Lotus Vaping

To Whom it may concern, We have received your letter in regards to Revdex.com complaint ID: [redacted] The order that was sent to the customer was incorrect which was our faultIn the communication with the customer we had received a request for refund on 08/21/if the order had not been sent outThe refund has been processed for the total amount of the order We pride ourselves on excellent customer service and making sure that our customers are satisfied with not only our products but the confidence and knowledge providedWe are always working towards improving our processes and the customer’s experience

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
While the company has stated the device has a month warranty, this was not the case when I initially purchased the unit from an authorized reseller in my areaI have found a few other instances of the advertised warranty period of one (1) year near my time of purchaseIt is my understanding that the warranty period be honored as was advertised at time or purchase, and not the changed shorter warranty period that is currently being offered.Even though they claim this unit has built in safety measures to keep damage from happening to both the unit, and other property, an electronic cigarette firing unwanted for ten (10) seconds still has the potential to cause great harm to the user and their propertyI have personally seen this devise set fire to the connected atomizer in less than the ten second cutoff.Obviously this is not a desired function of this device, and is quite unsafe
Regards,
*** ***

We received your letter in regards to Revdex.com complaint ID ***The device that the customer purchased comes with a month warranty as was advertised on our website at the time.
Nowhere within the warranty does it state that the warranty would renew with a replacement
When the customer contacted us we explained that the device was outside of the warranty time frame and apologized for the inconvenience, and for any misinformation they may have received
While we share the customers concern for making sure the device they purchased works, we have ensured brand new devices with each replacementCustomer service shows replacements were sent to the customer within the month time frame
We are unable to provide a replacement for the customer as the device is outside of the warranty time frame and it had been months since the last replacementWe are also unable to provide a refund for the customer as the device was not purchased directly from usThe customer is welcome to contact the original point of purchase for a refund if they choose.
Thank you for your time
--
Julie B***
Lotus Vaping Technologies
toll free
fax -
www.lotusecigs.com

To Whom it may concern,
We have received your letter in regards to Revdex.com complaint ID: ***
The charges in question by the customer were preauthorization holds on the card and or account and were not fully taken out of the accountWe are showing that on the date in
question the card was declined times and no order was placedWe spoke with the customer around the date and informed them that we did not see anything charged and that we would look into the issue further.
We have researched and verified with our accounting that there was nothing charged or taken from the customer's accountAt this time we are not showing that anything was charged to the customer and we are unable to refund due to that factWe would be happy to provide any additional information if requested if needed

We received your letter in regards to Revdex.com complaint ID [redacted]. The device the customer purchased is advertised on our website as having a 6 month warranty with proof of purchase. Here is a link to that page: http://www.lotusvaping.com/mods/jelly-fish-box-mod.The customer...

was educated of this when he contacted us. The customer did not purchase the device directly from Lotus but rather a separate retailer and was misinformed about the warranty length. We apologized to the customer that he was misinformed and provided him with a code for 30% any purchase on our website as a solution.While we share the customer’s concern for safety this device has built in features to prevent the device from overheating by shutting off. This is explained in the owner’s manual on page 8.We are unable to provide a replacement device for the customer as they are outside of the warranty time frame. The customer is welcome to contact the retailer that he made the purchase from for any options they may provide but as the manufacturer we will not be replacing his device. Thank you for your time. [redacted]Director of customer service

To Whom it may concern,
 
We have received your letter in regards to Revdex.com complaint ID: [redacted]. The order that was sent to the customer was incorrect which was our fault. In the communication with the customer we had received a request for refund on 08/21/16 if the order...

had not been sent out. The refund has been processed for the total amount of the order.
We pride ourselves on excellent customer service and making sure that our customers are satisfied with not only our products but the confidence and knowledge provided. We are always working towards improving our processes and the customer’s experience.