Joyetech USA Inc

Review: I purchased the eVic Mini VTC vapor from a store located in a mall on November 11, 2015 for a Christmas present. A week after Christmas, the charging unit broke inside the device. I informed the store I purchased it from and they said they do not honor refunds or exchanges and that I would have to contact the company. I followed the information on the warranty card and went to Joyetech.com. From there, I sent several emails. I have not received a response. Joyetech offers a 90 day warranty, but does not answer emails, provide a phone number, or supply information to return product for repair or other; they just ignore. I am extremely disappointed in the product and the company. They should honor their warranty. Furthermore, it appears they have problems with the charging element and should address them instead of manufacturing more faulty ones. Joyetech.com us or Joyetech.com should honor warranty and fix or provide me with new device or full refund.Desired Settlement: I would prefer a full refund since I have purchased a different vapor. I will be happy to send the device to Joyetech with copy of receipt.

Note: if refund is not an option, I would like a replacement.

Business

Response:

Greeting Revdex.com officer:

Review: After purchasing an eVic VT piece December 15th, we have had nothing but problems with the piece overall. The charging port doesn't allow the micro usb to stay in place, the battery life (advertised as over 3 days charge) lasted less than a day. It was advertised that charging the piece would take about three hours. It took 6-7 hours to complete the charge. I emailed joyetech 1/5/16 about my concerns with the piece and the charging problems, and didn't receive a response until 1/14/16. They sent a form. I filled it out and sent it back 3/5/16. During this time the entire unit stopped holding a charge. They replied on 3/4/16 asking if I had the receipt. I wasn't given the receipt from where I purchased it, so I asked if I could send the bank statement with only the transaction taking place. They replied at 3/6/16 and said that if I didn't have a receipt I was not able to be helped.Desired Settlement: Seeing as I have tried multiple times to ask for assistance with this matter, and it has yet been considered, I would like the refund of the purchase price. The company hasn't heard my concerns that this piece is a "lemon" and not willing to help.

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/Mrs

[redacted]. Our customer service representative called Mr/Mrs [redacted],

find out that Mr/Mrs [redacted] bought his/her eVic VT in a local

store, our CSR explained our warranty

policy. Mr/Mrs [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.

Unfortunately. the place that I bought the piece from has a strict no return policy, and when asked about the faulty product, they referred me to your website to resolve my issue. This is JoyeTech's product, and I followed through with my warranty information, and I gave you all the information needed. The company didn't help. I feel as though I spent $80 on a piece that literally fell apart (the charging port dislodged from the entire piece) after 2 1/2 months is not a good product. JoyeTech should accept responsibility and my willingness to cooperate with them and refund the money I put in. The piece doesn't work. I'm disappointed in the company and their help.

Regards,

Review: First, before rather than American, please understand English is not goodIt is not even American, why I send this, by a site, is because it affected too many people[redacted]However, here in the people of the damage and continue to trade while not take any kind of Na measures will have occurred to continueI also in Korea for Korean people, through here was trading, is the dozens of people card information was leakedUnauthorized card my card information is missing, I have received damage of the $ 600I is not even an American, where at others you have ordered, but also cards that were damaged and has been shipped already been resolved through the card companyIt is because to prevent the other person for basic useless site operated suffer damage to such declarationBy thorough investigation, please another affected area An'naogeThank youDesired Settlement: Security of the site issued a corrective instruction to this site becomes strengthened, I hope that the other victim does not appear

Business

Response:

December 18, 2014 Dear [redacted] First and foremost, on behalf of Joyetech USA, we would like to sincerely apologize for any inconveniences this incident may have caused you. The president of Joyetech USA was notified shortly after the first fraudulent complaint occurred. Immediately, he instructed our IT/SEO team to fix the problem. Money was not a concern. The main focus was to resolve the problem as soon as possible. The first proposal, from the IT/SEO team, was to contract McAfee to scan our site. The cost for this project was $30,000.00USD. Our president approved it instantly. As time passed, more and more complaints came in. We approached the IT/SEO team to get a status update. At the time, they were "looking for lower cost solutions". Every week, more complaints came in and seems like the IT/SEO team was not able to resolve the problem. We can't understand why the IT/SEO team would not work with McAfee, they were also not following our president's wishes. Finally we decided to layoff the complete IT/SEO team. Now Joyetech USA is outsourcing our IT/SEO department. We also took new measures to build a new website from scratch, moved the website to a new hosting company and have contracted a web security advisor. We here at Joyetech USA are very appreciative of our consumers and will take any necessary measures to protect the confidentiality of our consumers information. Please rest assured this issue has been taken care of and will not occur again. Thank you very much Sincerely, [redacted] Joyetech USA Marketing Manager

Review: I bought one of their eGrip product few months ago and after receiving my order, within 4 days, it's stop charging and thing inside where you put USB cable came loose and fell apart. So I called their office based in Irvine, CA and dealt with one of the most horrible and rudest customer service person on this planet named Susie Gonzalez. after my call , she said she will send RMA form, which never did. so I called again and again, and finally I received RMA form.

After sending a form in email, they asked me to send my device for repair. Once I shipped my device, after a week I called them to check see if they have my device. I provided my tracking which clearly shows that it was delivered in their mailbox. They denied that they have no record of my package. again, I am dealing with the same ruder customer person, and talked so rudely and will treat you like a piece of crap, and keep saying over and over that they have no record. Not only she is incompetent, she hung up on me. She used " *" word on me twice. When I asked for a supervisor , she asked for my number but never heard from her again. well long story short, after calling a month or so, I gave up and bought another device from different company. rest assured, I will never buy or recommend to anyone to buy joyetech product . Not only I lost my device , the way I was treated, no human being deserved to be treated like this specially when your one of the customer.. If nothing else, I guarantee this -- I will post as many reviews as I can on every website about their crapy product and worst customer service ever.. here is my questions to them :-- Is this a real legitimate company or run by one person from their bedroom ? Any professionalism you guys have?How can you have any person in the office who provide this type of customer service and use " * " word over the phone to a customer?Don't you have any HR person who can take action?Most of all, Do you have a supervisor?

Hope you will learn a lessonDesired Settlement: Product and a customer service can make and break the company. I gave up on them so nothing is required in return.

Business

Response:

Dear Valued Customer,

Review: Have a defecftive elctronic device! The company that does the repairs had me take device back to where I purchased the product and have them check it out to see if it was indeed have a problem! The salesperson spent qi

Quite a bit of time on this to make sure it wasn't something I might be doing wrong! It wasn't me the device did the same for her and that is when the device was ignited to produce vapor the battery got dangerously hot, an produced extremely hot liquid fat burn my lips. and recommended that it be sent back on Joyetech warranty as the company I bought it from does not give refunds. on several argumentative emails with joyetech I asked for a refund but they ignored my request and ask me to mail to their Irvine address. As of todays date and a few request later I got an email stating they got my email today and will get back with me after some research! Not only do I not trust this product but am discussed in the manner they conduct business and they should consider a saftey factor and ask China for their money back! Why should I have to wait!Desired Settlement: After several emails, phone calls, traveling to the store were merchandise was purchased and even verified my electronic device was defective and possible danger Joytech had me mail product to them but someone from the company called and said they found nothing wrong with the device but have not recieved it back no return phone calls I've made to them or even emails sent! I had requested a refund awhile back when I couldn't get proper help! I owned the device 1 week and had only used it twice and knew something was wrong! I would like a refund because I don't trust the device now and there has been dangerous results with these types of devices! The purchase date was 3/21/2015 . I have saved emails and phone records

Business

Response:

Dear Customer,First of all, we Joyetech USA Inc. would like to sincerely apologize for any inconveniences this incident may have caused you. Our technical support team tested the eGo One tank you sent us and confirmed it was not a defective device. According to our terms and conditions, unfortunately we do not issue refund forany item purchased from a third party retailer. However, we failed to follow up with you regarding your return and exchange request, since the customer service representative who handled your return request was no longer with Joyetech USA Inc..Per the conversation with you over phone, in order to express our deepest apology and to retain your confidence and good will, we've sent you a new device, and hope you will receive it soon and enjoy it. Thank you for bring this to our attention so that we can continue improving our customer service quality to achieve higher level of satisfaction. Nothing is more important than regaining your trust. All of us here at Joyetech USA Inc. will continue to provide you with a satisfying experience you have come to expect from us. Should you have any questions or comments, please do not hesitate to contact us.Sincerely,[redacted]Customer Service Department Joyetech USA Inc.

Consumer

Response:

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!

Review: On 9/17/2015 I purchased an EVIC VT from a local retailer. After one week of use I began having issues with the product. The tank that comes with the product (The EGO One Mega Tank) began leaking. The coils that were specifically made for it also would come detached from the base. Also it began to come out of the settings it was placed on or would not read the correct settings. I would place a new coil in the device and have it at the instructed or recommended settings and it would begin lowering the resistance of the coil that was in the device. I was using the Joyetech brand Nickle coils (.2 ohm). I would have to unscrew and screw the tank back on before the device would work at all. Then after approximately 2-5 minutes of use I would have to repeat this process over again. We have attempted to contact the retailer from which we bought the device who stated they only have a 48 hour return policy and recommended that we go through the manufacturer to receive a replacement. The manufacturer has a 90 day warranty in place which by what is stated on their website is not voided (ie we haven't had water on the device or misused it etc). The Retailer explained that these problems stem from a manufacturing issue. When attempting to contact the company by email we have received no response. It has now been one week since the original request was submitted through their website form. And without a Return Merchandise Authorization I am unable to resolve this issue. I was sold a faulty product that was not ready to be placed on the market and have received no assistance in resolving the issue and have had an extremely horrible customer experience.Desired Settlement: I would like either a functioning EVIC VT or a comparable product of equal or lesser value of my choice.

Business

Response:

Dear Revdex.com officer,

Review: I placed an order on Friday February 20th on eleafus.com for a lemo rebuild able atomizer for a birthday gift for a friend . My delivery information didn't get filled out after I placed the order. I don't know if it was a computer error. I email the company to tell them my address, the email was resent back to me as an "unknown email". I called the customer service number to double check if they got my order and to clarify my home address. They said they fixed it and the product will be sent that day. On Tuesday (feburary 24)I got an email from eleaf.com telling me a package was sent today with a tracking number provided. Even though they told me it was sent Friday February 20th. This morning (Friday February 27) checking my tracking for an update it said package was returned to sender because full address was not printed on package. I called customer service back and the lady was very rude. She said you have to wait til we get the package back and resend it. I told her I call with my address and the lady I spoke too last Friday said it was set. She responded "I can't help with that" I told her the product is for a friend for his bday. She had no responds. I told her to cancel my order, she said okay and hung up on me.Desired Settlement: I want them to send my product right away or refund right away. Or send product with extra things for the inconvenience.

Business

Response:

Dear Sir, Thanks for your email. First of all, I would deeply like to apologize for the inconvenience that have caused to the customer by our company. We value each and every customer very highly. It was just simple misunderstanding between [redacted] and one of our customer Rep. We take customer service very serious and that’s always our number one priority from the day one. We have already talked [redacted] over the phone and have resolved the issue. We have refunded the money for the inconvenience as well as have sent free promotional item to retain him as a customer for all his future business. Should you have any question please kindly email or call anytime. Thank you, [redacted]Joyetech Customer Service[redacted]

Consumer

Response:

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. I'm happy with this final outcome and I wou like to close this case.

Regards,

Review: I ordered two of the iStick 50w batteries and they worked fine for 3 months but have now began to auto fire on their own. [redacted] has discontinued this model due to this issue. I have contacted [redacted] and Joytech in every way that I have found to and they will not do anything to correct this problem with the devices. A simple search of my issue found thousands of others with the same problem and it was even enough for the company to stop selling the device. The auto firing malfunction is a serious danger and hazard that the company is aware of but refuses to acknowledge.Desired Settlement: I have enjoyed the [redacted] products while they worked and would like a replacement. If that is not available, I would like a full refund.

Business

Response:

Dear Revdex.com Officer,

Joyetech USA Inc is one

of many Joyetech distributor's 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"). Our

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

did not purchase from www.Joyetech.us, please contact the store that you have

purchased from for warranty. more detail please refer to http://www.joyetech.us/warranty-terms.

Furthermore, [redacted] did not discontinued this iStick 50W, this

model still selling on http://www.[redacted]us.com/istick-50w-variable-wattage-device.html.

As Mr. [redacted] indicated in his email, he brought his device from

a local store, Our customer Service

Representative emailed Mr. [redacted] explained this circumstances, we also left a

voice message to Mr [redacted]'s cell phone, if Mr. [redacted] have any further

assist we are more than happy to explain.

Regards,

Joyetech USA

Review: iSmoka,Recently I have spoken to a Mrs.[redacted], your USA distributor from eleafworld.com, and she failed to bring up the reason for my eleaf ibattery isn't compatible with your MELO atomizer that I purchased from eleaf.com. After repeatedly refusing to look at her own website to confirm the information she was telling me, which contradicted what she was saying. She also repeatedly refused to refund my unusable MELO atonomizer because I bought the eleaf battery from another distributor of yours. I was asking for a refund for the MELO atomizer, eleaf silicon case, and 5 atonomzer heads at the final purchase price of $55.92. The links listed below state the battery's voltage range of 3-5.5v, which I based my purchase off of, and no where lists it's not "sub ohm" capable. Using Ohms law proves 3-5.5v at 0.5ohm is plenty capable. What is not listed on the first website and only website in the United States for your product is the software capabilities of said product. Especially given the battery has the same storage capacity of 2200mah as your 30w. Also the MELO link states it's capable of working within 20-30w. No where on either page does it state that the OEM manufacturer's same capacity battery is not compatible because of software limitations. Before I go to through the effort of legal action. I request you talk to Mrs. [redacted] and ask her to refund my unusable atonomizer, atonomizer heads, and silicon case. Talking to her has only made sure my friends, colleges, and myself will never buy or recommend another iSmoka product. Also I will file a complaint with the Revdex.com (https://www.Revdex.com.org/consumer-complaints/file-a-complaint/get-started) both eleafworld and iSmoka as soon as tomorrow expires. I will do so everyday until I get a response from you, or the Revdex.com. I find this lack of respect toward a customer unacceptable, and now feel cheated in every definition of the word. In other words your main distributor has misinterpreted your product, and is now refusing to reimburse those they have lied to. Then gave me your name as well as email to pass the burden off to you. This now directly reflects on you and your company.Please look at these links:[redacted]lPlease highlight the areas of working range for Mrs [redacted]. She obviously doesn't believe enough in your product to look up either products listed specifications when questioned. Her only response was "I'm at lunch and not in front of a computer." If no response is made by the end of business tomorrow 04/14/2015 it will be understood that you as the OEM believe in your product as much as your distributors.Respectfully,[redacted]Desired Settlement: I repeatedly asked for a refund but was denied by the direct distributor of ismoka products. Then I was given the email [redacted]@ismoka.com to contact. Unfortunately it was sent back as an unregistered email address. Please help. All I want is my ~$58 refund.

Business

Response:

Response to Customer Review:[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.

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.

Review: I ordered two items from Joyetech. Neither item that was shipped was the item ordered. I immediately noticed one of the items was non-conforming, but did not notice the other item was non-conforming until I had already opened and used it, as the difference between the item shipped and the item ordered was more subtle. I returned both items to Joyetech, and they refused to refund me for the order and shipping. They eventually issued a partial refund. The order total was $57.13, which included shipping of $7.15, the item I immediately recognized as non-conforming of $29.99, and the item I didn't immediately discover to be non-conforming of $19.99. I was refunded $48.56, which was the original total minus a 15% restocking fee. The restocking fee was applied to both items as well as shipping.Desired Settlement: Because this was a result of the seller failing to ship not just one, but both conforming goods, I would like a refund for the remainder of the original amount I paid, $8.57.

Business

Response:

Dear Revdex.com officer,