“I give Element Vape one star due to the incredibly frustrating, lack of reliability on element vape and the slap in the face by the customer service.
I purchased a rta and received it with a cracked 3.5ml glass. I submitted pictures and let them know I need a replacement of the 3.5ml. I was informed they did not have a replacement for the 3.5 and offered me two options: return the entire item returned for replacement or $5 of store credit.
I let them know that I would not send back my entire rta that worked perfectly fine, wait for it to ship to them and then wait for a new one to ship back to me. I very much like this rta and wasn't willing to do that. As for the $5 offer- that did me absolutely no good as they didn't have the part I needed anyway. I did find the 3.5 glass at a different online store but after shipping it would cost me over $12.
I asked to be compensated for my additional cost to replace the part I purchased from them, recieved broken and had to replace on my own. My request was another product comparable to the cost of my $12 spent for a replacement. They refused stating it would cause inventory inaccuracies.
I then agreed to the $5 credit but asked to have free shipping on the order that I place using the $5. The response email was a complete slap in the face. First, they didn't even get my name correct. I am paul - this email was addressed to Kirsten. Second they again said no to righting a wrong and third they asked me if I wanted to go ahead with the $5 credit or return the item. I had just told them I would take the $5 credit.
This was one of the worst customer service experiences I have ever had. I bought a product that I had to replace a broken part for and in return I wasn't helped in any way. I hope kristen had better luck.”
“I ordered a item that was defective and EV made the process of Regis for Getting a new one out to me! Very good customer service! I enjoy the products and service from EV and will continue using them!”
“Let me start by saying shipping was extremely fast and when I encountered an issue with my local delivery I contacted the company back. They responded immediately.
I appreciate a company that cares about customer service and they do.
My first pack of coils are great quality.”
“Element Vape has always taken care of me when I had issues with products in the past. It's only happened 2, maybe 3 times in 2 years, so not often.
This last time I was sent a defective draw fired vape. One of the spring loaded battery terminals lost its springiness. I contacted Element Vape and they asked me to submit an RMA request. I went to order a new one and was disappointed when I saw I would have to pay for shipping again. The vape was $18 and the shipping was coming out to $14. So I was going to pay nearly double the price of the vape because I received a defective product.
I expressed my displeasure with Element Vape and we came to a mutually acceptable resolution. They credited my account for part of the shipping cost and I was happy to pay the rest. I am extremely pleased with the outcome and the way I was treated by their customer service team.
Don't hesitate to purchase from Element Vape. And if you have an issue, reach out to them and explain why you're not happy. They will do everything they can to make it right. That was my experience.”
“Element vape sent me a vape that stopped working four days after I received it. I'm out 50 dollars now and have no vape. I will never buy from them again. I wouldn't suggest anyone to either.”
“Well I have been a loyal customer for years. Basically purchasing $100 at a time, and used my rewards points I have accumulated, but turns out they charged me more than if I had not used points at all. I emailed customer service and they won't do anything to make it right. Won't be using them again. Very disappointed.”
“I received my order with the E juice box ripped and missing pieces of the box, the seal was broken on the E juice, and it was leaking. I know by the looks of the box (because there was a chunk of cardboard missing looked ripped off) it was not USPS it was a packer issue. Also the invoice was wrapped tightly around the E juice box to try to cover up the rip even though I ordered another product why would you only cover the E juice box? When I contacted returns they only offered me five dollars credit because they blamed transit.I proceeded to tell them it was not transit because the transit envelope was completely non-damaged not even dirty and a piece of cardboard was actually missing from the ejuice box. They then said pretty much that I was wrong and that I can return the sticky bottle or take my five dollars. I’m never going to shop there again and I was actually really excited for this product and now I’m bummed out.”
“Their shipping service One Live/ X Delivery is trash! There is no way to contact the delivery company if you miss your package. Element vape also claims they cannot contact their own shipping company! Many of their customers complain about it but yet they still use it to save money on their end. It's been 10 days and my package hasn't been delivered and I live 15 miles from their shipping point. No phone number for Element Vape either! Their email response is an automated message just saying to fill out a form if you don't receive your package within 30 Days! Worst company ever!”
“This is by far hands down the worst online retail experience that I've ever had. You are better off buying from literally anywhere else. Total Scam of a company with awful customer service”
“Ordered 2 shipments over $300 total. Order early April. Still not here. No accurate shipping status. In fact one says delivered, the other pending. Oh, and both are sitting in my home town since 4/26. But you can't tell the shipper.
This is ridiculous!!!”
“Zero customer support. Will take your money and not deliver. Will not offer a resolution in anyway. Does not disclose changes to policies.
Don't do it, unless you have payment protection. Actually, don't do it. Give someone else your money, at least you'll get what you ordered.
Never got my stuff, so the questions below are irrelevant.”
“Unfortunately I have to give one star to even submit this review. They have decided to use a shipper than has no ability to track and may or may not actually deliver things. There are so many complaints and worse, they don't take any responsibility. They won't refund or help even though they are very aware that customers are no longer receiving products. This is fraud.”
“Ordered April 9th. Usps being stupid and can’t find it. This isn’t element vapes fault but I reached out to them for help or guidance in what to do and they sent me a canned email that didn’t help me at all. I’m sure they have a lot going on but at the same time it would have been nice to actually get some help. Now I’m out $136 and neither Element Vape or USPS are willing to respond.
Now it’s May 3rd. They refuse to give me a refund even though USPS located the package and is sending it back. They told me to wait 14 business days and I did. They still won’t refund me until USPS gets it back to them. I never got the order... why do I have to wait for usps to get it all the way back to them before I can get the money back that I spent on their products?? Emailed multiple times and customer service just gives me generic canned responses telling me to wait. They won’t even talk to you like a human. They don’t even sign off on their emails with a name or offer any sort of communication. Never ordering from them again and I hope this review helps others to decide to stop giving them money as well.”
“Terrible shipping. They use some unknown shipping company, probably owned by them. almost 10 days now and hasn't left California. This is 2021, yes? My amazon still arrives on time, as does everything from every other company, but they don't use some unknown shipping company.”
