e-Cigs Brand

Review: This is my second complaint..Today I received back the merchandise I had sent to this company the first time! I sent it back with the required Return Merchandise Number they gave me and the address they GAVE ME! iT WAS RETURNED TODAY WITH A LABEL READING "MOVED LEFT NO ADDRESS"!!!!! THIS IS GOING TO HAPPEN TO THE SECOND UNAUTHORIZED SHIPMENT THEY SENT ME WHICH IS IN ROUTE!!!!Desired Settlement: a REFUND IS WHAT I want and a warning put out to any other consumers that might even think about dealing with this company!!!!!

Business

Response:

Customer did not follow correct returns procedure- our warehouse that handles returns processing is located at

USA Warehouse Return Address:

E-Cigs Returns Department

Review: The company pulls a bait-and-switch scam where the initial product is cheap, but you are then enrolled in a bi-weekly refill program. The refills are way overpriced. Even after we called to un enroll from refills they decided to ship one out to us and charge my account $99.99.They refuse to refund my money because the product was already shipped out. I would have never even tried this product if I had known the cost of the refills and that they are a scam.Desired Settlement: I would like to return the refill that I had already un-enrolled from and get my $100 back.

Business

Response:

Customer[redacted] placed an order for the starter kit trial offer online on April 12th, 2013, was charged $4.95 and sent an order confirmation email which included the following passage: "If you made a trial starter kit purchase, you have been enrolled in our refill membership program. In 15 days, we'll send you 10 replacement filters and charge your Visa on file. Each 30 days thereafter you will be billed and automatically sent 10 replacement filters (equivalent to 20 packs of traditional cigarettes). If you cancel your membership before the end of the 15-day trial period, you will be charged for the starter kit's full value." The terms and conditions of the trial offer are presented on the webpage: "If I enroll in the refill Membership program I am agreeing to be charged $99.99 in 15 days for the kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each 30 days thereafter for a new 10-cartridge refill pack. My credit card will be billed and my shipment will be sent automatically at those times. Refill shipments will continue until I call to cancel my Membership at 1-866-830-2464, open 24 hours a day, 7 days a week. I understand that my starter kit has a retail value of $99.99. If I cancel my membership but do not return the starter kit, I will be charged for its full value. By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me. Refund Policy: I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouse. All returns must be within 30 days of original purchase. Shipping and handling charges are non-refundable." 15 days later, following the terms above, K.M. was charged $99.99 and shipped 2 boxes of refill cartridges. We received a call from K.M. on April 27th who requested cancellation of the membership and a stop to all future billings and shipments. K.M was provided with a cancellation code and refunded $49.99 ([redacted] Today we've sent [redacted] an RMA email with return instructions so that once we have received the 2 boxes of refill cartridges back in unopened condition, a refund of $50 will automatically be processed back[redacted]

Review: On 2/15/2013 at approx 12 noon I, [redacted], ordered the trail kit from e-cig. Y confirmation number for the order is [redacted].I also agreed to an order for a magazine subscription at the time I accepted the offer. I reviewed the web site http://www.ecigsbrand.com/webstore/e-cigarette-customer-service.aspxafter placing and saw a statement which I am not in favor of and had not been disclosed to me during the phone transaction:15 Day Trial Offer: Unless you call to cancel, in 15 days and every 30 days thereafter, you will be sent 10 refill packs (equivalent to 20 packs of tobacco cigarettes) for only $79.99 plus S&H. To modify your order at anytime call ###-###-####. Limit one per customer.The statement"...in 15 days and every 30 days thereafter," is what made me change mymind and cancel the order.I did receive an email confirmation of cancellation of the order.I asked if the order for the magazines was also cancelled and the representative I spoke with stated I had to contact that company to cancel the order. I called the number I was given:###-###-#### and was lead by a messaging service which stated based on the information it requested, my phone number it had no history of a order being placed.I called e cigarettes and spoke with a representative" [redacted] who transferred me to a supervisor [redacted] and we had a very unhappy conversation and the call was dismissed by the e-cig supervisor.I do not want the information I gave to them:My bank account numberwrongfully used. I want the service from the second party cancelled and a confirmation of cancellation submitted to me asap.Is it possible for your to assist or direct me to someone or an aency who can assist me with this ASAP.I can be reached at:Phone:###-###-####email: [redacted]@yahoo.com or eamil: [redacted]@msn.comI appreciate your assistance, and look forward to coresponding with you very soon.Desired Settlement: I would like confirmation of cancellation of the order e-cigs place for me with the magazine company, andI would also appreciate written confirmation of the cancellation for all billing from e-cig terminated by myself less than an hour after the order was placed.

Business

Response:

According to our records, Ms. [redacted] ordered her trial starter kit on

February 15th, 2013 but called the customer service support hotline

later that day and cancelled her order and all upcoming associated

billing and shipments. The account is now closed. This confirmation of

the account cancellation was sent in a separate email to Ms. [redacted] on

that day. Because the orginal charge of $4.95 was reversed so soon, it

may not have ever appeared in Ms. [redacted] credit card statement, as the

reversal of these funds was technically a void and not a refund. Here

is the messaging script presented in our system "Transaction Void

Successful&authcode=[redacted]&transactionid=[redacted]" The

magazine subscription is an offer run by a third party. In order to

cancel the magazine offer, customers have got to call the Customer Service Number ###-###-####

Review: I responded to a TV ad for a free sample of an electronic cigarette. My daughter is a smoker and I was hoping to help her wean from smoking cigarettes. I provided the info online to E-Cigs and they not only sent me a sample on Sept 17, they also debited my account for $99 after sending me a month's supply on Oct 3rd. I called to complain and they expressed their "sincere" apologies offering to let me keep the supply for half price. I reluctantly accepted but expressed my displeasure and told them to close out my account. I forwarded the package of e-cigs to my daughter. Then, in December 2012, ecigs again debited my account for $99, again without my authorization. I called (how was that possible) and lodged my complaint..again. They credited my account for half the amount and said if I wished, I could return the package for the rest of the credit. I was dumbfounded by what I considered unethical practice! BTW, Never received the additional credit after the product was returned? I even changed my account # - I couldn't bank on their respecting my wishes to stop sending me stuff and debiting my account. Advance to this morning..I just got off the phone from what can be described as a very circular phone call to a Mr _____ at Auburn Hills MI - a self proclaimed supervisor who I asked to speak with after being told by the first gal what was supposed to have occurred regarding my order. Mr. ______ said he had no superior for me to talk with to express my disapproval. He wasn't able to refund all money.. "blah blah past 30 days etc.. will only send me a $20 refund to (my presently closed out) account # he had on file, could not send me a credit in the mail etc. I refused to give him an active account # ..I told him my next contact would be the Revdex.com.Desired Settlement: E-Cigs should send me an apology for not respecting my request to close out the account in the first place and provide me a check for the money they owe me.. They should send a refund check to my address. E-Cigs should agree to close out my account.

Business

Response:

Mr. [redacted] was charged only $4.95 when he placed his order for the trial

starter kit on September 15th, 2012. On that same day we sent an Order

Acknowledgement email to Mr. [redacted] which included the following passage: "If you made a trial starter kit purchase,

you have been enrolled in our refill membership program. In 15 days,

we'll send you 10 replacement filters and charge your Visa on file. Each

30 days thereafter you will be billed and automatically sent 10

replacement filters (equivalent to 20 packs of traditional cigarettes).

If you cancel your membership before the end of the 15-day trial

period, you will be charged for the starter kit's full value."

Below are the Membership Terms and Conditions of the trial starter kit offer- which are clearly posted on the website and visible prior to check-out:

"If I enroll in the refill

Membership program I am agreeing to be charged $99.99 in 15 days for the

kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each

30 days thereafter for a new 10-cartridge refill pack. My credit card

will be billed and my shipment will be sent automatically at those

times. Refill shipments will continue until I call to cancel my

Membership at ###-###-####, open 24 hours a day, 7 days a week. I

understand that my starter kit has a retail value of $99.99. If I cancel

my membership but do not return the starter kit, I will be charged for

its full value.

By clicking to order I represent that I have read

and agree to the Privacy Policy and full Terms and Conditions of this

offer and I understand that I will be liable for payment of product that

was shipped to me, and future shipments of product, if I fail to notify

customer service to stop supplying the product to me.

Refund Policy:

I

understand that if I am not fully satisfied with my products I may

cancel my order at any time by calling customer service and returning

any unused, unopened Product to our warehouse. All returns must be

within 30 days of original purchase. Shipping and handling charges are

non-refundable."

On September 22nd, 2012, USPS confirmed the delivery of the starter kit to the address Mr. [redacted] provided (tracking number [redacted])

On September 30th, 2012, Mr. [redacted] was charged $99.99 following the terms outlined above and on October 4th, 2012, a shipment of two boxes of refill cartridges was delivered to Mr. [redacted] (tracking number 94[redacted]6)

According to our records, Mr. [redacted] first called our customer service support hotline on October 5th and expressed his wish to cancel his membership and stop all future billings and shipments of refill cartridges. The customer service agent who spoke with Mr. [redacted] on that day processed a refund back to Mr. [redacted] for the amount of $60 and explained to Mr. [redacted] that he was free to keep everything we had delivered previously, and that his next billing would only be for $40 (the reduced rate), and would take place on December 1st, to allow more time to get used to using the product.

On December 1st, as per the above agreement reached on the call on October 5th, Mr. [redacted] was charged again, for $40 and shipped two more boxes of refill cartridges. On December 3rd, Mr. [redacted] called again and was refunded $20 and given instructions to return the shipment from December 1st whereupon the remaining $20 would be refunded automatically. Mr. [redacted]'s membership was set to inactive on that day. On January 2nd the shipment was returned in good condition but it wasn't until January 16th, when Mr. [redacted] called for the third time was the final $20 refund processed back- this delay was our error.

Mr. [redacted]'s account is now cancelled and there will be no further charges or shipment of product to Mr. [redacted]. We appreciate Mr. [redacted]'s patience in this matter and have taken the opportunity to retrain our support staff to ensure such misunderstandings do not occur again.

Consumer

Response:

[A default letter is provided here which indicates your rejection of the business's offer.

I have reviewed the offer made by the business in reference to complaint ID 9379892, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

The Business Response from e-cigs in bold lettering below, as stated to the Revdex.com, contains a statement that is patently untrue.. it is the part that I have left in bold print.. it the part that states their customer service agent explained keeping the product and that I had agreed to any future order on Dec 1st to allow me more time "to get used to the product". Let me absolutely crystal clear about this point. I specifically and angrily stated to two different agents, on two separate dates, to never send me any additional e-cigs refills and that during both conversations I stated that I wished to end my relationship with them. Anything past that point is the difficulty and is the primary reason that prompted me to contact the Revdex.com. I can say this however, my younger daughter, a senior at the local high school, was home during those two conversations with the two different service agents.. and both times my daughter asked me who I was getting into an argument with over the phone.

The first service agent misrepresented or manipulated me by not hearing my wishes to end any debiting of my account. Let me repeat.. I had to close my local bank card account to prevent e-cigs from debiting me because of the Dec debit? I will contact my bank to find out if they at least attempted to credit me any of the cash they owe me.. but, I have my doubts.

The e-cigs claim [According to our records, Mr. [redacted] first called our customer service support hotline on October 5th and expressed his wish to cancel his membership and stop all future billings and shipments of refill cartridges. The customer service agent who spoke with Mr. [redacted] on that day processed a refund back to Mr. [redacted] for the amount of $60 and

explained to Mr. [redacted] that he was free to keep everything we had delivered previously, and that his next billing would only be for $40 (the reduced rate), and would take place on December 1st, to allow more time to get used to using the product.]

THAT bold part just wasn't a true statement. On October 5th I was very clear about my wishes to end my contract with e-cigs. There was never an agreement on that date to continue with any future orders. The understanding on that date was that I would keep the cartridges delivered at half the going rate and there would be no further orders and no further deliveries. How can that possibly be translated to mean "another delivery in December".

E-Cigs must stop twisting reality. BTW and FYI.. I was debited at the higher rate the second time as well. So far, I've lost some of that $ along with the extra shipping and handling. My time is valuable and I've spent way too much of it already. It's more their manipulation that bothers me. Their business model, I'm sure, is done with the help and wording of great lawyers so I'm sure they have a ton of protection against complaints such as mine.. those auto membership tactics can confound an average consumer and leave someone like me quite disappointed discouraged by auto debits and clearly shorted on cash. Their representative agents are either poorly or improperly trained bordering on the unethical and perhaps manipulative at best. But just not fair! I'm still very disappointed with e-cigs.

Sincerely,

Review: ordered a trial of their ecig brand. After ordering the trial and paying for the shipping, they post to their email to me that you are now enrolled in their membership program. Tried to telephone them with no response. Then I tried to email them with the email posted on their website ([email protected]), and the email comes back as aborted. Tried this 3 times. They provide no way to get ahold of them and I do not want my credit card charged for their "membership" price of $79.99. Very shady way of doing business and they should be shut down!Desired Settlement: an email or telephone call from this company would be appropriate.

Business

Response:

This customer placed the order on December 14th and paid only $5.95 for a starter kit. Here are the Membership Terms and Conditions:

If I enroll in the refill

Membership program I am agreeing to be charged $99.99 in 15 days for the

kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each

30 days thereafter for a new 10-cartridge refill pack. My credit card

will be billed and my shipment will be sent automatically at those

times. Refill shipments will continue until I call to cancel my

Membership at ###-###-####, open 24 hours a day, 7 days a week. I

understand that my starter kit has a retail value of $99.99. If I cancel

my membership but do not return the starter kit, I will be charged for

its full value.

By clicking to order I represent that I have read

and agree to the Privacy Policy and full Terms and Conditions of this

offer and I understand that I will be liable for payment of product that

was shipped to me, and future shipments of product, if I fail to notify

customer service to stop supplying the product to me.

Refund Policy:

I

understand that if I am not fully satisfied with my products I may

cancel my order at any time by calling customer service and returning

any unused, unopened Product to our warehouse. All returns must be

within 30 days of original purchase. Shipping and handling charges are

non-refundable.

USA Warehouse Return Address:

E-Cigs Returns Department

1091 Centre Road, Suite #100

Auburn Hills, Michigan 48326

Support Telephone Number: ###-###-####

Support Email Address: [redacted]

The customer's subscription has been set to inactive and we are trying to reach her by telephone now to explain the above and offer her a discount going forward to make up for any inconvenience suffered. Until we reach her, there will be more billings to the VISA card on file ending in [redacted] or further products shipped to that address.

Consumer

Response:

[A default letter is provided here which indicates your rejection of the business's offer.

I have reviewed the offer made by the business in reference to complaint ID 9341859, and have determined that this proposed action would not resolve my complaint. For your reference, details of why I am rejecting this offer appear below:

This company is very shady. When you order the special trial kit offer, they do not tell you until after they have your credit card number that you are enrolled in a monthly membership. This should be disclosed before you order! Also, no one answers the phone at the business and the email they provide comes back as undeliverable. I want nothing more to do with this company!!

Regards,

Business

Response:

We apologize for any inconvenience suffered by this customer who had trouble getting through over the phone- our records indicate that she received an outbound call from us on December 21st and hung up the phone. This customer has now been sent an RMA email with return instructions so that the starter kit that has a retail value of $99.99 can be returned in good faith. Thus far we have not received the starter kit back and the customer has only been charged $5.95

Support Telephone Number: ###-###-####

Support Email Address: [redacted]

USA Warehouse Return Address:

E-Cigs Returns Department

1091 Centre Road, Suite #100

Auburn Hills, Michigan 48326

Review: I ordered your starter kit on 12-18-2012 for $5.95. (It arrived about 10 days later.) At this point in time, I am writing for a RMA number to return this product. I am not satisfied with the product. It has to be the worst tasting thing I ever put to my lips.I would not have even asked for a refund, had you not , without my prior knowledge, billed my credit card for another $99.99 on Dec. 30, 2012. That is not a reputable way to do business!!!! And, I do not wish to have any further dealings with your company. I want the entire $105.94 you have fraudulently billed me, refunded to my credit card account. At such time as this is done and I receive a RMA number, I will return all of your products to you.If this cannot be resolved in a business-like manner, I will have no other choice but to have my attorney take care of this matter.Also, as you can see, I have sent a CC of this email to the Revdex.com. Upon resolution of this matter, I will update my information to the Revdex.com.Thank you in advance,Ms. [redacted]Desired Settlement: I am asking that the full amount be refunded to my credit card account, as per their guarantee. Please see the above attached letter to the company.

Business

Response:

This customer placed her order for the starter kit trial on December

15th, 2012 and was charged only $5.95 (the shipping and handling) to try

our E-Cigs Starter Kit. Here are the Membership Terms and Conditions

she agreed to when she placed the order:

"If I enroll in the refill

Membership program I am agreeing to be charged $99.99 in 15 days for the

kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each

30 days thereafter for a new 10-cartridge refill pack. My credit card

will be billed and my shipment will be sent automatically at those

times. Refill shipments will continue until I call to cancel my

Membership at ###-###-####, open 24 hours a day, 7 days a week. I

understand that my starter kit has a retail value of $99.99. If I cancel

my membership but do not return the starter kit, I will be charged for

its full value.

By clicking to order I represent that I have read

and agree to the Privacy Policy and full Terms and Conditions of this

offer and I understand that I will be liable for payment of product that

was shipped to me, and future shipments of product, if I fail to notify

customer service to stop supplying the product to me.

Refund Policy:

I

understand that if I am not fully satisfied with my products I may

cancel my order at any time by calling customer service and returning

any unused, unopened Product to our warehouse. All returns must be

within 30 days of original purchase. Shipping and handling charges are

non-refundable."

On December 15th we also sent the customer an Order Acknowledgement email which contained the following passage:

"If you made a trial starter kit purchase,

you have been enrolled in our refill membership program. In 15 days,

we'll send you 10 replacement filters and charge your MasterCard on

file. Each 30 days thereafter you will be billed and automatically sent

10 replacement filters (equivalent to 20 packs of traditional

cigarettes). If you cancel your membership before the end of the 15-day

trial period, you will be charged for the starter kit's full value."

On December 30th the customer was charged $99.99 as per the above. The next day she called in to complain about this charge and was immediately refunded the $99.99 and sent an RMA email with return instructions so that she could return the kit. Thus far we have not received any returns from this customer. We ask that she send us back the starter kit in good faith.

Review: On 12/28/12 E-Cigs Brand debited my bank account with [redacted] of [redacted] for the amount $83.98 without my authorization or knowledge. About four months ago I responded to an ad for free E-Cigs in which my debit card was used to pay for the shipping and handling. I received the package and was extremely disappointed. The E-Cigs were far worse than I could have imagined. The taste was a mixture of tobacco with a chemical under taste. My thoughts were that this most likely was engineered to be extremely addictive. My intentions were to use E-Cigs as a way to quit smoking. After the first couple of times I used it I was left feeling sick with high anxiety. I discontinued use and had no further contact or interaction with E-Cigs. On 12/28/12 I received an email from E-Cigs stating that my order had been shipped. I did not place an order and basically dismissed it and dumped it in my trash folder. While paying bills and checking my bank account I noticed that there was a debit in the amount of $83.98 paid to [redacted]. I contacted a CSR at E-Cigs who could not explain how the order was generated and could not comprehend the fact that I did not place an order and that I wanted my money back. When asked details concerning the order the CSR had no idea as to what I was talking about. The logic of this situation was that I placed an order on 12/28/12 and that the order was paid for using my debit card. The only problem with that logic is that the order was sent to my previous address in [redacted]. I move to Irving, TX on 11/28/12 and have since changed my address and phone number. If I would have placed an order I surely would have given them the correct mailing address and phone number. Another consideration is that if the order was placed on 12/28/12 I should have had no problem cancelling the order. Canceling the order and requesting that I be refunded the $83.98 should not have been a big deal at all. When I asked to speak to a supervisor all I got was the run around. The CSR who I spoke with was named Kevin. He would not let me speak to a supervisor and basically hung up on me. I am requesting that you assist me in getting my money back. Below is the transaction as it appeared on my checking account.12/28/2012 CHKCARD Cash from DDA -[redacted]Desired Settlement: I am requesting a refund of my $83.98

Business

Response:

Customer has been refunded the desired settlement of $83.98 already and

the account is now closed so no future charges will be applied to the

credit card on file nor shipments of any products sent to this customer.

On December 28th, 2012 a refund of $40 was processed and this was followed

up by another refund on January 2nd, 2013 of $43.98 - while we have

processed these refunds on our side, it may take from between 5 to 10

business days for the full amount to be reflected back in the customer's

bank records.

We regret any confusion arising due to the customer's change in address

and request that the refunded items be returned in good faith. On January

2nd we sent an RMA email with return instructions.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.

I have reviewed the response made by the business in reference to complaint ID 9355465, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: My complaint is that this company does not give a customer an option to cancel their membership. After finally getting through on their toll free number back in the summer I asked this company to cancel my membership with them so I would no longer receive their products. They do not take no for an answer. I was told that they would stop sending me their e-cig cartridges at $40.00 per month and that they would just keep my membership in active status. Not knowing what I was agreeing to, I asked the gentleman if I would no longer receive the e-cig cartridges and no longer be automatically billed on my credit card each month and if I decided I wanted the e-cigs I could start ordering them again. This is what I thought we had agreed to. But, out of the blue after several months, in December I received two more boxes of the e-cig cartridges and my credit card was charged $40.00 again. I cannot get a hold of them at their toll free phone number to try and have my membership cancelled again. I sent an email to their support email address and have yet to receive a response from them.Desired Settlement: My desired settlement description is to have my membership (membership I.D. number [redacted]) completely cancelled and to never receive their products again and for them to never ever bill my credit card again. I would also like to get an RMA number from them so I can send back the two boxes of e-cig cartridges that I just received out of the blue.

Business

Response:

When Mr. [redacted] called us back on June 28th, 2012, our records indicate

that he wanted to cancel his subscription and stop all future billings

and shipments, however our customer service agent persuaded Mr. Collins

to continue on at a lower price and put the subscription on hold until

December 20th. When we got off the phone with Mr. [redacted] at the time we

believed that he was in agreement with this arrangement. When December

20th came and went, Mr. [redacted] discovered that he was charged again and

emailed in his complaint. We've already refunded Mr. [redacted] $20 (half

the value of the most recent shipment) and sent him an RMA email which

contains return instructions. Once we've received the order from

December 20th back in our warehouse in good condition, this will trigger

another automatic refund of $20. We're sorry that this misunderstanding

with Mr. [redacted] has inconvenienced him and have taken this experience

as an opportunity for retraining. His account is now closed and there

will certainly be no future billings unless he calls and changes his

mind and places an order.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.

I have reviewed the response made by the business in reference to complaint ID 9354589, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I HAVE PURCHASED E-CIGARETTES , TO TRY TO STOP SMOKING , I AND [redacted] SPOKE TO E-CIGARETTES ON THE PHONE , AND THEY STATED , IF I RETURN THE WHOLE PRODUCT , THEY WILL CREDIT ME , THE $100.O0 THEY HAVE CHARGED ME , FROM FEDEX I RETURNED WITH MKY SLIP ON FEBRUARY 12, 2012 EVERYTHING , THEY ONLY REFUNDED ME $46.00 THEY OWE ME , $54.00 THE FEDEX NUMBER IS [redacted] / I APPRECIATE , SOME POSITIVE FEEDBACK , AD THE BALANCE OF THE MONEY , THANK YOU [redacted]Desired Settlement: O NLY RECEIVED PARTIAL PAYMENTB OF $46.00 BALANCE $54.00

Business

Response:

We have processed two refunds back to Mr. [redacted] VISA card [redacted] on file. The first occurred on February 11th, 2013 for the amount of $49.99 (transaction ID [redacted]) and the second refund occurred on March 29th, 2013 for the amount of $50.00 (transaction ID [redacted]). Refunds can typically take between 5 and 10 days to be reflected back- if Mr. [redacted] has not received these funds to date, please call back customer service at [redacted] The membership is now cancelled so there will be no further charges applied to Mr. [redacted] card on file nor shipments of product to Mr. [redacted].

Review: My complaint is with the electronic cigaretee company named E-Cig. In a effort to quit smoking I purchased a electronic cigarette from ecigsbrand.com to aid me in my pursuit to aid myself from traditional tobacco. I purchased a starter kit on June 24, 2012. Since the purchase of the starter kit the company continues to withdraw money from me via the ordering information I gave them without consent. There was no agreement over looked that stated they would continue to send me products from the company without confirmation from the consumer. The electronic cigarette company still continues to ship me products without consent after being asked mulitple times not to. I have multiple emails with confirmations on shipments for purchases that I did not make. I have called the customer service representatives numerous times to resolve the issue, but still no conflict has been resolved. On file I have every email confirmation for purchases up to eighty five dollars that I have not shaped. Multiple times the customer service representatives I have called said they will send me email confirmations of cancellation as I request but not one has been recieved. No refund from the company has been recieved although they continue to draw money out of my checking account without permission. I do not wish to press charges however, I just want a refund for all the products they have charged me for without consent.Desired Settlement: I just wish for a refund and profile cancellation from the company on all the purchases they acquired from me without permission

Business

Response:

Here are the Membership Terms and Conditions of the trial offer which are clearly posted on the website:

"If I enroll in the refill

Membership program I am agreeing to be charged $99.99 in 15 days for the

kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each

30 days thereafter for a new 10-cartridge refill pack. My credit card

will be billed and my shipment will be sent automatically at those

times. Refill shipments will continue until I call to cancel my

Membership at ###-###-####, open 24 hours a day, 7 days a week. I

understand that my starter kit has a retail value of $99.99. If I cancel

my membership but do not return the starter kit, I will be charged for

its full value. By clicking to order I represent that I have read

and agree to the Privacy Policy and full Terms and Conditions of this

offer and I understand that I will be liable for payment of product that

was shipped to me, and future shipments of product, if I fail to notify

customer service to stop supplying the product to me. Refund Policy: I

understand that if I am not fully satisfied with my products I may

cancel my order at any time by calling customer service and returning

any unused, unopened Product to our warehouse. All returns must be

within 30 days of original purchase. Shipping and handling charges are

non-refundable."

USA Warehouse Return Address:

E-Cigs Returns Department

1091 Centre Road, Suite #100

Auburn Hills, Michigan 48326

This

customer placed the order for the starter kit on June 24th and was

charged $4.95. We sent an Order Acknowledgement email on that day which

contained the following: "If you made a trial starter kit purchase,

you received a special discount on your E-Cigarette starter kit and

were enrolled in our refill membership program. In 15 days, and each 30

days thereafter we'll send you 10 replacement filters (equivalent to 20

packs of traditional cigarettes) and charge your MasterCard on file."

The starter kit was shipped to the address provided.

15

days later, on July 9th, the customer was charged $99.99 and shipped 2

boxes of refill cartridges. 30 days after that, on August 8th, the

customer was charged $83.98 and shipped another 2 boxes of refill

cartridges. On August 10th, our records indicate that this customer

called the customer service hotline and requested his subscription be

put on hold until December and also that his next shipment take place on

December 5th- 2 boxes for only $40. He was provided with and RMA number

and return instructions in case he decided to return his previous

orders. On December 5th the customer was charged $40 and shipped another

2 boxes of refill cartridges.

On December 6th we received a

second call from the customer requesting we cancel his account and

refund his last charge. A refund of $20 processed on that day and the

RMA information sent again (code: [redacted]). Once we receive Order No [redacted] (from Dec. 5th) back, the customer will automatically be refunded another $20. The return of Order No [redacted]

(from Aug 8th) will trigger another automatic refund of $83.98. Thus

far we have not received any returns from this customer however we're

pleased to refund in full the customer's orders from December 5th and

August 8th of this year provided the returns are in good working order.

Review: I went to http://www.ecigsbrand.com and ordered the starter pack after using it a couple times they auto billed me $99.99 for filters I called the second I saw the charge pending on my account and told them I do not want to be auto billed. I tried to use the e-cig and every time I did I got sick now 5-1/2 months later they started sending me filter and billing me again. I no longer have the base unit and every time I call to tell them they DO NOT listen and just keep talking over you until you get so pissed of you hang up. I CANT STATE HARD ENOUGH WHAT A RIP OFF ECIGSBRANDS.COM IS A SCAM AND WILL RIP YOU OF! They will not let you cancel no matter how hard you try and they tie up your money every month in waiting to return and get refunds instead of canceling the account like you asked in the first placeDesired Settlement: I would Like A Refund and to be taken off the list. Every time I use the product I get sick I no longer have the base unit, I threw it in the garbage after trying it several times and getting sick every time I used it. So I would like them to stop billing me for filters I do not use and will never use again

Business

Response:

According to our records, Mr. [redacted] ordered his starter kit on

August 6th, 2012 and was charged only $4.95 and shipped one starter kit.

15 days later as per the Terms and Conditions he agreed to when he

placed his original order and which are clearly posted on the website,

Mr. [redacted] was charged $99.99 and shipped two boxes of refill

cartridges. The very next day, on August 22nd, we received a call and

the notes indicate that Mr. [redacted] stated that he had enough cartridges

at that time to last until January and would like to return the two

boxes and be refunded and then his subscription be set forward until

January to receive two boxes for the discounted price of $19.95.

On August 22nd, 2012, a refund was processed back to MC

[redacted] for the amount of $50 and we sent Mr. [redacted] an RMA

email with return instructions. On September 12th we received the two

boxes back and refunded the remaining $49.99.

On January 20th, 2013 Mr. [redacted] was charged $19.95 and shipped two

boxes of refills which are still in his possession. On January 30th,

upon receipt of the attached complaint, this amount was refunded back to

Mr. [redacted].

The account has been cancelled so there will be no further charges or shipments of product to Mr. [redacted]. We have also removed Mr. [redacted]'s name from our email database.

Review: I had ordered the e-cigs through an internet offer. Several days ago I received 2 started kits that I did not order. The company took $100.00 out of my bank account without my authorization. The paperwork that I received from them states that this was sent to me upon my order. There was no order, nor would I have ordered this kits with that kind of cost. I am disabled and on a fixed income. That money should have gone for my groceries. It is stated that I can return these items after I call them and get a Merchandise Authorization, and that it must be received within 30 days or purchase. There was no purchase!!! And they will not take the return without a RMA number. WEll try calling them and see if you can get through. The point of this is I have never or would I place an order for this price. I'm sure they feel people will not bother with a return because they make it so difficult and plus they have to authorize the return. And like I said I am disabled and cannot drive yet I am expected to take this to the post office. Which would entail spending more money to do this. I don't think I will ever get my money back. But I would like to see this practice stopped so other people aren't taken with this scam!!!Thank youDesired Settlement: I would like my $100.00 returned. If they want their product back, then they should pay for the shipping due to the fact I did not order this!!!

Business

Response:

E.A. contacted customer service on August 1st, 2013 and was refunded $99.99 (transaction ID [redacted]) The membership is now completely cancelled so there will be no further charges or shipments of products unless otherwise directed by E.A. Refunds can typically take from between 5 to 10 days to be reflected.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: ordered a free trial of product and they charged 99.99 to my account. they said I had 15 days to respond, after I received the product and I was charged before I even had it for a week. I called the company and said to cancel the subscription. At first they tried to talk me into keeping it at less money per month. I said no. They said they would give me back HALF the money, after I send the trial product back. I want a full refund of the $99.99. I am on a tight budget and can't afford another monthly bill.Desired Settlement: I just want a refund of the $99.99 that they charged to my bank account. I don't care about the initial shipping fee. I will send the product back to the company as soon as I can.

Business

Response:

According to our records, Ms. [redacted] was charged $99.99 on March 3rd, 2013 at approximately 2:30 AM EST. This amount was refunded back only a matter of hours later. At approximately 8:30 AM on the same day, we received a call from Ms. [redacted] who requested her account be cancelled and the $99.99 charge refunded immediately. The customer service representative reversed the charge as requested and blocked the associated shipment, cancelled the account completely and confirmed this by sending a Cancellation Confirmation email which included a cancel code for easy reference.

Our system indicates that the $99.99 charge never had time to settle, so when it was reversed, it was not a refund exactly, but a VOID. This is the script presented in the customer's profile: Transaction Void Successful&authcode=[redacted]&transactionid=[redacted]. Ms. [redacted] account with us is now cancelled so there will be no further charges or shipments until she decides to order more product by reactivating the account over the phone. We ask that in good faith Ms. [redacted] return the starter kit as it has a value of over $60 and she has managed to keep it for only the price of shipping, $5.95.

Review: A few hours ago I placed an order for a trial starter kit from E-Cigs brand electronic cigarettes. When I received my confirmation email, it said that I had been enrolled in the their refill membership program and in 15 days, they would send me 10 replacement filters and charge my MasterCard on file. Then, each 30 days thereafter I would be billed and automatically sent 10 replacement filters. If I cancel my membership before the end of the 15-day trial period, I would be charged for the starter kit's full value.After reading my email, I immediately called the phone number listed and asked them to cancel the order. It had only been a few hours, but they said that I couldn't cancel the order now because it had already been shipped. I offered to pay the $9.99 for the shipping and handling, but I asked them to please cancel my order and any further shipments and was still told that I couldn't now and that I had to wait until the product arrived. This is not right and I should be able to cancel my order and any further shipments. Plus, they shouldn't be able to tell you something is free and then automatically make you a member so they can ship you products you don't want.Their advertisement said that it was "FREE" and that you only had to pay $9.99 for shipping and handling. I DON'T SMOKE!!! I ordered this for a family member who lives 300 miles away and thought that I would give it to them the next time I saw them, not even knowing when that may be.I want this membership canceled!!!Desired Settlement: I want this membership canceled!!! And if possible, my $9.99 refunded.

Business

Response:

[redacted] placed an order for the starter kit trial offer on June 26th, 2013, was charged only $9.99 and shipped one starter kit. On the website the membership terms and conditions are clearly posted: "If I enroll in the refill

Membership program I am agreeing to be charged $99.99 in 15 days for the

kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each

30 days thereafter for a new 10-cartridge refill pack. My credit card

will be billed and my shipment will be sent automatically at those

times. Refill shipments will continue until I call to cancel my

Membership at ###-###-####, open 24 hours a day, 7 days a week. I

understand that my starter kit has a retail value of $99.99. If I cancel

my membership but do not return the starter kit, I will be charged for

its full value. By clicking to order I represent that I have read

and agree to the Privacy Policy and full Terms and Conditions of this

offer and I understand that I will be liable for payment of product that

was shipped to me, and future shipments of product, if I fail to notify

customer service to stop supplying the product to me. Refund Policy: I

understand that if I am not fully satisfied with my products I may

cancel my order at any time by calling customer service and returning

any unused, unopened Product to our warehouse. All returns must be

within 30 days of original purchase. Shipping and handling charges are

non-refundable." Today we've cancelled [redacted].'s membership as requested so there will be no further billings or shipment of product to [redacted]. unless otherwise directed by [redacted]. We've sent [redacted]. a cancellation confirmation email containing a cancel code for easy reference ([redacted]) and an RMA email containing RMA code [redacted] and return instructions so that [redacted]. may return the starter kit in good faith. Upon return of the starter kit in good condition (unopened and fit for resale), the $9.99 charge will be refunded automatically.

Review: Trying to quit smoking, I foolishly sent away for a "free" starter kit from E-Cigs Brand. I received the starter kit used it and after looking on their website to see how much the refills cost decided that the refills were to expensive and I would not order any. About a week later they took out $99.99 for refills which I did not order. Seems that if you sign up for the starter kit, paying only shipping, it automatically signs you up for a refill every 30 days. I called them to cancel any membership. They claimed they could not find my "account" under any information that they asked me e.g. email, phone number, name, order number etc. I said you have no problem taking money out of my checking account. Still couldn't find me. They said they were sorry, but could not cancel over phone, ha[redacted] Did that and got reply that I have to cancel over the phone. Very frustrated. Did some checking on the following link:[redacted] I'm not the only one having this issue. Please helpDesired Settlement: I want them to cancel my "membership" and stop taking money out of my checking account. FYI, I've canceled my debit card and requested new one with different account number, but who knows what these people are capable of. I have learned my lesson, very hard one at that. I will quit smoking the old fashioned way. Thank you.

Business

Response:

Customer [redacted] placed the order for the starter kit trial offer on April 11th, 2013, was charged only $5.95 and sent an order confirmation email which included the following passage: "If you made a trial starter kit purchase, you have been enrolled in our refill membership program. In 15 days, we'll send you 10 replacement filters and charge your [redacted] on file. Each 30 days thereafter you will be billed and automatically sent 10 replacement filters (equivalent to 20 packs of traditional cigarettes). If you cancel your membership before the end of the 15-day trial period, you will be charged for the starter kit's full value." The terms and conditions of the trial offer are visible on the website: "If I enroll in the refill Membership program I am agreeing to be charged $99.99 in 15 days for the kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each 30 days thereafter for a new 10-cartridge refill pack. My credit card will be billed and my shipment will be sent automatically at those times. Refill shipments will continue until I call to cancel my Membership at 1[redacted] open 24 hours a day, 7 days a week. I understand that my starter kit has a retail value of $99.99. If I cancel my membership but do not return the starter kit, I will be charged for its full value. By clicking to order I represent that I have read and agree to the Privacy Policy and full Terms and Conditions of this offer and I understand that I will be liable for payment of product that was shipped to me, and future shipments of product, if I fail to notify customer service to stop supplying the product to me. Refund Policy: I understand that if I am not fully satisfied with my products I may cancel my order at any time by calling customer service and returning any unused, unopened Product to our warehouse. All returns must be within 30 days of original purchase. Shipping and handling charges are non-refundable." Fifteen days later, on April 26th, 2013, M.P. was charged $99.99 and shipped 2 boxes of refill cartridges as per the terms above. April 30th M.P.'s membership was cancelled and a cancellation confirmation email was sent to M.P. containing a cancel code for easy reference (ImeqtF)There will be no further charges applied to the credit card on file nor shipments of product unless otherwise directed by [redacted]

Review: I cancelled my account with E-Cigs brand in September of 2012. This morning I received an email stating that they have shipped an order to me. When I called customer service they told me that in September their associate put my account on hold instead of canceling it. I told them that, that is a mistake on their part because I clearly don't want these cigs especially when they are being sent to someone that I broke up with last year, and he quit smoking even before I cancelled. Besides tose reasons, I initially cancelled because when I first ordered from them it was a $5 deal, and it turned into a $40 a week charge for refils that my ex failed to mention that he was recieving, which I know is not their fault. They won't give me a full refund, only partial because I need to return their product that is being sent to my ex fianc's house. And I don't know if that's possible because my ex is a douchebag. Besides this is an error on their part.Desired Settlement: Full refund including shipping and handling costs.

Business

Response:

Unfortunately we're having trouble finding this customer's information/ account in the system. Please respond with the shipping address the product was delivered to, the phone number entered into the website at time of order, any order numbers or customer ID number, the name of the person who originally ordered the product, the telephone number of that person and or email address so that we may expedite the conciliation process. Before we respond to this particular complaint, we need to be certain which account it is associated with. Thanks for your patience.

Review: Got an email describing "Free offer" which directed me to ecigs site. No specific button on the site was set up for free offer, so I thought the kit offered was the free offer. I gave my visa no. for 5.95 shipping only, and that was the only authorization. No price was given for the starter kit anyway.I did not authorize any membership, nor was it stipulated that the offer involved a membership or any further debits to my account. Upon shipping, a number of statements were made to the effect that I was enrolled and would received ecigs and my account would be debited, but these statements were below my shipping confirmation and authorized debit of 5.95 so I had no need to scroll down further, I thought to read them. I read them today when I find an unauthorized debit against my account while I have my house insurance pending no less!! This is terrible false advertising and duplicity. This is illegal.Desired Settlement: I am sending back the starter kit, but am told I cannot without a return merchandise number which I cannot get because no one answers the customer service line. I am disputing the charge with my bank, and will even get a new debit card. I just want these folks to leave me alone, and if they can't get business in a legit fashion, get off the internet.I want the Revdex.com to keep this complaint on file and I don't want any further billings from these people.

Business

Response:

Ms. [redacted] ordered the trial starter kit on December 15th, 2012. Posted on the website:

"Membership Terms and Conditions:

If I enroll in the refill

Membership program I am agreeing to be charged $99.99 in 15 days for the

kit I received plus a 10-cartridge refill pack, and 79.99 +S&H each

30 days thereafter for a new 10-cartridge refill pack. My credit card

will be billed and my shipment will be sent automatically at those

times. Refill shipments will continue until I call to cancel my

Membership at ###-###-####, open 24 hours a day, 7 days a week. I

understand that my starter kit has a retail value of $99.99. If I cancel

my membership but do not return the starter kit, I will be charged for

its full value.

By clicking to order I represent that I have read

and agree to the Privacy Policy and full Terms and Conditions of this

offer and I understand that I will be liable for payment of product that

was shipped to me, and future shipments of product, if I fail to notify

customer service to stop supplying the product to me.

Refund Policy:

I

understand that if I am not fully satisfied with my products I may

cancel my order at any time by calling customer service and returning

any unused, unopened Product to our warehouse. All returns must be

within 30 days of original purchase. Shipping and handling charges are

non-refundable."

USA Warehouse Return Address:

E-Cigs Returns Department

1091 Centre Road, Suite #100

Auburn Hills, Michigan 48326

On December 15th the customer was sent an Order Acknowledgement email which included the following passage: "If you made a trial starter kit purchase,

you have been enrolled in our refill membership program. In 15 days,

we'll send you 10 replacement filters and charge your Visa on file. Each

30 days thereafter you will be billed and automatically sent 10

replacement filters (equivalent to 20 packs of traditional cigarettes).

If you cancel your membership before the end of the 15-day trial period,

you will be charged for the starter kit's full value."

Today we've refunded Ms. [redacted] $60 and sent an RMA email with return instructions so that Ms. [redacted] may return the unwanted merchandise in good resale order and be automatically refunded a further $39.99. The account is now cancelled so there will be no future charges and no more contact as per the Ms. [redacted] request.

Review: I have been doing business with e=cigs brand since March, 2012 and haven't had a problem until this February 2013. They deduct my checking monthly and send my products. I was billed February 16th 2013 and never received my products. I have contacted them several times and did receive a complementary pkg for my inconvenience. I have been told repeatedly each time I call that I will receive the cartridges within the next 5 days which has not happened. It is now time for another delivery, as of March 15th. I don't understand what the problem is and can't get a satisfactory answer from them. I am very happy with the product and would like to continue with our arrangement but I need answers. They inform me by e-mail of the shipment and tracking numbers each month, but nothing has been sent for the February shipment. Please see if you can get an answer from them as to what is happening. I count on these cartridges so I won't smoke. I have had to use an alternative brand, but not happy with it. Please help. Thank-you!Desired Settlement: Get the products I ordered and paid for and continue without further frustrations