Hello, I'm your loyal customer sine 2014 from the day your first store open. I never have any problem until today. I was at the store today getting my usual two bottles of Ice Ice ejuice max VG 70 ml 6 nic, the store was very busy. Your general manager was the one helping me out with my order, he misheard me and got me a Vanilla Bean Ice cream instate of my usual iceice. I did not realize the mistake until I was back at my office and had crack one of the bottle. I returned to your store in less than 2 hours to hopefully exchange at least one bottle, because it wasn't even open yet. He told me there is nothing he can do because the bottles had left the building and they do not do a refund or exchange according to policy. I didn't have the receipt, and I had mistakenly opened one of the bottles, so I understand if he cants help me out. However, when I visit your website it's CLEARLY SAID "If your order is received and contains incorrect items or is missing items, then you must notify us within 24 hours of receipt of the package. We will certainly fix any mistakes that we have made, but we must be notified in a timely manner." It's not 24 hours yet and I know your GM can reprint my receipt, so I called in and asked about the policy. He was very unhelpful and keep repeating that it's not his fault that he misheard me didn't take time to confirm my order and make a mistake. According to him, I'm should have been paying attention when I order. Making mistake is human nature every one does it, but not solving it! and blame it on other person is another thing. I'm now stuck with 140ml of ejuice that I won't use, that's is my mistake. To solve this I'll stop going to Cool Vape. I do realize I'm only one customer and my business is not important, I have probably referenced all my smokers friends and family to you guys over the last 4 years, I met you personally at one point. I love your establishment and hope for the best in your business, but I do hope you fix your mistake and take a hard look at you GM. I do understand he is your close relative or event close friend, but that's is not how a GM should behave. Sincerely Jim Chan read more

Worst place to shop, rude staff, no value for customer. Remember they will tell you about 1 year warranty but will never fullfill it.....

Worst place to go. There's a lot of reasons (e.g. they don't carry aspire tanks... wtf?) but the biggest one is THEY DON'T KNOW HOW TO MIX YOUR JUICE PROPERLY. 3 times in a row I got juice from them that destroyed all my coils because it wasn't mixed properly. Yes, i shook it for a very long time. The people there have no idea what they're talking about half the time, because they have no experience. I'm sorry, but Cool Vape SUCKS. read more

Not happy. Talk to your guy at the store. Pretty ignorant. Between me and my friend we have been shorted now on orders 4 times. Now I have a bunch of coils I can't use. We have spent close to 2000 dollars there over the last 6 months. Not even worth a courtesy phone call. You just want me to keep footing the bill and you keep doing business the way your doing it. The free bottle of juice(3 Mil) won't even fill the tank. You would think you could have just sent the new tank before (refunding my credit card) but instead I have to re order and I foot the bill for shipping, after you made the mistake. Like I said out of 10 or so orders between me and my friend we have been shorted 4 times. Wont know about the order that was shipped yesterday but if its is short I will be calling this fraud. Good luck in your business because I don't think your going to last long. read more

Worst service, they say that products are under warranty but if you have any issue they won't entertain you. I informed about the defected device just within 24hours and they can't do anything. read more