Joyetech USA Inc

Revdex.com:
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,
[redacted]

Dear Revdex.com officer, Thank you for contacting us regarding Mr. Francesco [redacted] complaint with an assigned ID #[redacted]. We at Joyetech USA Inc. are very appreciative of each of our customers, and value all of our customers'satisfaction as our first goal.After...

investigation of this case, according to our record, our technical support team did test the iStick and confirmed it was not defective. In order to retain the customer's trust, we still decided to send the customer a replacement; however, our customer service representative mistakenly sent the original device back to the customer. On May 4th, our general manager was notified of this once we received this complaint, and decided to send the customer a brand new device immediately as an apology for any inconvenience this matter caused Mr. [redacted]. We expressed our sincerest apology to him for sending the wrong item and for the damage caused during transit. Both our general manager and customer service supervisor double checked the package and confirmed it was packed properly with a brand new iStick before our warehouse shipped the package out. Unfortunately, the customer is still unsatisfied with our good faith effort to resolve the complaint: on May 11th, he claimed that the new device he received was scratched and was not "brand new", and refused to send the original "damaged" item back though we had provided him with a pre-paid return label to do so. In addition, he emailed us two pictures of the "damaged" product and the "scratched" product, which we attached in this letter as well. However, according to the pictures, both products seem new and undamaged. At this point, it is difficult for us to take further investigation for the devices if the customer refuses to cooperate with us. We hope the customer could respect all the efforts we have done for retaining his confidence and good faith.We at Joyetech USA Inc. treat every customer's need and satisfaction as our first priority; however, the mutual satisfaction could hardly be achieved without the customer's cooperation. We do hope Revdex.com could have a fair judgment regarding this case, and help us with it.Sincerely,Customer Service DepartmentJoyetech USA Inc.

Dear Revdex.com Officer, 
We are sorry to hear that Mrs. [redacted] J [redacted] went through all...

these inconveniences, we did process Mrs [redacted]'s order via our return policy, we received Mrs. [redacted]'s  package on Oct 5, we found the product was opened, according to our return policy we charged 15% restocking fee and refund the rest amount to Mrs. [redacted] on Oct 5.
Mrs. [redacted] is one of our loyal customers, we did apologize for all the inconveniences occurred, we refunded 15% restocking fee as well as the shipping cost to Mrs. [redacted]. We will improve our customer service and we hope Mrs. [redacted] will have better shopping experience with Joyetech.
Please find attached Joytech return policy ( you also could find this on our official website http://www.joyetech.us/return-policy): 
• You may return your order within 30 days of delivery date (*restriction applies). All returned items must be unused, unopened, and in original packaging for a refund.*All cartridges, atomizers, e-liquids, coils, RBA, and clearance items are final sale and are not covered by our 30-day return policy and warranty.
• Please contact Joyetech USA's customer service department to request a Return Authorization Application (RMA) before returning your order to us. Any unauthorized products that are sent to us will be refused for refund.
• Customer assumes all costs in shipping items back to Joyetech USA Inc. We encourage customers to ship their return packages with tracking. We are not responsible for returned items that are damaged or lost in transit.
• Approved refunds do not include shipping expenses.
• There is a 15% restocking fee for all returned items. All shipping expenses are non-refundable.
Best Regards
Joyetech USA

Dear Valued Customer,
12.8000001907349px; font-family: arial, sans-serif;">I regret to inform you that I have been experiencing medical complications which require me to be bedridden for the rest of my pregnancy. 
I have taken an early leave of absence from Joyetech, USA. 
Upon my return I will be joining a wholesale team at MyVapors in Tustin, CA.  MyVapors is the authorized U.S. distributor for Joyetech products.
Joyetech, USA is supporting my transition to MyVapors.
In the meantime, please direct all inquiries to my associate [redacted] at [redacted] and she will be glad to assist you in continuance of purchasing Joyetech and eLeaf products.
Thank you for your continuous support and business.
I look forward to working with you again in the near future.
Sincerely,
[redacted]

I just placed a $170. order with this company on it's [redacted] website for the 60 Watt E-cig.
When I noticed there were no instructions to set it up, I called in. I asked the representative, [redacted], to assist me in setting it up. He kept saying "were just the distributor". This is the only product you sell and they can not provide help?!?!?
This company surely had no problem SELLING it to me when I called for assistance with my purchase. I have never used an product like this before. His solution? Go to Youtube (which has NO videos for the 60 watt iStick).
After finally agreeing to walk me through it, I again brought up the fact that everything he was telling me would be impossible to know how to do without instructions. From there, he hung up on me.
I called back, he hung up on me again. After multiple times calling back and him hanging up, I decided to dispute this charge with Paypal.
Once I made the dispute, [redacted] called me back and cussed me out, telling me "F You"!!
STAY AWAY FROM THIS COMPANY and purchase your E-Cigs from a reputable company that can not only offer assistance, but won't curse you out and hang up on you.
Not only do they sell sub-par and defective products, they are rude and refuse to help.

Revdex.com:
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,
[redacted]

Dear Revdex.com
officer,
Joyetech USA
is one of many...

Joyetech product distributors in U.S,  All Joyetech
products directly purchased from Joyetech USA's official online store (http://www.
joyetech.us), except consumables and rebuildable products, are covered by
warranty for a standard 90 days from the date of purchase ("warranty
period"). 
Joyetech USA
warranty responsibility is limited and separated from the manufacturer. If the
customer did not purchase from www.Joyetech.us, please contact the local store
that the customer have purchased from for warranty.
we checked
our retail online sale data base, we didn't find any purchase order with Mr. [redacted]
 [redacted]. Our customer service
representative called Mr. [redacted],
find out that Mr. [redacted] bought his eLeaf 50W in a local store,  our CSR explained our warranty policy. Mr.
[redacted] should go back to the local store where he purchase his device, get
warranty from the local store.
Best Regards
Joyetech USA

I have seen this tactic before with bad companies. They try to make it so customers can't get help or complain about them by using different names and calling them self the re-seller and not the manufacturer. On the box it says manufactured by Eleaf. Eleaf is the subsidiary company of Shenzhen iSmoka Electronics Co. They sale E-cigs that are always leaking and when you try and get that fixed they give you the runaround. Even if they have nothing to do with making it, they know how much customers contact them about issues yet they still sale these products to places all around the US.

Revdex.com:
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,
[redacted]
P.S. Even though the whole truth on how this matter started I did get a new device today and I have an email that it carries a 180 day warranty! On that note if any futher problems I can open a new claim! I am retaing all phone logs and emails from this claim for an possible follow ups! I hope this device works well because I am done with Joyetech and it's products!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 
This is a [redacted] company with garbage customer service and products.  do you guys even read my messages? I complaint about the products and customer service and they are replying that contact them if I want to buy more products!!!
GEEZ
Regards,
[redacted]

Talked to the customer and explained the situation. We are Joyetech USA. We are only one of many distributors for Joyetech and eleaf products, not the Joyetech Manuft company. We have talked to this customer over the phone and explained the whole situation. Customer has bought from a different...

website and in order to get the refund - Customer needs to contact the website or for warranty replacement customer can contact Joyetech Manufacturer : [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
so based on what im readying. the company isnt going to stand behind there product? and they can care less of the safety of there customers while using there product? I am outraged that this is how they do business. regardless of a warranty I would like a FULL complaint filed against there company and there products . and I want everyone to know that there products  BLOW UP IN PEOPLES HANDS AND THEY DO NOT CARE.
Regards,
[redacted]

Dear Revdex.com officer, 
Our Customer Service Representative talked and explained with Mr.[redacted],  
Unicode","sans-serif";
mso-fareast-font-family:SimSun;mso-fareast-theme-font:minor-fareast;color:#2B2E2...⇄ /> mso-ansi-language:EN-US;mso-fareast-language:ZH-CN;mso-bidi-language:AR-SA">W...⇄ /> will be refunding the remaining balance of 8.57 for Mr.[redacted]'s order
#[redacted].
However, Mr. [redacted] used the item, and returned it. This will be a one time exception per our policy:
• You may return your order within 30 days of delivery date
(*restriction applies). All returned items must be unused, unopened, and in
original packaging for a refund.*All cartridges, atomizers, e-liquids, coils,
RBA, and clearance items are final sale and are not covered by our 30-day
return policy and warranty.
• Customer assumes all costs in shipping items back to Joyetech
USA Inc. We encourage customers to ship their return packages with tracking. We
are not responsible for returned items that are damaged or lost in transit.
• Approved refunds do not include shipping expenses.
• There is a 15% restocking fee for all returned items. All
shipping expenses are non-refundable.
• The customer is responsible for any return fees incurred from
customs and/or the carrier to have an order shipped back to us.
Please let us know if you have any further questions. We will be
happy to assist you.
Kindly, 
Joyetech USA Inc.

Response to Customer Complaint:[redacted] spoke with this customer on the phone many times over the span of 2days time. The initialphone call was over the customer wondering why his Melo tank which he purchased from Joyetech USAdid not work properly on his 20w iStick that he purchased...

from another vendor. She then informed thecustomer that the Melo tank is a .5 or sub ohm tank and would not work on the 20w istick devicebecause it does not sub ohm. The customer then asked for a refund on his Melo tank as well as the coilsbecause it does not say on our website that it does not support sub ohm tanks. She then explained tohim yes on the website under the features tab it does state that the 20w iStick does not subohmperhaps on the website he purchased from it could of said something different. He then expressed hisdisbelief in what she was saying and wanted a refund on the tanks he purchased from us. She thenexplained to him that because they are used products under the terms and conditions of Joyetech USA,she informed the customer that would not be possible. The customer then started to get very upset thathe was not able to receive a refund. She then explained on our website it does say the recommendedohms, wattage and voltage to use the device on depending on the tank used. She then began to informhim of other devices that could possible work with his tank, but the customer did not want to listen toher.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am dissatisfied with the response because it seems to indicate their policy treats returns of shipments of non-conforming goods the same way as an elective return of a conforming good.  However, I am satisfied in this instance that the seller refunded the remaining balance of what was owed.  
Regards,
[redacted]

Review: Joyetech issues a 90 day warranty card on their product eGo ONE Mega which I purchased 9/21/15. I have recently had issues with the connection to charge the battery and the battery will not charge now. The issue has happened within the 90 day warranty and I have the warranty card and original purchase receipt to verify this. I searched the companies web page for solutions and there is no phone number listed to contact them and there is no address listed either to try and send the product to them to fix. The web page only indicates to contact [email protected]. I originally e-mailed them on December 5th, 2015 and never received a response. I sent a 2nd e-mail on December 11th, 2015. I still have yet to receive any response. I feel that this company does not back or support their 90 day warranty at all and are ignoring my attempts to contact them in order to try and put my issue past the 90 day warranty.Desired Settlement: I feel that this company has a responsibility to stand by their 90 day warranty as promised by the warranty card they provide with their product, and should be easier to contact vs. just having a e-mail address that they do not obviously respond to. I expect a replacement battery and charging cord as the one I have no longer works. ,

Business

Response:

Dear Revdex.com Officer,

Review: this company's product Blew Up and almost caused serious physical harm to myself And the individuals around me at the time of the incident.

Regardless of the warranty , they built and sold me a faulty product that in slightly different circumstances could have lead to irreversible damage. Wouldn't expect Negligent behavior by a representable company . I would expect them to stand by your product .

the 50W Istick Eleaf EXPLODED inside a vape store in my friends hand. I had sent them the S/N [redacted] and proof of purchase. all I wanted was a replacement. and they refused.Desired Settlement: to be sent a replacement or better version of this product . and to speak with someone from there company on the phone about what happened and how they dealt with my situation.

Business

Response:

Dear Revdex.com

officer,

Joyetech USA

is one of many Joyetech product distributors in U.S, All Joyetech

products directly purchased from Joyetech USA's official online store (http://www.

joyetech.us), except consumables and rebuildable products, are covered by

warranty for a standard 90 days from the date of purchase ("warranty

period").

Joyetech USA

warranty responsibility is limited and separated from the manufacturer. If the

customer did not purchase from www.Joyetech.us, please contact the local store

that the customer have purchased from for warranty.

we checked

our retail online sale data base, we didn't find any purchase order with Mr. [redacted]. Our customer service

representative called Mr. [redacted],

find out that Mr. [redacted] bought his eLeaf 50W in a local store, our CSR explained our warranty policy. Mr.

[redacted] should go back to the local store where he purchase his device, get

warranty from the local store.

Best Regards

Joyetech USA

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

so based on what im readying. the company isnt going to stand behind there product? and they can care less of the safety of there customers while using there product? I am outraged that this is how they do business. regardless of a warranty I would like a FULL complaint filed against there company and there products . and I want everyone to know that there products BLOW UP IN PEOPLES HANDS AND THEY DO NOT CARE.

Review: On September, 14th I placed an order for the E-Grip CL base and a 5-pack of Ego One atomizers. I received my shipment on September 17th. When I opened it the atomizers and the CL base were in the package, along with o-rings for the base. However, the white silicon caps that go on top of the atomizers were missing. That same night I called and spoke with someone who seemed confused about what I was talking about and eventually said they would ship them out that next day after I continued to explain. On September 22nd I had not received a package and had not heard anything. So, I called again. The person that I spoke with said they had no idea about the previous phone call. So I explained my issue again. They, again, were absolutely confused about what I was talking about. I continued to explain and just like the last time, he said they would send them out for me. I asked for a confirmation email this time and received it that night. On September 25th I received an envelope containing various sizes of o-rings that were not packaged in any way, just loose in the envelope. By this time I was understandably irritated because I have not been able to use my e-grip and have spent $30 on things that I cannot use. I proceeded to call support again and the person I spoke to was again, confused and had no idea what I was talking about. He told me that he would issue a return and proceeded to email me a prepaid return label then hung up. I returned my items a few days later. On October 5th I was emailed a receipt for a refund, but it was not the total amount. I was charged what was said to be a 15% restocking fee however I was only refunded $19 of the $30 that I paid. This is not 15%. I called to ask what was going on and was again told there were no available manager. I explained my situation but the man on the phone only said that I was being charged a 15% restocking fee. I asked for him to leave a message for his manager to call me back and he hung up.Desired Settlement: I would like a FULL refund of the total that I paid for the order, including the shipping. The service that I have received has been awful and I want an apology for how I have been treated. My order number is [redacted] and the return should be for $29.14.

Business

Response:

Dear Revdex.com Officer,

Review: I purchased an istick device that was defective, making buzzing noises was in fact electrocuting myself and causing bodily harm. These devices are known to at times literally explode so I was very concerned and returned this to joyetech USA to get it replaced.

I did so and on April 2nd [redacted] emailed me the following:

"Please send the malfunctioning device to [redacted]8 and once we receive the part we will repair it as soon as possible. if we cannot repair, we will replace. Also please include this email inside and direct the package to Returns. "

I returned it to them and paid the return shipping to go through the warranty process. I was then contacted by their very rude rep [redacted] nearly 3 weeks later that they were going to return the device to me because they found nothing wrong with it. I informed her what was wrong with it and realized she did not even inspect the defective device as she only noticed the problem when I was on the phone with her.

She informed me that Susie no longer works there and they had changed their return policy earlier that month, this has nothing to do with me since I returned it before they changed their return policy and already have proof that they were going to either repair it or replace it as was agreed upon.

On April 28th I was contacted by [redacted] once again and was told I could either get the device repaired or get a replacement sent out to me. I requested they send out a replacement and she agreed to do so. I also spoke with their wholesale manager Kelsy who told me that my product would be replaced.

Instead I was sent the SAME DEFECTIVE DEVICE that I returned without any repairs done to it, even worse it was packaged so poorly that I received it smashed up and it does not work at all now.Desired Settlement: I want them to replace my defective product right away, packed properly, and with extra things for this month long inconvenience.

Business

Response:

Dear Revdex.com officer, Thank you for contacting us regarding Mr. Francesco [redacted] complaint with an assigned ID #[redacted]. We at Joyetech USA Inc. are very appreciative of each of our customers, and value all of our customers'satisfaction as our first goal.After investigation of this case, according to our record, our technical support team did test the iStick and confirmed it was not defective. In order to retain the customer's trust, we still decided to send the customer a replacement; however, our customer service representative mistakenly sent the original device back to the customer. On May 4th, our general manager was notified of this once we received this complaint, and decided to send the customer a brand new device immediately as an apology for any inconvenience this matter caused Mr. [redacted]. We expressed our sincerest apology to him for sending the wrong item and for the damage caused during transit. Both our general manager and customer service supervisor double checked the package and confirmed it was packed properly with a brand new iStick before our warehouse shipped the package out. Unfortunately, the customer is still unsatisfied with our good faith effort to resolve the complaint: on May 11th, he claimed that the new device he received was scratched and was not "brand new", and refused to send the original "damaged" item back though we had provided him with a pre-paid return label to do so. In addition, he emailed us two pictures of the "damaged" product and the "scratched" product, which we attached in this letter as well. However, according to the pictures, both products seem new and undamaged. At this point, it is difficult for us to take further investigation for the devices if the customer refuses to cooperate with us. We hope the customer could respect all the efforts we have done for retaining his confidence and good faith.We at Joyetech USA Inc. treat every customer's need and satisfaction as our first priority; however, the mutual satisfaction could hardly be achieved without the customer's cooperation. We do hope Revdex.com could have a fair judgment regarding this case, and help us with it.Sincerely,Customer Service DepartmentJoyetech USA Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have been extremely cooperative with Joyetech USA and agreed to their resolution when their manager [redacted] reached out to me, however Joyetech Vince are being deceptive and shady.

First time I ordered from this company there were no issues. The second time, my complete order was "lost in the mail" even though the US postal service shows it never left the facility. They were sold out of my order and had to replace it with a different option. Even that option was not what I received and not in the time I was told it would arrive. The third time I ordered, my credit card information was stolen and used to make $1,500 in attempted fraudulent charges, the moment my order left the facility. DO NOT ORDER FROM THIS COMPANY. There are many other secure options out there.