Juul Customer Service Issues

I have previously provided detailed information about my issue but have not received much assistance. Should I provide more details to get help? I hope someone can finally resolve my problem, as I am eager to complete the survey for a $40 reward that came with my Juul purchase. However, I faced issues with age verification during the process. Despite thinking credit verification would work, it didn't, leaving me unable to take the survey as the link expired. I am seeking help to rectify this so I can claim my reward and leave a positive review. Please reach out to me via email to address this issue promptly. Thank you.

The customer service experience was disappointing. Today at 2pm, I received an email offering $25 off my first order, which I attached a screenshot of. However, when I tried to redeem it, I was told it was invalid because it could only be used on my actual first order. The support chat representative explained that my first order was the replacement I received after my initial purchase had an issue. I disagree with this reasoning as I had not made any prior purchases on the website before today. The support only offered 25% off my next order, which I find inadequate. It feels unjust to receive a promotion that is then deemed "not valid" for me. I am very frustrated and considering switching to a different brand.

Good evening, I'm Taylor, a dedicated juul user and advocate. I switched from cigarettes and currently rotate between 3 devices but have bought even more in the past (easy to lose, right?). I'm facing a recurring issue with leaky pods, especially with the recent pack of mint pods that were extremely leaky and discolored. Despite my meticulous cleaning routine, the leakage persists, and even after trying various methods to fix it, the problem persists. While I usually buy a pack of 4, this time I only got 2, which might explain the freshness issue. It's frustrating, and I hope this problem can be resolved in the future. Thank you for listening. Taylor

I have been using Juul for 5 months to help me quit my two-pack-a-day smoking habit. Recently, I bought a four-pack of menthol Juul pods, my usual choice, but was disappointed to find that two of the pods were completely empty when I opened the package. This has never happened before and I am concerned about the quality control. I hope to hear back soon from Juul regarding this issue. Thank you.

I purchased a Juul battery and charger at a local gas station in Maryland on Saturday, August 17, [redacted]. Unfortunately, after charging it fully, the device did not turn on or heat the pod while attempting to smoke from it. The battery indicator light failed to come on as well. After several attempts, the device started working, but the white light indicating heating would stay on until I removed the pod before it overheated. Once the pod was reinserted, the heating element would be off until another smoke attempt. I would appreciate a replacement for the faulty device as I am keen to use one that works correctly. The small numbers on the bottom of the device are (06NDV9RR). Thank you for your assistance.

Hello, I have encountered issues with the recent shipments of JUUL pods. The quality problems include leaking pods, burnt taste, off-flavors, and non-working pods. I wanted to address this as a bulk concern rather than filing individual requests for each pack due to the extensive number of affected pods per shipment. These problems have been persistent over the last few deliveries, with over 15 packs showing defects. I have detailed batch codes for reference. As a long-term customer and auto-ship subscriber for almost 2 years, I have noticed a decline in pod quality over time. The issues have escalated to the point that most pods in recent shipments have been unsatisfactory. I hope JUUL can address this quality control issue promptly to improve customer satisfaction.

I purchased a pack of mint Juul pods recently, and unfortunately, they started leaking profusely, resulting in only half the usual usage. After contacting Juul, they sent me two replacement pods for free, but these leaked even more, with a dark greenish-brown liquid inside, leading me to dispose of them. Hoping a change in flavor would help, I got mixed berry pods, but not only did the flavor disappoint, but they were also excessively leaky. It appears there might be a problem at the factory as defective pods seem to be a recurring issue lately. This problem is new to me, and now it persists. Surprisingly, my friend is facing a similar dilemma with leaky pods recently. Switching stores hasn't brought any improvement either.

I reached out to support, but their assistance was insufficient. I continue to receive emails about payment decline despite my bank account being debited. I request either the product delivery or a refund. The issue seems to be related to my address, but your system does not allow me to update it for billing or shipping. I realized I entered the wrong zip code when I initially signed up, which may be causing the problem now. I am unable to rectify this on the current account and considering creating a new one. However, I have already been charged $45.86 on August 17th, according to my Bank of America statement, contradicting the payment failure claim.

I am facing a serious issue with leaking pods. Normally, I use about one pod a day. In my last order of 8 boxes, I encountered 12 leaking pods ranging from half full to completely full. Despite trying various methods like storing them upright and removing them before charging, I am still experiencing leaks. I've invested in 3 receptacles, costing nearly $40 each. I want to return the faulty pods for testing as this quantity of leaks is unacceptable. I've been using Juul for 4 1/2 months now, which has helped me quit smoking after 42 years. However, the leaking pods are now affecting my experience, with the liquid ending up in my mouth. I hope to hear back with a resolution before placing my next order and receiving a refund for the faulty pods.

I am confused why I am considered a minor when I am able to buy your product at a national gas station like Speedway. The quality control of your new Bluetooth Juuls and fruity flavors seems to be deteriorating. Despite purchasing your product for the past 2-3 years, every pod I buy is from [redacted] and leaks excessively. My Juul stops working randomly, which is frustrating considering its price. I rely on vaping to help with my anxiety and depression, but the issues with the pods are making it difficult. I reached out to your support email seeking assistance with the leaky pods, offering to provide pictures and videos. It is disappointing not to receive a satisfactory response or any compensation for the trouble. I hope to hear back from a real person with a solution to these ongoing problems.

I recently discovered counterfeit Juul pods being sold in stores. I've noticed my pods burning after a few hits, and the juice turning dark. I initially thought it was my Juul, so I bought a new one, but the issue persisted. After some research, I found out about the fake pods. I visited a gas station listed as an official Juul store, but my experience with the pods was still poor. I'm struggling to tell apart the potentially dangerous fake pods from the legitimate ones. I would appreciate it if someone could reach out to me.

I have purchased three 4-packs of your mint pods in the last two weeks. Each pack only has two pods, and sometimes only one works. Even after cleaning my Juul, the issue appears to be with the pods. I question why I'm spending about $60 for products that don't function properly when I could buy a $8 pack of cigarettes and be satisfied. Despite trusting your brand to help me quit smoking, I feel like I'm wasting a significant amount of money on faulty pods. Many people I know have encountered the same problem. Spending $60 for perhaps 5 functional pods is unreasonable. There needs to be a resolution to this recurring problem within the company. I find myself spending more money on replacement pods to address a problem that seems to stem from the product itself. My confidence in this company is dwindling.

Hello, I have been experiencing difficulties with one of the flavors in my monthly auto-ship subscription. Specifically, the e-liquid in the fruit pods darkens, develops burnt spots, turns yellow with dark patches, and the taste becomes burnt, causing throat irritation and excessive coughing. Switching to Virginia tobacco, the flavor is fine, but this issue only arises with the fruit pods. Each fruit pod of this flavor has had the same problem, leading me to discard three pods already. Although I have requested a replacement, I fear the same issue may reoccur with a new pack. I am uncertain if this is a recurring problem with the flavor or if I received a defective batch. I am worried about inhaling the burnt taste. Kindly advise on how to address this situation. Thank you, M. Karlsson

Dear Juul, I want to express my deep concern about the impact your product has had on my friends. They are both 13 years old and are addicted to nicotine because of your flavored pods. Instead of focusing on their education, they are consumed by the next opportunity to smoke. It troubles me to see how their health and well-being are deteriorating due to this addiction. Your marketing of flavors like cotton candy is clearly aimed at enticing young people, and it is disheartening to witness the negative effects on my friends. It's alarming that at such a young age, they are already battling with addiction and jeopardizing their futures. I feel helpless and worried about their situation. I urge you to consider the devastating impact your actions have on young individuals like my friends. Your profit should not come at the expense of their health and aspirations. Sincerely, S.W.

I am uncertain how to reach out regarding this matter. I do not use Juul products, but at the age of 54, I was a heavy smoker until I quit in December [redacted] thanks to vaping. I believe it's important to note that not everyone who uses vapor products abuses them. It frustrates me how the government reacts by taxing and restricting access based on personal preferences. Why aren't sugary drinks age-restricted? Fast food options are also harmful but freely available. I am open to discussing this further with anyone interested. I am concerned not only about vaping but also about the risks of fake nails due to the germs they harbor, especially in the workplace.

Yesterday, I went to a Wawa gas station because I had run out of my usual custom-made juice for my vaping device while I was out of town. I purchased a Juul starter kit and a 4-pack of mint pods. When I opened the sealed pod package, I discovered that the pods had fallen out because the paper was already torn open. To my disappointment, all four pods were empty, lacking any liquid inside. Despite the no-return policy, I attempted to get a refund, but ended up having to pay an additional $20 for a replacement I wouldn't use past that day. After a dispute with the Wawa manager, I insisted they open a new box in front of me to check. The experience was unpleasant, as I feared I had received a previously used pack from Juul. As I don't plan to use Juul anymore due to my preference for custom-made juice, I would greatly appreciate a refund from Juul since Wawa couldn't process the return. It's disheartening to have such a negative experience with a brand that usually receives positive reviews. I don't want another pack; I simply seek a refund for my money.

I believe your company is being treated unfairly. I've used your product since its launch. Quitting smoking with Juul has made me feel so much healthier; I couldn't quit without it. I'm frustrated that Juul is being associated with other e-cigarettes with harmful ingredients. Your product saved me from cigarettes for good, but I often misplace it as I'm 62 years old and disabled. Juul has been a huge motivator for me to start working out and lose weight. I plan to invest in your IPO. Can you consider creating a tracking feature like "Find My Juul" for older users like me? It would be a valuable addition and could help target the older market, which includes many smokers. I'd be interested in becoming a distributor. Thank you for your product.

Hello, Dear Customer Service, I recently purchased a silver JUUL device that seems to be too loose. Consequently, the refills keep falling out of it. When I attempted to have it replaced at the shop, they declined. After reaching out to a JUUL agent for guidance on requesting a replacement, I encountered difficulty in getting the website to accept my ID identification despite following the steps provided. The agent's troubleshooting advice yielded the same unproductive result. I recommend that JUUL explores alternative options, beyond utilizing the website, to facilitate the acceptance of my ID copy and process the replacement of my defective JUUL device. Thank you, Lynn

I am following up on an issue I reported last week. The replacement pods I received after the leakage problem with my original order also had the same issue. I have now encountered a second set of leaked pods from the same auto shipment. I have submitted another request for replacements. However, I did not keep the defective pods as they were leaking and had to discard them while I was away from home. I am unsure how to proceed without the pods to return. This is the first time I am facing this problem with warranty claims, and I would appreciate guidance on how to obtain replacement pods for both the previous and current faulty shipments. I kindly request an additional two-pack to replace last week's incomplete order and a four-pack to address the recent leakage issue.

Lately, I have been experiencing some issues with the mint 5% pods I've been purchasing. Out of the last multiple 4 packs I've bought, only a few were good while the rest tasted bad and started irritating my throat before I could finish them. When I exchanged a 4 pack before, I received another 2 pack with old pods, which didn't help my situation. I'm not looking for refunds, just a way to consistently get clear mint pods. The yellow ones are causing discomfort, and I can't tell what's inside the packaging before buying. I prefer not to try refilling pods. It's frustrating to not be able to rely on authorized Juul dealers for clear pods. I love my Juul but if the problem continues, I may have to explore other options. Thank you.