Element Vape
reviews and complaints

I received a $200 order today. One of my disposable vapes was defective straight out of the box. I contacted them and they replied that disposable vapes are not covered under their return or even store credit policy. This happened to me when I ordered from Huff and Puffers and they immediately sent me out a replacement free of charge stating they realized many were defective. Element obviously knows this too. They just don’t care. I won’t be using my “one-time exception” credit that won’t cover the price of vape tax, sales tax, or shipping. Literally took 7 days to get to central CA from LA. Lame. Go to Huff and Puffers. Smaller selection, similar prices and WAY better customer service.

Included video I sent them.

Ordered Juice and coils that took almost 20 days to receive. Use ejuice.com direct much better service.

This is hilarious

Electronic Shipment Information Received. Carrier has not yet received the order.

11:58 am - 08/28/2023

Westcoast Gateway

Delivery information received

9:42 am - 08/29/2023

Scan Applied

9:42 am - 08/29/2023

Westcoast Gateway

Order has been prepared for shipping

11:03 am - 08/29/2023

Westcoast Gateway

Order has been shipped via temperature controlled line haul carrier. Check back for tracking updates.

3:30 am - 09/05/2023

Westcoast Gateway

Order has been received at the fulfillment gateway and is being processed

3:32 am - 09/05/2023

Midcentral Gateway

In Transit. Package has arrived at Final Mile Carrier facility

3:41 am - 09/05/2023

In Transit. Transfer between carrier Hub location, Atlanta Terminal

12:49 pm - 09/11/2023

In Transit. Out for Delivery

1:39 am - 09/12/2023

In Transit. Transfer between carrier Hub location, Atlanta Terminal

12:45 pm - 09/12/2023

Delivered , Signed by

3:24 pm - 09/12/2023

Banging on my front door at 11PM at night.

Been ordering from EV for over a year now, I've had no problems with anything I ordered. My most recent purchase involved a juice where the description read "strawberry kiwi" with nothing involving menthol. Turns out the flavor is menthol. Now, the flavor isn't bad, but it's menthol and I don't like menthol. Decided to leave a review urging other people that are similar to avoid this juice because it fails to give an accurate description of the flavor. Turns out my review got deleted, so I resubmitted it, again, it was deleted.

Giving a 5 star requires a business to have done everything right in a normal business to customer interactions. I had an issue with a delivery of a purchased item from Elemental Vape. I contacted Elemental Vape support and was given good instructions on how to deal with this issue.

Since Elemental Vape obligations was only to ensure the package was picked up by the delivery carrier which it was the obligation to me as a customer was fulfilled at this time.

Elemental Vape understand its customer base and the need to best ensure as it can its satisfaction. With these difficult times due to regulations on shipping vape products the service that use to be normal and of ease becomes more of a challenge. I can understand frustration that others may experience.

I also believe Elemental Vape understand this frustration as well. The item of mine that didn't show up do to an issue at the carriers location was deemed as lost. I kept Elemental Vape support in the loop and once it was determined it was a lost item Elemental Vape didn't hesitate to send out a replacement.

Business and Customers need to work as much as they can together for the challenge we face occur more because of unnecessary governmental rules and regulations.

Yes Elemental Vape in this case deserves the 5 star rating and hopefully both customer and business can work together to keep it always a 5 star rating.

By far the worst online ordering experience in my life. First of all, their prices are good, very competitive, but they add on $8 in shipping costs and a $7 "adult signature service" unless you order enough to get free shipping, but you have to pay the $7 no matter how much you order. So much for free shipping. So I placed my order on 6/8 and received an email the next day that it had shipped. I checked the tracking info a few days later and the status was still "label created." I contacted EV and was told that the carrier had the package. I contacted the carrier and was told that EV had not given them the package. Finally, on 6/17 the status changed to "Package has departed facility," so it took 9 days to get the package into the hands of the carrier. 3 days later the package had made it from California to Atlanta and had an expected delivery date of 6/24. 6/24 came and went, no package. I contacted the carrier and was told that they didn't know why it wasn't delivered but would let me know, never heard back. Today, 6/30, the package was delivered. So the package sat for 9 days in the hands of EV before the carrier even got it, 3 days from CA to GA, and then 10 days sitting in Atlanta, 28 miles from my home. I will never order anything again from Element Vape and hopefully you are reading this before you place your order. Take my advice, avoid this company like the plague.

Outstanding products and service. Despite ignorant DC politicians "banning flavors" you see the kids walking around with their juuls. They go across the border. It's not hard in DC. So their political attack on vaping means the kids are barely effected. It's the adults that get punished. It's that ignorant kind of politics so common these days. It's like they want kids to smoke cigarettes instead. Either way, it became impossible to update my aging seven year old vaping gear. America gave up. I ended up in Canada on a website. They had exactly what I wanted. What I had plus seven years of innovation. I ordered it. Despite insane DC politics, a TRUCKER CONVOY blocking the roads, Fedex, UPS, and USPS refusing to to deliver vaping products, They found a shipper and had it to my door within two weeks. From Canada. There was a slight delay when it hit DC that wasn't their fault. And I got exactly what I ordered at the best price they could considering the tariffs here. Furthermore, they followed up with me. They kept in communication with me. And that might not be a big deal to some, but sometimes knowing what's going on is all you need. 500 dollars might not be a lot of money to most folks in DC, but it is to me. They made sure everything was insured and reminded me they did that for me. I can't think of a single thing they could improve on. They went above and beyond. I got my products, and they were exactly what I wanted. This is how you do it folks.

Among the very best Customer Service folks I've ever encountered, and certainly the best in the vaping industry...if there is an issue with an order, they *willfix it. A good selection of vaping devices, batteries, and ancillary equipment, plus a very good selection of vaping liquids.

Do have an issue with the new shipping company Element Vape has been forced into using, by the idiotic actions of the USPS, FedEx and UPS, to no longer deliver vaping supplies. I'm a disabled veteran, and do the vast majority of my shopping online, so I'm in the habit of checking tracking information. 13 days after placing an order, the tracking information showed the package to still be in Los Angeles. I last checked the tracking around 5pm; at about 7pm, I received a phone call from an unknown number, which I ignored...immediately got a voice-mail from someone saying they had a "vape" delivery for me, and he'd be at my door at about 7:30pm. He arrived in a personal vehicle, and, the entire process made me uncomfortable. Not to mention the ridiculously long time it took to get my order.

Lastly, with the new "Adult Signature Fee" and the State of Ohio's Excise Tax on vaping liquids, my last order went from $56.55 to $91.55...I don't like having to pay $5.00 per order for the "privilege" of signing my name, but, I'll swallow that one...$30.00 in "excise" tax (for that order; your results may vary!) is ridiculous, and will, unfortunately, keep me from purchasing liquids from any out-of-state store, including Element Vape.

Wish that wasn't the case!

I ordered a prince stick from Element Vape I ordered a prince stick from Element Vape and received last night when I returned home from work. Have not used the device at all because every time I put liquid into the tank it just leaks out. I just received it yesterday and still using my old one. Any other store that I have dealt with in the past replaces defective devices that they sell but they will not do anything. I don't particularly care about the return policy because there is no way that you can determine if the device is defective or not by not opening it. That just makes no sense at all. I asked for at least a replacement tank and they will not send me one. I will never order from them again due to this. I have wasted liquid, another coil and tried to change the seals and still continues to leak. The response I received was that all tanks leak a little bit. This isn't the case with this one as it just empties the thing out completely. I know tanks leak a little. I have one that does so and it is hard to prevent that but for a tank to completely empty out once it is full is an issue with the tank. The glass is not broken and is in perfectly good shape. I feel like regardless if it is there device or not they should honor the sale and try to help their customers out but do not do anything but provide you a link of their policies that don't make any sense at all because you would never know a device to be defective unless you actually open up the device. I have contacted them within 48 hours of the device arriving to me and now they are not responding to me at all and just giving me a run around.

I think EV gets a lot of unfair negative reviews due to either customer ignorance, entitlement or just plain old human error and/or not paying attention to what's going on. I see right off the bat some people complaining about the new shipping policies like who they use or the required adult signature fee. Its almost like they weren't paying attention and missed the new vape mail law. The fee is required AND all other online vape shops charge it. No, they cannot use FedEx or UPS, etc, because they all sucked up to the govt and promised to follow whatever the USPS said they'd do. Regardless, EV is a fine company and they have always righted any wrong that's happened (and wrongs WILL happen, humans aren't infallible and times are tough and people are stretched thin during COVID, GIVE EM A BREAK!). Anytime I've had something missing in my order, they've simply just needed a picture of the invoice and if the item was incorrect and not just missing, have it included in the pic, and that's it! Painless, and they have the correct item shipped out within 24 to 48 hours! I fail to believe a lot of these reviews where they say support pretty much give them the old "sorry bout yer luck bro" party line. I have never felt that from EV, and to be honest, there's been one or two times where I was kind of reaching, but they still made good. Take it from me... I spend upwards from $2XX-XXX every 1 to 2 months (yes I have a problem, and yes I have a lot of juices that I used one tank and have been sitting in a drawer forever, lol). But that's about it. I think EV is great, and on par with any other reputable online vape shop.

I'm shocked by the number of complaints this company has received, as I have purchased from them for quite some time and have had nothing short of exceptional customer service! My most recent order arrived in 4 days! The packaging/product was intake as well. They respond immediately to my inuiry emails, and always have. Seriously people, the PACT ban on usual carriers delivering vaping products has made it nearly impossible for these small businesses to do "business as usual" to say the least. They probably worked tiresly to research & find delivery companies they could trust, just to stay in business! SO many Vape shops had to close, as this ridiculous new law killed their business & they lost everything! It's not their fault this law was passed, as it's added an enormous amount of work to their daily routines of trying to get the product to the consumer. The shops that stayed in business are doing their best to keep the doors open & sell us products. Put yourself in their shoes, and give them a break! Like everyone else in the US, they are most likely finding it difficult to hire staff, and then on top of it, they have to spend useless time responding to complaints regarding shipping! If you know of a better delivery service they should use, maybe inform them so they can try them out. If not, give them some time to perfect this issue. I will continue to support them, even if my delivery could be late. I for one am delighted they remain in business so I can feed my addiction... Or maybe open your own business & give it a whirl if ypu think ypu can do better. Thanks Element Vape, I give ypu 5 Stars!

Best vape company out there by far.
Best selection of in stock items and super fast shipping if you're in socal. The rest of the states will prob take longer according to distance. For example, giant vape in Virginia take 15-20 days to get to me. People gotta realize that there's no traditional shipping company that is allowed to, or feels it's worth shipping vape hardware and juices. There's too many laws and regulations now. Plus they have to charge for signature. My delivery company is GLS and I've never heard of them before. This is all setup spontaneously once the laws went into effect in 2021. I think the major cig makers are desperate and are leading the cause against vaping because vaping is so effective at quitting smoking. I've smoked for 25 years (can't believe I'm saying this) and I bought some mod vapes for cloud production and before I knew it, I was no longer interested in smoking. It's weird. I can get along all day without even thinking about a smoke. Blows my mind because I thought I was chained to cigs for the rest of my life. Anyway, element is really a good company and we should be grateful they even exist because the vape industry is hanging by a thread people. Vaping saved several years of my life I'm sure.

Oh and the reason I did this review is because I had to return a defective aegis x mod and element had me refunded within 3 days of shipping it to them. The return procedure was a pain though, I had to film the vape malfunctioning and then send like 4 response emails to get the Rma started. There must be a lot of fraud in this industry idk.

That said, element has always worked for me. Hope this helps someone.

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 *** - 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.

These guys are absolutely amazing!
It began last night while I was trying to place an order. When I went to log onto my account I couldn't remember my password *** I no longer use Google to help me with passwords. I clicked on the forgot password *** to reset it. When I clicked on the email link it sent me to the page to input my email to get a reset link. Once again I entered my email, went to my email and clicked the link, only to be returned right back where I started. It was turning into a mild nightmare because it was a never ending cycle.
At this point I went ahead and placed my order as a guest just for the sake of still being able to get what I needed in time before I move.
I sent an email to Element Vape describing what was occurring and they promptly responded with instructions with a reset link, clear my cookies, try again, and take screenshots of what was transpiring. I did all of the above, and because I didn't see their email right away the link timed out. I proceeded to click on the forgot password *** and went right back to where I was at last night with the never ending cycle. My next step was deleting my cookies and voila success I was able to change my password. I was excited and immediately tried to log onto my account only to see that it was locked! I emailed them back and they promptly resolved the issue by unlocking my account. Finally, I was in! Once I confirmed to them that I was able to access my account again they applied the points from my guest purchase last night to my account.
Long story short, these guys are amazing! Very fast response time and extremely helpful in getting my technical difficulties resolved. Amazing company with great prices and fast turn around time as well. Their attentiveness to customer care has made me a customer for life!

Complaintsboard.com review for element vape

For about the last 2 1/2 years I have been ordering my vape products exclusively from Element Vape.

I used to smoke 2 packs of cigarettes a day for 20 years. I finally transitioned in 2018 and I couldn't be happier to be free of tobacco products. I enjoy nicotine, but hated the thick odor and heavy tar in my lungs.

Element Vape has not only supplied me with the highest quality vapor products on the market, but more importantly their service team meets my high standards of order fulfillment and delivery.

They have never once failed to fill an order promptly, and have never packed an incorrect order. Every packing list was perfect and was sent out immediately, and tracked from the moment I checked out, to the moment the package arrived at my door.

However, it saddens me that Congress passed *** PACT amendment in December .

This prompted the most prominent courier services, both domestically and the world, to voluntarily cut ties with any e-cigarette or vapor product online retailers; effectively making it almost impossible for suppliers to deliver their products into customers' hands.

Even our domestic USPS now refuses to handle vapor packages. Coincidently, the only order of mine that was ever messed up was because USPS delivered the package to an incorrect address. After a lengthy online claims process, USPS refused to compensate me, both in the physical product and financially, for their own mistake; resulting in a loss of my personal trust for our domestic postal service.

It's more important than ever in this pandemic age to be able to order online and receive products. Switching to vape products from gross tobacco has been a godsend. But now that's all in jeopardy.

But aside from the politics of the situation, Element Vape has been nothing short of stellar in their product offering and delivery over the past 2 1/2 years that I've been dealing with them. I cannot recommend them enough.

This website is where I always ordered products for my vape. I never had a problem until till recently. On May 9 I ordered a vape and the tracking number said it was delivered on 5/13 and I never received it, they let me send in a paper stating I never received it and they actually sent me a new one to replace the one I never received and I got it on May 26. I ordered another vape on 5/12 and it said it was delivered on May 16 and I never received it. I tried to contact them about this several times and they never responded to me, they just kept ignoring the 5 messages I sent regarding this. Since they never responded I put in another order for the same vape on May 16 and just had it shipped to a different address and I did receive that on May 20. I then when to purchase coils for my vape from them on June 10 an error came up and said my email on that account could not be used. I contacted them and they said that all transactions are processed by there Fraud Detection Center and that it flagged the order and let them know that it did not meet the approval rate. I am now not only out the second vape that I ordered from them as they still have not let me know anything about it at all, I now can not use the site to order anything and they did not even tell me, I had to email them to find out why and all they would say was that my order was flagged, they did not go into further detail. This is not the way a good business is ran. In my opinion they did not do what a good business would do and inform the customer on what was going on with the one order, and also if an order is flagged the customer should be told that and given reasons why not just completely ignored. I will now never recommend them and make sure that I let everyone that I know what happened and what element vape did and how they like to run their business and treat their customers. I could understand if I did something wrong to the company or something but I did not do anything and then they don't even give you the common decency of letting you know what is going on or what to do.

One if the Vaporesso Luxe Pm40 that I purchased thru element vape had battery issues right out of the box. The device needs to be charged constantly. I emailed their warranty support and did not receive a response. Then I emailed their customer support and also did not get a response. Finally, I was able to get thru to customer support by filling out their online support form. I informed element vape that I have been having battery issues with the device as soon as I started using it. Their response was it could be a number of things that is causing the battery issue. Because of these subjective reasons can not be determined if they are the reason for a defective device, they do not warranty battery issues. Element vape refuses to acknowledge that this is a brand new device that is having battery issues. It's not a device that I've had for a couple of months and battery issues started developing. This would be like if I gave element vape counterfeit cash and they came back and told me I gave them useless money. Then I tell them because of the nature of banking and handling of cash, it is hard to determine if the cash I gave them was counterfeit without actually having the cash in hand to look at...and therefor cannot accept the fake cash for real cash. Element vape should have had a disclaimer on the product page in bold letters..."Purchase at your own risk, if you receive a defective product, thats in you and we will not take it back eventho we sent you a defective product". If this is disclosed on the product page, how many people do you think would actually purchase this item? This review is not to badmouth element vape, its to share my personal experience with any potential new customer who wants to know how element vape practices business before making a purchase. If my experience can save at least one person from future frustration with element vape, then the review has done its job. $30 isn't going to break me, this is more about the principle of things. I will take my business elsewhere, where the business stands behind the product they are selling. You can bet if I came across a review like this, I sure as heck wouldn't chance ordering from element vape.

I used to have great experiences with Element Vape. I'm not sure what changed, but with this past package I've had nothing but issues. USPS lost the package, I called them multiple times and submitted two different claims. I had reached out to Element's customer service and they would only send me canned, generic responses back - even when I asked for guidance on what to do. Eventually, the package was found and is being returned to Element Vape.

The package was shipped 4/10, it arrived and I missed the USPS driver by maybe 2 minutes. No big deal, I'll pick it up. I went to pick it up and it wasn't at the local post office. They had accidentally sent it on another truck to another location. Not Element's fault, but I did reach out on 4/20 for guidance. They replied with "We kindly ask that you allow up to 14-business days for the order to arrive at your destination. If you do not receive your package by then, please be sure to contact us so that we may further assist you in resolving this matter."

So I waited 14 business days and e-mailed them again. I said to them "Today is the 14th business day. I've called USPS and my post office multiple times and submitted two claims. Of course today they suddenly decided to update tracking to return this to the sender.

Heads up I doubt they'll get it back to you. They kept promising me they'd find it and deliver it to me but they never did.

Can I please just get a refund? I don't want to fight over this vape juice anymore.

Also, anytime I tried to reschedule delivery it told me the item wasn't eligible. And any time I tried to pick it up, it wasn't at the post office. "

They responded by informing me that they will consider refunding me once they receive the package.

I'm just hoping that they actually receive it. I understand that USPS losing a package isn't their fault, but none of this is my fault as I did everything in my power to actually get the package where they didn't even want to give me advice on what to do.

I told them to delete all of my information and that I'll never do business with them again. Their Trustpilot reviews are even worse. At this point they seem to be just taking people's money and sending canned responses to justify keeping it.

ElementVape is a rock solid company and they will do right by you. I would prefer to give 4.5 stars instead of 4, but a small challenge (that was properly taken care of by the dedicated team at Element Vape) with customer service speed for dealing with RMA issues makes it difficult for me to give a full 5 stars. First, on the site design, ease of use, intuitiveness, and ease of purchasing. Element vape has put a lot of care into make the entire online purchasing experience very smooth and easy and pleasurable to use. 5 stars for that! Second, for shipping, Element Vape ships quickly and I love that! Their packaging is just fine too. I've only received one vape tank with damaged tank and it was in a fully and properly packaged box, so I believe the break occurred prior to Element Vape even receiving it from the manufacturer. I do wish that, when choosing a a shipping method, you can see clearly what methods require a signature and what methods don't. Finally, for an RMA return, Element Vape did right by me, so I don't want to imply that customer service had a service EFFORT issue. Element Vape was professional throughout the process. However, for a customer like me, who has purchased several times from them across several different transactions, I was a little surprised at the number of steps Element Vape required to process the RMA. I had never done an RMA with Element Vape prior for any other piece of gear I purchased from Element Vape, so it would have been nice if they had trusted from the outset that my technical issue was real. But instead, there were multiple steps. First the claim, then a reply asking the nature of the issue, then an explanation, then an email asking to upload a video, then a review period that took another week and then two emails, the first saying the RMA was approved, and a second email with the label. Element Vape did right by me by actually sending a pre-paid label, which was much appreciated. However, As a customer who has purchased a bunch of products from them across several orders spanning a few years, it really surprised me how many interactions were required before they trusted that I had an issue. Other small businesses who I have done repeated transactions with have been much more trusting, simply because I had done multiple transactions with them, and therefore required fewer steps whenever there was a customer service issue. --- At the end of the day, this is a minor gripe in the business operations flow of Element Vape. They are an excellent company and for anyone seeking to purchase vaping products, they are the NUMBER 1 company I would recommend.

Man, this company sucks. Their customer service is garbage. What kind of company doesn't have a phone number to call. I was sent an opened device twice within a month. The packer does not see that the package is opened before they pack it? I mean one time is okay, but twice? I received a device with no plastic wrap and they said its their opened one that they use to take pictures for the website. I returned it, then got a refund. Then 2 weeks later i order a new one, and they sent me the same exact opened one. Ridiculous. Im done with this company. Communication is difficult and slow.

Fraudulent charge likely by an underage person. Element Vape will not share with me or my credit union the ID or shipping address. A *** charge to Element Vape was taken out of my account on 2/18, using my husband's card. Neither myself or my husband ordered anything from his company. I emailed Element Vape on 2/21 (there is no phone number to contact them). They would not give me the shipping address or the ID of the person who made the charge, although they did confirm it did not ship to my home address. They told me to contact the card issuer and have them contact Element Vape. I contacted Cinfed Credit Union, my card issuer, and Ms. *** with Cinfed emailed Element Vape on 2/25 asking for the ID and shipping address. They replied at 5:06 PM on 2/26 that *** should contact her card issuer to get her money back. Ms. Tolbert replied that she is the card issuer and advised Element Vape that she would do a charge back for the *** charge and advise me to file a complaint on the Complaintsboard.com. Cinfed Credit Union has shut down the card used to make this charge. I want to know if someone has a picture of my husband's ID as well, which is why I'm asking Element Vape to share the information from the ID used to make this purchase. Because it is illegal to sell vape products to anyone under the age of 21, I am fearful that someone has a picture of my husband's ID that they could use for something else. I also want to know where this shipped to, so I can try to find the person that ordered it.

My son purchased vape pens in complete violation of their age policy. He gave my husbands name and has it being shipped to a mall shipping center. My 17 year old son was easily able to bypass *** age verification and also had the items shipped to a mall shipping center. I would ask that the company at minimum require a shipment to go to a home or business address. It's also very obvious that they are marketing to teenagers with all of the fruit flavors. Age Verification To place an order, users must provide the full legal name, permanent address, date of birth, and the last four digits of their social security number. This information is automatically verified by a third-party software and cross-referenced with public records to confirm that the purchaser is at least 21 years of age. In the case that the public records fail to match or they do not wish to provide the social security number, the purchaser must upload a non-expired government-issued I.D. for human verification. You will be asked to email a legible copy of your identification clearly showing your age, name, and shipping address. We reserve the right to deny and cancel the order if proper identification cannot be provided in a timely manner. Element Vape is committed to youth prevention, implementing a secured, industry-leading age verification system powered by Veratad to verify every order placed on our website. Our team continually work hard to strengthen the age verification process and improve our checkout procedure to restrict underage purchases.

I placed an order #XXXXXXXXXXX on *** On *** I received an email stating my order delivered. I work from home and was home all day and I never received this order. I then went to my leasing office and checked with them and no one there had received a package for me. I checked my mailbox and all neighboring apartment doorsteps and found nothing. I looked at the tracking and the uploaded delivery receipt is signed by *** which is not me and I do not know anyone who signs delivery receipts with a number. I contacted the carrier and asked them to start a trace immediately and also contacted Element and the shipping insurance company Route to open a case. I was told my Element Vape that they cannot do anything as the delivery receipt confirms it was delivered and to contact Route. I received a message from Route stating my claim is closed as it falls outside their protection but they also stated to wait 5 days from the date of delivery. I am getting the run around from all parties involved in this shipment and I am a customer of Element Vape who has ordered several times and was going to continue to order from them for all my vaping needs but I feel extremely frustrated and cheated out of money for product that I did not receive and lack of any kind of customer service to remedy the situation. I need either a refund or have the product replaced. Attached is the shipment delivery receipt with proof that I did not sign for this package. Also attached is the response that I received from Element Vape and the one I received from Route.

I ordered $95.20 worth of merchandise on November 5th and never received the merchandise. Element Vape has pushed me off to their third party Carrier *** does the same thing and refers me back to Element Vape. After submitting multiple help tickets only to be ignored mid conversation I figured out on my own how to submit a ticket for Missing merchandise. After explaining to Element Vape all over again how they told me my order was in ***, to all of the sudden within minutes it had been *** to *** to oh it was attempted to be delivered, back to the order being in *** I asked to cancel my order and I asked for my money back. I was then directed by element Vape to fill out their missing merchandise form and noticed that in the form it asks you to chose either a store credit or a *** I want neither. So I write element Vape again and I'm told not to worry, that there's already a notation on my account to process my refund back to the original payment method, that all they need is for me to complete the form, so I did complete the form only to be waiting still without a refund! They claim they need 5 business days to investigate what happened to my order and I'm wondering what they've been investigating for the last month then but not it's been the 5 business days and I still am getting the run around from this company, I'm very upset about it and *** deserve any *** delays, this Element *** is highly *** and haven't done anything they said they would since *** my money.

Very rude and inconsiderate when the issues with their methods are questioned. I placed two orders from this company within a few days of each other. I was notified they both shipped, however, the first item was sitting in a post office in California for 7 days. They sell items that are perishable and should not be kept in these types of conditions long. I contacted customer service and asked for a refund of the shipping, many companies including Amazon do this without the customer asking when there is an unexpected delay. I was notified that they arent able to process refunds, and that it could be awhile due to the protocols placed on the post office due to covid. I informed them that businesses have had a year to adapt to covid, and I have purchased many items shipping using the same methods and have had no such issues or excuses. Then they proceeded to inform me that its only been 4 days, disregarding my 100.00 dollar order that I placed first that had been shipped and sitting for 7 days. I then proceeded to ask for return labels and notified them since it will be sitting for 17 or more days, that I felt the products might be defective and I dont feel safe with them since they will be neglected in a post office for so long and was informed that they do not do refunds. I have a serious issue with this company, and am reaching out to Complaintsboard.com in hopes that I can get this final return done, and no longer ever have to be subject to this company ever again, and I also asked them to close my customer account, as I am not interested in ever doing business with them.

I purchased an order from this company, which is roughly an hour away from me. They shipped it to me using some unnamed shipping service, charging me full price for insurance and signature on the package. After the package showing it hadn't moved from it's location in 9 days, I contacted them to see what was going on. Their shipping policy states they can be contacted 7 days after a package has not been reasonably delivered. Element Vape told me I had to contact the shipper. I did, and they told me the package was lost - but that I could NOT file a claim, and that Element Vape must file the insurance claim. I contacted Element Vape, and let them know the package was lost, including screen shots of my conversation with their shipper. I told them they must file the claim, because I cannot. They said they will not file the claim unless the shipper tells them the package is lost, and that they will not contact the shipper for me. This leaves me with zero recourse on a package that I both paid for and paid the insurance for. After almost a month, I contacted Element Vape to let them know I would be contacting my bank for action on it. They then told me that "they would have given me my money back, but now they won't because I'm contacting my bank." They said their policy is 30 days after a package is lost. They should be held to promises they are making to customers, and this seems illegal to make claims that are not true. I have full email chains from both Element Vape and the shipping company to prove all of this. There are also many complaints with Complaintsboard.com about them doing this exact thing - repeatedly.

Business sent incorrect product. Refuses to send correct product, unless I fill out forms and send back. Discrimination compared to other customers. I ordered 3 × 45mg-30ml *** Bliss Nic Salt. I only received one. Two others were sent by mistake. My order was confirmed many times, and even the receipt sent with the e-liquids, has it right. It looks as if someone didn't notice what the order actually was or what they were putting in the shipping package. My money was deducted from my account immediately on order. Order *** - Order date: Feb 19, 2020, 7:39:09 AM. Order arrived 2/22 via ***. I opened the package, saw the error and immediatly documented the error. I reached out to the business and was told that I needed to fill out forms. Once they had the filled forms, then and only then would they send a shipping label to send back the 2 x $10 bottles of liquid. Then, at that point they would send the correct product. This also is discriminatory, as on their social media page, a customer received the wrong product to, except she was sent the correct product. THE SAME DAY. In addition they let her keep the incorrect product. So, their policy is personal preference, not a policy they stand by or enforce 100%. I have screenshots of the other customer praising them for sending her the correct product immediately, when it was addressed. Discrimination. Period. I can send these screenshots if necessary. Absolute garbage to treat a loyal customer this way. Why would anyone, pay money to do a businesses work for them? Just to get what they paid for in the beginning, it makes zero sense.

I placed online order from Element Vape on *** order # XXXXXXXXXXX, for a total of *** The package shipment #XXXXXXXXXX was received by their 3rd party mail carrier, *** where it was given tracking #XXXXXXXXXXXXXXXXXXXX. The website showed it was in transit from ***, and should arrive on *** then rescheduled to *** and again to *** No further updates givem as of *** so I contacted *** and they told me that my package had been marked as "missing". So they ran a trace and of course, it is still missing. They told me I cannot file a claim myself, but that element vape has to contact them to file the claim for me, and describe to them all the details about the package. (Weight, type of box, packing materials, etc). However, after several *** to communicate this with element vape, they said they are not responsible for any lost packages once the shipment leaves their building, and I need to resolve with the shipping company. I am very angry about this because neither party will do anything about my missing package, and I am out *** I want element vape to refund my money, and they can deal with the shipping company directly, because that is who they chose to use for shipping! I have already ordered replacement products from another company, so I do not want store credit, I want a full refund of $***. The package is not delayed, it is *** so making me wait longer will not resolve the issue- I want a refund immediately. This is not good business practice from the shipper or shipping company, they both should be ashamed of how they treat customers! I will not use either one in the future.

I had ordered five products from element vape on December 5th of 2021 because of the new law would not be able to send *** products through *** mail they had it done through a smaller carrier 3 weeks went by with no word no information on tracking so I requested multiple times for an update a month went by no product showed up so I contacted multiple multiple times finally got contacted back to tell me that the package was lost and to file a complaint with the shipping company so I did they said they reordered and shipped out another shipment I never received the order route shipping said that there was a signature I never received a *** product and sign my name so someone obviously forged my signature from that shipping company but yet there was nothing at my door I've contacted him again multiple times to refund my money I do not want to deal with this anymore it's been more than a month and a half now for $89 so I don't know who's that fault here the people that I bought the product from or the shipping company that shipped it. Either way they took my money and never received any product the shipping company which is called route offered me a refund on their end but it doesn't include shipping costs which cracks me up because they didn't ship anything to me or tax so it's about almost $30 less than what I paid for which I think is ridiculous please respond back to me and tell me what I should do I have no clue what to do all I know is that they stole my money. I also made a claim with my bank because it's technically fraud still waiting to hear back from them also there seems not to be any answer from element vape or route shipping. I have over 30 emails between element vape and route shipping to me I want to send all them to you but I don't know how.

Complaint against Element Vape. I have made three purchases from this company 1. 9/12 for $98 - ordered 9/13, delivered 9/16 2. 10/3 for $108 - ordered 10/3, delivered 10/7 3. 10/29 for $98 - ordered 10/29, still not delivered and with no estimated date of delivery available. All of the ordered items were sent with 3-7 business day delivery. The first two arrived quickly. They are shipped from SoCal to NorCal, so I received them within a few days. This last order I made on 10/29 is still outstanding (12 business days later!) and I have sent several emails to the company asking where the product I paid for is, with NO resolution. After several emails asking where the product is, I requested a full refund on 11/8 and was told to be patient and wait for the package. When I track the package (the company will not track or give me the account number to dig deeper into where the package is) - the shipping company GLS states on their website: "10/29/XXXX XX:XX PM *** DATA *** GLS RECEIPT SCAN". I would like my package delivered to me and/ or a FULL *** in the next 5 business days - DEADLINE by 11/23. The website say this about processing orders: "Orders will be shipped within 72 hours of placement, with most orders shipping within 24 hours out of our facility. Tracking emails will automatically be sent out once it is shipped unless you are located in certain parts of the Midwest or Eastern half of the US (see below). The website says this about shipping in the Western US: "Orders destined to the Western half of the continental U.S. will take an estimated 1 to 3 business days to deliver (excluding processing times)." It's ridiculous to wait 12 business days for a package promised in 1-3 business days. Very unprofessional.

Element Vape has become the absolute worst company to do business with. I was a pretty regular customer with them because of how quick they were to get things to me. *** often failed to deliver but that was of no fault to Element. *** stopped delivering the vape products and it went downhill from there. Now I'm reliant on a company called "***". ***, once again, fails to deliver often but worst of all, the tracking is garbage. You get 0 information until you receive a text of "I'm 3 minutes away" and if you're not home to sign? Oh well. You have to wait a minimum of a week before they try to redeliver. Element is ignorant to this all and offers no support. Understandably so, to a degree. It's unprofessional to work with a shipping company yet know absolutely nothing about it and offer nothing to your customers who are, as these Complaintsboard.com complaints and social media posts show, spending a ton of money. There is 0 explanation for the adult signature fee. You are directed to visit the help center, yet you see the same message that it exists.. but no explanation as to why. When checking out you basically are lied to about shipping time. This past order stated it would be 2-5 business days. I could sit on that site and refresh the page and watch my shipping times change. Usually I can go to *** website and see that my shipment was created up until the moment I get that last minute text. There's absolutely no way to arrange for myself or another adult to present to sign. The kicker this time... I got an email from element with a *** tracking number stating it was created June 9th. *** doesn't deliver vape stuff. You can read through these comments and see all the refunds, but a good business doesn't have to refund. A good business is timely, reliable, and at the very least has customer support. Your emails will fall into black holes, or if you're lucky, you get an automated and unhelpful response.. don't even bother.

Placed an order with Element Vape on Sunday September XX XXXX. About 10 days later I received a UPS attempted delivery on my home door, which is odd because I do not have anything shipped to my house due to package thieves. I reached out to customer service to make sure that they go the shipping address correct, since it was different from my billing. Right away, they gave me instructions on how to file a claim with their Mandatory "Route Shipping Protection", when though they claim it is optional. I found that odd because my message didn't warrant such a response. I responded and they finally clarified that they had the correct shipping address. Just today I filed a claim with Route.com and they immediately wanted to refund my money, minus their cut, instead of providing a replacement. On Element Vape's website they say: "Q; If I am issued a replacement through Route, and that package gets lost, will Route cover that too? Route does also cover the replacement package! When Route re-orders the items, that second order will also be insured." - https://elementvape.zendesk.com/hc/en-us/articles/XXXXXXXXXXXXX-Route-Shipping-Assurance I asked for a replacement from Route and their response: "I would love to try and replace that for you but Element Vape has set some rules on us that we can only refund for now" Route "would love" to replace it but they are not allowed to choose that, per Element Vape's instructions. Meanwhile, with Element Vape being the only new credit card transaction in months (i use my CC for paying my electric bill), I discovered my credit card info was stolen and used a few days after my purchase with Element Vape. This company has been known for selling, I mean leaking, I mean being *** credit card information. So... Not only do I not get my product but I wasted my money on the Route shipping insurance? Element Vape is a scam and doesn't have the *** I want what I ordered and what I had to pay insurance on getting it to me.

Been a customer of Element Vape '16. Their service USED to be pretty good & quick. Now it's just down the tubes. I understand the PACT ACT impacted a lot of processes, especially shipping & I try to be mindful & understanding of that. I placed an order on 7/8 & spent nearly $100. 24 hours for processing to ship, which took 72 hours. They shipped my order with a tracking number that leads to no websites or tracking services. I wasn't getting any information from tracking for up to 2-3 days. It was concerning, so I checked in by email & asked if they could give me more information, to which they gave me a generic scripted response. I gave the benefit of the doubt about the transit times initially. I get an update on the 13th via tracking, & then nothing for roughly 2-3 more "business days". Finally it updated on 7/18 & said it was out for delivery at 3am EST. I waited & received no delivery. So I emailed them again & left them feedback, to which again I got a scripted generic response, excuses that they knew no more than I did, & that they had no way to know this information once the orders shipped. I contacted them once again on 7/21 asking for contact information directly to the carrier since I wasn't recieving my order still, & I was told they didn't have that information & just keep waiting. It's now 7/22, it's been a overall total of 10 days & I've recieved nothing. No offers for information or remedy. But here's the kicker, they mailed me a order placed on 6/19 that only took 7-8 business days through USPS DESPITE the PACT ACT mail ban regulation. SO why is it that I got that package through USPS, got it ON TIME, & everything was fine? & then this on this order. I brought this up in one of my emails, to which the question was ignored. I read some complaints on their facebook page as recent as 7/18 & 7/22 from customers complaining of the same issues. I read Complaintsboard.com complaints, where complaints of the same issue were made & nothing has improved. Unacceptable.

No concern for customer timely deliveries. No concern at all for customer satisfaction! I have contacted this company when I noticed that my package was traveling to states that it should have never travelled. When I noticed irregularities in my delivery I contacted them right away and was brushed off to deal with someone else. My package was traveling to states not in route with my address. It actually was leaving the same location twice within 18 hours apart... leaving the SAME EXACT LOCATION! I paid for my product and handsomely for shipping with the expectation that I would receive my order in the same timely manner that I always do. The company does and has not shown any concern to me and have come across quite cold. I have been waiting 11 days total now, including 8 working days. Although until today, I have received correspondence from them but the fact that they aren't even willing to address my situation in any way is absolutely astounding. I have spent hours on the phone with the USPS over several phone calls & have started an inquiry investigation in an attempt to just figure out where my package is. Which I have yet to hear anything back there as well. I contacted Element Vape again today without any response whatsoever! I want my money back for this order. Nobody should have to wait close to half a month to receive an order, especially when charged so much for shipping... They need to take customer service and customer concern in mind when dealing with them. Without customers your business can't run. You cannot run a successful business without successfully treating customers with concern and respect and consider their concerns as well. Had attention been giving to this situation when I brought it to their attention, we most likely wouldn't be where we are now! Element Vape says my item was shipped on November 28th. It is now December 7th and my item wasn't received again today and I still have no idea where it is at, it's been saying in transit since the 3rd where it last left Georgia, it left the same place TWICE... within 18hrs. Order #

I was sent the wrong item and customer service was a nightmare to work with. Ended up having to contact my credit card company instead. They sent me the wrong item. I double checked the order confirmation to make sure I didn't accidentally order the wrong thing - nope. I ordered the right item, Someone packing my order messed up. Emailed customer service at around 3pm PST. I sent my order number, pics of the wrong item I received and I put links with pics to the item I was supposed to receive. No reply until the next day, while I'm at work. They tell me to take a clear picture of my paper receipt. I'm like what?! Why? I threw out my packaging. Every record should be electronic. I even included the order number in my original inquiry. I told them this isn't 1950 and forwarded my confirmation email instead. Wow, magically that worked. I was then told to fill out a 2 page Google Form (with information the customer service representative could've done themselves) and they would get back to me about getting a shipping label to return the wrong item. Umm, what? What about my replacement? So let me get this straight - I'm supposed to print a label, package an item, go to the post office and return the item, and wait for you to receive it and give me a refund. All for a $20 product?! And for a mistake that wasn't even my fault? My time is worth more than $20 for the amount of effort this would take. Any halfway decent store would have sent me a replacement ASAP and left me alone. But this was like pulling teeth. I told them around lunchtime that they did not address sending me a replacement at all and this process was ridiculous. I said if they didn't send me a replacement I'm going to contact my credit card company. They sent me some generic reply THE NEXT BUSINESS DAY. I ended up giving up and contacted my credit card company to take care of this instead. My claim is in process as we speak. Whoever handled my case clearly did not care. Also it's not even sanitary to restock a MOUTHPIECE ITEM during Covid-19. I told them I had touched it and it would be unsanitary to send back for them to restock but they did not care. This is totally unacceptable customer service and wasted my time and patience. I ended up ordering a replacement from another company. I should be able to send an inquiry and get a replacement within 48 hours for something like this. I ordered the right product. This was not my fault. And I have spent hours addressing this issue.

Was sent an advertisement for Fourth of July discount and did not honor it,and still took money with no problem They sent me a Fourth of July false advertisement for a $10 discount if I spend over $80.. I've been a long time customer and seen many companies willing to fix the errors that they have made which we all make mistakes. The discount did not say that the $80 had to be before taxes if I would have known I would have spent the extra two to three dollars to make that happen. My order came out to around $78 and when I contacted them to let them know that it would not work in the discount section , they said I didn't qualify because it wasn't over $80 before taxes. I've been told them that the email they sent me did not specify that information and that I was even willing to pay you a few extra dollars for another product to receive the discount. I told them I do not want anything free and that I would happily be willing to work with him so that the discount that their email promise could be honored. Because the error that they made sending these false advertisements did not state the information about before taxes. I told them I've been a long time customer and I'm willing to speak with someone so we can make this situation work out for both of us including the painting the extra money but the person emailing me said it's too late that the discount could not be made because my order has already been shipped out. I told them I've worked for a vape shop and seen many times where if we made an error and did not specify the correct advertisement or information that we would do whatever it takes to make sure the customer was taken care of and they were credited what the discount promised. And that every other vape shop that I have ordered from that has made a mistake has always been willing to fix their mistakes and I didn't understand why they were not willing to correct and make the situation right when it was clearly an error on their part for false advertisement and not following through with the discount that they promised in the email which I still have as proof. I've been looked on Reddit and started seeing a lot of complaints about order issues and customer service not being offered to help fix their situations also. And I've also sent people to their website in the past to order things because I thought they were a caring company about their customers and after all these years I'm sending them customers and ordering from them, when they know that it was their fault on the email and I still offered to pay the extra money just for the discount they still failed to assist me and ignore the fact that they were making false advertisement and promising customers things they did not follow through with. I would just like the owner to know that this is not the way to treat customers especially long time customers who have continued to be loyal and also send them more customers to help their business thrive. I would like it if they would make the situation right and honor the discount that they promised especially in these pandemic times.. I just got laid off and also explain that to them that what they promised me in the email would greatly help my situation with the pandemic and losing my job.. and also everyone in the big Community are supposed to be helping each other to keep our community alive and going with all the bad information that the media is putting out. I just hope that they are willing to keep their word with what they promised when they are sending me promotional offers and did not follow through with the offer that they sent me because of lack of information on their behalf.