lighterusa.com

Hi there, I am incredibly sorry for the frustration this has caused you. It is clear that we missed the mark.. That is not the level of service we aim for, and I completely understand why you feel ignored. We want to make this right and look into exactly what went wrong with your experience. Since we don’t have your name or order details here, could you please reach out to our customer service team? We would appreciate the opportunity to speak with you and find a solution that works for you. Thank you for bringing this to our attention.

We are sorry to hear about your experience and would like to clarify the details of your order. According to USPS tracking number 9400150206217501629750, the package was marked as delivered by the carrier. The shipment was sent to the exact address entered at checkout. We do not alter, modify, or change shipping addresses unless a customer directly requests it prior to shipment. Once an order is processed and shipped, delivery is handled by USPS. If a package is believed to have been delivered to the wrong location, USPS is able to verify the GPS delivery scan and confirm where it was physically delivered. This information can only be released to the recipient upon request through their local post office. We have not ignored your concerns and are always willing to assist within carrier guidelines. However, when a package is marked delivered to the address provided, the next step is a carrier investigation. We understand how frustrating delivery issues can be and encourage you to contact your local USPS office so they can provide the exact delivery coordinates and further clarification.

We’re truly sorry to hear about your experience and understand how disappointing it must have been to open a gift and find that it was not working as expected. As outlined on our website, we do have a 14-day return policy, which begins from the date of delivery. When you contacted us, the return window had unfortunately passed, which is why we were unable to process a refund under our store policy. Our policies are applied consistently to all customers to ensure fairness. That said, Vector lighters are backed by a manufacturer warranty, and Vector is well known for standing behind their products. They are able to repair or replace defective items directly, often regardless of purchase date, under their warranty coverage. We provided the following information to help resolve the issue: Vector Warranty & Support: https://vectorkgm.com/vector-no-proof-warranty/ Vector’s customer support team can assist with submitting a warranty claim and arranging a repair or replacement. We certainly do stand behind the products we sell, and manufacturer warranties are in place specifically to ensure customers are protected in situations like this. If you need any assistance navigating the warranty process, we are more than happy to help guide you.

Thank you for bringing this matter to our attention. We sincerely apologize for any frustration this situation may have caused. If you received the wrong flavor, that is certainly not the experience we want for our customers. We are more than willing to correct any fulfillment error. At this time, we are unable to locate prior email correspondence regarding this issue. It is possible our response may not have gone through or was filtered unintentionally. We kindly ask that you please provide your order number and confirm the email address used to contact us so we can review this immediately. Once confirmed, we will gladly arrange a resolution, whether that be sending the correct flavor or providing return instructions. We appreciate the opportunity to make this right and look forward to resolving this promptly.

We take accusations of fraud and non-delivery extremely seriously. However, after reviewing our records, we are unable to locate any order matching the details provided in this complaint. We have no record of a $250 lighter purchase associated with the information given. Additionally, we respond to customer inquiries daily through email and our official support channels. If you did place an order with us, we ask that you please provide the following so we can investigate immediately: Order number Full name used at checkout Email address used to place the order Shipping address Without this information, we are unable to verify the purchase or assist further. Lighter USA is a legitimate business that fulfills thousands of orders, and we do not engage in fraudulent practices. If this review was posted in error or is intended for a different company, we respectfully ask that it be corrected. We are more than willing to assist once verifiable order details are provided.

We did email you the following email and we are awaiting a response. After reviewing the tracking information, it appears your package has unfortunately been lost in transit. We sincerely apologize for the delay and inconvenience this has caused. Since it has been unresolved for some time, we will be reshipping your order at no additional cost to ensure you receive your items as soon as possible. Once the replacement shipment goes out, you will receive a new tracking number via email. We truly appreciate your patience and understanding while we worked through this. If you have any questions in the meantime, please don’t hesitate to reach out — we’re happy to help. Thank you for your continued support.

Hi Dustin, Thank you for sharing your feedback. I am very sorry to hear that you’re unhappy with your recent order, but I would like to clarify that all of our products are guaranteed to be genuine and brand new. We do not sell old or expired stock, so we take a report like this very seriously. We want to look into exactly what happened with the items you received to ensure everything is up to our standards. Please reach out to our customer service team at so we can investigate this for you and clear up any concerns you have.