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Puffco complaints

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29010 Commerce Center Drive
Valencia, CA 90017 | Get Directions

(323) 763-7340

https://www.puffco.com

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Total Amount in Dispute:
$438.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our records indicate the company failed to respond to the one complaint brought to its attention.

Complaint Closing Statistics

1 complaints against Puffco closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

1 complaints against Puffco

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8/14/2023

RESPONSE: Complaint was not answered Amount in Dispute: $437.75 Amount Settled: $0.00

Customer Complaint

7/19/2023

I ordered a $420 device from PuffCo. They state they offer tracking with their shipping. This is technically true, but the tracking was abysmal at best. It took WEEKS and the tracking was not updated. One day someone just showed up at my door with my package. Upon arrival, I opened my device and it did not work. Again, a brand new $420 product did not work immediately out of the box. They are refusing to provide a refund. They are instead offering to repair or replace the device, but that is an unacceptable solution given their unreliable and untrustworthy business practices. -They claim to offer tracking for their packages. If the tracking is not updated, what is the point? Upon my research the issues with shipping have been going on for YEARS, meaning PuffCo is well aware that their shipping and tracking is unacceptable but has chosen not to resolve it. -Given how unreliable the shipping and tracking is, it is not reasonable to expect me to ship a $400 product across the country and just hope it makes it there and back safely -It took an extended period of time to receive my product. Upon additional research PuffCo notoriously takes a very long time (often MONTHS) to resolve warranty issues. This is unacceptable especially given how much of a hassle I have gone through and how uncooperative PuffCo has been Resolution Sought I would like to ship the device back for a full refund

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