Company name
Vapor Zone
Date of your initial complaint to the supplier.19 May 2014
How did you contact the supplierEmail
Ticket number (if you were issued one)-
General nature of complaintCustomer service
Briefly describe your problem or issueMy fiance wanted to get into vaping, and she insisted on getting a Vapor Zone Pro starter kit despite my recommendations...so I bought her one. She received the product and began using it, but after two days of using a 50/50 coffee flavor I gave her the plastic tank on the Pro began to deteriorate and crack. She then decided to get the Vapor Zone Platinum tank because it was glass (again, I tried to talk her into something else to no avail), so I bought it for her.
We received the tank and I set it up for her, but every time I'd take a puff it would leak / flood. I swapped out the atomizer with several others that were included with the product, tried my own atomizers, and took the entire tank apart and put it back together a couple times ...but it would still leak and flood every time I took a draw. I contacted Vapor Zone on 5/19/2014 at 11:23 AM to discuss the issue. After 2 days with no response I decided to call them (they did eventually respond to the e-mail on 5/22). After 25 minutes on hold, I walked through troubleshooting over the phone and they came to the conclusion that the product was defective. They agreed to send me an RMA so I could return / exchange the product.
4 days went by and I still had not received the RMA, so I decided to do some tinkering with the tank. I took the entire thing apart and installed the spare set of o-rings that came with it. Still leaking. I contacted Vapor Zone again on 5/26/2014 at 8:38 PM to let them know that I wanted to return the product for a refund rather than doing an exchange. I received a response from Amanda S. on May 29, 2014 at 12:46 PM stating that she had modified the RMA to be a return rather than an exchange. Her e-mail stated that they had sent me a pre-paid shipping label (which I did not receive) and included instructions to ship the product back. I e-mailed her back immediately upon receiving the e-mail on 5/29/2014 at 2:02 PM to let her know that I did not receive a pre-paid shipping label - it was not attached to her e-mail. I requested that she re-send it.
I got a response to that e-mail on 6/4/2014 at 8:01 PM - 5 days later - that told me to check my spam folder for the return label. I responded and said that I did not have the return label and again asked them to re-send it. 2 days went by and I still did not have it, so I sent another e-mail requesting the return label on 6/6/2014 at 8:06 AM. 4 days later I another e-mail from customer service which said:
"There was an escalation submitted on your behalf requesting the prepaid shipping label but management denied the request. Any kind of LEAKING is not a manufacture defect. Leaking is caused by an atomizer has gone bad, a seal (o-ring) is damaged, or the customer over filled. Going forward, a prepaid label request will not be approved for this. You will need to purchase a new tank. I will be more than happy to give you 10% off of the order if you like."
LOLWUT? I called customer service directly and (after 25 minutes on hold) I spoke with a woman who said management had declined the request to send me a return shipping label for the product even though they had already claimed several times that they had sent me one previously. I explained this to the customer service rep, but she said there was nothing she could do.
At this point, I was ...... off. I told her that Vapor Zone customer service straight up lied to me when they told me they'd already sent a return shipping label, because it was never approved by management. I told her if they wanted to lose a customer over $6 shipping, that was fine by me. I have since shipped back the product on my own dime, and it was delivered on 6/16/2014. I sent customer service an e-mail on 6/17/2014 at 8:13 AM to confirm that they had received the product and that I would be receiving a refund promptly. Here we are, 2 days later, and I have not received a response.
To top it all off I submitted a well-written, comprehensive review of their products on their website and they were never published. I'm assuming because I only gave it 2 stars? Really classy, Vapor Zone. It's no wonder all the products on your website have a 5 star rating - you don't publish the bad reviews! What a joke.
The bottom line is this - Vapor Zone's customer service has been nothing short of horrible throughout this entire process. It takes anywhere from 2-5 days to receive a response via e-mail, and the average hold time for a phone call is 20+ minutes in my experience. They have been deceptive in their responses, and their concern for the customer seems negligible at best. Combined with their over-priced, sub-par products, I find it difficult to understand how they're still in business.
Take some good advice and spend your money elsewhere.
[/review]
We received the tank and I set it up for her, but every time I'd take a puff it would leak / flood. I swapped out the atomizer with several others that were included with the product, tried my own atomizers, and took the entire tank apart and put it back together a couple times ...but it would still leak and flood every time I took a draw. I contacted Vapor Zone on 5/19/2014 at 11:23 AM to discuss the issue. After 2 days with no response I decided to call them (they did eventually respond to the e-mail on 5/22). After 25 minutes on hold, I walked through troubleshooting over the phone and they came to the conclusion that the product was defective. They agreed to send me an RMA so I could return / exchange the product.
4 days went by and I still had not received the RMA, so I decided to do some tinkering with the tank. I took the entire thing apart and installed the spare set of o-rings that came with it. Still leaking. I contacted Vapor Zone again on 5/26/2014 at 8:38 PM to let them know that I wanted to return the product for a refund rather than doing an exchange. I received a response from Amanda S. on May 29, 2014 at 12:46 PM stating that she had modified the RMA to be a return rather than an exchange. Her e-mail stated that they had sent me a pre-paid shipping label (which I did not receive) and included instructions to ship the product back. I e-mailed her back immediately upon receiving the e-mail on 5/29/2014 at 2:02 PM to let her know that I did not receive a pre-paid shipping label - it was not attached to her e-mail. I requested that she re-send it.
I got a response to that e-mail on 6/4/2014 at 8:01 PM - 5 days later - that told me to check my spam folder for the return label. I responded and said that I did not have the return label and again asked them to re-send it. 2 days went by and I still did not have it, so I sent another e-mail requesting the return label on 6/6/2014 at 8:06 AM. 4 days later I another e-mail from customer service which said:
"There was an escalation submitted on your behalf requesting the prepaid shipping label but management denied the request. Any kind of LEAKING is not a manufacture defect. Leaking is caused by an atomizer has gone bad, a seal (o-ring) is damaged, or the customer over filled. Going forward, a prepaid label request will not be approved for this. You will need to purchase a new tank. I will be more than happy to give you 10% off of the order if you like."
LOLWUT? I called customer service directly and (after 25 minutes on hold) I spoke with a woman who said management had declined the request to send me a return shipping label for the product even though they had already claimed several times that they had sent me one previously. I explained this to the customer service rep, but she said there was nothing she could do.
At this point, I was ...... off. I told her that Vapor Zone customer service straight up lied to me when they told me they'd already sent a return shipping label, because it was never approved by management. I told her if they wanted to lose a customer over $6 shipping, that was fine by me. I have since shipped back the product on my own dime, and it was delivered on 6/16/2014. I sent customer service an e-mail on 6/17/2014 at 8:13 AM to confirm that they had received the product and that I would be receiving a refund promptly. Here we are, 2 days later, and I have not received a response.
To top it all off I submitted a well-written, comprehensive review of their products on their website and they were never published. I'm assuming because I only gave it 2 stars? Really classy, Vapor Zone. It's no wonder all the products on your website have a 5 star rating - you don't publish the bad reviews! What a joke.
The bottom line is this - Vapor Zone's customer service has been nothing short of horrible throughout this entire process. It takes anywhere from 2-5 days to receive a response via e-mail, and the average hold time for a phone call is 20+ minutes in my experience. They have been deceptive in their responses, and their concern for the customer seems negligible at best. Combined with their over-priced, sub-par products, I find it difficult to understand how they're still in business.
Take some good advice and spend your money elsewhere.
[/review]
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