ComplaintsforPuffco

• Initial Complaint

  10/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought a 470$ puffco peak limited edition desert edition. Not 10 months later it breaks. So I contact their warranty ***** They sent me postage, I sent them my broken new puffco, they tested it, then said they would send me a warranty base back. But what that really meant was it was a refurbished base that was previously broke and they sent me that. And it was broke. Now they won't return my emails, I just want a refund and go purchase a new one in the store. I've waited 3 weeks for this thing and it still doesn't work. Please just send me a refund and I'll send you the whole kit I bought back.

  Business response

  10/22/2024

  Hey ****,
  
  Thank you for reaching out regarding your Peak Pro. We sincerely apologize for any frustration or inconvenience this situation may have caused, and we want you to know that your concerns are being taken seriously. We are committed to ensuring that you have a fully functioning unit that meets your expectations.
  
  We understand how disheartening it can be when an issue persists after receiving a replacement. Please know that all our replacement parts are brand new and factory-sealed, as we do not offer repair or refurbishment services.
  
  We also want to acknowledge the personal challenges youve shared. We truly appreciate your patience during this process and understand that it might be especially difficult given your circumstances. Our support manager will be reaching out to assist you directly and work towards resolving this as smoothly as possible.
  
  However, please be aware that per our policy, we are unable to offer refunds for purchases made through third-party retailers. We thank you for your understanding in this matter and are committed to making sure your experience with us improves moving forward.
  
  If you have any additional concerns or need further assistance, we are here to help through your open support ticket. Your satisfaction and well-being are very important to us, and we will do everything we can to provide the support you deserve.
  
  Thank you again for choosing Puffco. We value your business and are grateful for the opportunity to assist you.
  
  Best regards,

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently purchased the Peak product and, unfortunately, was only able to use it five times before it malfunctioned and completely stopped working. I have followed the entire warranty process, during which most of the product was replaced, but it still does not function properly. It has now been a month and a half without access to the product, for which I paid $220. This situation is unacceptable, particularly as no refund has been offered for what is clearly a defective product. After extensively searching for solutions online, I found that most users experiencing similar issues are directed to contact support. While support was helpful, I have received defective replacements in succession. In my most recent communication, I requested a refund, as the amount of time and effort I have invested in resolving this issue far exceeds what should be required for a faulty device, with no satisfactory outcome.

  Business response

  10/18/2024

  Hey Kobe,
  
  Thank you for reaching out regarding your Peak. Please accept our sincere apologies for any inconvenience this situation may have caused. Your inquiry is important to us, and we want to assure you that our team is committed to understanding your concerns and finding a resolution to ensure you have a fully functioning unit as intended.
  
  We completely understand your frustration with being unable to refund your purchase. However, please be advised that, as per our policy, refunds for purchases made through third-party retailers are not within our purview. We appreciate your understanding in this matter.
  
  Rest assured, the representative assisting with your ticket will be following up with you to further assist and resolve this issue.
  
  We appreciate your patience and understanding throughout this process and once again apologize for any inconvenience caused. If you have any additional questions or need further assistance, please feel free to reach out through your open support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

• Initial Complaint

  10/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought the puffco proxy and it never turned on and when I went to the store I bought it from I was told it was puffco policy that they handle returns and exchanges so I go to the expedited link for a return and no answer it's been over a week and don't **** know if I'll get a refund on something that didn't work out the box and might be left with a product that I don't want now this is a bad experience especially with all the waiting and have to pay for shipping due to their policy if I can get a return and not just a exchange. I thought I could do a simple return but that is not the case with this company as well no support line to call .

  Business response

  10/17/2024

  Hey ********,
  
  Thank you for reaching out regarding your Proxy. Please accept our sincere apologies for any inconvenience this situation may have caused. Know that your concern is important to us, and we want to assure you that our support team is committed to resolving this matter promptly.
  
  After reviewing your support ticket #******, which was submitted on Monday, October 14th, I can confirm that our team responded the following day, Tuesday, October 15th, with the next steps to facilitate your warranty claim. Your device is covered under a 1-year warranty for any manufacturer-related issues, and rest assured, well do everything we can to ensure that your Proxy is functioning as intended.
  
  Please be advised that, as per our policy, refunds for purchases made through third-party retailers are not within our purview. We appreciate your understanding in this matter.
  
  We truly appreciate your patience and understanding throughout this process. If you have any additional questions or require further assistance, please feel free to reach out in your open support ticket.
  
  Thank you for choosing Puffco.

• Initial Complaint

  10/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order in error, reached out before it shipped. They refuse to give a refund, or cancel an order even if it hasn't left their warehouse. I was told by customer support to either decline the delivery upon signature or pay for my own shipping back. Two weeks later, it still hasn't arrived, with no estimated date to sign for it. I've contacted support and while they have been nice, they have not been helpful.

  Business response

  10/14/2024

  Hey *****,
  
  We hope this message finds you well, and we appreciate you reaching out regarding your recent ************************ order.
  
  We completely understand your frustration with being unable to cancel your order. As mentioned during checkout, due to our automated system, we are unable to modify or cancel orders once theyve been placed.
  
  Upon reviewing the tracking information, your package was marked as delivered on Saturday, October 12th.
  
  We truly appreciate your patience and understanding. If you have any further questions or concerns, please dont hesitate to reach out through your open support ticket.
  
  Best regards,

• Initial Complaint

  09/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a New peak device from ******************** Sept 17 2024 in the amount of $239.80. Due to my initial purchase from Sept 13 in the amount of ~ $240 being stolen from my front steps (police report number 2024-90002003 ****** police department) with no solution from Puffco, the delivery service (deliver-it), installment payment service (sizzle), renters insurance, and apartment complex I had the second device shipped to a *** store. However the address was wrong and all attempts by me to resolve the address issue was again met with no resolution. The package was to be delivered Sept 20 but was not. I now have no idea where the package is and have not received any form of contact from the retailer nor the delivery service. Also all forms of contact with the retailer and delivery service are abysmal at best.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Puffco Peak pro about a month ago. When it arrived it was having issues right out the box, when contacting them to fix this, they let me send it back twice saying nothing is wrong. They are making me sound like i am not using their product correctly. They are refusing to actually help me and refusing to refund me my money when a product does not work.

  Business response

  09/26/2024

  Hey *******,
  
  We hope this message finds you well. Thank you for reaching out regarding your recent warranty claim.
  
  After reviewing your support ticket, we would like to clarify the situation. Your Peak Pro base was inspected and found to be functioning as intended. However, as a gesture of goodwill, our representative honored your warranty request and placed your replacement order. You will receive tracking information once it has been shipped.
  
  We appreciate your understanding and patience in this matter. If you have any additional questions or need further assistance, please dont hesitate to reach out through your support ticket.
  
  Thank you for choosing Puffco. We value your business and remain committed to providing you with the best possible customer service.
  
  Best regards,

  Customer response

  09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a New Puffco Peak on September 2 through Element Vapes. It stopped working within a week. It blinks white four times, I did research online and discovered that meant the atomizer wasn't connecting properly. Bewildered, since it is a new product, I decided to order a replacement atomizer from *********. It arrived in a timely fashion, but also didn't work.Several days after filing several claims, Puffco finally responded and said it might be an atomizer issue. I noted that it is two atomizers that are not working, and that seems unlikely that they are both faulty, and have not heard back. I've filed countless claims, just in the hopes of getting their attention, but it seems like they don't have any interest in resolving the issue as I've heard back from them once, and nothing of value in terms of resolving the issue was provided during the response. As of now, I still have a device I paid for that does not operate, and at this rate there will be a new edition of the Puffco Peak released before their customer service gets around to doing something about it.

  Business response

  09/20/2024

  Hey ******,
  
  We hope this message finds you well, and thank you for reaching out to us regarding your Peak.
  
  After reviewing your open support ticket #******, I'm pleased to let you know that your warranty is already in progress. A pre-paid shipping label was provided to facilitate your warranty claim.
  
  We understand that waiting for updates can be frustrating, and we truly appreciate your patience and understanding. Please rest assured that sending multiple messages can sometimes create additional processing time on our end, but we are fully committed to getting this resolved as quickly as possible.
  
  If you have any additional questions or require further assistance, feel free to communicate with us through the support ticket.
  
  Thank you for choosing Puffco. We value your business and are committed to providing you with the best possible customer service.
  
  Best regards,

  Customer response

  09/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent my device in for warranty over a week ago. I was quoted 2 to 3 days from the date received that I would receive an email With either my device was going to be replaced under warranty or was going to be sent back to me repaired . Ive sent two emails in last weeks and have not gotten any reply back. I reach out via chat as soon as I reach out my chat gets ended by Someone by the name of ****. My unit was received by them on September 12 today is now the 18th and I have yet to hear anything back from anyone within the company. My emails are ignored. My chats are ended. Sure seems like broken promises that turned out to a company scamming me for my device.

  Business response

  09/26/2024

  Hey *****,
  
  We hope this message finds you well, and thank you for contacting us regarding your recent warranty claim.
  
  After further review of your support ticket #******, your claim was escalated to our VP of ***************** Unfortunately, we were unable to validate the receipt provided, and as a result, we are unable to honor the warranty claim.
  
  Your device will be returned to you, and you will receive tracking information once it has been shipped.
  
  We appreciate your understanding and patience. If you have any further questions, please feel free to reach out through your open support ticket.
  
  Best regards,

  Customer response

  09/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  09/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Sept 11, 2024 I mistakenly placed an order for the New Puffco Peak using the wrong credit card. Immediately, I attempted to cancel the order and the seller has been nothing short of completely useless. Instead of allowing me to cancel the order and use a new card, they've insisted they will not issue a refund even though the order hasn't been shipped yet! Truly an awful business with zero respect for the customer.

  Business response

  09/12/2024

  Hey *****,

  We hope this message finds you well, and thank you for reaching out to us regarding your recent Puffco.com order.

  We completely understand your frustration with being unable to cancel your order. As noted during checkout, due to our automated system, we're unable to modify or cancel orders once theyve been placed. However, were pleased to inform you that our shipping manager is actively reaching out to the carrier in an attempt to have the package returned to us before delivery. Should this be successful, we will process your refund promptly.

  Additionally, if the package does reach you, you can request the carrier to return it to us at no additional cost, and we will still ensure that your refund is issued upon its return.

  If you have any other questions or concerns, please dont hesitate to reach out through your open support ticket. We truly appreciate your patience and understanding, and we're here to ensure this process is resolved as smoothly as possible.

  Best regards,

  Customer response

  09/12/2024

   
  Complaint: 22276115
  
  I am rejecting this response because: I've been provided a tracking number from the seller, which indicates a package has been sent despite my immediate request for a refund. 
  
  Sincerely,
  
  ******************

  Business response

  09/18/2024

  Hey *****,
  
  Thank you for your response, and we appreciate you sharing your concerns again.
  
  To reiterate and clarify, while we understand your frustration with not being able to cancel your order, our automated system does not allow us to modify or cancel orders once theyve been placed, as was noted during checkout. Please understand that it is clearly stated in the advisory before you submit your order that once placed, we cannot accommodate cancellation requests. Were sorry you used the wrong credit card for the purchase, but we are unable to alter that after the order has been processed.
  
  As previously mentioned, our shipping manager has been working to have the package returned to us before delivery. If successful, we will process your refund immediately. If the package reaches you, you still have the option to request that the carrier return it to us at no additional cost, and we will ensure your refund is promptly issued once we receive it.
  
  Unfortunately, our support manager has had to close your ticket due to the inappropriate language used in your previous messages. We kindly ask for respectful communication moving forward. As outlined, our team has provided the necessary steps for you to proceed with your return, and your refund will be promptly processed once the return is received.
  
  Were here to help and appreciate your understanding.
  
  Best regards,

  Customer response

  09/20/2024

   
  Complaint: 22276115
  
  I am rejecting this because Puffco is a scam and refuses to accept fault for anything. 
  
  Sincerely,
  
  J

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a warranteed device from puffco in late July 2024 (********). Just the other day I sent them an email because a piece of one of the parts kept falling off without any understanding of the reason. I had no idea that that piece could even come off. Theres nothing in the instructions/manual or on the website that says anything about this piece being removable from the rest of the part. So a piece of the part kept falling off when it shouldnt. I found it each time, except for the last time it fell off now I cant find the piece that fell off to put it back on and theres a hole at the top of this device that needs to be covered by that piece in order to use the device. I wrote to ******************** and theyre saying that the piece is not covered because it was a lost or stolen part. But I did not lose the part and I have it right here to send back to them. Theres just a piece of the part that fell off. Still, puffco is saying that I need to replace the part for $35. It is a defective part. And they want me to pay to replace it. I cant even believe theyre doing this. Warranty states, Puffco does not warranty glass, atomizers, normal wear and tear, or damages caused by accident or abuse. This part is a piece of the base that comes with the device. This is not normal wear and tear or abuse, but theyre implying that I lost the piece and that is why they wont replace it. Warranty states, Puffco provides two years of coverage for only the electronic *************** This covers defects in materials and workmanship for one year from the date of original retail purchase. There is a defect in the material and workmanship on this part of the electronic base. Please make this right, puffco.

  Business response

  09/09/2024

  Hey ****,
  
  We hope this message finds you well, and thank you for reaching out to us regarding your Peak joystick silicone.
  
  Please understand that replaceable silicone parts are not covered under the manufacturers warranty. As stated, Puffco provides two years of coverage for the electronic base and battery only.
  
  Rest assured, the silicone grip for your joystick does not impact the device's overall performance and is considered cosmetic for aesthetic purposes.
  
  After reviewing your open ticket #******, our support representative has already offered an accommodation for your replacement silicone part.
  
  We do offer replacement parts on our website, ************************. Additionally, our store ******* can help you find a local authorized retailer selling Puffco products if you're looking for replacement parts.
  
  If you have any additional questions or need further assistance, feel free to reach out through the support ticket.
  
  Thank you for choosing Puffco. We value your business and remain committed to providing the best possible customer service.
  
  Best regards,

  Customer response

  09/14/2024

  
  Complaint: 22251155
  
  I am rejecting this response because:
  Puffco stated in their response, Rest assured, the silicone grip for your joystick does not impact the device's overall performance and is considered cosmetic for aesthetic purposes. This is baffling to hear the manufacturer of the device say something so false about their own device. There is a hole that is covered by the grip. The vapor escapes from it. The metal also gets very hot, so using the joystick requires this silicone grip to avoid getting burned. 
  I received email from puffco, and the interaction blew my mind. They said,
  the device does come with a manufacturer's limited warranty covering defects in manufacturing however situations such as the one presented where the cap was removed and misplaced would not be considered a manufacturer's defect and therefore not covered by the warranty.
  They did not even read my emails where I *repeatedly* said that the piece slipped off/fell off multiple times on its own. Either that or they are trying to gaslight me into going with their story. I have no idea, but either way its pretty unacceptable.
  Next they tell me they are going to send me the part as a courtesy. No, its not a courtesy. A piece of a part for a device you sold me has been slipping off numerous times until I was unable to find where it had been lost. Puffco has made every effort to gaslight me into thinking that I did something wrong, and they arent interested in finding out more about a device part malfunction. Now I worry about the companys level of integrity and what effect that may have had on the safety of the device I purchased from them. Why wouldnt they want to collect info about device malfunctions and/or product complaints?
  I am very glad that puffco is sending me the part free of charge. Thats all I expected from the start, since it was a malfunction that occurred while using the device as directed. I never expected so much pushback that Id have to fight for it. 
  
  Sincerely,
  
  **** *********
  
  

  Business response

  09/18/2024

  Hey ****,
  
  Thank you for your response and for sharing your concerns again. We sincerely apologize if the communication did not meet your expectations, as it is always our goal to provide a respectful and helpful experience for every customer.
  
  Upon reviewing your ticket, were pleased to confirm that our support manager provided a resolution for your silicone issue, and your warranty was successfully processed. We're glad we could resolve the matter to your satisfaction.
  
  If you have any further questions or if theres anything else we can assist you with, please dont hesitate to reach out. Our team is always here to help in any way possible.
  
  Best regards,

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩