“Vape Pens are NOT WORKING PROPERLY!
This is the email message I sent them, one day after receiving (3) vape pens I ordered...
After properly charging them, they only last for a short duration of about 30 puffs and quickly stop working... All (3) have the same issue. A 900mAh battery should last much longer. I am using NEW 510 thread chargers that turn green when fully charged and I remove them from the charger immediately. I am using genuine Aspire K-2 vaporizers with 1.6 Ohm BVC coils. I have the twist voltage control set between 3.8V and 4.3V
I would like to return these for a refund.
This was their response:
We are sorry to hear about this issue. At this time, we will do our best to offer you a viable solution to resolve this problem.
Please provide your order number and a video recording of the issue you are facing with the product at hand. Regarding the video you are to provide, please be sure to depict the present issue clearly.
Once you've uploaded the file(s), please respond directly to this email thread with the simple phrase "FILE UPLOADED"
Proceed to the link below to our File Upload Portal to upload the requested video:
CLICK HERE TO UPLOAD FILE
Please note that a video is required at this time to verify the defective issue so that we may pre-approve your return. We look forward to your response.
Thank you for your cooperation.
This was my reply to their response:
Did you even bother to read my detailed description of the problem in my message? I received this stuff only yesterday...
You sent me a canned response! Requiring me to send a video is ridiculous! I've been vaping for 20+ years, I'm 67 years old, I know when a product is defective.
Call me and I'll be glad to describe it again to you in person.
This is their last reply to me:
Unfortunately, we currently do not offer phone support at this time as we handle all customer inquiries via email.
Please note that in regards to our returns policies and guidelines, we require a video of the issue you are facing with your product to verify the described defective issue to pre-approve your return.”
“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”
“Never have an issue with element vape and delivery - usually pretty fast considering supply issues - I order ONLY from element Vape to get Sourion Drop products - Do not order from SourionUSA (never got the order and still trying to get refund ) but all praises for Element for all vape needs!”
“I recently purchased Vape e-juice which had expired in March 2022. The taste and smell were so off that it can’t be used.
I approached the company about return and got told it’s not their fault with elaborate excuses why it would change colour and of course along with that flavour, etc.
Just go to someone else and buy instead where you’ll get quality.”
“At first they seemed legit, and I had no problems . So I placed an order that I never did get because the delivery driver didn't even wait for me to get to the door .( I do tip the drivers. ) Well , I wrote last week about being redeemed of money which was a good sum . The tracking never did update in time . My order was out for delivery and the tracking said " Shipment Created " Didn't get my order and I am out $ 100 . 00 . I hope they make it right with me , if they do I'll change my review . I know they'll keep a restock fee and the other fee , but I'd like to have some of my money back . They haven't responded and I am giving them time .”
“I ordered 4E juices and a Hyde rebel disposable. All the boxes came damaged. Also I had kept checking for the tracking information through the email, and it showed that it hadn’t even been sent out for shipping after I had ordered two weeks ago. I am very disappointed and I hope there isn’t an issue/broken disposable due to the damages.”
“FINANCIAL ABUSE, RAPE, FINANCIAL TOXICITY AND ILLEGAL LARCENY! STILL NEVER RECEIVED ORDER! NEVER USE ELEMENT VAPE! NEVER! FILED POLICE REPORT, BBB REPORT WITH MY AUNT WHOM IS A HIGHER UP THERE MICHIGAN OFFICE, DONNA GRAY, ATF, AND FTC COMPLAINT AS WELL AS BANK FRAUD WITH MY BANK BECAUSE THEY'RE LACK OF ANSWERING AND RECTIFYING THE SITUATION FORCED ME TO. THEY USE X DELIVERY OR ROUTE (FORCE YOU, NO CHOICE!) AND THEY LIE, DON'T GET BACK TO YOU”
“I NEVER got my package! i have been waiting for almost 2 months now. They said that they will give my money back once the package goes back to them but that’s BS because the package can stay lost or stolen at the shipping facility and they don’t have to pay you back as long as it doesn’t go back to the company! In my opinion this company is a scam!!!! Save your money and time and do not buy from them! They don’t even deserve a star!”
“The delivery service they have doesn't actually deliver. I don't know what else to say. 45 days, no package. I could have walked there. I can't order again with this company after that sadly. After PACT act shipping the product isn't guaranteed from this 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!”
“Made me fill out a forum for an item they didn't send but marked as delivered. (Confirmed by gsl)
Then said a credit or exchange no refund its not supported.”
“I've generally been happy with Element Vape, however, this new shipping service they have contracted is the absolute worst! I've been waiting since black Friday to receive my order. The shipping company shows my order is in Plano, TX which is just minutes away from my house. It's been sitting in Plano, TX since December 3rd (it is currently Dec 9th). I've reached out to Element Vape via email and through Facebook but their support is lack luster at best. In fact, they deleted my comments on Facebook!
I would have appreciated some follow up from Element Vape that shows they are at least trying to figure out what's up with my order. I understand that the vape community took a hard blow in not being able to use major shipping carriers but ignoring your customers and not facing these issues head on tells me that they don't care about their customers and that I should take my business elsewhere.
For reference, my order # is 11042821734.”
“I placed two orders with them.. one on Nov 2nd and one on Nov 4th. Today is Nov 28th and I have received one item from one order and nothing else. After contacting them multiple times and receiving only an automated message in response, I went to their Facebook page and contacted them and received a message stating they were sorry that I have not received my order and that was it. Since I ordered from Element Vape, I have ordered items from China and received them.”
“I ordered a mod (SMOK Novo 2) and a bunch of pods to go with it about a while back, hoping to use them to quit smoking. Unfortunately I never quit smoking, and the mod/pods just sat around for months and months, and didn’t got used. A couple of weeks ago, I decided to finally stop smoking and used the mod that was sent to me. I then noticed the pods didn’t fit the mod, and found out I received the wrong mod (SMOK NORD). Even though Element Vape could have technically stuck to their 48 hour return policy and done nothing, they didn’t. They did the right thing, and replaced the wrong mod I received. In a day and age where customer service is a forgotten art, Element Vape valued me as a customer and corrected their mistake. I applaud Element Vape, and will always buy my vape stuff with them from now on!”
“The best friendly customer service !! Thanks so much for your help and great products too. Love you guys 💗 possibly the only store left that still carries these coils… I’ll be back to shop on other products. THANK YOU ! Happy customer 😊”
“Fantastic customer service. Great selection and great prices, with super fast shipping. I placed a order for the first time and wanted to add additional items to get free shipping. Emailed these guys and they said no problem, no questions asked. They canceled my order and told me to reorder all the items I wanted. Just like that, that simple. I reordered what I wanted got my items 2 days later all the way from CA.”
“Sold me 4 bottles of oxidized juice, didn’t apologize, and made me pay return shipping after I spent over 100$ in their online store, don’t deal with this store, they dont care about their customers at all”
“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 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.”
“Just got into vaping. First ever order of vaping e juice. Googled best online vape store and element vape was a contender. Browsed their store and found a superior selection with fat shipping and great discount codes. Ordered two flavors and the package arrived quickly. Only one flavor showed up. Emailed the appropriate people and received replies very quickly. Provided pictures of the invoice and bam, just like that my missing flavor is in the mail. I was worried about the process when I started,but it turns out my worry was unnecessary. Element vape checked every single box for customer service, communication, and attentiveness. Customer for life. You cannot go wrong. They set the bar so high and it was a welcome change from what you usually get from online shopping. Try them for yourself and you will see.”
“Always an excellent shopping experience! Great prices, excellent customer service and quick shipping. If there's ever an error they will make it right.”
“Absolute A+ product line
Absolute A+ delivery time
Absolute A+ customer service
Absolute A+ return policy / helping me through replacement
I wrote a long story about how i received the wrong products in 3 of 20 vape bottles, informed E.V., and received fantastic, easy & understanding help from E.V. to get it fixed.
Instead of typing it all out again on my phone, I will write this:
ELEMENT VAPE is the only brand name vape store. Nothing else compares.”
“I have ordered from this place two times, and both times have had the incorrect item delivered to me. Their "customer service" department is a joke, and getting the item replaced or the issue corrected is such a drawn out, miserable process, that it's not even worth it. Instead of presenting a solution that makes sense for their business and for their customer, they refuse to accept responsibility and make the situation right. The first order that was wrong, I get it, we're all human. I didn't even let the company know (my fault), but two orders in a row??? Makes you question their inventory, their processes, and their leadership.”
“Well their customer service is pretty spot on they’re quick to respond... but I got denied my purchase because they can’t possibly believe I’m 22 I sent a picture of my id by itself and a picture of me holding it... as they specified but they denied my purchase... I’ll leave a picture of what they asked for but I’m blurring everything but my date of birth and my name...”
“I ordered a Geekvape Aegis Legend 200w Limited Edition kit (Xmas Red & Gold) from Elementvape and payed nearly $90 for it as they are the only site that still has that very rare color still in July 2020. Somehow, I recieved someone else's order entirely.
I sent pictures and the proof they requested to their support team, and within 2 days they shipped out a full replacement.
So even though there was an issue with my order, the way they handled it definitely earns them 5 stars. Instead of blame the customer or refuse to help, they issued me a replacement immediately and were very polite and responded almost immediately to every email. I was very pleasantly surprised.
To others who may have had issues with packages being lost by USPS, giving bad ratings to EV, I say this - when that happens, it falls on USPS to replace the package contents which unfortunately is always a run around. A company may only be making a dollar or so on a bottle of e liquid - so for them to replace your entire order And cover shipping due to something that is entirely not their fault, it would bankrupt them in the long run. If a company has a good relationship with USPS and knows they will cover the lost package, they may just send you the replacement before USPS fulfills their end of things, but that is the ideal scenario and not always the case.
It sucks as the customer when that happens, but you cannot really blame a company for a mistake that was made entirely by the shipping provider.
I can only speak to my experience with EV which was excellent, they have definitely earned my future business.”
“I have shipped at many online vape stores, so I can say with confidence that Element Vape has amazing service and top shelf products. Every order I have made this far has arrived early, and we are currently in the middle of a Pandemic. They always have the best prices (trust me I've shipped around) and more importantly they ACTUALLY have the products in store that they sell. That's the issue I always run into with these online stores. They advertise awesome deals, but when I try to purchase them they're out of stock in all the popular items. Not at EV! I haven't had that problem once! I highly recommend EV. 5 star all the way.”
“Element's Customer Service has been second to none, they are always 100% professional. I've rarely ever had an issue to begin with but the one or two times they immediately resolved my issues and were police, courteous, and most importantly found a remedy to my issue.
I highly recommend Elementvape to all my friends!”
