Juul Customer Service Issues

I recently purchased a Juul device that arrived in poor condition. The packaging seemed to have been tampered with, causing the flavor packs to be crushed. This was my first purchase, and upon asking my friend, who is a regular buyer, she confirmed that the product I received was subpar. Today, when attempting to use the different flavors, only cool mint worked. My friend also encountered issues with her device after trying the flavors from my Juul. I am highly disappointed as I was hoping to quit smoking today but ended up buying cigarettes instead. Unfortunately, I couldn't register my device online because the serial numbers inside the box are illegible due to the damage. I have pictures available for reference. Despite the external appearance, the product was clearly defective and poorly packaged, leaving me feeling disheartened.

To Whom It May Concern, I have purchased several Juul devices and regularly buy pods. I am a big fan of the product. One issue I face is being in places for extended periods without access to a charger for my Juul. While the Juul batteries are good, they don't last indefinitely. I believe it would be a fantastic idea to create an adapter that fits into the phone charger port, allowing a Juul pod to be inserted. I would appreciate your feedback on this suggestion as I haven't seen it implemented anywhere. With your company's influence, such a product could have a significant impact if feasible. I am currently a student at the University of Arkansas and believe this innovation could be very popular on college campuses, given the prevalence of Juul devices. Thank you, K.E.

Dear Juul team, I am a Brazilian who encountered Juul for the first time during my visit to America a couple of months ago, and I have successfully transitioned to using it instead of traditional cigarettes. Juul has played a significant role in helping me quit smoking. However, I am facing difficulty finding Juul products here in Brazil, resorting to purchasing them from online marketplaces and dealing with extended shipping times to Brazil. I am inquiring about any potential plans Juul may have to officially introduce your products to the Brazilian market. The positive reception from those I have shared my Juul with indicates a considerable demand for your product here. There appears to be a substantial market opportunity for Juul in Brazil, especially in major cities like Sao Paulo and Rio de Janeiro. If you decide to establish a presence in Brazil, I would be willing to assist as a Juul representative. Warm regards, Silvio

I want to share my dissatisfaction with JUUL products. The pods are expensive, the flavor range is limited, they often leak, and the devices don't last long. The cost of a single unit without pods has significantly increased recently. JUUL seems to prioritize profit over perfecting their product. After my current device stops working, I plan to switch back to traditional e-vapes for a more economical option. JUUL's pricing doesn't justify the value compared to regular cigarettes. It's frustrating to spend $35 every time the battery needs replacement. I believe it's time to return to more affordable vaping alternatives.

As a concerned teenager, I am troubled by my peers' addiction to juuling, which is negatively impacting our lives and risking our health. I believe Juul could help by producing pods with lower nicotine levels of 1-2% instead of the current 5%. Introducing these reduced nicotine options in popular flavors like mint, mango, and cucumber in a beginner's pack could encourage users to consume less nicotine. This change could not only benefit teen users but also improve Juul's image and contribute positively to the e-cigarette industry.

I purchased my Juul on July 26, [redacted], and I have kept the receipt as I know they offer a limited one-year warranty. Recently, I encountered an issue when a cappuccino flavored pod from the starter pack I received started leaking badly, causing liquid to get inside my Juul. Despite following Juul's cleaning tips using a cotton swab with rubbing alcohol and inserting a new pod, I continue to experience weak hits or a burnt taste. I am disappointed to face this problem just a few weeks into using my Juul and wish to have it replaced. I have taken good care of it without any modifications, storing it in a case and maintaining proper conditions. It seems clear that the issue stems from a defective Juul pod, and I hope Juul can assist me by providing a replacement. Thank you for addressing my concern. Best regards, B.A.

While out with friends, someone tampered with my drink, leading to unauthorized charges of $[redacted] on my debit card, as well as the theft of my phone and Juul. I promptly filed a police report. Sadly, my brand new Juul was taken before I could register it. As a dedicated Juul user for years, I have even introduced others to the product to help them quit smoking. As a Johns Hopkins student, I am currently unable to afford a replacement. I have attempted to locate the serial number through the merchant but with no success. I am now seeking advice on where I can purchase a refurbished Juul. Thank you for your attention to this matter, and I hope to receive a response soon.

Before I started vaping, I used to smoke half a pack of cigarettes a day, causing various health problems. Transitioning to JUUL was a great alternative for me initially. However, the JUUL device I received had LED issues and a quick battery drainage problem. Upon inspecting the device, I noticed a wire was damaged inside. When I attempted to fix it, the wire became uncontrollable. I enjoyed using my JUUL and would like a replacement, but my current finances prevent me from buying a new one. I urgently need a replacement and I have photos of the issue if needed. Please respond promptly!

I am a 56-year-old mother of five, and I am a big fan of my Juul. Despite the teasing I receive, I have spent over $1,[redacted] in the past year on new Juuls and pods. Unfortunately, after 6 to 8 weeks, I consistently face issues with the devices. About 6 months ago, I had a great customer service experience and received two replacement devices. I am reaching out again for assistance as I believe it's unfair to have to keep purchasing new devices that quickly malfunction. I adore this product, especially during these stressful times due to my new job in real estate. I am hopeful that I will receive the same excellent service I received previously.

I recently purchased a pack of pods from Speedway yesterday evening. Unfortunately, I have already gone through three of the four pods and they keep leaking and spitting juice into my mouth. I have been a Juul user for several months and this has never been an issue before. Typically, a pack lasts me a week. I am unsure how to proceed as I really don't want to risk spending another $17 for pods that might not work. I still have the fourth pod sealed in the pack from yesterday and can send it to you if needed. All the first three pods had the same issue, so I am concerned the fourth one will also leak. Given that I live paycheck to paycheck, the cost of the pods is not something I can easily afford. What steps should I take next?

I have clearly expressed my frustration multiple times. I have faced several issues and corresponded through email with Brianne, who was identified as the sole person in charge of your support team. Unfortunately, her assistance was inadequate. After years of smoking, I decided to try Juul based on many recommendations to quit. However, my first Juul device malfunctioned with no vapor production. When I reached out to Juul's support team, they provided a coupon for replacement pods, but the pods sent were incorrect. I understand the warranty process, but it's unreasonable to ask a daily nicotine user to go without their device for over a week for troubleshooting. Offering a charged replacement with a credit upon confirming the defect could be a more reasonable solution. I am disappointed with Juul's approach, as it seems like they are not concerned if customers resort to cigarettes as an alternative.

I recently purchased a JUUL that included a voucher promising a $20 gift card for joining JUUL Talk. After signing up, completing the survey, and answering all the questions, I was informed at the end that I did not qualify for the gift card. There was no mention of needing to "qualify" prior to this. This situation seems unfair, considering I followed the instructions. Subsequently, when purchasing two more starter packs, I did not receive any vouchers, which suggests the surveys may be randomly distributed.

Hello, I need assistance with a problem I encountered with a pack of Juul pods. Although I've been using my Juul without any issues for less than a month, the Fruit Blend pods I recently purchased started malfunctioning after just four draws. Upon inspecting the pod, I noticed a dark brown layer near the bottom which may have affected its performance. The vapor production has significantly decreased, and the blend seems harsher than usual. While I understand that I can't exchange an opened pack, I would appreciate a refund or a coupon for a different pack since this pod is defective. I have only used one pod from this pack and can provide photos if required. Your prompt assistance is greatly appreciated. Thank you, EJ

I connected my Juul to charge it, and the light indicated it was charging. After a while, it flashed green three times, but when it's fully charged, only the green light should be on. However, when I picked it up, it showed the red light after charging for approximately 30 minutes. Initially, the Juul was working well, but then it started flashing red, indicating it's dead. I'm confused and frustrated as I've been attempting to charge it for an hour now, and it keeps showing as dead. I'm not sure what to do since I purchased it from a friend without having the necessary information.

Hello, I am Kaila. I recently became a Juul customer and was thrilled to buy my first Juul. Unfortunately, after just 3 weeks of ownership, it suddenly stopped charging. I use it lightly and don't believe it's fair for a new customer like me to have to buy a new one. My friends who also have Juuls never had any battery problems, so I suspect I received a defective battery. Could you kindly send me a replacement device? I am willing to return the faulty one. Please confirm if you agree with this resolution, and I will provide my shipping details promptly. Your assistance would be greatly appreciated. Thank you, Kaila R.

I completed the survey for my e-cigarette only to be notified at the end that it had reached its participation limit. Why wasn't this stated upfront to avoid me wasting thirty minutes on your survey and receiving a message about the high number of users in my age group already taking it? It seems obvious that people in my age group are the main users. Despite lying about my age to progress, I still encountered the same message. It's highly improbable that there are many [redacted]-year-olds using e-cigarettes. Furthermore, I've spent $18 on a pack of four pods just for them to leak everywhere, which some suggest may be deliberate to drive more purchases. Taking this survey was the one thing that made me consider giving your product another try, but sadly, it only confirmed my initial reservations. There must be improvements in the future if you wish to retain customers.

I am reaching out for the second time. I unfortunately lost my husband to cancer and now I am dealing with issues related to my throat and voice box. After all the financial strain from my husband's medical bills, I am struggling to afford help to quit smoking. A friend recently got the Juul blush gold, and I believe it could help me quit. However, with my current financial situation, I cannot afford one. I am desperate for assistance and have not received any response from your company. I am pleading for your help. I know Juul offers samples, promotions, or gift certificates that could support me in quitting smoking. Please consider my situation and provide me with the help I desperately need. Thank you. [redacted]

Hello, my name is Rebecca. I purchased a Juul to aid in my smoking cessation journey, which it successfully did until last night (September 4th). While charging my Juul, I noticed a strong burning odor after a few minutes. Upon investigation, I found my Juul overheated to the point of melting the charger and spilling the contents of a full Mango Pod. The device now emits a burnt plastic smell. This incident has left me concerned. I rely on my Juul to quit smoking and catching this issue early was crucial. I urge you to address this problem promptly and consider replacing my Juul. Thank you.

I switched to Juul in April after being a pack-a-day smoker. The transition was tough initially, but I grew to love it as it eliminated the smell and waste of traditional cigarettes, and I started feeling better. My favorite is the Virginia tobacco flavor. However, I've been disappointed recently due to leaky pods from the new packaging at the store where I usually buy them. The leaking pods have been a significant waste of money; a pod used to last a whole day but now only lasts an hour or two. I've tried various solutions, including cleaning the Juul and buying a new one, but the problem persists. I've spent over $[redacted] on a new unit and multiple boxes of leaked pods, making me consider switching to a different product or even going back to smoking. A refund would be greatly appreciated. Best, C.K.

I have purchased three packs of pods in the last three days, which is unusual for us since we typically only go through three a month. However, we have been experiencing ongoing issues where our Juul seems to hit on its own, causing each pod to leak completely into our mouth or all over the Juul within 30 minutes. Despite trying to resolve the problem myself, I have become frustrated. I have already spent $60 on pods in just three days, and it is clear that my Juul is broken. I am requesting a new Juul and compensation for the money we have lost on the pods that we couldn't even enjoy due to these issues.