I own a PAX 2 and a PAX 3, both of which I love. I recently purchased a "PAX-Mini" which is a smaller version of the PAX 2 and 3. I received it and was not able to get it to work. I am an experienced PAX user, so I'm familiar with all the techniques to get the best vape experience. I contacted PAX customer support, and they sent me a video with instructions for changing the temperature. Only problem is that the PAX mini does not have temperature controls. They sent a video for the PAX 2 and said it's the same steps. Clearly their customer support team doesn't even understand the product they are supporting. PAX's own website says clearly there are no temperature controls for the PAX mini. You cannot get a refund from PAX if you have opened the device and customer support is useless. I asked to speak to a manager and the CS person said there are no managers - yeah right. So I bought a $150 paperweight. Very disappointed PAX!
After owning the PAX 3 for over a month now, It continues to not produce any vape. I have done troubleshooting with the company, and instead of helping me, they claim that my CBD product is too dry, even though I have vaped it through a Mighty+ and there is plenty of vape! They are also extremely particular about how you grind your product and pack it into the device, and also how you draw air through the device. If you are going to purchase a PAX 3, you might as well flush your $200.00 + down the toilet. At least you will have the pleasure of watching it swirl around before it goes into the sewer pipes! This product is a piece of garbage and the customer service sucks! They do not even provide a phone number to reach them on the website. You have to submit an online form and wait for days before anyone will contact you. Do yourself a favor and spend the extra money and buy a Mighty or Mighty+. The PAX 3 is a useless piece of junk.
I ordered a pax 2 and it was shipped out on sept 14. Pax order 1570540 was delivered to the wrong house or porch pirates got the package. I have sent several emails to find out what to do. I have not gotten any response yet. hopefully someone can help me out on this problem.
Hello, So sorry to hear about the continued troublesWe do not send any previously used or refurbished devices to anyone for any reasonJUUL is sold as a starter kit, but warranty replacements are the device only, which is sent in a sealed plastic bagAlthough the replacement is the device only, it is a brand new never used deviceI see that Ana has been in communication with one of our support agents today, as of this morningWe will follow up and troubleshoot the new issue, and issue a warranty replacement if needed
Dear Sirs, Unfortunately as the customer purchased product through a third party retailer we are unable to directly credit his purchase As indicated by the customer, however, we have offered to provide replacement goods if he would care to send in the item purchased using the pre-paid postage we have supplied He can send his shipment to us by giving it to his [redacted] carrier, dropping it in a blue collection box or at any post office Sincerely, The [redacted] Disputes Team
We are happy to help [redacted] with any issues that he may be having with his device, as we stand behind our products and serviceHe can contact us by phone at any time for assistance and we have representatives standing by to take care of any needs he may haveOur team can be reached at 855-509-JUUL (5885) and we will gladly assist him at any timeWe look forward to hearing from [redacted] and have left a voicemail message for him as well offering assistance
Bought a brand new Paxfrom their website in mid Nov...first,the site said they were in stock...then someone called,a week later to say the one I wanted was out of stock so I ordered another color that arrived yet another week later!Much to my chagrin,it DID NOT WORK!Have been trying to get a response from what they call customer service...but no contact!They won't publish a customer service phone number and won't answer any of numerous emails I've sent them.This company either has the most terrible customer service imaginable or they are a total rip offf!
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 meSincerely, [redacted]
We have contacted the customer (**) and resolved the matter by phone and we have agreed to replace her device with a brand new one as covered by our warranty We provided her with a prepaid shipping label to return her current device to usI apologized to [redacted] for the delays she experienced and reassured her that we only want the best experience for all of our customersOur customer service team has been working harder than ever to get back to all of our customer service emails and this is definitely not the way our warranty process is handledWe stand behind our products and service, and our reputation is being known for both the quality of our products and how much we care about our customersWe provide a year warranty with every device that is purchased through an authorized dealer, and we will always honor our commitment [redacted] case has been resolved and she has expressed her satisfaction in knowing that we will always be here to help if she needs it
Hello, As of [redacted] the customer has sent their device in to us for repair or replacementOnce received, we will either repair or replace the device The tracking number for the postage we provided for the return is USPS: [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 The business quickly got in touch with me and took care of the issue Hopefully they are hiring more customer service help to prevent this situation from happening to others Sincerely, [redacted]
We appreciate your interest in JUUL, and we look forward to servicing the many retailers who wish to carry JUULAs our supply capabilities increase we can begin taking on new customers and shipping additional productI'd encourage you to contact the JUUL dedicated sales team at [email protected] to discuss your account
Complaint: [redacted] I am rejecting this response because: Your web sights for JUUL & PAX Pros neglects to list any number for customer serviceIf your company actually cares it would research how many INCORRECT phone numbers are listed online for themI have now two numbers given for your customer service departmentEither [redacted] or [redacted] is correctI have received my PAXreplacement and my original issue has finally been resolvedMy rejection is because your company does not provide the phone number to paying customers who want to contact you when they begin the semi nightmare of the support ticket black holeIn a prior email on [redacted] I requested the name of who is your director of customer service relations so I may write a complaint letter to themI have yet to be directed to who is actually in charge of that departmentThe main reason for my rejection is so others may find these phone numbers to contact your customer service department and not waste their time like I have filing Revdex.com complaint.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: my application got approved back in march or April and I am still in your waiting list for the next wave of retailer shipment while you keep selling products through your website on a regular basis so why can't a retailer gets his shipment on time ? And it doesnt take any big company like yours moths to send products to a retailer when you know a retailer can grow your business much faster than your own websiteAnd I don't mind being in waiting list but it's hurting your own brand and product because if a customer comes to us to buy juul and since we don't have it we have to offer them the similar product like myVon erl, my jet etcSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did not keep the leaking (dirty oily) pods so I can't send them to you (nor should I be required to), I want to receive my money back if not from you than from the retailer , if that is not an option you can send me a pack of pods instead, you lost a customer today and I'll be your worst "advocate"Sincerely, [redacted]
Hello, A member of our customer service team reached out to [redacted] on 9/to discuss the issues with the device [redacted] agreed to send in photos demonstrating the problem and the serial number of her device, however she was going on a day vacation and said she'd send the photos and information after her tripThe case is still pending in our system, awaiting [redacted] 's response
The Pax was advertised to have a year warranty when I bought itNow, only a few years into this warranty, my device no longer has functional temperature settingsI submitted a support ticket with all the required info and double checked everything to make sure it was 100% correctI waitTwo months later I still don't have any email from themI submit another support ticketStill no response at allI feel like I was sold a product based on it having a good warranty but here I am trying to use that and they are radio silentI've even messaged them on twitter a few times but no responseUnbelievableI've never written a complaint in my life here but this time I really feel that it is necessary so others don't fall for the same lie that I did
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] if you can not replace I would like a full refund I purchased a new product and would like to exchange it I really don't care what your policy is and if you can not exchange a new product that was defective then please issue a refund
We have spoken to this customer and have agreed to assist him with his warranty claims and will happily inspect his device as neededOur product comes with a year warranty and we require the customer to send the device in for inspection to confirm the problem the customet is claiming before providing a brand new unit We have also agreed to pay the shipping charges for thr package and have sent the customer a prepaid mailing label The customer has refused to cooperate with our effort tto troubleshoot the issue by phone, as we explain to him how to correct what is taking place Based on his description of what is happening, this is a case of user error and can be rectified with our tech team with a simple phone call The customer has also refused to send the device into us for inspection, therefore not giving us the opportunity to confirm the problem is taking place We are unable to assist this customer with a replacement device until he sends his current one in for inspection, as explained in our warranty coverage guide lines available on our websiteDevices are not replaced based solely on the customers claim of it not working, all units will require a detailed inspection to confirm the customers claims We have provided him with everything he needs to get his device in for inspection (including a prepaid shipping label to use) and once it has been received by our tech team, we will provide him with and update once we have confirmed there is an actually warrantable issue that required replacementThis customer has not been cooperative with our effort to assist him and has refused to follow our standard processNo exceptions will be made regarding this policy, and we have explained this to the customer on several occasionsWe find this complaint as frivilous and unnecessary, and have already agreed to help correct thisWe'll be awaiting the arrival of his unit by mail and will move forward once he decides to cooperate with our good faith efforts gappening,
Hello, So sorry to hear about the continued troublesWe do not send any previously used or refurbished devices to anyone for any reasonJUUL is sold as a starter kit, but warranty replacements are the device only, which is sent in a sealed plastic bagAlthough the replacement is the device only, it is a brand new never used deviceI see that Ana has been in communication with one of our support agents today, as of this morningWe will follow up and troubleshoot the new issue, and issue a warranty replacement if needed
Dear Sirs, Unfortunately as the customer purchased product through a third party retailer we are unable to directly credit his purchase As indicated by the customer, however, we have offered to provide replacement goods if he would care to send in the item purchased using the pre-paid postage we have supplied He can send his shipment to us by giving it to his [redacted] carrier, dropping it in a blue collection box or at any post office Sincerely, The [redacted] Disputes Team
We are happy to help [redacted] with any issues that he may be having with his device, as we stand behind our products and serviceHe can contact us by phone at any time for assistance and we have representatives standing by to take care of any needs he may haveOur team can be reached at 855-509-JUUL (5885) and we will gladly assist him at any timeWe look forward to hearing from [redacted] and have left a voicemail message for him as well offering assistance
Bought a brand new Paxfrom their website in mid Nov...first,the site said they were in stock...then someone called,a week later to say the one I wanted was out of stock so I ordered another color that arrived yet another week later!Much to my chagrin,it DID NOT WORK!Have been trying to get a response from what they call customer service...but no contact!They won't publish a customer service phone number and won't answer any of numerous emails I've sent them.This company either has the most terrible customer service imaginable or they are a total rip offf!
We've been in contact since this rejection and have settled the issue with the customer
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 meSincerely, [redacted]
We have contacted the customer (**) and resolved the matter by phone and we have agreed to replace her device with a brand new one as covered by our warranty We provided her with a prepaid shipping label to return her current device to usI apologized to [redacted] for the delays she experienced and reassured her that we only want the best experience for all of our customersOur customer service team has been working harder than ever to get back to all of our customer service emails and this is definitely not the way our warranty process is handledWe stand behind our products and service, and our reputation is being known for both the quality of our products and how much we care about our customersWe provide a year warranty with every device that is purchased through an authorized dealer, and we will always honor our commitment [redacted] case has been resolved and she has expressed her satisfaction in knowing that we will always be here to help if she needs it
Hello, As of [redacted] the customer has sent their device in to us for repair or replacementOnce received, we will either repair or replace the device The tracking number for the postage we provided for the return is USPS: [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 The business quickly got in touch with me and took care of the issue Hopefully they are hiring more customer service help to prevent this situation from happening to others Sincerely, [redacted]
We appreciate your interest in JUUL, and we look forward to servicing the many retailers who wish to carry JUULAs our supply capabilities increase we can begin taking on new customers and shipping additional productI'd encourage you to contact the JUUL dedicated sales team at [email protected] to discuss your account
Complaint: [redacted] I am rejecting this response because: Your web sights for JUUL & PAX Pros neglects to list any number for customer serviceIf your company actually cares it would research how many INCORRECT phone numbers are listed online for themI have now two numbers given for your customer service departmentEither [redacted] or [redacted] is correctI have received my PAXreplacement and my original issue has finally been resolvedMy rejection is because your company does not provide the phone number to paying customers who want to contact you when they begin the semi nightmare of the support ticket black holeIn a prior email on [redacted] I requested the name of who is your director of customer service relations so I may write a complaint letter to themI have yet to be directed to who is actually in charge of that departmentThe main reason for my rejection is so others may find these phone numbers to contact your customer service department and not waste their time like I have filing Revdex.com complaint.Sincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: my application got approved back in march or April and I am still in your waiting list for the next wave of retailer shipment while you keep selling products through your website on a regular basis so why can't a retailer gets his shipment on time ? And it doesnt take any big company like yours moths to send products to a retailer when you know a retailer can grow your business much faster than your own websiteAnd I don't mind being in waiting list but it's hurting your own brand and product because if a customer comes to us to buy juul and since we don't have it we have to offer them the similar product like myVon erl, my jet etcSincerely, [redacted]
Complaint: [redacted] I am rejecting this response because: I did not keep the leaking (dirty oily) pods so I can't send them to you (nor should I be required to), I want to receive my money back if not from you than from the retailer , if that is not an option you can send me a pack of pods instead, you lost a customer today and I'll be your worst "advocate"Sincerely, [redacted]
Hello, A member of our customer service team reached out to [redacted] on 9/to discuss the issues with the device [redacted] agreed to send in photos demonstrating the problem and the serial number of her device, however she was going on a day vacation and said she'd send the photos and information after her tripThe case is still pending in our system, awaiting [redacted] 's response
The Pax was advertised to have a year warranty when I bought itNow, only a few years into this warranty, my device no longer has functional temperature settingsI submitted a support ticket with all the required info and double checked everything to make sure it was 100% correctI waitTwo months later I still don't have any email from themI submit another support ticketStill no response at allI feel like I was sold a product based on it having a good warranty but here I am trying to use that and they are radio silentI've even messaged them on twitter a few times but no responseUnbelievableI've never written a complaint in my life here but this time I really feel that it is necessary so others don't fall for the same lie that I did
Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] if you can not replace I would like a full refund I purchased a new product and would like to exchange it I really don't care what your policy is and if you can not exchange a new product that was defective then please issue a refund
We have spoken to this customer and have agreed to assist him with his warranty claims and will happily inspect his device as neededOur product comes with a year warranty and we require the customer to send the device in for inspection to confirm the problem the customet is claiming before providing a brand new unit We have also agreed to pay the shipping charges for thr package and have sent the customer a prepaid mailing label The customer has refused to cooperate with our effort tto troubleshoot the issue by phone, as we explain to him how to correct what is taking place Based on his description of what is happening, this is a case of user error and can be rectified with our tech team with a simple phone call The customer has also refused to send the device into us for inspection, therefore not giving us the opportunity to confirm the problem is taking place We are unable to assist this customer with a replacement device until he sends his current one in for inspection, as explained in our warranty coverage guide lines available on our websiteDevices are not replaced based solely on the customers claim of it not working, all units will require a detailed inspection to confirm the customers claims We have provided him with everything he needs to get his device in for inspection (including a prepaid shipping label to use) and once it has been received by our tech team, we will provide him with and update once we have confirmed there is an actually warrantable issue that required replacementThis customer has not been cooperative with our effort to assist him and has refused to follow our standard processNo exceptions will be made regarding this policy, and we have explained this to the customer on several occasionsWe find this complaint as frivilous and unnecessary, and have already agreed to help correct thisWe'll be awaiting the arrival of his unit by mail and will move forward once he decides to cooperate with our good faith efforts gappening,