I ordered over $550 of product as a gift for a family member in NZ. I called Vape Culture and they assured me they'd shipped to NZ fine before, so I placed an order and paid for shipping to NZ. The order was shipped but then ended up being returned to Vape Culture in Melbourne, as apparently it wasn't addressed properly. I again paid for what I thought was additional secure, registered postage and Vape Culture shipped it again. This time, after weeks of waiting, it never arrived, and eventually, after weeks of chasing, NZ post admitted to losing it, despite it being registered post. I/my recipient in NZ, had to do most of the chasing and enquiries myself with NZ Post.
Vape Culture then tried to wipe their hands of it by advising me there was nothing they could do as they had sent the item with me as sender (so 'on my behalf'), and I would have to make a claim against NZ post myself. I reminded them that under Victorian consumer law (https://www.consumer.vic.gov.au/products-and-services/problems-with-a-product/products-missing-or--damaged-in-transit) , the seller is responsible for missing, postage. Therefore, I gave them the option of either refunding me, or sending replacement product to me in Queensland. They then completely ghosted me so lodged a claim with my bank.
My bank agreed with me, accepted my claim, and issued me a full refund.
Vape Culture intentionally made me jump through hoops and ghosted me, made me do all the work to resolve the issues and just cut me loose, despite knowing full well they were breaching consumer law. They listed me as the sender so they thought they could (incorrectly) absolve themselves of any responsibility if the purchase went missing in the mail. They made me pay twice for the same level of postage, instead of using the money I paid a second time to purchase a more secure postage option, which I requested.
BUYER BEWARE! Vape Culture will not honour consumer laws and CANNOT be trusted. read more
