Puffco
Reviews and Complaints

I'd give NEGATIVE STARS if I could. These crooks stole my money. They offered a discount on a nurse website during the pandemic, took my $91, say they sent the package and the tracking shows it bouncing between Salt Lake City, Las Vegas, and 2 places in California in a totally nonsensical pattern. They have not responded to any of my requests for information via email, their website, or phone. I am in the process of filing a complaint with the state Attorney General and the website that promoted the deal, as well as trying to get my money back from my credit fraud protection - BECAUSE PUFFCO IS A FRAUD.

Please be beware this company has poor customer feedback when it comes to handling issues with orders. I been contacting them for months since February now trying to resolve an Issue I had with getting my Puffco Peak pro delivery. I'm a customer that purchased a Puffco Peak Pro in February but never received my item. When I inquired about why no response from Puffco. Ive attached order date and the tracking number in the attachment in emails several times. I contacted Puffco via email about this issue to get it resolved. Still nothing. Horrible company from my experience would strong recommend to stay away and save your money and headache.

Pathetic company. Be prepared to get screwed over if you buy a puffco peak from any generic smoke shop that clearly doesn't give you a detailed receipt for your item. Just has a number doesn't say puffco anything on it. My puffco vibration motor went out and they are saying they can't help me because I don't have my receipt. Well clearly I don't because it wasn't a receipt it was a piece of paper with a number on it. I told them to call the shop up because they do tons of business with them but they sent me a generic email that clearly wasn't written out it was copied and pasted because they don't care they have my money so they don't care.

They shipped my package to a strangers address. They took over a week to return any of my emails. They have absolutely no one you can talk to. I had the usps launch an investigation as to what happened. They take pictures of every package that comes through. Sure enough, the results were that the shipper provided the wrong address with indisputable proof. Yet, Puffco's response was to immediately blame the post office and said they need to have the post office do an investigation. This is AFTER I sent the results of the investigation, directly from the usps, THREE times. The case is closed. They lost. Now they're refusing to pay up and just create more delays.

I would give them 0 stars if I could. I ordered my product 04/09 and have not received my shipment. According to their website and confirmation email I should have received my package within 5-9 business from the following Monday 04/12 as they do not ship on Fridays or over the weekend. It has now been 17 business days. They do not respond to emails. I emailed on 04/27 and have not received a response. The only way I was able to get some sort of response was by commenting on their Puffco Support Instagram. They have since deleted my comment from their post since many others were commenting that they were going through the same situation as me. They claim this delay is due to the Pact Act but if you cannot hold up your end of a transaction by shipping promised product then you should not take customers money. Please don't order from them. Save yourself the headache.

Before they even come back with the pact act excuse, I would like to add this is not my first not my second sour experience with PuffCo. This go around I am past a month from my order and two weeks past out for delivery and still have no package, but instead a shady "exception" tab on my tracking. They started a investigation 15 days ago in promises they would have answers in a week. The customer service is the worst I have ever seen and can not get help or a answer form anybody in this company. I truly will never spend another dollar there or recommend their product to anyone again. Unless you like having hundreds, if not thousands of dollars, in limbo at all times and wondering if your going to ever get a product do not buy from here! I have tried there phone, facebook, instagram, twitter and email... Nothing but automated trash responses passing *** elsewhere. As one business owner to another, I strongly suggest you get your *** together.

I love the product. Which is why I bought a puffco peak in the first place. the customer service, on the other hand, is atrocious. I put in two warranty claims because I had bought a puffco from one of their vendors that blinked white rapidly when I tried to fully charge it (straight out of the box) when I got home before my first use like you are supposed to. I saw this and knew it was not normal, but left it to charge for a couple hours anyway hoping it would turn on despite this issue. unfortunately, it did not. it didn't even give any indication that it ever would. I tried to find ways to fix it online, but found nothing that was even close to the problem I was having. I tried to email puffco support to see if they knew how to fix this problem 3 days ago now and have gotten no reply.at least this one is still marked as open unlike the two warranty claims I put in hoping to get my puffco fixed. I am really disappointed, I do not know why I put my hope into them and ultimately expected more of this company.

Puffco takes for ever to send your order then they use a company called whistl to deliver your order. The company whistl is a delivery company from the united kingdom and is impossible to get in contact with. All there phone numbers are disconnected. Also tried contacting Puffco both by email and phone never got a response. Puffco's customer service is non existent they don't care one bit about there customers, a shame because there products are actually good. I ordered from them a month ago and it was originally supposed to be delivered two weeks ago, still nothing. The carrier they use claims they have attempted delivery 3 times but they are lying I've been home on a covid quarantine the whole time and never have left the house I have three dogs that alert me when someone comes to the door and I have cameras and reviewed them, no delivery attempts. At the end of the day save yourself the big headache and buy from another company puffco doesn't care about you they take your money and never deliver there product.

Tried to cancel an order, and was told that PuffCo does not have the capability to cancel orders, or give me any of my money back.. I placed my request within the hour, and 6 hours later, I finally get a response stating that if I want any of my money back, I'll have to accept the delivery, then pay for my own shipping back to them on the other side of the country, because their system can't cancel orders. Why should I have to pay to return something because PuffCo's system is faulty? Not to mention, it has to be returned in 14 days, and standard shipping takes 9 days from them to me.. so I would have to pay to overnight it if I wanted my money back. I am refusing the delivery and disputing the charges with my bank. Especially now that I know PuffCo has such horrible customer service, there's no way I would ever use their product. If anything went wrong with it, which is common based on reviews, there's no way I would ever reach out to PuffCo for support again. Once they have your money, they're keeping it, and do nothing to help their customers from there.

I purchased an original puffco, within two weeks, it stopped functioning, o filed a claim, they reposted my base was fine and sent the exact same base back to me, so I opened it, and still wouldn't power on, and had all the issues it had to begin with... so I was forcing to send it back and wait for weeks again for a actual warranty replacement... strike 1, I get it, new company, stuff happens, so it works out for a few months no problem, they come out with a new updated version... 500$... I purchase it... same issue... 12 days of operation, 17 days of attempting to get ahold of customer service, back and forth with automated response for a week more, the finally I got a tracking number, was told because of the wait, as soon as I dropped my package off and they see it's shipped, they would sent me my replacement... they had my broke. Piece in their hands for 4 days before they sent my order to the shop app do I could track it... the. Waited a week until they decided to pay for shipping... any love the peak this company the pro will make other companies take over their industry

Bought the Puffco Peak and was immediately disappointed. Had to warranty claim the first one due to battery issues. Then after receiving a replacement a month later the new unit worked well for a short period of time but then started to have similar battery issues. I have not returned or warranty claimed this unit because I haven't wanted to wait a full month again for a replacement of a $400 item. Now at this point in time I cannot get my puffco battery life to last beyond 2 hours even after a full(2.5hour) charge cycle. Separately, the atomizer is designed to fail and creates a horrible taste after a few clean hits. Their recommendation is to clean it after every use, which I do. I use alcohol and Q-tips to swab the bowl and the side walls every time and still it requires replacement regularly. Furthermore, this part seems particularly strange to me. A new Vape pen only costs around about $50 and the atomizer is $40. Anyone who realizes this will immediately realize this item is not worth purchasing. Overall I am not only dissatisfied, I am disgusted with the level of negligence it takes to release a product this bad into the marketplace for such a high price. Do Not Purchase This Vaporizer!

I have been trying to get in touch with a puffco representative for quite some time now. Reaching out via email, social media, phone, nothing seems to get the attention of the staff of the company, either its an automated response stating they will get back to you or no response at all. If you have an issue with the product it seems the puffco team just takes forever to respond or not at all. My warranty is about to end in a couple of months and I've been trying to reach the team about the device not charging for almost 3-4 months now but still no response. I have the Puffco Peak original and it just doesn't seem to be charging no matter. I have looked at the YouTube videos to trouble shoot it myself but don't want to damage the product and have them say it was my fault for the device not working. Their product is pretty pricey so having the customer service team be unresponsive doesn't make sense at all. I will be leaving a negative review on any and all platform I see puffco mentioned because this is just not okay. I would NOT recommend buying Puffco products. A lot of customers seem to be having trouble with their devices, thus they are then advised to reach out to their support email address and not get a response at all. DON't waste your money!

If I knew they had a Complaintsboard.com, I would've made my complaint ages ago. This company has some serious issues. 1st off, I purchased my puffco from the cave smokeshop in walnut creek. Its atomizer was broken out of the box. I needed one right away and puffco claimed they overnighted me one. That was a lie, they used the slowest shipping method possible. The atomizer they sent me as a replacement was broken as well! I was so fed up with not being able to use my puffco for weeks after I had bought it, so I purchased an atomizer in store and that one finally worked, for about 2 weeks... I asked for a replacement from puffco and they refused. I had used it under 10 times, there is no reason it should have broken, but they would not replace it. I then bought a 3-pack of atomizers directly from puffco. Only 1 out of the 3 atomizers worked out of the box! I immediately contacted puffco, who proceeded to tell me that they would not replace the broken atomizers even though they were new. I then messaged their instagram and they blocked me. Then the CEO Dm'd me calling me childish and insulting me for trying to get my own *** money back that he swindled from me by selling broken atomizers! Then he proceeds to block me. These people are absolute crooks and have stolen over $100 from me by selling me broken atomizers. I hope they get sued and lose everything. I want my money back.

I purchased a Peak from PuffCo and they sent it out within 2 days. The box arrived in perfect condition, but once I opened it and opened the bubble wrap, the product box inside had obviously been damaged. There were crush marks all over the bottom of the box, of course I immediately took pictures and did send them in via email. When I plugged in the Peak, all it did was flash white. It would not turn on, and I charged it for five hours just to make sure I wasn't doing anything wrong. I tried to reset it for 20 seconds, I tried every troubleshooting method I could find on the web and nothing worked. At this point, I have sent three emails, called once, and tweeted them as well. Whoever packaged up my order would've had to have seen the box was damaged before they placed it in the shipping box. This is unacceptable, and the customer service in nonexistent. They're quick to take your money, but that's as far as they seem to go! My husband owns a cannabis facility in Alberta, and trying their products is important to me. I had been told this was the best unit for my purposes but have been nothing but disappointed. After seeing the other reviews here, I wonder why they haven't been called out. There literally is not even a phone number you can call to reach a person, there is only an email address and they just don't care to respond. I will absolutely be sharing this experience with every cannabis consumer I can reach.

scummy business that runs off cheaply manufactured parts and has policies that are essentially scams this is word for word an excerpt of one of their replies from the complaint section; " Per Puffco's warranty policy, refunds are not authorized for device that have been opened and/or used and we are also not able to honor refund request for kits not purchased directly through Puffco.com as we did not accept the original payment." how are you supposed to tell if the device functions or not without opening it and without using it? i don't know about other places but where i live the consumer rights act protects me from receiving defective products, and this policy would not hold up in a court of law. in my case, i have an issue with my device that is neither listed on the troubleshooting side of their website nor has it been listed in the user manual, i have filed a warranty claim as i have been following the instructions in the user manual the entire time so there should be no reason i do not receive a replacement if it is not a simple software issue, i will file a complaint if they do not refund/replace my product with something that actually works word of advice; if you use the puffco subreddit, do not mention the fact that puffco faced a class action lawsuit for intentionally selling defective/planned obsolescence units of their "puffco peak" model, i mentioned it one time and within minutes i was permanently banned from the subreddit, goes to show how shady and childish of a business they are, no surprise that the reviews are almost a 1 star rating

Product is great when it works. Customer service is a SCAM- DO NOT BUY.
I purchased the Puffco Peak on 5/8. On 6/15 I experienced problems, so after investigating on the website my issue (short circuit) was a common problem listed on their support page: When I Try To Use My Peak It Flashes 5 Times And Does Not Heat. What Do I Do?

So I followed the instructions cleaned out the atomizer and still have the same issue. So I contacted support on 6/15. There website says allow 3-5 days for a response.
- STILL HAVE YET TO RECEIVE A RESPONSE IT'S 6/22 (besides the automated request received stating Request #XXXXXX)

So then I went to their website filled out the warranty request- with the serial number/model number and video of the peak short circuiting. This was on 6/18.
-STILL HAVE YET TO RECEIVE A RESPONSE (besides the automated request received stating Warranty Claim #XXXXX. Request #XXXXXX)

I'm GREATLY disappointed with the lack of professional there is with this company. They give you a contact number and it's an automated recording telling you to email their support. Their support is NON-RESPONSIVE. So this leaves you at a dead end with no help and down $300. Why offer a free warranty if you never plan to fulfill it. These people are just as bad as extended warranty sales man for cars. Promise to fix it but don't end up doing a *** thing.

I bought this after knowing that 2 of my friends had this issue with their Puffco Peak. With it not working and support never getting back to them. I absolutely loved the product when it's working. ALL I ASK IS YOU DO YOUR JOB AND RESPOND TO SUPPORT OR CREATE A NUMBER THAT SOMEONE ANSWERS TO TAKE SUPPORT ISSUES

-DO NOT BUY. IT WILL SHORT CIRCUIT AND THEY DON'T CARE. DO NOT BUY

Hello, My name is Tammy Crisp.. I ordered puffco peak plus on june 18th and received on june 22nd.. On june 25th I attempted to use it, and kept flashing the colors then go to green which would only stay on a minute maybe... Then after trying to make it work, it just stopped working altogether.. I'd press the on button with no luck! This is the worst customer service ive ever dealt with! Im on ssdi on a fixed income of which im forking out almost $400 for.. Ive been directed to go to warranty page.. I fill out, and when I try to upload a video, says file to big.. A five or ten second video.. Then it tells me to go right to puffco peak app to do warranty and nothing... And what's an rma number.. This is a ridiculous and a huge disapointment! If I realized this I wouldve never ordered! Ive heard lots of good things until I read all the crappy review on ur customer service.. Again im on a fixed income and have no way to get that money back.. So I would either want my money back or a new product which might be a bad idea anyway because I dont want to go through this ever again.. Please rectify

THANK YOU

Bought this in October of 2022, worked great till it didn't. The battery stopped responding, not charging, not responding, not vibrating, basically a paperweight. I have only used the box and cord from the device, and I have done all the basic resets and absurdly ridiculous customer service website that treats you like you have no tech experience, apparently so they don't have to deal with the REAL issue (their crappy power source choice). Put in a service request through the app, waited 3 MONTHS, and no response except their crappy, spamming text messages wanting me to buy more of their broken merchandise. I looked for a number to speak to someone, found the text number...same situation, no response except generic automated feedback. I paid 500 dollars and am technically still under warranty, but I have a feeling his horrible company will try and push it past the warranty date. I will NEVER buy a puffco product again, I will be telling everyone I know not to, as well as all my followers online. I am tired of this companies STEALING money from people by selling them a product that they KNOW is faulty. End rant.

Received a Puffco Peak BROKEN UPON ARRIVAL. NO help from customer support. I ordered a Puffco Peak for my fiances birthday and received it on June 16. Fast shipping and I was thrilled. My peak was broken upon arrival. I followed the manual instructions to a T and the device would not power on, off, charge, or reset. I am super familiar with smoking devices of the sort and I tried literally everything to get it to work. I've since emailed customer support many times. I got ONE response, two days after my initial email, which basically told me to do everything I've already tried. I wouldn't be so frustrated if I hadn't already filled out a detailed warranty claim with a video of the broken product. I was told to try a different charger even though the directions that came with product SPECIFICALLY says not to use anything different. I emailed back and realized that I was once again emailing puffco support and not a direct email address. So now I'm waiting another few days for any help. My fiance's birthday has come and passed and I have no working device, and no answer of when I'll ever get a replacement or any help at all for that matter. I spent a lot of money on this product and the lack of service is extremely frustrating. I am understanding that COVID affects a lot of things, but after seeing that there are multiple claims similar to mine, I'm going to assume that customer service is just lazy and don't care about their customers. I really wanted to try this product but now I'm debating if I even want it anymore. I'm really bummed out and honestly would just appreciate any help at this point.

11/8 , is when i ordered from the official Puffco.com website , my order was over $350 . I was told it would only take 10-15 days to get to my house , it has almost been an entire month . Not only is it taking extremely long , they will not tell me who my carrier is . They didn't give me a tracking number instead a " tracking link " which gives little to no useful information . I have sent countless emails asking who has my order , when is it coming to my house , and where it is located . 11/24 they tried delivering to my house but i wasn't home , ( i was at work ) a signature is required . They haven't been back to my house since 11-24 to try & deliver my order . I've checked the local post office and it's not there . I've called *** & no one knows where my order is . Puffco has the worst customer service i've EVER experienced . They claim to have " free shipping " but i don't see the point in free shipping if it's going to take 1/12 of a year to get to my house . Puffco has had my $350 for almost an entire month & they have no idea who has my order or where it is . I cannot get reimbursed my money until my order is in my possession either . My patience is running extremely thin , they have wasted way too much of my time & energy . This "company" is a disgrace & should be ashamed . All i want is the order i spent $350 on or my *** money back already . If i knew it would be this much of a headache , there's no chance i would've wasted my money & time on this business . A total shame . I've called the puffco.com phone number also , and it went straight to voicemail . This was 1 week ago & i haven't heard anything since . I want my order to be free of charge , i want my money back and the product i ordered also .

Hello, On 1/4/22 i purchased a puffco peak pro. On 3/2/22 i sent in a report saying it was broken. On 3/3/22 - they made me do checks (which i already did) and i needed a proof of purchase on 3/8/22 - i was able to track down my receipt ( i had to go to store where i purchased) on 3/10/22 after me emailing twice, they told me what kinda of box i needed to send it back in and sent me a shipping label on 3/17/22 i finally was able to get the label/box shipped, same day a differnt person emailed me back to tell me it takes 1-3 business days once it gets there to be inspected. on 3/22/22 - another team member told me they approved me return and it will be sent out asap. item marked as shipped on this date on 3/28/22 - i ask them for updates since there has been none. same day i get an email back from, *** and he gives me a link to tracking, and the item has not moved. he says 5/7 business days for delivery on 4/4/22 i ask where my item is. on 4/5 *** tells me on 4/1/22 someone attempted a delivery and failed. this is false. i have cameras. people always leave stuff on my step. 4/6-4/7 send him different videos of the same time he says things were attempted to be dropped off 4/8 *** tells me he submitted a a claim on my behalf 4/9 i break down my issue, say i want to talk to an actual person. 4/13/22 i email again since nobody responded to me 4/14/22 *** responds that hes doing all he can to help me. he says its the shipping companies issue. Thats the breakdown. I still dont have my item, i do not know where it is. They do not know where it is, why dont they use USPS, Fedex, or ups for shipping. I have no way to get ahold of anyone besides this email chain, no way to contact shipping company, no way to talk to someone from Puffco. Please help.

Transaction Date: Nov. 24, 2021 (11/24) Order Num: #XXXXXX Support Ticket Nums: #XXXXXX, #XXXXXX, #XXXXXX, #XXXXXX, #XXXXXXc Items purchased: The Peak Pro Indiglow ($449.99) and Resurgence T-Shirt ($39.99 originally, but was advertised as free as a promotion when buying the Indiglow) Total Amount Paid: $540.20 USD Business' Commitment: Apparently I am supposed to have a defect free product and if not, I'm allowed to get warranty service, as well as reasonably timely response so that I /can/ get the warranty service within the service period. There is an assumption that this would include...communication, perhaps a ruling on my warranty claim before it is "solved"/closed. Also, the tshirt was marked as free if I bought the indigo version. Dispute: Instead of receiving the above service, I was still charged for the tshirt and experienced a catastrophic physical defect. I have contacted support 2ish (possibly 3) through their support email/ticketing *** and 3 times through their warranty claims process. Each time I open a ticket through the support email, it opens a regular support ticket and no one ever responds to it. It remains open. Each time I open a warranty claim, my ticket gets closed as "solved" without any comment to me about anything, me never getting any notification, explanation, etc. The Defect: I am a 37 year old, practically bed ridden woman. I am not strong. The second day I had this (when I started using it), the glass broke apart in my hand. The Situation Now (for reference): I have informed them in these tickets that I was going to be out of state for 2 months starting after a certain date and that I would not be able to ship anything back for inspection or the like after that date till I get back (and cannot transport it home safely).

I've been in constant emails with someone with Puffco Support noted I don't even know who I'm speaking with. They will not provide a name in any of their emails Additionally this is regards to a Replacement of the puffco peak pro ( cost $399 ) purchased in October Support sent me back a product that was absolutely unacceptable. In which, I was given a 2nd tracking number to send it back to Puffco's Return center. My package was delivered to them on December 20th. I had no response for just about 2 months. Finally I get an email back with the same person (supposedly)They acknowledge the fact this is taking so long but they assured me with emails Supporting the replacement package being sent When the package arrived, they had only sent a glass attachment that goes to any of there peak products.The cost of my package was in the device itself -They has stated first to me only the glass attachment was received by the return team, -then they stated they couldn't find the package after it was delivered to them on December 20th -then they stated in an email only the glass was received by the return team - then they had stated in their email, the package was delivered found and only the glass attachment was there? Please help this is absolutely ridiculous and heartbreaking to read from them Additionally I've constantly ask to speak with a supervisor, whomever I'm speaking within Puffco support won't even acknowledge my request to speak with their manager or supervisor I don't know what else to do, I believe I should contact my bank for assistance but I used Puffcos four month payment plan with a 3rd company. In which my bank has stated to me, to go this route ( contacting the Complaintsboard.com ) for assistance and as well the 3rd party that Puffco uses for their payment plan I would like a refund or the complete package,anything less is unacceptable

Bought a puffco plus from a retailer. The product did not work upon arrival. Emailed puffco who said since I attempted to use it they would not help me. Purchased a puffco plus for $111.73 on Feb 10th as a Valentine's Day gift for my fiance. It didn't work straight out of the box. Contacted puffco for help via email, their only contact option, and was told to expect a response within 24-48 hours, which took 5 days. The reply had troubleshooting tips and stated the warranty was void because I used the chamber, despite instructions warning against firing it up empty. I couldn't know it was defective without trying it. Repeated emails and social media messages have gone unanswered. This experience has been frustrating and disappointing, especially coming from someone with a background in warranty service. The company's stance on warranty despite the product being non-functional from the start is unreasonable.

The date of the transaction was 11.07.21. I paid $266.61. The business committed to provide me one unit of "The Peak" in black, and that within 5 days of ordering my tracking number would be sent, then 5-7 days later after receiving my tracking number the product would be delivered. The nature of the issue is that Puffco has not held up a single thing that they committed to provide me. I first reached out November 15th, as it had now been over 5 business days and I had yet to receive a tracking number. As of November 17th, beyond the 5 day window they gave to receive a tracking number for the order, my product allegedly shipped. On November 18th, I heard pack from ***@puffco.com, the head of customer service who assured me not worry since I had now received a tracking number. I continued to wait, and then it hit November 23rd, where I reached out again to the business because there was not a single update on my order. On November 26th, ***@puffco.com replied to me saying that he would reach out to shipping since no substantial updates had been provided to my order. Then, arrives December 3rd. The tracking link that they gave me claims my item was delivered and signed by "RTS". The package never arrived and I do not have a single person within my house or street or people I know that has those initials. Also, nobody was even home at the time they claim it was delivered. I realize this on December 3rd when I check the tracking link again, as the mail carrier they refuse to disclose they even use does not offer any shipping updates. I immediately email ***@puffco.com and ***@puffco.com and alert them that my package incorrectly claims it was delivered. They have yet to reply to a single emails which I have sent, which brings me to today, December 8th. My order number is XXXXXX, and the tracking link to my order is *** Thanks for your time

Hello, my name is and I purchased a Puffco Pro vaporizer from Puffco. It came with a one-year warranty from the purchase date. Shortly before the warranty expired, my device began flashing white and red, indicating a connection issue between the atomizer and base. I reached out to Puffco support on March 16, 2022, and a representative responded to my email. They instructed me to send my base for inspection and provided a prepaid return label. I shipped my base on April 2nd. I received no response or replacement base until April 19th. The replacement base, which arrived on April 27th, was also defective, flashing white and red. The representative mentioned that it's rare, but some replacement bases might be faulty and wanted to investigate further. After much frustration with the unresolved issues, I requested a full refund. Vape shops had advised contacting Puffco for returns. However, dealing with the company felt like running in circles. A manager I spoke with on May 10th said they could only refund items bought directly from their website, unused and in the original sealed package. Since the device was replaced under warranty, it was ineligible for return. I'm including the email correspondence to highlight how the company seems to be taking money without fulfilling their obligations. I've spent over $800 on the device and accessories without resolution. Below is a link to the full conversation with Puffco support, should my attachment fail.

I bought a high-end gadget half a year ago and received it faulty. I've attempted to file warranty claims multiple times but to no avail. Comparing it to my friend's, I noticed discrepancies from the start, such as odd threading when attaching a component to the atomizer and an unusual object inside. It functioned for less than a month. Customer support attributed the issue to the atomizer and advised purchasing a new one, which didn't resolve the problem, leading to unnecessary expenses. Further attempts to contact support were fruitless; they refused my warranty claim due to the absence of a receipt, a requirement not clearly stated at the point of sale or on their website, only discoverable deep within the warranty claim process. This information wasn't provided with the product unless you unearth it in the manual, a detail easily missed. Had I known, I would have kept the receipt. I'm seeking a fair resolution, a replacement, or a refund. I enjoyed the product and understand mishaps occur; I'm not overly frustrated, just disappointed by the unfair treatment.

Puffco has a one year warranty on the product. However in the chats (which I have screenshots) I had with ***, where I sent photos, and evidence that something went terribly wrong with this device. It was working fine and was cleaned every other week with a resinate cleaner that is approved for that product. I use this device for medical issues. In my state you must own this type of product to use your medicine, and this product happen to cost $400.00. The price has now changed, but I'm not sure. We can get bank statements if you'd like from a year ago. Showing proof of purchase. I do have a paper from puffco thats an order form showing name address and the type of puffco that was inside the box. I also have the original puffco box. I have pictures of the product/device. I have been emailing a man named *** on Puffco chats. He had me send him everything I mentioned above, and tried to blame it on me. Then said he'd make an exception and send me an atomizer repair kit. I can't repair that thing. When you look that up on youtube it's almost impossible and dangerous with positive and negative wires involved. My Puffco was working fine and I had just cleaned the inside of the white ceramic bowl with a q-tip and I noticed it moved and kind of tilted. When I tried to straighten it, it became loose and no longer attached. The entire white ceramic bowl, wires and some plastic piece pulled straight up and out of that device! I was dumb founded. I have owned it 10 mo know two people who have these. That shouldn't have happened. I'm not comfortable with my hand issues trying to install anything safely. I also am not comfortable using the device even if I could find someone to install it. What if something is wrong internally? The whole device needs replaced. It's not even one year old, that is a lot of money for a medicinal legal device to use and not have access to use it going on a week. Puffco needs to replace the entire unit. I'm happy to send you photos and screenshots of anything you'd like. Product_Or_Service: Puffco Peak Sunset Edition Order_Number:

Paid for 2 day shipping recieved package 14 days later... Recieved a non working product ... Denied refund because I opened the box... I purchased the puffco peak July 16th originally tried to order the rainbow one but the website wouldn't let me... Ordered for my wife *** for our anniversary Paid for 2 day delivery Didn't recieve until August 1st. Got an email saying it was lost in transit. Wasn't refunded 2 day delivery. Made a YouTube video doing a unboxing of item the day i recieved it. https://youtu.be/rGc3sM-GoV0 Only to find out the base didn't work as shown in my video. I NEVER USED anything. Everything is still in original box. I contacted Puffco Support on August 1st and asked for and explained my problem. *** responded to me August 3rd emailed me back and said they will have their people look at the base and send me a new one if it qualifies under warranty. I decided I didn't want to do this anymore especially when I didn't get the one I wanted anyway and asked for a refund instead. But *** and *** both sent me emails stating because I OPENED the box im NOT entitled to a refund anymore , but they will have their people look at the base and send me a new one if it qualifies under warranty. I spent almost *** for something that didn't arrive on time and was broken when it finally did. I asked for a refund 3 days after recieving the product but was denied even though it specifies in Puffcos OWN return policy if items are unused, (they even put the word "UNUSED" in ALL caps) and returned within 14 days you can receive a FULL refund. They are trying to SCAM or BULLY people into keeping this product. The link below was made and uploaded to YouTube today August 5th. I'm really frustrated in the video due to i just got the email from *** saying since I opened up the box the items are now used and I'm not getting a refund https://youtu.be/OQNtxZvEy68 They DO NOT care about their customers and its sad they can continue to treat people like this. I wish the Complaintsboard.com would do something. I plan on making a full youtube video/stream that shows my full experience from beginning to end with this company .

Their warranty service is just giving me the run around and it is about to be up, they are pushing things off so they dont have to replace a $400 rig I bought a puffco peak in November last year with a 1 year warranty. It is now starting to malfunction. They fought me over a week for a video I sent through Google drive with full editor permissions saying they couldn't open it. When they asked for a video if the problem, the device is no longer vibrating after the hear cycle is over only when it starts is it vibrating, they assured me they would be able to tell because it makes noise and they just needed to see it on video. They then are making me send it back after I was told they could tell from video and when talking to their Instagram support they said they would not make me without a device. So now I have to send it back even though I was told they could tell from video and I'm without this device that I use daily for about 1 week and a half to 2 weeks now. They have horrible customer service I get 1 response a day and even is I respond instantly I still am waiting a whole 24 hours for another response. They require you to submit a video showing any problems, in order to do that I had to take a 1 minute long video but their site only let's you upload a 25mb video. That is way under 1 minute, but claim that they cannot help you at all unless you send a video first. They are cheating people knowing its not possible to do and are trying to get out of actually having to replace anything for the warranty. This is a 400$ limited edition product and to have this horrible of customer service I am absolutely appalled! I just sent it back today to hopefully have it deemed defective, if it's not who knows what will happen. It clearly is malfunctioning. The device vibrates when you press the button twice to begin the heat cycle then vibrates when it is heated up and ready for use, once they heat cycle is over it vibrates again so you know its over. That last part is what is now malfunctioning. If I'm having these issues before a year I want this device replaced before the warranty is up because anything else can go wrong from now and I'll be screwed without the warranty. I want a new device shipped out just like the one I paid for. Why offer a warranty if you're just going to fight your customers!

Puffco is failing to honor their product and hiding being the generic statement listed on Complaintsboard.com. "We have tested the product..." Its completely untrue. Problem date: Since opening Purchase Date: 8/14 for my first and purchased 7 more units around 12/25. Model: Puffco Peak Order #X: XXXXXX Order #2: Placed through Archive Portland Sales Reps Dealt with: ***, ***, *** Payment Amount: *** Payment Method: Order #1 was paid via PayPal and Order 2 Paid via Cash @ Archive Portland The Issues: I compared my peak to multiple other Puffco Peaks. That is how I was able to draw the following conclusions. 1- The diameter of the hole at the base of the glass on my unit was the smallest observed across all platforms. It creates a restriction in the airflow and makes the unit harder to pull and instigates more coughing. Again - only was able to figure this out by comparing with other puffcos so how do is one able to say "No its fine" 2- On sesh mode the unit barely produces vapor. Again - only was able to figure this out by comparing with other puffcos so how do is one able to say "No its fine" 3- The unit suffers from severe degradation after the first 2-3 heat cycles. The vapor production is severely diminished. 4- If you attempt to run a second heat cycle within 10 minutes of the first, the unit produces very little vapor If puffco put in the same effort to honor customer complaints as they do avoiding them, Im sure these issues would be few and far between. They obviously had to pay a staff member to respond to all of these complaints on top of the 40+ emails that I have sent personally just to tell me that the issues I have been noticing are completely untrue. How can I make this up? I have videos to prove it while puffco drags me through the mud. I can provide copies of email chains along with video and picture evidence to support my claims. Other puffco users have experienced the same issues so therefore this is by no means an isolated issue. I fully expect puffco to post the generic statement that they have tested the unit and that's its fully functional in an attempt to evade any warranty claims. This is like saying "well the car starts - there's nothing wrong with it" without even driving it. I was more than patient with the company, but feel completely insulted with how they they chosen to fix this issue.

PEAK suffers from design and/or manufacturing defects wherein: the atomizers provided are defective in that the they do not heat properly or at all. Basically I have invested a lot fo money into products from this company but everytime they let me down and what's worse is customer service is *** awful. Type of customer service reps to sit behind their screen and say sorry I can't help you instead of actually trying to fix a problem. My peak broke so I had to get it replaced which they did after several emails since they have to triple check the place you bought it from since they dont have a actually way of knowing when/where you bought it from. After that they sent me new atomizer which after couple weeks broke but I couldnt tell if it was the base or atomizer which I had to contact them and send in my product once again but this time they wouldnt take atomizer in to check it and see if that was causing problems, nope they said we dont look at those but "the rainbow light is an indication that there is a connection issue between the base and atomizer but does not necessarily mean either part is defective or broken." well like no *** everyone knows if you see the rainbow light something is broken but they wont admit that just using words like not necessarily means its defective or broke. I'm tired of hvaing jump through all these loops when they could easily take care of it since they sent me a replacement part that broke 2 weeks later? like oh thats my fault well guess they have lawsuits about this stuff on them. "These vaporizers are defective. In some cases, the battery unit does not hold a charge or does not charge at all. In other cases, the atomizers break with a single use, or a few uses. Atomizers are not covered by PUFFCO's limited warranty and are $39.99 to replace." Basically, the filed claim says Puffco is scamming people because they are selling products where one part breaks right away and you have to pay for a replacement. THey are also claiming that PuffCo deliberately hid the problems from consumers, stating: "By engaging in the conduct described herein, PUFFCO violated A.R.S. § XX-XXXX by misrepresenting and concealing the nature and scope of the defective PEAK batteries and atomizers, as Plaintiff and putative class members relied on those representations and bore the cost of multiple sets of replacement atomizers and/or otherwise incurred damages." Basically they are saying that Puffco knew they had defective products but just kept selling them and forcing people to keep buying new atomizers.

I purchased 400 worth of products from puffco and my product does not work. I put in a warranty claim over a week ago with no reply. On 7/13 i made the worst mistake i have ever made and purchased a puffco peak. The guy at the counter made a last second warning that " i would have to deal with puffco for everything the store covers nothing" i thought at the time shouldn't be a problem. I was wrong. The product itself is junk. It did not work on arrival. The low quality base wobbles. The glass piece does not fit in perfectly. The plastic around the push button has not been smoothed and is rough to the touch. Most importantly the overpriced hunk of junk does not work. So after reading all the horror stories online about how this company knowingly ships defective products and then does not get back to you to help you after you have spent so much money. Because i purchased this to treat myself to something nice and ended up with pure garbage i was frustrated and decided that maybe the atomizer was just broke before it was put into my really cheap foam case. So i went and grabbed another one for 40 dollars because online people are saying these things clunk out as little as 1 use and they seem to only last around a month. Which if you ever used atomizers before you know that is a really short lifespan and really expensive compared to others on the market. The new atomizer started working. I was thrilled to finally have this 400 dollar purchase start doing what i paid for. Before i could even finish 1 session this junk started flashing that it has no connection. After watching every single video this company has put out online and doing everything they show the customer to do to resolve issues on their own i have given up. This is just a pile of junk and i want a full refund or a complete replacement with a working device. I should be rewarded for the stress i have gone through though. I have filed my warranty over a week ago with no reply. Then i put in another email to support letting them know im frustrated im not hearing back and i told them if they didnt reply i would make a Complaintsboard.com complaint against them and stand in front of their case at the store and show potential customers how shotty the craftsmanship is and how after 400 i have a non working device with no replies from the potential scammer that took my money. I am still unsure if this is a legitimate business or a scammer. It says its from brooklyn yet the address is california. It says it works yet it does not. It said i had a 10 year warranty and if i experienced less than perfection to let them know. Well this is about as opposite of perfection as you can get. I warn all of you do not purchase any products from this company. If you look online the majority of customers are like me. Extremely angry and out a large sum of money. I will continue to warn people of the dangers of dealing with this potential company still unsure if its a legit business. I have already stopped 4 people from purchasing one. I stand in front of the case at different stores and show my receipt to the customers. The store owners have asked i do not bring the device inside. I will continue to stop people from being scammed by this supplier. transaction # *** at Planet Caravan 2 in

I purchased a Puffco Plus and the battery did not work out of the box. I have never had a usable device from this company. Purchase was ~3 weeks ago Purchased on Wed May 13th. Delivered Monday May 18th after paying for 2 day shipping (which they dont inform you there is no Saturday delivery until after purchase). Model was a Puffco Plus pen. Order # - XXXXXX. Purchased online from Puffco directly. Cost - *** (product) + *** (expedited shipping) = *** USD. Payed via debit card. Device arrived broken straight out of the box. It appeared that the rubber on/off button wasnt lined up properly with the electronics below it and therefore when one would press the button nothing would occur. You could even tell by the "push back" of the button and lack of any clicking noise the button itself wasnt hitting anything below. There was no way to line up the two manually. Once it was obvious there was nothing I could do I went to the website where my only initial recourse was to fill out a warranty claim (for a device that never worked). Upon filling out the warranty I also had to submit a video that shows how the device is not working which clearly shows no amount of pushing on the button does anything. I filled out the warranty claim shortly after receiving the device on Monday May 18th with a notification from Puffco that my warranty would be responded to within 3-5 days. In the attached warranty correspondence from Puffco they did not reply to my claim until May 28th. Oddly enough I actually filled out the warranty claim before Puffco even sent me a confirmed delivery email. I was initially responded to by Hannah (Customer Service Rep) who stated approximately the following: We apologize for the delay We want to fix your issue Here is what YOU must do in order for Puffco to help you Sorry your unhappy/frustrated My reply stated I had no intent on sending anything back since from a consumer point of view I never had anything usable in the first place and I refused to assist in any way before they made the purchase complete. *** immediately escalated to *** (Associate Customer Service Manager) and I did not hear from *** again. Scotts email said approximately the following: Sorry your frustrated We want to fix your issue Here is what YOU must do in order for Puffco to help you (email pattern?) My next response called out ***'s email for using the same form *** used in the first place which accomplished nothing and I asked *** to provide the legal reason why they werent "authorized" to send a working device out. I also attempted to threaten additional action if they didnt just make the situation right. My bluff was called and *** replied with all the legelese and disclaimers he could to show they had no LEGAL obligation to help me but still didnt provide a valid reason for not being able to send me a new battery other than "we are not authorized". Apparently Puffco's internal policy prevent assisting customers. My reply (which I added a few Puffco emails and even some local vape shops hoping they might assist) claimed defeat since they had all the loopholes in place to not help me. I decided to share the lawsuit I had initially found claiming Puffco knowingly sent out devices with bad batteries (a suit that was later dismissed thanks to the help of Puffco attorneys). I also quoted a few *** complaints which seem to show customers that had received working devices WITHOUT having to complete a warranty claim...one specifically states in Puffco's response that the defective portion of the product wasnt even covered under warranty and they sent out a new one anyways. The final response I received was from *** (Customer Service Manager). It roughly stated the following: We want to fix your issue Sorry your frustrated Here is what YOU must do in order for Puffco to help you Sorry again, let us know when you shipped the bad device My final reply was basically an "I give up" stating that unless they sent a new battery I saw no reason to further email. see attached email doc