Everytime I have tried to contact customer service for help they make it impossible. I have used a Juul device for over a year now and when i lost it and tried to request a replacement, which is a feature on the website, I do not get the promo code for the discount sent to my email like it is supposed to. Then when I chat with a representative to solve the issue the representatives are incompetent and have no clue what they are doing. It also says if you get disconnected they will follow up with a call or email which never happens. Trying to talk to someone on the phone is also nearly impossible. They are absolutely terrible at handling customer service. For such a large company that could stand to make a whole lot of improvements in this area.