“I've been been a customer at Element Vape for several years now. They are a great company with awesome customer service. They may not have a telephone number to reach them, but you can contact them through email and they will get back to you!
Recently, I ordered a tank from them and it was manufactured incorrectly after I opened it and was getting it ready for use I noticed something wrong with the tank. I emailed them at 1AM eastern time with my description and photos. By 12 AM the next day I got a response back on instructions to follow to get my refund.
Element Vape customer service was very responsive and helpful. You can trust them 100% and I highly recommend Element Vape!”
“Shipping was fast, but they forgot to put my juice in the package, messaged them; within 1 hour, they had sent me another one. Took almost a week to get here, and it has the same consistency as water, also tastes kind of weird. The problem with the juice could've been USPS, or brand.”
“Been a customer for a few years. I usually pick companies to work with the use technology to ENHANCE customer service, not replace it. Element Vape has nailed it. A small thing like ordering the wrong item was handled expertly. My questions were answered before I even knew what they were and my refund was promptly on its way.
Good business practice and I look forward to the next big sale!
gary”
“Great company, great products at some of the best prices, today I got my order and noticed 1 of my 3 bottles of juice I ordered was wrong, easy mistake to make, it was the right brand I ordered just slightly wrong flavor, so I send them a email with a couple pics to explain what happened and in less then 1 hour I received a apology email with a new tracking code for the bottle I was wanting, they was very nice and professional, I offered to send the wrong bottle back and they told me to keep it, I’ve purchase form element Vape for a couple years now and will definitely continue due to their great customer service and very competitive prices!”
“I’ve been purchasing from EV for awhile now. They have the best selection/prices and shipping has always been great. I recently had an issue where the wrong item was shipped. After verifying with EV that they did indeed ship the wrong item, they quickly sent out the replacement. I’ll continue to spend my money here and it’s nice to know it’s being spent with a company that values customer service.”
“Was sold a faulty device that lasted a week after the 30 day return policy. They said that they were unable to help in any way. Would be nice for the retailer to verify that they are selling products that don't fall apart right outside of their return window. Looks like they got their money so they are happy.”
“I've been a client of Element Vape for over a year+(I think) and every monthly delivery arrives swiftly. All products ordered are present and in perfectly sealed condition. I truly appreciate the efforts of Element Vape to respond whenever I have a question or concern regarding an order I'm trying to place or any issues I'm having with the website. They always reply within 12 hours or less. I've relied on this company ever since I became unable to visit my local vape shop. Thank you so much for filling every order promptly and completely. I highly recommend Element Vape to all customers still able to order vape supplies. I also suggest that you order larger quantities that you would normally pay for. Thank you Element Vape!”
“I have ordered from these guys many times. A package arrived cut and missing product (fairly certain USPS is at fault.) Their forms are a bit confusing and I had to resubmit it several times for incorrect info, etc. follow it step by step. After the claims process was done, they honored my missing stuff and it currently on its way. Still recommend using these guys”
“Element Vapes has always been a great source for anything I need. As the vape shop I work for doesn't carry many Smoktech devices, I find myself coming to their website very frequently to browse which devices they carry, which are plentiful. I have placed multiple orders with them, and my most recent one (placed last night), I had to cancel due to some issues with my bank of issues not related to Element Vapes. The sales rep whom I had reached out to about my order had processed the refund and while they had said the funds would be back in my account in 2-10 business days, upon checking not even five minutes after receiving a follow up email about the refund, they were in my account! So once my issues with my bank are resolved, I will definitely be back for that Smok device I've been dying to grab!”
“I never had a problem before but recently they changed their ordering process. Took a week to get an order shipped due to their horrible handling of their verification process.”
“I give Element Vape one star due to the incredibly frustrating, lack of reliability on element vape and the slap in the face by the customer service.
I purchased a rta and received it with a cracked 3.5ml glass. I submitted pictures and let them know I need a replacement of the 3.5ml. I was informed they did not have a replacement for the 3.5 and offered me two options: return the entire item returned for replacement or $5 of store credit.
I let them know that I would not send back my entire rta that worked perfectly fine, wait for it to ship to them and then wait for a new one to ship back to me. I very much like this rta and wasn't willing to do that. As for the $5 offer- that did me absolutely no good as they didn't have the part I needed anyway. I did find the 3.5 glass at a different online store but after shipping it would cost me over $12.
I asked to be compensated for my additional cost to replace the part I purchased from them, recieved broken and had to replace on my own. My request was another product comparable to the cost of my $12 spent for a replacement. They refused stating it would cause inventory inaccuracies.
I then agreed to the $5 credit but asked to have free shipping on the order that I place using the $5. The response email was a complete slap in the face. First, they didn't even get my name correct. I am paul - this email was addressed to Kirsten. Second they again said no to righting a wrong and third they asked me if I wanted to go ahead with the $5 credit or return the item. I had just told them I would take the $5 credit.
This was one of the worst customer service experiences I have ever had. I bought a product that I had to replace a broken part for and in return I wasn't helped in any way. I hope kristen had better luck.”
“I ordered a item that was defective and EV made the process of Regis for Getting a new one out to me! Very good customer service! I enjoy the products and service from EV and will continue using them!”
