On 12/24/13 I signed up for a "Free trial" offer of an electronic cigarette from the Vapor XS company. The original cost was 4.95 to cover shipping and handling.
From their email confirmation:
*Evaluation Offer : We are confident that you will want to stay on the program, save thousands of dollars, reduce your health risk and rid yourself of the burden of smoking. This exclusive offer that you've ordered today allows you an opportunity to experience the miraculous effects before buying the product. If you ever wish to cancel the auto-ship program, or if you wish to speak to our support team for any reason including changing the flavor of the nicotine, helpful hints, or to take advantage of other VaperXS e-cigarette products, don't hesitate to contact our team of customer support specialists.
Please visit Vaper XS | The #1 Tasting e-cigarette for more information on VaperXS .
Your VaperXS order will be shipped within 1 business day and you will receive an email confirming shipment in the next few days. Please allow 7-10 days to receive the product to your delivery address:
My Address was correct as stated in this complaint form.
On 1/8/14 my checking account was debited $99.95 from this company and resulted in an overdraft in my account.
As of this date the trial product had not been received. I attempted to contact the company and was given a run around my the call center operator.
On 1/9/14 the product was received. I called the company again and was told that the 99.95 was a charge for another "auto-shipment" that could not be cancelled as it had already shipped. They also indicated that they could not issue a RMA# because the product had not yet been delivered.
At this point I calll my banking institution and reported a fraudulent claim. The banking representative assisted me in contacting the company and getting an RMA issued.
I paid the cost to ship this item back to the company ($7.08) and the original trial product was returned to the company. I was told by my banking institution that I would need to allow 15 business days for them to issue a credit.
On 1/20/14 I received an email stating that the refund of 82.45 had been issued and to allow 3-5 business days for it to be credited into my account.
On 1/23/14 I called Vaper XS to determine why the full amount ($99.95) had not been refunded. Again, I received a run around and the operator stated that no one was available in "that department" to assist me.
I called my banking institution again to request assistance. At this point I was told the difference of $17.50 was a restocking fee. This restocking fee was never mentioned in the advertisement, nor while I was on the phone attempting to resolve this matter. However, upon reflection I now see that it is included in the "Terms and Conditions".
I believe this company is engaging in unfair business practices by encouraging consumers to "Try before they buy", yet not getting the product to them in a timely manner to actually try the product and cancel before the 12 day period has expired. This is equal to a "bait and switch method. Then once, a customer cancels they have still profited nearly $23.00 per transaction.
This company needs to be investigated for these practices and not allowed to promote the product as a "Free trial" unless they are willing to change the trial period to reflect a 30 day period, or a period that does not commence prior to the consumer actually receiving the product.
On 2/20/14, I had not received my refund from this company. It had now been 15 days, (which is the acceptable waiting period according to Visa). I called the company back and they were very rude. The support person stated that I had been refunded and that I would have to speak to my financial institution. So, I called the Fraud department again. After explaining the situation again, they agreed to issue me a temporary credit for the refund and now, they will pursue the company for the issued refund.
I just want to get this information out to as many people as I possibly can so that this does not happen to anyone else. I would love for them to not become profitable in the e-cigarette market.
From their email confirmation:
*Evaluation Offer : We are confident that you will want to stay on the program, save thousands of dollars, reduce your health risk and rid yourself of the burden of smoking. This exclusive offer that you've ordered today allows you an opportunity to experience the miraculous effects before buying the product. If you ever wish to cancel the auto-ship program, or if you wish to speak to our support team for any reason including changing the flavor of the nicotine, helpful hints, or to take advantage of other VaperXS e-cigarette products, don't hesitate to contact our team of customer support specialists.
Please visit Vaper XS | The #1 Tasting e-cigarette for more information on VaperXS .
Your VaperXS order will be shipped within 1 business day and you will receive an email confirming shipment in the next few days. Please allow 7-10 days to receive the product to your delivery address:
My Address was correct as stated in this complaint form.
On 1/8/14 my checking account was debited $99.95 from this company and resulted in an overdraft in my account.
As of this date the trial product had not been received. I attempted to contact the company and was given a run around my the call center operator.
On 1/9/14 the product was received. I called the company again and was told that the 99.95 was a charge for another "auto-shipment" that could not be cancelled as it had already shipped. They also indicated that they could not issue a RMA# because the product had not yet been delivered.
At this point I calll my banking institution and reported a fraudulent claim. The banking representative assisted me in contacting the company and getting an RMA issued.
I paid the cost to ship this item back to the company ($7.08) and the original trial product was returned to the company. I was told by my banking institution that I would need to allow 15 business days for them to issue a credit.
On 1/20/14 I received an email stating that the refund of 82.45 had been issued and to allow 3-5 business days for it to be credited into my account.
On 1/23/14 I called Vaper XS to determine why the full amount ($99.95) had not been refunded. Again, I received a run around and the operator stated that no one was available in "that department" to assist me.
I called my banking institution again to request assistance. At this point I was told the difference of $17.50 was a restocking fee. This restocking fee was never mentioned in the advertisement, nor while I was on the phone attempting to resolve this matter. However, upon reflection I now see that it is included in the "Terms and Conditions".
I believe this company is engaging in unfair business practices by encouraging consumers to "Try before they buy", yet not getting the product to them in a timely manner to actually try the product and cancel before the 12 day period has expired. This is equal to a "bait and switch method. Then once, a customer cancels they have still profited nearly $23.00 per transaction.
This company needs to be investigated for these practices and not allowed to promote the product as a "Free trial" unless they are willing to change the trial period to reflect a 30 day period, or a period that does not commence prior to the consumer actually receiving the product.
On 2/20/14, I had not received my refund from this company. It had now been 15 days, (which is the acceptable waiting period according to Visa). I called the company back and they were very rude. The support person stated that I had been refunded and that I would have to speak to my financial institution. So, I called the Fraud department again. After explaining the situation again, they agreed to issue me a temporary credit for the refund and now, they will pursue the company for the issued refund.
I just want to get this information out to as many people as I possibly can so that this does not happen to anyone else. I would love for them to not become profitable in the e-cigarette market.
