Juul Customer Service Issues

I have purchased 8 Juul starter kits in the past 4 months due to various issues. One unit wouldn't stop firing, 3 stopped charging, and 2 won't turn on at all. Now on my 9th Juul, I hope it doesn't malfunction. None of the devices were subject to damage from dropping, water, heat, or cold. Additionally, I am disappointed with the pods' quality. Although my Juul helped me quit smoking, the pods have been unsatisfactory compared to when they were first released. I primarily use menthol flavors and have bought 30 pod packs in 4 months, experiencing issues like leakage and burnt coils/cotton in most pods. Despite my loyalty as a customer, I feel let down by the declining product quality and see it as a waste of time and money.

I have contacted your support team twice via email and tried calling twice without any response. Being on a fixed income due to retirement and SSDI, it is challenging for me to waste money on products that do not work properly. The charger I purchased stopped working after the first use, and the starter kit was missing essential mouthpieces, leading to additional expenses. I hoped by investing in your product as a cigarette alternative, it would save me money in the long run. I believe a reimbursement for the $75 spent on cigarettes since your product failed is reasonable, especially when cigarettes cost up to $11 a pack in Philadelphia, PA. If these issues are not addressed promptly, I will have to involve legal authorities and share my experience on social platforms.

Hello, I purchased a brand new Juul around two weeks ago, on either November 13th or 14th. Before I could register it online, I had it charging in the USB port of my computer at my campus library. Unfortunately, when I stepped away to use the restroom, someone took it from my desk. Is there any way to still activate the one-year warranty on it? I would appreciate any assistance you can provide in this matter. Thank you.

I have spent nearly $[redacted] on your pods and the initial product cost. Three times, the entire pod pack has leaked on me. I have tried to contact customer service three times, waiting for an hour each time. I value my time at $20 per hour, so that's $60 wasted. If you won't compensate for the poor customer service and product quality, I hope your company faces consequences. The three leaking pod packs have made me spend more money on your faulty products. I hope you improve your customer service and product quality. Some customers, like myself, rely on these products for nicotine and cannot afford to waste $[redacted]. Your lack of accountability and poor service is deeply disappointing.

Hello! I recently bought three packs of mango pods at my local gas station. I was stocking up due to recent news that they may be removed from shelves. However, I was disappointed as all the pods had dark juice, liquid inconsistency, and were harsh. Only 2 or 3 out of the 12 purchased were decent. I'm hoping to have two boxes replaced to rectify this issue. Even though I'm a fan of your product, these pods were not up to standard and even irritated my throat. Can I please be reimbursed for two packs? I can provide photos of the pods if needed. Thank you! GO JUUL!

I shipped my items over two weeks ago. Prior to sending them, I contacted customer support and informed them about my devices. The customer service representative advised me to pack all the devices together. Even though the silver one had registration issues, I included it with a photo of the serial number. I sent a navy blue one with an open claim, along with a silver and a standard black/grey device. I rely on multiple devices daily due to charging limitations. However, I have not received any updates or replacements from Juul since. I am hoping to get my devices back as promised under the Juul warranty. Thank you for your assistance.

Hello, I'm experiencing some issues with my Juul. Initially, it started becoming difficult to pull and get any vapor. Over a couple of days, it became increasingly hard to draw air, started leaking, and then stopped hitting properly altogether. The Juul's light began acting up, and eventually, the device stopped working completely. I have taken good care of the Juul, model number 4X09XU9G, and haven't caused any damage to it. I'm unsure how to fix this, but I'm willing to send it in for repair or would like a replacement. I really enjoy using my Juul, this being my second one after losing the first to the ocean. Any assistance would be greatly appreciated. Thank you for your understanding and help. - E.

I visited www.juul.com/survey and entered the code from my Juul starter kit for the $30 Visa e-Gift Card survey. After entering, a message popped up prompting me to join an online community with two options: join or do not join. I opted not to join, assuming it was separate from the survey. Unfortunately, I was then redirected to the homepage without any indication of my survey entry, and no way to re-enter my used code. I would appreciate the chance to complete the survey and claim the e-Gift Card without the confusing option that led me to exit the survey.

I purchased my Juul from the Lukoil Mini Mart in Guilderland Center, NY [redacted]. When I contacted Juul about issues with my device, they informed me that the warranty had already been used for a replacement, which I did not do. The owner of the store told me not to contact Juul and reassured me he would replace the device, despite it being under a one-year warranty. After a while, I bought a second Juul and faced issues once again. Juul mentioned that this device had also been replaced. Visiting the store, the owner refused to take any action. I am unsure about the business practices of both the store and Juul. This situation seems quite unethical to me on several levels. I am eager for a prompt resolution to this matter and hope to hear from you soon.

I am experiencing issues with my Juul pod's performance. Despite inserting a new pod, I am unable to consistently obtain nicotine or vapor. The battery charges fully, yet fails to consistently connect with the pods. The LED indicator does not always display the correct color despite tapping it multiple times. I have confirmed that the pods work in a friend's vape, indicating the problem lies with my device. I attempted to report the issue online, only to discover it had already been replaced, albeit with another faulty unit. I am within the one-year warranty period and would appreciate a replacement that functions properly.

I bought my Juul on 12/10/18 from a vape store, and I'm experiencing issues already. It's not consistently recognizing pods when I insert them, and sometimes it continues to fire for a moment after I stop using it. I completed a warranty form yesterday and received an email stating I needed to create an account, which I couldn't do since I am only 19 (in Pennsylvania). Today, customer service advised me to select "Vapor trouble" instead of "Other problems." Despite encountering difficulties, I managed to proceed after providing my age ([redacted] was listed). However, after entering the serial number, it informed me the warranty had already been claimed, likely due to my previous attempt. I tried calling multiple times, but the calls were disconnected due to long wait times. I am unsure about the next steps, if I will receive a replacement, or how to resolve this issue. I haven't received any further emails regarding the warranty, aside from the initial one prompting me to create an account. Any assistance would be greatly appreciated.

I urge you to reconsider profiting from young people's addiction. My 17-year-old brother is addicted to your product, using one pod per day. His lungs and brain are still developing. When I asked how he got it, he said, "It's easy. Everyone at school Juuls." You are marketing carcinogenic chemicals to easily addicted YOUTH. My brother's generation is being used as guinea pigs for early cancer and death caused by your company. How can you continue to market this poison, especially to youth? Your company claims it's an alternative to cigarettes, but it is proven to be more harmful, putting the health of millions of children at risk. I implore you to reconsider the impact of your company's actions and have some compassion by putting an end to this.

My son got me a Juul last month, and out of the two packages of nicotine pods he bought, only one pod in each package didn't leak. The other pods leaked so much that my Juul needed to be cleaned twice from the nicotine liquid. Despite keeping the Juul upright, the leaking persists, costing me money and creating a mess. I've been conscious not to draw on it too hard, as I wasn't a heavy smoker. After spending $20 on one package and purchasing another recently, I faced the same leaking issue with the pods. I worry about the product's quality and cost, as I can't afford to keep replacing leaking pods that also end up in my mouth when used.

My underage child has been receiving Juul cartridges directly from Juul, bypassing age restrictions. Our family does not smoke, but my child is now addicted to nicotine due to the appeal of Juul among his high school peers. While efforts to reduce cigarette addiction are commendable, Juul is leading young people, even as young as the sixth grade, towards nicotine addiction, with potential long-term consequences. Safety statistics are not reassuring, as I have seen these devices easily modified to use other substances. As someone in the medical field, I am deeply concerned.

Hello, my name is Willy. I had successfully completed the JUUL survey initially and received my gift card without any issues. Although I received surveys for two more months following that, I did not receive any for November or December. As I have been a dedicated JUUL customer, purchasing over a dozen new device kits and spending around $[redacted] monthly on their products, the $30 gift card has been a great incentive for me to continue using their products. Recently, when I tried to complete a new survey using an Access Code from a new device I purchased (92E6-DACD) at www.juul.com/survey, the survey page closed abruptly, and I was unable to reopen it despite multiple attempts. I am looking for a quick response to address this issue so that I can continue benefiting from the gift cards as a loyal customer. I am eager to hear back soon. Thank you, Willy G.

I recently tried to purchase a starter kit from your website, as I've been a satisfied user of your products in the past and wanted to have one of my own. However, I encountered several difficulties at checkout. Despite multiple attempts to provide my credit card information, I received an error message each time. To my surprise, I later discovered that I was charged three times by Juul due to pre-authorization charges. I contacted my bank and learned it was a common practice. Seeking assistance, I called Juul's customer service, only to be abruptly disconnected by two representatives after explaining the situation during a 20-minute wait. This experience has left me disappointed and discouraged. While I used to advocate for your brand, these events have made me reconsider future purchases. I hope this was an isolated incident and urge Juul to enhance its customer service to prevent similar issues for others. It's disheartening as I saw your products as a promising option for those looking to quit smoking, but now I'm hesitant to invest in them again after this negative experience.

My wife and I, at the insistence of our grand daughter, bought 2 starter kits from a Kangaroo Convenience store in Ocoee, TN. After initially trying the kits and not being overly impressed, we set them aside for a couple of months. Recently, we decided to give them another shot. My wife prefers the creme brulee flavor while I lean towards the berry variety. However, when I reached out to our original store, they weren't very informative about their stock. After a few attempts, I managed to contact a location in Cleveland and spoke to the manager. They mentioned having Mango in stock along with Virginia Tobacco and regular Tobacco. The manager also stated that Juul is discontinuing Mango and Cucumber, and they will only offer the two Tobacco flavors, Menthol, Mint, and another flavor. I'm uncertain if this information is accurate. Will I need to order the other flavors directly? Additionally, I stumbled upon a website selling various Juul flavors. Any assistance would be appreciated.

I recently purchased a Juul from a store, but they refused to give me a receipt. Upon getting home, I realized the Juul was not working. When attempting to return it, they denied me again. I am currently dealing with stage 2 breast cancer and trying to switch from actual cigarettes to Juul to aid in quitting. Unfortunately, without the receipt, I am unable to get the help I need. My financial situation is constrained due to my ongoing radiation treatments, and I am hopeful that someone from the company can assist me in being reimbursed for the faulty Juul I purchased.

I received a starter pack with a card stating I could get a $30 Visa e-gift card for completing a survey. I visited the website and followed the instructions. Initially, it seemed like a sign-up page, but eventually, I found the survey. However, at the end of the survey, it abruptly indicated I was not accepted without mentioning the gift card. I feel this might be false advertising. I was confused why I was not accepted without an explanation. I hope to get a response soon. It was challenging to find a way to contact you on your website; I had to google it. My name is Mary B., and you can reach me at [redacted] or [redacted].

My Juul battery is not functioning properly when I try to use my pods with it. The light doesn't consistently blink when I insert a pod, and most of the time when I try to take a drag, I end up inhaling nothing but air. Occasionally, when I do manage to get a drag, I find myself with juice in my mouth. I ended up buying another device to avoid going back to cigarettes, but I prefer using the Juul and would appreciate a replacement battery to fix this issue. I have also encountered three or four faulty pods in the past few months, all in cucumber flavor. I have kept both the faulty pods and the battery. Despite these problems, I really love Juul products. I credit the cucumber Juul for helping me quit smoking after 10 years and I enthusiastically recommend it to my friends who are trying to quit. Thank you, Juul. I am eagerly awaiting your response.