through the website, I've sent multiple emails and I have called. Phone lines are down. No response on the website. No response via email. I have no way of contacting them at this point and its been over a month since the item arrived. Very poor customer service.

  Business Response

  Date: 10/11/2024

  Hi *******,

  ***** here.   I'm the senior vape expert here at POTV.  We've been trying to contact you since 9/19 but we never heard back from you.  Our emails may have gone into your spam folder.   Please check there.   The last email that we sent you was on 10/4.   I'll repost it up here:

  ----------------------------

  Hello *******,
  
  
  My name is *****! Not sure if you recieved my email but In case you missed the email that I sent on the 18th and 24th of Sept requesting to send a picture, please find it below
  '*********
  I am so sorry to hear that you have received a broken item! I can only imagine how frustrated you must be! We will be sure to get a replacement out as soon as possible.
  
  While I work on your new order, please attach a photo of your broken item. We want to track this to ensure it doesn't happen again. I appreciate your patience, *******.
  
  Awaiting your response,
  Solan

  --------------

  So if you would, please attach a photo of your broken item in that email service thread that we have open for you so that we send you replacement.

   

  Take care,
  *****

• Initial Complaint

  Date:08/06/2024

  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.

  I purchased the **** Cloud Cube Glass Bubbler ******, and the product was not as described. The product is so thin that it is not functional and was defective upon arrival. I want a refund because I was mislead about this product, and I would have never purchased it if I knew it would not have quality to actually work. Planet of the vapes also removes negative reviews about this product, and so they intentionally hide from prospective buyers honest reviews that state that the product is faulty. They intentionally mislead me about the quality of this product, and I want a full refund.

  Business Response

  Date: 08/06/2024

  Hi ********,
  

  My name is *****.  Im the senior vaporizer expert at POTV.   
  
  I am really sorry about what is going on with your bubbler.  That said, we need to put this into context so Id like to respond to each of your issues.
  
  The Cube that you purchased is made from very high-quality glass as witnessed by over 24 5-star reviews.  You have not been misled See here:  *******************************************************************************
  
  One of those reviews stated the following: 
  
  Dont think the low price isnt quality
  I have very expensive pieces. But the quality of this piece far out seeds the price comes with great accessories and works fantastic. Now I use it over more expensive pieces and love it.
  POTV Cloud Cube Glass Bubbler 
  
  You mentioned that we remove negative reviews.  That is not true.   On that link above, you will see negative reviews as well.   We post all reviews be they negative or positive.  We believe that our customers and potential customers deserve to know both the pros and cons of every product that we offer for sale.   
  
  Being that these glass bubblers are all hand blown, there will be some variation between the pieces but if any of our customers received an inferior product and it is reported to us within our 14-Day Satisfaction Guarantee window, we would replace it or offer a full refund if need be.  We will do this even though we clearly state, We only accept returns for accessories if they are within 30 days, unused and unopened, or if they are being returned with a vaporizer under our 14-day satisfaction policy.  In your case, you received your bubbler back on June 12.     
  
  If you would like to discuss further, ********, please contact me directly here:  **************************
  
  Take care, and have a great rest of your week. 
  *****

• Initial Complaint

  Date:07/03/2024

  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.

  Period of occurrence 5-29/6-26 2024 I ordered the Lobo dry herb vape (and accessories). It malfunctioned repeatedly as the oven never reached it's set temperature. After seeking help via their help desk for 2 weeks, I requested a return. I didn't recieve a full refund which I am owed as the device didn't work as advertised. Their website toutes a 100% Risk-Free Satisfaction Guarantee, but they partially kept my refund after not helping me with a faulty device. I am requesting the remainder of my refund (20 usd) as I returned my full order, as per the packing list POTV emailed me. The $15 email coupon gifted with every purchase has no monetary value, remains unused, and can be emailed back to aide in a resolution. I will include the help desk email thread. Potv never offered any help on getting the device to the temperature it displays.Also, I have over 10 videos to show the defect; if requested.

  Business Response

  Date: 07/07/2024

  Hi ********,

  ***** here.   I am so sorry about all this.  I see that we initiated a refund to you on 6/13.   On 6/20, we received the following from you:  "Hi, I am in the process of returning and would like to try a different vape on your site. I previously asked for a refund, but would like a credit instead. Can I still use the same return label?"

  You should be hearing back from Solan on our logistics team tomorrow morning on this.  My apologies for the delay.

  If you have any further questions or concerns, please don't hesitate to let us know.  We're here to help.
  
  Till then, take care and have a great rest of your weekend,

  *****

   

  Customer Answer

  Date: 07/15/2024

  Complaint: 21936063
  
  I am rejecting this response because:
  I was only emailed a receipt showing they withheld part of my refund. Before this complaint I asked for a full refund or a store credit due to faulty equipment. Neither was obliged. The resolution I'm now looking for is a return of the witheld amount.
  Regards,
  
  *******************************

  Business Response

  Date: 07/17/2024

  Hi *******,

   

  ***** here.   I see that you have been working with ***** on this issue.   She sent the following to you on 7/8

  -----------------------------

  Hi ********,
  
  My name is *****.
  
  We processed your return on June 26th and issued a refund accordingly- you should receive an email confirming this!
  
  Reimbursement of funds will be credited back to the original form of payment used for the purchase. Refunds take 1-7 business days to reach your account, depending on your merchant and whether it is a credit or debit card.
  
  Attached is the invoice for your reference.
  
  Please let us know if you have any questions; we are happy to help!
  
  Have a great day,
  Solan

  ----------------------------------

  That email may have gone into your spam folder.   You may want to check there.     If we need to do something else here, please respond to ***** and let her know.    We want to make this right for you.

  Take care,

  *****

   

   

• Initial Complaint

  Date:06/19/2024

  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 ordered a vaping device called TinyMight2 on 5/31/2024 it arrived on 6/5/2024. However before ordering it insured me that there is a 10 years warranty on the item but the first warranty is within 14 days. I have used the device 3 times and on the 4th time using it which was 6/16/2024 I noticed the device would no longer turn on, so I ordered the exact same battery for the device to make sure the battery wasn't the issue and still it didn't cut on. I have reached out to the company Planet Of The Vapes threw the Texas number but all it does is direct you to there email and phone hangs up. I have contacted them 8 times threw there email and even took the time to reach out to the ***************** after reading the reviews on Reddit of others purchasing the device and having the same trouble. **** did email me once saying send a video but I can send a video of a new defective device that's not operating so I sent them pictures instead. My phone also won't allow me to send videos threw email because it saying video to large to send even if it's 10 seconds. I'm constantly asking these people to please replace my defective device and send me a shipping return so I could send the item back as I was told what the procedure should be from researching on ******* I feel like this company professionally robbed me.

  Business Response

  Date: 06/20/2024

  Hi ******,

  I am so sorry about this.   We are in the process of sending you a new Tinymight.    Sent the following to you yesterday: 

  -----------

  Hi ******,
  
  Sorry that that link didn't work.
  
  I've set this up internally for you.
  
  Let's get your exchange process underway. Please read the instructions below, and let us know if you have any questions! We're here to help!
  
  ** All Returned items must be thoroughly cleaned; we do not accept items with leftover residue and are not responsible for any legal issues that *** arise due to dirty products going through the United States Postal Service**
  
  1. You will find a postage-paid mailing label by clicking here. We do not charge return shipping if you exchange your order for a different item.
  
  2. Please repackage your products. Returns must include all the items initially in the delivered package, including accessories, power cables, and packaging. Please keep the bonus items included with your original order. We will not be shipping new ones out to you with the exchange.
  
  3. Please attach this label to your return packaging and drop your package off at any local post office or leave it in your mailbox to be picked up!
  
  We'll email you to let you know when your package arrives to arrange the exchange! We will send you an invoice if a balance needs to be paid. If there is a balance due, we will issue you a refund! Please know it generally takes 2-5 business days for your return to be completed once our team has received it!
  
  If you have any questions about our return policy, please take a look at our U.S. 14 Days Satisfaction Guarantee ***********;14 Days Satisfaction Guarantee, or you can always reach out at **************************
  
  Take care, and have a great rest of your week. We're always here to help if you need us.
  *****
  
  

  Customer Answer

  Date: 06/20/2024

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

• Initial Complaint

  Date:05/06/2024

  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.

  On 2/27/2024 I ordered a gift for my niece order #******. Total price $53.32. Package delivered on 3/2/2024. The item did not work my niece reached out to the company via email.She tried several troubleshooting techniques but item was obviously a lemon. In spite of offering a 100 percent guarantee they told her since the package had been opened they could not stand by the guarantee. Like how would you know if product work if not opened. Makes no sense! Bad bad business!!!

  Business Response

  Date: 05/07/2024

  Hi ***,
  
  ***** here.    My apologies for all this.  Can you please let me know your nieces name or email address so that we can look up the service ticket within our system?  I want to take care of this for you.   I just need to see the troubleshooting that was done to help rectify this problem.  
  
  Your vaporizer is still under warranty.  Well replace it for you if need be.   
  
  You can either leave that information here or you can contact me directly here: **************************
  
  Awaiting your reply,
  *****

  Customer Answer

  Date: 05/11/2024

  Complaint: 21668929
  
  I am rejecting this response because:

  I have been communicating with ***** at vapes. I gave him information he requested but I feel he is stalling by asking questions that have been answered by my niece.
  
  Regards,
  
  ***********************

  Business Response

  Date: 05/18/2024

  Hi *** ***,

  Please know that we are not stalling here.  I want to resolve this.

  On Wednesday, 4/15, I sent the following *** ***:
  We can exchange her Nano vaporizer under warranty for a brand new one if hers is defective, and she won't even need to return hers. We have a 14-Day Satisfaction Guarantee that would allow a used vaporizer to be returned for an exchange for something else, a store credit, or a refund. That 14-day guarantee begins from the date of delivery. It looks like we are outside of that window now, but her Nano is still covered under warranty.
  
  
  Today, I sent the following: 
  Yes, *** ***.  We will replace her faulty vaporizer . We just need a few things.   She mentioned that she can't turn it on. Back on 3/19, I asked her how she was trying to turn it on.   I never heard back from her.   The answer to this question can help to confirm two things.  One is that we may not have to replace it if we can address this on her end.  If not, being that we can send out a replacement without her having to return hers, I would just need a short video that shows what she is describing while trying to turn it on, along with a picture of the serial number, which is located under the scratch off on the foil tab located on the box that we can forward to the manufacture.  

  ------------------------

  As soon as we receive the above, *** ***, we'll send her a brand new vaporizer.

   

  
  
  

   

   

• Initial Complaint

  Date:04/22/2024

  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 placed an order from them and after being checked out fully, they offered additional items unrelated to my purchase and when I tried to navigate away fr the page on my phone with gestures, as my phone has no buttons, it added an item they immediately charged me for and added to my order. I contacted them immediately and asked it to be removed, to which they replied was too late as it already processed and my only option was to return it. Returning it would charge me a $10 shipping fee and a $10 restocking fee that would be deducted from my refund for an item that cost $24.90, leaving me $4.90 on an item i never wanted and have no use for. It feels predatory and like a scam to con people out of the funds for an additional item or at least $20 if they send it back. I'm never using this company again personally, but I would like for this to not happen to anyone else in the future.

  Business Response

  Date: 04/25/2024

  Hi ****,

  ***** here.     I'm the senior vaporizer expert at POTV.

  I see that you have been working with ***** on our logistics team and that she has waived all of the additional  refund charges that were initially applied.   My sincere apologies for this.    That never should have happened nor should you ever be charged for an item that you did not order.

  If you would like to discuss this further, please contact me directly here at:  **************************

  Till then, take care, and have a great rest of your week. We're always here to help if you need us.
  *****
  

   

   

   

• Initial Complaint

  Date:03/18/2024

  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.

  Date of transaction 6/23/23, total $107.95 Nature of problem: POTV offers a one year warranty for their vaporizers. Their customer service refused to honor their warranty when presented with a defective product needing repair. After much back and forth with their customer service representative "****", they ultimately refused to provide the warranty exchange promised on their website. There were no complicating factors except for their demand that I send them a video of the unit malfunctioning. When I sent them several videos, they refused to acknowledge that I had sent them the proof they requested. I'm seeking a resolution on my warranty status.

  Business Response

  Date: 03/20/2024

  Hi *******,

  I am so sorry about this.  We sent you following email on 2/23, but we never hear back from you:  

  ----------------

  *****
  email
  
  done02/23/2024
  Hi *******,
  
  I sent you an email on Wednesday. It may have gone into your spam folder. I'll repost it here:
  -----------
  Thanks, *******. Got the serial number picture but not the video. Can you try sending that over again?
  
  Awaiting your reply,
  *****
  ---------

  We sent a few followups as well but we never heard back from you.   I tried giving you call as well on 3/1 and left you a voiceamail but again, we never heard back from you.     We want to resolve this for you.    The email address that we used was ************************** and the phone number we tried to contact you was ***************   Is there another emial address or phone number that we can try.    

  We want to square this away.  We just need to get in touch with you.  Please respond in our current email thread.

  Awaiting your reply,
  *****