Grasshopper Labs LLC

Hi There,? Thank you for bringing this matter to our attentionI apologize for the delay in replyingWe apologize that it is taking is longer than expected to fill your orderWe offer a full refund anytime before an order ships if you decide you no longer wish to wait for your productsPer our terms of service, we are only able to offer a shipping estimate rather than a promised date of shipmentThis estimate is subject to changeBelow, I have copied these terms of service.? ? Pre-ordersAny pre-orders placed on this site require a 100% deposit for the item to be reservedUpon checkout, you will be charged the full amount for your orderAn estimated delivery date for the product will be given on checkoutThis delivery date is just an estimation and not a guaranteed? delivery dateThe delivery date of a pre-order is subject to change at any time.? We understand the delay is longer than you anticipated and for this we apologizeWe are happy to offer you a full refund if you would likeWe are very close to getting your order shipped and ? are estimating your order will ship in OctoberWe are on track to meet this estimate.? As far as the item that is out of stock, everyone has been notified if their order was partially shipped and is offered a full refund on the item that is out of stockIt is always our goal to be transparent with our customers when we experience a delay, have to adjust the shipping estimate, or have an out of stock itemI understand your frustration with the delays, and for this we apologizeWe are happy to get your order shipped in October as currently estimated, or offer you a full refundPlease let us know how you want to proceed.?

? Complaint: [redacted] I am rejecting this response because: the "repaired" pieces they just sent back, after weeks of having them are still defective? I I do not want to keep going back and forth thru the Revdex.com? I simply wanted my complaint logged with youI have absolutely zero confidence or faith that Hopper Labs will rectify their behaviorHopefully these complaints will either make them change their ways or put them out of business.? Sincerely, [redacted]

Hi There, I am sorry for the extended wait time you experienced with your pre-orderIt is never our goal to inaccurately provide shipping estimatesWe do our best to factor all possible delays into our production times when making these estimates but being the new company that we are, we have experienced some delays that were not foreseeableIn regards to the refund for a used product, if you believe it is malfunctioning, we are happy to offer you warranty service through the website GHVape.comWe ask that you register the device and submit a claim so I can get it processed and determine if there is a malfunction with your HopperAll of the service we offer is free of cost to the customer We are happy to offer you a full refund on the item that was not shipped with your GrasshopperWe ask that you email us at [redacted] for assistance with receiving that refund Again, I am sorry for the delay in filling your order and for the fact that your are less than satisfied with your HopperWe are happy to get it checked out for you and ensure it is working properlyYou can email me at [redacted] if you need assistance with the warranty process

Hi There,? I am sorry for the extended wait time you experienced with your pre-orderIt is never our goal to inaccurately provide shipping estimatesWe do our best to factor all possible delays into our production times when making these estimates but being the new company that we are, we have experienced some delays that were not foreseeable.? In regards to the refund for a used product, if you believe it is malfunctioning, we are happy to offer you warranty service through the website GHVape.comWe ask that you register the device and submit a claim so I can get it processed and determine if there is a malfunction with your HopperAll of the service we offer is free of cost to the customer.? ? We are happy to offer you a full refund on the item that was not shipped with your GrasshopperWe ask that you email us at [redacted] for assistance with receiving that refund.? ? Again, I am sorry for the delay in filling your order and for the fact that your are less than satisfied with your HopperWe are happy to get it checked out for you and ensure it is working properlyYou can email me at [redacted] if you need assistance with the warranty process.?

Hello,Thanks for contacting us via the Revdex.comI know it has been frustrating having to wait so long to receive your Grasshopper Vaporizer and we are doing our absolute best to get it to you quicklyAs you mention in your complaint it should be easy to calculate estimated delivery times with the numbers you suggestedThe problem is that the over the last months the number of units produced per-week has varied drasticallyWe have had a number of setbacks which took numbers which we hoped were accurate and made them very inaccurateThe products utilizes some of the industries most advanced electronics and components which have shown to be difficult to produceWe have been making adjustments to our estimations to better accommodate for these unknowns.? Customers are always entitled to a 100% refund at anytime should they choose they do not wish to wait any longerAs you pointed out we make a effort to keep communication open and provide the best information we have at the time.? Thanks,? Hopper Labs

I am again sorry for your frustration with our warranty systemWe service of customers and must have protocols in place so we can effectively serve all our customersAt no point have we ever refused warranty service but only asked you to abide by the same procedure all our customers doWe offer a lifetime warranty on our products and as such often repair rather than just replace themThis is an effective method which makes our warranty service possibleWe responsibilities of the customer regarding warranty service are described in the owners manual provided with your deviceAgain we apologize for any inconvenience as we obviously do not like to frustrate any of our customersWe will continue to service your devices and hope to provide a more satisfactory experience going forward

Hopper Labs offers our product for pre-order onlyWe make it clear at the time of purchase that the ship dates are estimated and not guaranteedWe are a very new and very small company still working out some production issuesWe offer full refunds to anyone who decides they do not wish to wait for their order to shipWe apologize for the delays in filling the complainants order and can process a refund immediately if they decide to proceed that way

Hi There, Thank you for bringing this matter to our attentionI apologize for the delay in replyingWe apologize that it is taking is longer than expected to fill your orderWe offer a full refund anytime before an order ships if you decide you no longer wish to wait for your productsPer our terms of service, we are only able to offer a shipping estimate rather than a promised date of shipmentThis estimate is subject to changeBelow, I have copied these terms of service Pre-ordersAny pre-orders placed on this site require a 100% deposit for the item to be reservedUpon checkout, you will be charged the full amount for your orderAn estimated delivery date for the product will be given on checkoutThis delivery date is just an estimation and not a guaranteed delivery dateThe delivery date of a pre-order is subject to change at any timeWe understand the delay is longer than you anticipated and for this we apologizeWe are happy to offer you a full refund if you would likeWe are very close to getting your order shipped and are estimating your order will ship in OctoberWe are on track to meet this estimateAs far as the item that is out of stock, everyone has been notified if their order was partially shipped and is offered a full refund on the item that is out of stockIt is always our goal to be transparent with our customers when we experience a delay, have to adjust the shipping estimate, or have an out of stock itemI understand your frustration with the delays, and for this we apologizeWe are happy to get your order shipped in October as currently estimated, or offer you a full refundPlease let us know how you want to proceed

Hello,Thanks for the responseFrom what I understand the customer does not want a refund but is upset about the product delayWe do our best to provide accurate shipping dates but these dates are always listed as "estimated shipping dates"As a very small company building a very complex product, there are a lot of things that could cause a delayWe rely on over different manufacturers and hand assemble every product here in the United StatesThis takes an incredible amount of time and resourcesCustomers often expect small companies with very few resources to have the same manufacturing power as the massive corporations they are used to dealing with.To keep customers informed we issue monthly updates and keep shipping estimation information as current as we canWe also offer a 100% refund at anytime for those who no longer wish to waitPlease let me know if there is anything else I can doAll the best, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ?

? Complaint: [redacted] I am rejecting this response because:I no longer have any use for this device, it is unreliable and I should have either been sent a repaired device in less than months or a brand new deviceThe warranty repair timeline is more than unacceptable and I would like my money back for this purchase as I have had to purchase another device since this one has been out of my possession for so long Sincerely, Devin [redacted]

Hello,Thanks for contacting us via the Revdex.comI know it has been frustrating having to wait so long to receive your Grasshopper Vaporizer and we are doing our absolute best to get it to you quicklyAs you mention in your complaint it should be easy to calculate estimated delivery times with the numbers you suggestedThe problem is that the over the last months the number of units produced per-week has varied drasticallyWe have had a number of setbacks which took numbers which we hoped were accurate and made them very inaccurateThe products utilizes some of the industries most advanced electronics and components which have shown to be difficult to produceWe have been making adjustments to our estimations to better accommodate for these unknownsCustomers are always entitled to a 100% refund at anytime should they choose they do not wish to wait any longerAs you pointed out we make a effort to keep communication open and provide the best information we have at the timeThanks, Hopper Labs

Hi There, I am sorry to hear you are less than satisfied with your Grasshopper purchasePer our terms of use, which you agree to at the time of checkout, we do not offer a refund on a used productHere is an excerpt from our terms of service relating to refunds: Returns/RefundsAny customer with a pre-order can request a 100% refund at any time prior to shipping of the orderPlease contact [redacted] to request a refundUnused products can be returned for a full refund within days of receiving a shipping emailOnce the product is used it cannot be returned for a refund.Additionally, there is more usage information following this link: https://www.grasshoppervape.com/information/tips-and-tricks/ This information will instruct you on the best usage methods which will reduce temperature of the device We sincerely apologize for the delays in getting your order shippedWe have significantly reduced the wait time between pre-order placement and shipment and have seen more Hoppers shipping out than ever beforeWe apologize for the trouble you have had with your HopperWe are happy to stand by the Lifetime Warranty that is offered for the devicePlease email [redacted] if you have additional questions or troubles with your device

It is unfortunate that this company has no understanding about deliveryThere was no way that they would have shipped any part of my purchases in October as they statedI waited until the last day of October for them to provide any indication that they had actually shipped my order as they said they were going toWith none whatsoever, I cancelled the orders that I placed with themBecause people who have been waiting share their experiences on the internet, a post two days ago indicated that the most recent order noted that had been filled took months to arriveThis could possibly currently be a more accurate "Estimated Ship Date" wait than the two month wait they continue to mislead people into placing orders withThey did refund the two orders I placed; however, they did so in an incomprehensible mannerThe low-dollar order for a Leather Sleeve ($13.50) was refunded correctly to the e-mail address that they have on file for me as being what was used to PayPal them the fundsTherefore, I received an e-mail from PayPal stating that the refund had occurredWondering why they seemingly had not sent me a refund for the high-dollar order ($252), I went into my account at their web siteAt which point I noticed that someone at Grasshopper had entered an e-mail address into my account that I did NOT at any point provide themThe address was an old one, which has been defunct for the past yearsDespite the fact that they still *had [redacted] my correct e-mail address in my account, which was the address through which I paid them via PayPal (and which they had correctly used to refund my other order), they had inserted the defunct address into a new line on the account that they referred to as a "PayPal Address"And instead of sending the refund to my current and correct address, they sent it to the old defunct-for-the-last-15-years addressI have no idea why they would have added this defunct address (nor even how they got it, except that it is associated with old reviews that I have written that are archived on the internet, so they could have located it via a web search for my name)Since the address is no longer extant, I did not get any notice that they had sent a refundPerhaps they thought that they could avoid giving me my refund for a while if they "accidentally" sent the refund to a defunct e-mail address for me and waited until I had to once again contact them to ask ***? Nevertheless, however they ended up getting a defunct e-mail address for me that I never gave them, and which presumably they never before had e-mailed me at (since I had been getting their Monthly "shipping" "updates" at another address, which was not the address that I placed the order using), in the END it turned out that I still got the refund, because the old/defunct address for me was still archived at PayPal even though it has not been used there for the past years that it has been defunctI truly don't understand why they wouldn't have refunded the money to the same e-mail address that I paid them using, since clearly that should be standard operating procedure.Despite the whole thing seeming super fishy and incomprehensible, and presenting an appearance that suggests such an approach may have been taken due to dishonorable motives, in the end--perhaps due to luck--as it turned out, I did promptly get a complete refundThey also updated their web site to alter the advertising on the Leather Sleeve; they no longer claim that the item will ship "immediately"(They still use that word with other items, and one might justifiably question the degree to which it might be true on those, but I have no evidence one way or another in those cases.) They now provide the same Estimated Ship Date for the Leather Sleeves as they do for their Grasshopper vaporizers: a two-month waitSince the current wait time appears to be ten months for the vaporizers, there is no reason to believe that it won't be the same wait or a longer wait to get the Leather SleevesWhile the current "two month" Estimated Ship Date is not as egregious advertising as the so-called "shipping date" of "immediately" was, it is still advertising because when they were asked for a specific actual date that a Leather Sleeve already paid for would be shipped, they were unwilling to provide a dateMy buddy waited months to get his vaporizer, and they still hadn't sent him his Leather Sleeve after monthsSince his rarely used vaporizer broke before the Sleeve was ever shipped, he requested a complete refundThey refused that requestThey won't refund money for a defective unit even if it doesn't work straight out of the box, because they don't allow a unit to be returned for a refund after it has been "used"Reports online mention units that did not work properly from their very first useOne could reasonably argue that such a unit had NOT ever been used, since it never actually did what it was purchased to doAnyway, they did refund my buddy on request for the Leather Sleeve that they never sent himThey now require him to register the warranty on his device and return it (presumably for repair or replacement); since it took months to arrive originally, one might wonder how long it will be for them to repair or replace it.Although this company clearly has trouble being truthful with their "customers", and although a number of people who finally did get their units after interminable waiting periods only to have the device fail on them shortly thereafter (and then they needed to wait some more, until their unit was repaired or replaced), they appear at least to merely be guilty of misleading their "customers" via deceitful advertising, stopping just short of actually stealing money from the unwitting marks who believe their hype and place paid-in-full "pre-orders" with themWhile I am not clear why they would have used a defunct e-mail address that I never gave them as the refund recipient for my order, in the end--perhaps due in part to a lucky happenstance--I actually did back the money that they "borrowed" from me for nine monthsSo that much is good at leastBut for this company and their products to have any value at all for their "customers", they must of needs provide accurate information related to when they plan to actually fill the orders that they have received and which have been paid in full at the time the orders are placedIf they can't be honest with prospective customers, they should shut down or BE shut downThe Revdex.com claims that "This business is not currently rated because it has been in business less than one year and does not have a sufficient track record for Revdex.com to rate it." Yet this company HAS been in business for more than a year; it has only been less than a year since the Revdex.com opened a file on them due to complaintsSince that file was opened in the beginning of February this year, hopefully three months from now the Revdex.com will create a rating for them and conduct an Advertising Review, so that more people can be warned of their poor business practices, advertising, and unwillingness to honestly provide factual information regarding the length of time it takes them to fill orders

It is unfortunate that this company has no understanding about deliveryThere was no way that they would have shipped any part of my purchases in October as they statedI waited until the last day of October for them to provide any indication that they had actually shipped my order as they said they were going toWith none whatsoever, I cancelled the orders that I placed with themBecause people who have been waiting share their experiences on the internet, a post two days ago indicated that the most recent order noted that had been filled took months to arriveThis could possibly currently be a more accurate "Estimated Ship Date" wait than the two month wait they continue to mislead people into placing orders withThey did refund the two orders I placed; however, they did so in an incomprehensible mannerThe low-dollar order for a Leather Sleeve ($13.50) was refunded correctly to the e-mail address that they have on file for me as being what was used to PayPal them the fundsTherefore, I received an e-mail from PayPal stating that the refund had occurredWondering why they seemingly had not sent me a refund for the high-dollar order ($252), I went into my account at their web siteAt which point I noticed that someone at Grasshopper had entered an e-mail address into my account that I did NOT at any point provide themThe address was an old one, which has been defunct for the past yearsDespite the fact that they still *had* my correct e-mail address in my account, which was the address through which I paid them via PayPal (and which they had correctly used to refund my other order), they had inserted the defunct address into a new line on the account that they referred to as a "PayPal Address"And instead of sending the refund to my current and correct address, they sent it to the old defunct-for-the-last-15-years addressI have no idea why they would have added this defunct address (nor even how they got it, except that it is associated with old reviews that I have written that are archived on the internet, so they could have located it via a web search for my name)Since the address is no longer extant, I did not get any notice that they had sent a refundPerhaps they thought that they could avoid giving me my refund for a while if they "accidentally" sent the refund to a defunct e-mail address for me and waited until I had to once again contact them to ask ***? Nevertheless, however they ended up getting a defunct e-mail address for me that I never gave them, and which presumably they never before had e-mailed me at (since I had been getting their Monthly "shipping" "updates" at another address, which was not the address that I placed the order using), in the END it turned out that I still got the refund, because the old/defunct address for me was still archived at PayPal even though it has not been used there for the past years that it has been defunctI truly don't understand why they wouldn't have refunded the money to the same e-mail address that I paid them using, since clearly that should be standard operating procedure.Despite the whole thing seeming super fishy and incomprehensible, and presenting an appearance that suggests such an approach may have been taken due to dishonorable motives, in the end--perhaps due to luck--as it turned out, I did promptly get a complete refundThey also updated their web site to alter the advertising on the Leather Sleeve; they no longer claim that the item will ship "immediately"(They still use that word with other items, and one might justifiably question the degree to which it might be true on those, but I have no evidence one way or another in those cases.) They now provide the same Estimated Ship Date for the Leather Sleeves as they do for their Grasshopper vaporizers: a two-month waitSince the current wait time appears to be ten months for the vaporizers, there is no reason to believe that it won't be the same wait or a longer wait to get the Leather SleevesWhile the current "two month" Estimated Ship Date is not as egregious advertising as the so-called "shipping date" of "immediately" was, it is still advertising because when they were asked for a specific actual date that a Leather Sleeve already paid for would be shipped, they were unwilling to provide a dateMy buddy waited months to get his vaporizer, and they still hadn't sent him his Leather Sleeve after monthsSince his rarely used vaporizer broke before the Sleeve was ever shipped, he requested a complete refundThey refused that requestThey won't refund money for a defective unit even if it doesn't work straight out of the box, because they don't allow a unit to be returned for a refund after it has been "used"Reports online mention units that did not work properly from their very first useOne could reasonably argue that such a unit had NOT ever been used, since it never actually did what it was purchased to doAnyway, they did refund my buddy on request for the Leather Sleeve that they never sent himThey now require him to register the warranty on his device and return it (presumably for repair or replacement); since it took months to arrive originally, one might wonder how long it will be for them to repair or replace it.Although this company clearly has trouble being truthful with their "customers", and although a number of people who finally did get their units after interminable waiting periods only to have the device fail on them shortly thereafter (and then they needed to wait some more, until their unit was repaired or replaced), they appear at least to merely be guilty of misleading their "customers" via deceitful advertising, stopping just short of actually stealing money from the unwitting marks who believe their hype and place paid-in-full "pre-orders" with themWhile I am not clear why they would have used a defunct e-mail address that I never gave them as the refund recipient for my order, in the end--perhaps due in part to a lucky happenstance--I actually did back the money that they "borrowed" from me for nine monthsSo that much is good at leastBut for this company and their products to have any value at all for their "customers", they must of needs provide accurate information related to when they plan to actually fill the orders that they have received and which have been paid in full at the time the orders are placedIf they can't be honest with prospective customers, they should shut down or BE shut downThe Revdex.com claims that "This business is not currently rated because it has been in business less than one year and does not have a sufficient track record for Revdex.com to rate it." Yet this company HAS been in business for more than a year; it has only been less than a year since the Revdex.com opened a file on them due to complaintsSince that file was opened in the beginning of February this year, hopefully three months from now the Revdex.com will create a rating for them and conduct an Advertising Review, so that more people can be warned of their poor business practices, advertising, and unwillingness to honestly provide factual information regarding the length of time it takes them to fill orders

Complaint: ***
I am rejecting this response because: the "repaired" pieces they just sent back, after weeks of having them are still defective I I do not want to keep going back and forth thru the Revdex.com I simply wanted my complaint logged with youI have absolutely zero confidence or faith that Hopper Labs will rectify their behaviorHopefully these complaints will either make them change their ways or put them out of business.
Sincerely,
*** ***

Per the customers request, I have cancelled their order and issued them a refundI am sorry that we couldn't come to an understanding about delivery.

Hi There, Thank you for bringing this matter to our attentionI apologize for the delay in replyingWe apologize that it is taking is longer than expected to fill your orderWe offer a full refund anytime before an order ships if you decide you no longer wish to wait for your productsPer
our terms of service, we are only able to offer a shipping estimate rather than a promised date of shipmentThis estimate is subject to changeBelow, I have copied these terms of service. Pre-ordersAny pre-orders placed on this site require a 100% deposit for the item to be reservedUpon checkout, you will be charged the full amount for your orderAn estimated delivery date for the product will be given on checkoutThis delivery date is just an estimation and not a guaranteed delivery dateThe delivery date of a pre-order is subject to change at any time. We understand the delay is longer than you anticipated and for this we apologizeWe are happy to offer you a full refund if you would likeWe are very close to getting your order shipped and are estimating your order will ship in OctoberWe are on track to meet this estimate. As far as the item that is out of stock, everyone has been notified if their order was partially shipped and is offered a full refund on the item that is out of stockIt is always our goal to be transparent with our customers when we experience a delay, have to adjust the shipping estimate, or have an out of stock itemI understand your frustration with the delays, and for this we apologizeWe are happy to get your order shipped in October as currently estimated, or offer you a full refundPlease let us know how you want to proceed.

Hopper Labs offers a lifetime warranty on all of its products and although we typically service devices in just a few days we recently went through a month long upgrade to our facility causing delays with warranty serviceHopper Labs submitted a number of update emails to inform customers that
service would be take longer than normal, but that all devices would be serviced. The upgrades to Hopper's facility were necessary to address these root issues that the customer experiencedA quick fix would likely have resulted in the same result for the customer, needing service. We have made every effort to service customers devices as quickly as possibleWe are not a large cooperation with tons resources and are doing the best we can to serve our customersHopper Labs operates customer support through [email protected] where any customer can get in touch with us to get updates on their order and even request expedited service in some circumstances. We propose the customer reply to us here or through [email protected] and we will work to expedite the repaired device back to them as soon as possible.Hopper Labs

Hi There, I am sorry to hear you are less than satisfied with your Grasshopper purchasePer our terms of use, which you agree to at the time of checkout, we do not offer a refund on a used productHere is an excerpt from our terms of service relating to refunds: Returns/RefundsAny customer with a pre-order can request a 100% refund at any time prior to shipping of the orderPlease contact *** to request a refundUnused products can be returned for a full refund within days of receiving a shipping emailOnce the product is used it cannot be returned for a refund.Additionally, there is more usage information following this link: https://www.grasshoppervape.com/information/tips-and-tricks/ This information will instruct you on the best usage methods which will reduce temperature of the device. We sincerely apologize for the delays in getting your order shippedWe have significantly reduced the wait time between pre-order placement and shipment and have seen more Hoppers shipping out than ever beforeWe apologize for the trouble you have had with your HopperWe are happy to stand by the Lifetime Warranty that is offered for the devicePlease email *** if you have additional questions or troubles with your device