ComplaintsforTVAPE

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a ******* hybrid on November 27 as a Christmas gift. I was told it would be delivered by December 5. I’ve had no updates other than when I’ve contacted them, and just keep told it’s on its way. It’s in customs, etc. If it’s going to take over a month, don’t say 2-7 day shipping. ******* ***********

  Business response

  17/01/2024

  Dear ******* and BBB,
  
  We appreciate your feedback and sincerely apologize for any inconvenience caused by the delayed delivery of your order. We understand the frustration that comes with expecting a delivery, especially when it is intended as a Christmas gift.
  
  It appears that the shipment was indeed delayed due to customs processing, as indicated in the tracking details. We regret any disappointment this may have caused.
  
  Our shipping policy outlines that shipping estimates do not include order processing times, and the provided timeframes are estimates, not guaranteed delivery dates.
  Additionally, external factors such as adverse weather conditions, industrial action, public/seasonal holidays, and customs processing can contribute to delays, as mentioned in our policy.
  ****************
  
  According to the Canada Post tracking #CH*********CA - the order ********** was shipped on November 29, 2023 and
  was delivered on December 26, 2023. Please allow us to express our sincerest apologies for any frustration or disappointment experienced.
  
  In recognition of the inconvenience caused, we would like to provide a full refund of the shipping costs associated with your order even so it was free provided with the order placed.
  The amount of the shipping costs used would be the 22.91$ refunded and you can expect refund within 2-7 applied to your account. 
  
  Thank you for bringing this matter to our attention, and we hope this resolution demonstrates our commitment to addressing your concerns.

• Initial Complaint

  18/12/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The battery on my vape died within the warranty, and I asked for them to replace it. After some back and forth, they ask for me to send them a video of the issue. After sending the video, they tried to blame everything but the battery. After more back and forth, they decided that i needed to buy a new version of every single part except the battery in order to prove that it is the batteries fault. Frankly, this is a ridiculous request. Their website highlights their 'hassle free' warranty, their warranty statement says that they can provide a replacement after we provide video proof that the device doesn't work. even when i did that, they required me to buy basically a whole other device so that i can prove its just the battery.

  Business response

  22/12/2023

  The customer contacted us regarding a warranty claim for their device. We had requested a video as a reference for the claim, which we received on 15th December 2023.
  
  On the next business day, Monday 18th December 2023, we promptly reviewed the video and approved the warranty claim. However, we have not received a response from the customer regarding the serial number of the defective device, which is necessary to finalize the warranty process and provide the information to the manufacturer.
  
  Despite not receiving the serial number, our team decided to proceed and took the necessary steps to ship a brand new device to the customer. The shipment can be tracked using the provided tracking number - *************. The customer can track the shipment through ****** **** or ****** ****** ****** *******.
  
  We appreciate the customer's patience and understanding throughout this process. If the customer has any further questions or concerns, we encourage them to reach out to our customer support team.

  Customer response

  27/12/2023

   
  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.

  While I'm satisfied with getting a new device, their response is inaccurate, and their claim to have a "hassle free" warranty is a complete ****.
  

  The video sent on December 15th was the second video. Before this, I had described my device's behavior, and sent a video demonstrating that it was broken only for that to be rejected with ridiculous claims. I argued against this, and was told that I would need to buy a replacement of every other component of the device to prove the battery was the issue. Frankly if I could buy the battery this situation would never have happened, but I had to buy everything but the battery to prove I needed a replacement. * **** ****** ******* **** ****** ***** 
  

  They also never asked for the serial number of the batterie because the batteries don't have serial numbers. They asked me to scratch the case of the battery and send a photo of that, not send the serial number.

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

• Initial Complaint

  08/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased accessories for a ************ Hub device on this website. The accessories are cheap junk, and do not work properly. TVape has insisted I upload videos to a platform I do not recognize and do not trust in order to "prove" the device is not working. Worse, the company i originally purchased the vaporizer from has insisted Tvape is the only company that provides their product support. *********************************. I want a refund of the money I spent on the **** adapter.

  Business response

  11/02/2022

  Business Response /* (1000, 5, 2022/02/09) */ We had requested the customer to showcase that they are able to attempt to turn the unit on without the mouthpiece attached in order for us to assist them with their warranty claim, as the unit may not turn on if a specific part is not in the correct place. We has kindly asked the customer to prove the device will not turn on without this piece so we can gladly assist them with a replacement. They had initially advised us of a problem with their mouthpiece, in which the unit will not turn on as they advised they had lost the button that turns the device on, which we don't typically provide replacements for if the customer looses the part. We wanted to ensure the device itself was working correctly, by asking the customer to showcase they can turn the unit on, without that piece (as there is a way to do so), as they had also advised the device itself they thought was faulty. The customer complaint stems from the customer not following our instructions, and loosing a part that will not turn the device on. They have also failed to provide proof of purchase of their device from any authorized vendor in order for us to provide any warranty replacement, for a company called **********. We ask the customer provide proof of defect for the device itself by showcasing if the unit can still be turned on without the lost part in the manner we had described, as well as provide their invoice from ********** in order for us to help them with a warranty if their unit is indeed defective. As they did not buy the unit from TVape, and lost a part to turn the unit on which is not at the fault of TVape, we would not be responsible for any replacements without proof of defect AND proof of purchase. Consumer Response /* (2000, 7, 2022/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  13/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a glass tube for my ****** **** vaporizer in Sept 2021. Used it recently, and discovered that the glass tube was defective and not built to standard. The hinge joint was too thin to allow adequate air flow. After sending a photo and description of the problem, I was brushed aside by their customer service. They refused to acknowledge that there even was a defect, and said that they only allow returns within 3 days of shipping. ********************

  Business response

  07/02/2022

  Business Response /* (1000, 5, 2022/01/13) */ We had advised the customer that in order to report any defects for glass items, they must report it within 3 business days for a warranty replacement as per our warranty policy. Due to the nature of the blown glass of their tube, there are to be minor imperfections which are not considered a warranty issue, as the mouthpiece is not pinched to cause a blockage of airflow, and is fully functional and not defective, as it does not inhibit use of the part. The product was not manufactured by our company, and as the glass is manufactured by ******, we had already advised if they have an issue with manufacturing regarding the glass, to consult the manufacturer for additional details, as their warranty reporting timeframe had expired by 3 months, and that with any bent glass item, a slight narrowing of the pathway in the tube is to be expected, but as it does not impede airflow, its not considered defective. If the BBB requires the photo the customer had provided regarding their part, we can provide the photo the customer provided to showcase that it's not a defect. Please advise if this is a requirement so we can provide those details. Consumer Response /* (3000, 7, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been using the ****** **** Vaporizer for over 7 years. The bent glass joint is defective and too narrow at the joint part. TVAPE.CA should perform better quality control instead of selling clearly defective glassware and then deflecting to their supplier. This is not a "minor imperfection" nor is it a "slight narrowing". There is a clear impingement to airflow because of how narrow it is, and vapor quality is very poor as a result. This can also cause health problems, as pulling too hard on the vaporizer can lead to collapsed lungs. ********************************************************************************************************************* Business Response /* (4000, 9, 2022/01/18) */ The customer failed to do the following: They did not report the defect within 3 business days for glass items for warranty The slight narrowing is not considered a warranty issue They did not reach out the manufacturer as advised, as we are only the distributor. We will provide the customer with a single one time refund as it is outside of our policy to do so, and we ask the customer to please report any defects within our warranty policy timeframe. It takes 1-2 business days for us to process their refund to their ****** account, and the amount should be reflected back on their account in 7 to 10 business days.

• Initial Complaint

  07/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello and thanks for the help. Purchased one PCKT Vape Battery with one year hassle free warranty on August 24/21. Made a warranty claim with TVape December 24th. After a dozen emails, four requested videos of the device not working( video sent through a 3rd party ) they still will not honor Tvapes " One year hassle free warranty". They keep requesting to make more videos of the same thing. I would like to send it back to them, my cost and have it replaced. They keep requesting that I charge my vape, turn it on in the videos. I explained that it does not charge nor does it turn on. However they keep demanding videos. I've sent four videos of what the unit is doing. It's a lot like a dog chasing it's tail. I appreciate any help you can provide.

  Business response

  31/01/2022

  Business Response /* (1000, 5, 2022/01/07) */ This customer has not proven any defect with their device as they are not using it correctly to get it to activate as per their previous demonstrations. As they are using it incorrectly we cannot determine if it's defective, and we believe the difficulties the customer is having is due to user error. We had requested they send the unit to us to examine, but will not advise us or provide cooperation to help them, as they had said they were having difficulties using our website, so we can provide them with the information they require to start their warranty claim. They had advised us they didn't want do do their warranty with us any longer, and advised they'd rather go to the manufacturer instead. We have provided them with all the information we require. We would like to aid the customer but they are adamantly refusing to provide us with details or confirm their defect as we had requested, or to start the steps they need to send their unit to us to examine as per our instructions. As per our warranty policies, customers are responsible for their own shipping to return a device to us to examine. We will gladly replace the device if the customer can prove the defect as we had instructed at no charge. As they are using it incorrectly, we do not believe the unit is defective as per our previous advisement to the customer, and with evidence to prove they are not clicking the power button enough times or fast enough to turn the device on with any device we carry. As they have not demonstrated correct use of their device, their unit would not qualify for warranty at this time, and would not be considered defective, due to user error. Consumer Response /* (3000, 7, 2022/01/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off, how can I demonstrate the damage you ask for when it doesn't power on, nor does it charge. I sent you 4 videos of this and you're still not satisfied. I guess what I'm trying to say, is that this is a tactic Tvape does to angry customers to the point they don't trust you any longer. Business Response /* (4000, 9, 2022/01/14) */ They had demonstrated by video that they had sent us, that they were not clicking the power button for the unit on fast enough to turn the device on, which is considered user error, and not a warranty defect. The speed they demonstrated will not activate any device we carry, or any device on the market. We had requested them to send the unit to us as instructed to start a return request and they outright refused to follow our instructions. As their unit is not defective based on user error, we would not consider this a warranty claim, until they prove otherwise. We request that the customer follow our instructions as we had directed to start an RMA through our system so we can continue their warranty claim, or defer to PCKT (the manufacturer) as we had advised them if they choose to do so. We would like to assist the customer but they are refusing to follow instructions, and we cannot confirm the defect if they cannot demonstrate correct use of the device. If the customer does not demonstrate correct use, this would not be considered a warranty claim due to user error. If the customer does not send the unit to us to examine as we had requested for replacement, and refuse to do so, we cannot assist them, as we had requested. They have refused to send their unit to us to examine, refused to prove they can demonstrate using the unit correctly, and refused to follow our instructions as directed to start their return request to examine their device with all the information we provided them, and have refused to reach out to the manufacturer as we had suggested if they do not wish to do their warranty claim with TVape. Our warranty policy dictates the customer must start their return through our systems as our warranty process is automated, as well as pay for their own shipping as described in our warranty policy. We ask for advisement of what is expected of us, if the customer refuses follow our instructions, refuses to prove the defect within reason as they are not demonstrating correct use of the device, as they are not eligible for a refund within our warranty and returns policies. Consumer Response /* (4200, 11, 2022/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) You people are ridiculous. So according to you,I bought the battery, had it almost 5 months then decided to use it and could not turn it on and decided to call you? I've used it for multiple times a day for 5 months straight and your telling me I don't know how to turn it on? If you took the time and read my complaint, I clearly stated ( more then once ) that it doesn't turn on no matter how fast you click the thing. So then you request another video asking the same thing. I CANT TURN IT ON, HELLO. It's just a nasty tactic you like to use over and over to waste people time and effort. Knowing well you have no intentions of being honorable with the HASSLE FREE WARRANTY. I should have read the many complaints about your tactics before I purchased. Buy the way, my new same vape works just fine with my clicking.

• Initial Complaint

  16/12/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed on order on December 3rd ********** on December 8th I got an email saying my order had shipped. Then a few hours later on the same day I was told the order was cancelled as they did not have product in stock and would be refunded within 2 days. I called and spoke to an agent and was advised it was cancelled and confirmed refund within 2 days. It is now December 14 and still no refund. I paid by etransfer so an etransfer would need to be sent back. I've contacted the company numerous times and keep being told refund will be processed today every day yet still nothing. ******************************* I want my money back.

  Business response

  07/01/2022

  Business Response /* (1000, 5, 2021/12/16) */ We had already apologized for the delay as we were expecting the customer to call us back to confirm their order. We had not received notification from the customer till December 8 that they did not wish to adjust their order for a different color of the same device. For Email Money transfer refunds, due to order processing volumes, it takes us time to create said refunds with our accounting team. As such we have already refunded this customer via Email Money Transfer, and need to ensure that they accept the money back in order to claim their refund, in accordance with their banking methods. We recommend the customer review any of their spam mail to ensure the request has not been missed. Consumer Response /* (3000, 8, 2021/12/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not notified until the 8th of it being out of stock and I called that same day. ****************************** Additionally I have not been refunded. I have automatic etransfer turned on so the funds go directly into my account. Still nothing. I have also ********************* history where you will find the etransfer made to this company and nothing back. Again my account is automatic deposit I don't need to enter a security question it automatically goes into my account and I have not received a thing back. Business Response /* (4000, 10, 2021/12/21) */ The customer should have had the ability to see it reflected on their bank statement as they advised they had an auto deposit for their account. As it's set up for auto deposit, if they do not see it reflected to their account in 5 business days, we recommend they defer to their bank for assistance.

*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. ↩