“Have ordered from them many times. I would normally receive my order in a range of 3 days to 3 weeks. Never could figure out why the time varied so much. Then on my last order, the delivery guy actually showed up for the adult sig *NOTE* this only happens on 1 if 5 deliveries. Normally they just leave it in the mailbox. However, this time they stopped when the wife had ran over the the neighbors. Left a note that they would deliver the next day. Never showed up, and when we called the following day was told that the shipper had requested immediate return of the items, and they were being shipped back. Called Element vape and was told they could do nothing, and would refund my money once they received the return. This was a month ago. Contacted yesterday, was told they still had not received the return, but would make a one time exception and refund my ~$200. Last straw, I will never use them again. Switched over to Vapor Empire, first order received without a hitch.”
“Absolute trash. They won't accept any returns, even if the merchandise arrives damaged. If you reverse changes to your CC, they will sit on it for 30 days until you are absolutely outside of the window of returns (even if they allowed it), ensuring you loose money and are screwed. Stay away.”
“Customer service, support! You absolutely ignore my response. My delivery was fast but missed important parts for my vape? I enjoy with you long time but now very disappointing for a future”
“Does not replace or refund for defective disposable vapes. Unboxed brand new disposable today from $200 order I received yesterday. It was immediately defective. I contacted them, they stated disposables are not covered under their return or store credit policy. They offered me a “one-time exception” credit that will not cover the mandatory vape tax, sales tax, or shipping. I cannot replace it without giving them more money. This happened at Huff and Puffers and they immediately sent me a replacement for free, stating that they understood defective disposables are a common thing. Element knows many disposables are defective but they don’t care. Their customers can just eat it. Disappointment. Also took 7 days to get from LA to central CA.”
“I've ordered a lot from them the last time I've wanted to order a mod for my birthday they flagged my account then I tried to order the same mod from my wife's account the order went through a few minutes went by they decided the order even after sending us a code for my order. The mod was the smoke grip”
“Order took 13 days to deliver when there site stated 2 to 5 business days and they didn't even ship the item til 5 days after my order was placed. I reached out to there customer service who just passed the buck and said it was all the fault of USPS. when I drew a line in the sand saying please refund the 8 dollar shipping fee or lose me as a customer, well after years of being a customer and hundreds of dollars spent they gladly lost me as a customer over 8 measly dollars. Will never shop there again”
“Spent $150 on an order. 3 of the vapes were completely defective and didn’t work. One wouldn’t turn off from the very first drag, got really hot, and started spilling out burning hot liquid which burned my hand. It would not stop until the battery died. Another spilled all the juice out and became useless after one use. And another would only work for a couple minutes and then would die. I would charge again and same thing. Only get a couple minutes before it was dead again. I did not want a refund or replacement as I understood they aren’t covered under the warranty. However, they only offered a $17 credit when I paid $55 for the 3 defective items. They refused to do anything else. I would have been happy with at least half of what I paid as a credit. I will never order from them again. It seems that they sell defective products and don’t care about loyal customers.”
“Terrible, I received a defective items and Element Vape offered a small store credit. I requested a full refund to my original payment method or a replacment and was told the item " is not under warranty" and basically the small store credit was all they were going to offer. EV expects their customers to eat the cost of defective items as well as the very expensive shipping. I have spent thousands of dollars with them for 3+ years and this was their resolution.
Obviously, I will no longer be purchasing anything from them ever again. BUYER BEWARE!!”
“Ordered on the 23rd and tried to cancel on the 3rd but they won’t cancel my order. It’s pretty unprofessional on their behalf. I don’t recommend this company to anyone because you will just be wasting your money.”
“I ordered devices and pods on 8/25. When I inquired about my shipment at the end of September, they updated the shipping status within their “tracking” to out for delivery. THEN, they updated it to returned to sender. So here we are, 38 days later, and it’s still “returning to sender” in the status. The irony is that someone is always home to sign for something. They never uploaded a tracking number or delivery company name. So I have No products from them, and they owe me my refund!!! I have SINCE ordered the same product from a different company, and received it within 5 days; delivered via USPS which indeed does require a signature. This company sucks! DO NOT BUY FROM ELEMENT VAPE!!!!!! 👎👎👎”
“Got a device that doesn't work. Contacted return department the next morning. They sent abbreviated instructions and to contact them again if i still had any issues. I already have 5 of the same device, so I'm well aware of how they work. I specifically described the problem. They said I had to video the malfunctioning device and send them the video in order to start the return process.
In addition to this bizarre request, I have to pay shipping back to them and shipping and adult signature fee (that I've already paid for) on the replacement as well. Too much hassle and expense. They do not appear to stand behind the products they sell, and stick you consumer to pay the tab on defective merchandise.
I've done business with them for several years, but calling someone who has spend a couple grand basically a dumb liar and pay the whole tab for something that should work out of the box is too far. There are many vape supply options online, this one is GARBAGE”
“I ordered vape liquid on a Monday and it was in my hands by early afternoon two days later on Wednesday without having to pay for express shipping! AMAZING!!!”
“I placed an order and it somehow got lost in the mail. I contacted customer service and they helped me immediately with an option of a refund or replacement. I wanted a replacement and they got it out right away for me. Excellent customer service!”
“Customer Service is awesome! I ordered a good number of products and ultimately the package was never delivered by the 3rd party delivery service. I submitted a ticket, Customer Service responded very quickly (submitted on the weekend, response on Monday morning) and were very understanding of the situation and refunded me for my purchase
Element Vape is my favorite site to purchase my vape products and Customer Service has made things that much better. Thank you!”
“They sent me defective vapes and tried to give me a 10% store credit when shipping is already more than 10% of my order. 5 of my vapes I ordered, only 2 worked and rest leaked juices everywhere and battery stopped working.”
“Took three weeks to arrive from California to Boston come on really and the shipping process is like am buying the product from china They need to do better to have customers coming back also the extra charges unheard of”
“I’ve been ordering from element vape for 4 years now. They’ve always done right by me. The reviews about the vape mail ban situation are true, and you can expect to wait up to a month to receive orders on the east coast. But, they offer route protection and I’ve always had stellar responses from their customer service team. The mail issues are coming from them using local carriers, which lose or misplace packages often. When my tracking gets stuck, I email customer service and they get it rectified right way. Most recently, I had a package get stuck for several weeks, emailed them and asked for a replacement via USPS instead. They didn’t charge me extra, and the replacement came via USPS within 3 days. Products are always solid.”
