As a loyal customer with previous successful orders, my latest experience was utterly unacceptable and represents the worst customer service I've faced in years of online shopping.
What Happened:
On January 12th, I received an email asking for additional age verification for my sister, listed as the recipient at her workplace. This was confusing since the company had previously shipped to this address without issues. I had already submitted my driver's license with the order.
My Response:
That evening, I sent a detailed email offering FIVE reasonable alternatives to resolve the situation:
1. Ship to my billing address (with or without a signature requirement)
2. Ship to me at the recipient address (I work there occasionally)
3. Ship to my home address with signature release or guaranteed presence
4. Ship to a UPS pickup location nearby
5. Wait a few days for me to obtain my sister’s ID, which I could provide
I specifically requested: “Just don’t cancel, please” and “Let me know if there are still any issues.” I explained the time I spent selecting products, especially since some were low stock.
Their Response:
The following morning, I received a form email stating: “We are unable to verify your age. Therefore, your order will be cancelled and refunded.”
None of my suggestions were acknowledged, and they didn’t wait the requested days. They simply cancelled after my explicit plea not to do so.
Why This Is Unacceptable:
• They gave me less than 15 hours to respond to their verification request
• They ignored the reasonable solutions I provided
• They disregarded my request to wait a few days
• They showed no flexibility despite my history as a returning customer
• Their prior shipment to the same recipient at the same address contradicts their current stance
• Many items I carefully selected are now out of stock
The Real Issue:
This isn’t about age verification policies—I respect those requirements. It’s about a complete failure to communicate, lack of customer service flexibility, and a dismissive attitude toward a paying customer trying to resolve concerns.
Their final email seemed like a template response, indicating they didn’t read my detailed message. A business that can’t wait 24 hours for a cooperative customer to provide documentation or consider reasonable alternatives clearly does not value its customers.
My Recommendation:
If you’re thinking of ordering from this company, be warned that if any complication arises—even if you’re actively trying to resolve it—expect no communication, no flexibility, and abrupt cancellations. There are other retailers who actually respond to their customers and work collaboratively to find solutions. I will not return as a customer, and I may choose a major competitor, as they seem to be the only viable option with such poor customer service. Avoid at all costs.
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Established in 2013, Element Vape is a progressive retail establishment in the electronic cigarette industry based out of California. Shop the best deals on E-Liquids and learn about the latest hardware!
