Up N Vape

Review: I made a purchase from the company more than 2 weeks ago (Aug 20), and per the company's shipping policy, I assumed that my order would be shipped out within 3-5 business days from the date of purchase. I communicated back and forth with the company (with the company taking 2-3 days to respond), with the last message from the company stating that my order would be shipped out on Sept 2nd. As of today, my order has been left unfulfilled and I no longer have any need or want of the product purchased. I sent a message to the company to fully refund my funds as they have gone well over their shipping policy, again with no response currently.Desired Settlement: I hope to receive a prompt refund of my funds as I do not wish to support businesses that do not stand by their policy.

Review: Hello:

I placed an order with Up N Vape on 12/27/14, totaling $19.97, charged to my credit card. They emailed me a receipt on 12/27 and a USPS tracking number on 12/29. To date, I have not received anything from them via mail. When I check the status based on the tracking number, it tells me that a shipping label was created on 12/29 and nothing more. I've emailed them several times and tried reaching them on the phone and have not received any response back.Desired Settlement: At this point I would just like my money refunded since Up N Vape has proven themselves to be an unreliable business that I cannot trust to purchase from or make a problem right.

Business

Response:

Hello. We have tried to contact you several times. We got one answer and was told the products were never ordered???? Please call us at [redacted].

I placed an order on 2-28-16. Today is 3-13-16. I left 2 voice mails and sent two emails with no response to either. on the third phone call she finally answered the phone and she did tell me that they were running behind and she would try to get my order out if not that day the very next day. I went to their website today to check the status of my order and the website has been temporarily shut down. so I'm not sure what to do now

Review: I order 3 types of e-cig liquid only received 2 upnvape claims they mixed on in with the other 2 I didnt want it mixed the way the prefer. I had wanted to try a small amount first before mixing it all now I dont like it and in stuck with there decision of mixture. Upnvape will not respondDesired Settlement: Replace my order

Business

Response:

To whom this may concern, [redacted] ordered our flavor enhancement which gets mixed into the eliquids before being shipped out. This is not something that gets put in its own bottle and shipped separately. When the flavor enhancement is ordered, the customers are supposed to put which flavors they would like the flavor enhancement added to. [redacted] did not read the full description on our website for this product which let's them know it is something we mix in with his/her product. He was just assuming that it came separately because he did not read the full information. I have attached a copy of what [redacted] ordered and you will see that it clearly states exactly what I am saying. We have never shipped this product separately. We only mix it in the e-liquid which the customer chooses. Please see attached pic. Thank you!

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.

Regards,

This company has made it clear that they are not going to resolve this issue nor do they stand behind their product.

Business

Response:

To whom it may concern, we offered to replace the order if the customer would just send the original order back to us. The customer responded back by saying that he threw it in the garbage. All sales are final on our website but we were willing to help Mr. [redacted] out if he could just send the original order back. Without the order being sent back, we can not replace his order. Also, he communicated to us through email saying to forget about it once we told him we will need the "defective" products back.

Review: I placed an order over almost two weeks ago. My credit card was charged but they haven't even sent the product yet. I've tried emailing them twice but can't even get a response. I've contacted my credit card company to dispute the charges for not having received my order.Desired Settlement: Either immediately send the products that I ordered or give me my money back. Is it even legal for a company to charge the credit card without completing the order?

Review: 3 times I have ordered from this company and 3 times the shipping has been longer than expected. They state they will process the order within 3 to 5 business days then ship via 3 day shipping. The first 2 times the processing was fine and receive a shipping notification via email. However it takes a week or more for them to get it to the post office. The 3rd time, it has been a full 7 days now and still not shipping notification. They do not respond to email inquiries and their customer service is deplorable. When you comment online, they argue with you stating it is the post offices fault. I have never seen it take a full week or more from the time of printing the shipping label for it to enter the postal system. Perhaps if they are a growing company they need to hire someone else to just handle shipping and handling. Or perhaps quit internet ordering until they have their process in order and can effectively meet demand.Desired Settlement: I want to cancel my most recent order and get a refund. It has been 7 days now and no word on the processing. Just want to cancel the order and get a refund. I cannot believe that they actually charge the card prior to processing. Most companies will not process the funds until the order has shipped.

Business

Response:

To whom it may concern,We have currently been in the process of moving our company to a larger location so we can hire more people. Dewey's order has already been shipped and we do apologize for the little bit longer waiting time. However, as far as refunds go, we have an all sales final policy that states this on our website.