Not abiding by return policy, Zero customer service
I placed a first time order with this company in March 2024. The order was for a mod box starter kit from Smok and a couple packs of coils and some batteries. The mod box is defective right out of the box with electrical issues and errors. The tank also leaks right out of the box. I also had to pay a fee for "adult signature service" and it was delivered, just left at my doorstep with no signature required. I put in a refund request for the defective unit along with the coils and stated I wanted to RETURN both the starter kit box and the two UNOPENED packs of coils. The company has essentially been stringing me along into April now, nearing their 30 day return period. The responses to my initial request for refund through their website form basically went ignored at first. I started sending follow up emails and finally got an RMA form but it was for an exchange, and only the starter kit was listed. I've repeatedly asked them to correct the form to a refund as well as include the two UNOPENED packs of coils. Their return policy states they don't take returns on OPENED packs, mine are not open or touched. I've sent subsequent emails persisting in my request that they update the RMA form properly as their return policy also states that you must have one included or basically they won't refund it. Also they refuse to provide a return shipping label and instead state that they'll require me to pay shipping back to them and then they'll supposedly refund the shipping charges I had to pay "if the unit is defective". So basically they sold me a defective SMOK mod box and a tank that leaks horribly and yet they've done nothing but give the run around. I'm now having to escalate this to the BBB and State Attorney General's office because they simply play games with non responses on updating the RMA form so that I can properly return the broken unit. Absolutely horrible company to deal with, and after my first time order, I'll NEVER order or recommend anyone else order from this company either. Go literally anywhere else.