“Zero Stars. Time to get our money back folks. Class Action lawsuit. Element Vape is in violation of the Federal Trade Commission’s 30-Day Law. The parent company is Thesy LLC run by Kenny (Vihn) Sy, dba Element Vape. Phone number is 626-283-8200. Headquartered at 10620 Hickson St. El Monte, CA 91731. Thesy LLC runs multiple smoke shops under various other names all doing doing in Los Angeles County, mostly in El Monte and Rosemead California. Revenue estimated at 3.29 million with 45 employees across its locations:
Element Vape
Royal Cigarettes
Jungle Vape n Smoke
My OG Tabacco, Inc.
Best Smoke Shop
They are working hand in hand with Route Shipping and GLS (General Logistics Systems).
None of these businesses knows where my package is and none are accepting responsibility or accountability. Paid for the shipping protection that they say is optional but was forced to accept to even order.
Option for credit card purchases include filing a Credit Card Dispute letter with card company.”
“I’m so frustrated. I’ve been trying to get a $288 purchase from Element Vape since DECEMBER 2021! There’s not a phone number to speak to a person. It’s shady and you’ve stolen from me. I even purchased the route protection. I filed a claim and was denied. I work from home! No one tried to deliver! I own my own business and if I ever did this to a customer I’d be out of business. Shame on you. Give me a refund or send my package!”
“Zero stars if possible.
TLDR: awful company with no Customer Service. Their management needs to go and your online webshop should be shut down and or changed to local pick up ONLY.
Ordered Feb 03 2022
It is now March 26 2022.
Emailed EV March 7th and was told I'm SOL and need to email the shipping company and or file a claim...
I email DeliverOL and they don't get back to me till 16th telling me to just use the link from Element Vape to track my package... It hasn't moved since it shipped...
So decide to file a claim with Route and guess what? They reject my claim because its out of the 30day window...
Great, I hope you enjoy your shop running into the ground.”
“Over a month and nothing .. Tracking is a joke..Tried contacting them. Nothing.. Messaged them.finally could a response. They requested screen shots of order, tracking and email address... Then I was blocked.. can't rate delivery it is still MIA.”
“Ordered an item (vape mod) that arrived faulty, the store will not honor their return policy or exchange the item. They claim I had it past warranty, which it is not. They counted the day it was sold not shipped and picked up. Even so, the item is defective and eligible for return. I am a repeat customer and this is my first return, I did not realize they would not honor their policies or attempt to find a suitable resolution as long as they get paid, they do not care at all about their business practices or customers. I will be looking for a new business that are not scam artists.
Also, their pick up locations are far and inconvenient, they expect their customer to be able to pick it up the same day as the warranty begins when purchased.”
“Complete garbage! If you want to chuck your money into a blackhole for a month and receive what you didn't order a month or more later, then use Element Vape. If you need customer service, go to Lowes find a plank of wood and deal with that....the results will be the same”
“My order was placed on 2/8/22 and said it shipped on the 10th of Feb. the cost was $82.20 which they gladly took but not received my order and I wish I had looked up the reviews before I started to use their service. My order was supposed to be picked up by a company called Deliverol. I tried to get in contact with them also and of course no one to talk to. Buyers beware. Your better off buying from a walk-in vape store than dealing with this online vape store.”
“I ordered a mod on Jan 28th. On the 29th I reviewed shipping confirmation. On February 2nd it says pickup complete in CA. Now it's the 3rd of March and it still don't say anything different on the tracking. What a scam.”
“ordered on 2/7/22 it's now 3/1/22. They replied by email wait untill 3/7/22 then we will go from there. My package has sat in Peachtree Corners GA since 2/17/22 and also, Unfortunately, Route will be unable to approve your claim due to the lack of available tracking information. They are also blaming "Extreme weather conditions"”
“Do not order if it has to be shipped you would do better ordering something from China. element vape has the worst shipping I've encountered in years of buying on the internet... Shop locally do not get element vape shipped unless you like waiting a month”
“21 days and still nothing.. item has “shipped” but hasn’t even left the origin city. They used to be a reputable company..
They do not answer emails. The shipping company they use aren’t helpful either. Please stay away.
I placed my order at another vape retailer in the same state as them 4 days ago, and I’ve already received it.”
“Terrible customer service! Shipping took 32 days!
Elements vape took no responsibility for the delay and after going back and forward on day 28 the costumer service offered me full reimbursement if the item does not arrive in 30 days time line. Items finally showed up on day 32 and element vape retract their offer for refund and claimed they only offered the reimbursement in case of not receiving the items. So refuse the refund me or provide any compensation…
In addition there was a missing item in my order, I order a full starter kit but they only sent me the mod for the kit and instead of doing the right think and sending me the missing piece or at least refund me for their mistake, they asked me to return the item and they will not ship the correct item until they receive the return product…
I purchase vape products from other sites before and I had problems with them as well but they always did the right think either provided refund or resend the item without causing any more inconvenience to me! I never had to deal with such a bad customer support before. I don’t think I will ever use this site purchase any vape products anymore!
Here is some content from the customer support email.
V-Element Vape Team-M (Element Vape)
we will not hold our customers accountable for delays or lost shipments. If you do not receive your package within 30 days of the shipment date, please contact us and we will be able to offer full compensation in the form of a refund.
Me:
will I be able to get the full reimbursement as promised since item arrived after 30 days and not worry about the missing item?
K-Element Vape Team-C (Element Vape)
You were previously offered a full refund in the event the package was not
received at all. This does not mean if you end up receiving the packages past
30 days you will get to keep the items for free and receive a full refund..”
“NEVER RECEIVED MY ORDER. Apart from vaguely answering my numerous inquiries about a month+ long non-delivery, customer service has been non-existent. Instead of getting my order to it’s destination, EV took my money and resorted to threats. Beware”
