“I have ordered from these guys many times. A package arrived cut and missing product (fairly certain USPS is at fault.) Their forms are a bit confusing and I had to resubmit it several times for incorrect info, etc. follow it step by step. After the claims process was done, they honored my missing stuff and it currently on its way. Still recommend using these guys”
“Element Vapes has always been a great source for anything I need. As the vape shop I work for doesn't carry many Smoktech devices, I find myself coming to their website very frequently to browse which devices they carry, which are plentiful. I have placed multiple orders with them, and my most recent one (placed last night), I had to cancel due to some issues with my bank of issues not related to Element Vapes. The sales rep whom I had reached out to about my order had processed the refund and while they had said the funds would be back in my account in 2-10 business days, upon checking not even five minutes after receiving a follow up email about the refund, they were in my account! So once my issues with my bank are resolved, I will definitely be back for that Smok device I've been dying to grab!”
“I never had a problem before but recently they changed their ordering process. Took a week to get an order shipped due to their horrible handling of their verification process.”
“I give Element Vape one star due to the incredibly frustrating, lack of reliability on element vape and the slap in the face by the customer service.
I purchased a rta and received it with a cracked 3.5ml glass. I submitted pictures and let them know I need a replacement of the 3.5ml. I was informed they did not have a replacement for the 3.5 and offered me two options: return the entire item returned for replacement or $5 of store credit.
I let them know that I would not send back my entire rta that worked perfectly fine, wait for it to ship to them and then wait for a new one to ship back to me. I very much like this rta and wasn't willing to do that. As for the $5 offer- that did me absolutely no good as they didn't have the part I needed anyway. I did find the 3.5 glass at a different online store but after shipping it would cost me over $12.
I asked to be compensated for my additional cost to replace the part I purchased from them, recieved broken and had to replace on my own. My request was another product comparable to the cost of my $12 spent for a replacement. They refused stating it would cause inventory inaccuracies.
I then agreed to the $5 credit but asked to have free shipping on the order that I place using the $5. The response email was a complete slap in the face. First, they didn't even get my name correct. I am paul - this email was addressed to Kirsten. Second they again said no to righting a wrong and third they asked me if I wanted to go ahead with the $5 credit or return the item. I had just told them I would take the $5 credit.
This was one of the worst customer service experiences I have ever had. I bought a product that I had to replace a broken part for and in return I wasn't helped in any way. I hope kristen had better luck.”
“I ordered a item that was defective and EV made the process of Regis for Getting a new one out to me! Very good customer service! I enjoy the products and service from EV and will continue using them!”
“Let me start by saying shipping was extremely fast and when I encountered an issue with my local delivery I contacted the company back. They responded immediately.
I appreciate a company that cares about customer service and they do.
My first pack of coils are great quality.”
“Element Vape has always taken care of me when I had issues with products in the past. It's only happened 2, maybe 3 times in 2 years, so not often.
This last time I was sent a defective draw fired vape. One of the spring loaded battery terminals lost its springiness. I contacted Element Vape and they asked me to submit an RMA request. I went to order a new one and was disappointed when I saw I would have to pay for shipping again. The vape was $18 and the shipping was coming out to $14. So I was going to pay nearly double the price of the vape because I received a defective product.
I expressed my displeasure with Element Vape and we came to a mutually acceptable resolution. They credited my account for part of the shipping cost and I was happy to pay the rest. I am extremely pleased with the outcome and the way I was treated by their customer service team.
Don't hesitate to purchase from Element Vape. And if you have an issue, reach out to them and explain why you're not happy. They will do everything they can to make it right. That was my experience.”
“Element vape sent me a vape that stopped working four days after I received it. I'm out 50 dollars now and have no vape. I will never buy from them again. I wouldn't suggest anyone to either.”
“Well I have been a loyal customer for years. Basically purchasing $100 at a time, and used my rewards points I have accumulated, but turns out they charged me more than if I had not used points at all. I emailed customer service and they won't do anything to make it right. Won't be using them again. Very disappointed.”
“I received my order with the E juice box ripped and missing pieces of the box, the seal was broken on the E juice, and it was leaking. I know by the looks of the box (because there was a chunk of cardboard missing looked ripped off) it was not USPS it was a packer issue. Also the invoice was wrapped tightly around the E juice box to try to cover up the rip even though I ordered another product why would you only cover the E juice box? When I contacted returns they only offered me five dollars credit because they blamed transit.I proceeded to tell them it was not transit because the transit envelope was completely non-damaged not even dirty and a piece of cardboard was actually missing from the ejuice box. They then said pretty much that I was wrong and that I can return the sticky bottle or take my five dollars. I’m never going to shop there again and I was actually really excited for this product and now I’m bummed out.”
“Their shipping service One Live/ X Delivery is trash! There is no way to contact the delivery company if you miss your package. Element vape also claims they cannot contact their own shipping company! Many of their customers complain about it but yet they still use it to save money on their end. It's been 10 days and my package hasn't been delivered and I live 15 miles from their shipping point. No phone number for Element Vape either! Their email response is an automated message just saying to fill out a form if you don't receive your package within 30 Days! Worst company ever!”
“This is by far hands down the worst online retail experience that I've ever had. You are better off buying from literally anywhere else. Total Scam of a company with awful customer service”
“Ordered 2 shipments over $300 total. Order early April. Still not here. No accurate shipping status. In fact one says delivered, the other pending. Oh, and both are sitting in my home town since 4/26. But you can't tell the shipper.
This is ridiculous!!!”
