Grasshopper Labs LLC

Hi There, Here is a link to our terms of service: https://www.grasshoppervape.com/terms-of-service/ Here is a link to our warranty policy which can also be viewed in your owner's manual: https://www.grasshoppervape.com/information/manual/ I apologize for the trouble you have
had with your Grasshopper VaporizersIt is our policy to offer a lifetime warranty for every device we sellWe have offered this customer this same lifetime warrantyWe have gone above and beyond to maintain a positive relationship with this customerThis includes sending part of his order early, sending the remainder of his order early, replacing parts at his request, and replacing parts that don't have a malfunction. We do not offer refunds on used products, which is stated at the time of checkoutWe do, however, offer the lifetime warranty for any device with a problemIn regards to the two Hoppers we have here now, I have been in communication with you today about the return of these itemsThey were received on November 2ndWe had them for days and they were sent out this morning to be returned to youIt takes us a bit of time to process the service once the unit is here as we often have to let it charge fully with the provided charger a few times to ensure everything is working properlyIn regards to your mention of the same issue occurring repeatedly; the issue you report is not a malfunctionEach device varies slightly in external temperature during use and we have gone above and beyond what we would normally offer in an effort to find you satisfactionI apologize that you are still not satisfied. Unfortunately, I am not able to offer you a refundWe are happy to offer you the option for further warranty service if you would like.

Hopper Labs offers our product for pre-order onlyWe make it clear at the time of purchase that the ship dates are estimated and not guaranteedWe are a very new and very small company still working out some production issuesWe offer full refunds to anyone who decides they do not wish to wait
for their order to shipWe apologize for the delays in filling the complainants order and can process a refund immediately if they decide to proceed that way

This customer was refundedHe emailed the incorrect address numerous times and received no reply due to emailing a "no-reply" addressI received his request for refund and have processed it right away

Hi There, I am sorry for the extended wait time you experienced with your pre-orderIt is never our goal to inaccurately provide shipping estimatesWe do our best to factor all possible delays into our production times when making these estimates but being the new company that we are, we have experienced some delays that were not foreseeable. In regards to the refund for a used product, if you believe it is malfunctioning, we are happy to offer you warranty service through the website GHVape.comWe ask that you register the device and submit a claim so I can get it processed and determine if there is a malfunction with your HopperAll of the service we offer is free of cost to the customer. We are happy to offer you a full refund on the item that was not shipped with your GrasshopperWe ask that you email us at *** for assistance with receiving that refund. Again, I am sorry for the delay in filling your order and for the fact that your are less than satisfied with your HopperWe are happy to get it checked out for you and ensure it is working properlyYou can email me at *** if you need assistance with the warranty process.

Hello,Thanks for contacting us via the Revdex.comI know it has been frustrating having to wait so long to receive your Grasshopper Vaporizer and we are doing our absolute best to get it to you quicklyAs you mention in your complaint it should be easy to calculate estimated delivery times with the
numbers you suggestedThe problem is that the over the last months the number of units produced per-week has varied drasticallyWe have had a number of setbacks which took numbers which we hoped were accurate and made them very inaccurateThe products utilizes some of the industries most advanced electronics and components which have shown to be difficult to produceWe have been making adjustments to our estimations to better accommodate for these unknowns.? Customers are always entitled to a 100% refund at anytime should they choose they do not wish to wait any longerAs you pointed out we make a effort to keep communication open and provide the best information we have at the time.? Thanks,? Hopper Labs

Hello,Thanks for the responseFrom what I understand the customer does not want a refund but is upset about the product delayWe do our best to provide accurate shipping dates but these dates are always listed as "estimated shipping dates"As a very small company building a very complex product, there are a lot of things that could cause a delayWe rely on over different manufacturers and hand assemble every product here in the United StatesThis takes an incredible amount of time and resourcesCustomers often expect small companies with very few resources to have the same manufacturing power as the massive corporations they are used to dealing with.To keep customers informed we issue monthly updates and keep shipping estimation information as current as we canWe also offer a 100% refund at anytime for those who no longer wish to wait.? Please let me know if there is anything else I can do.? All the best,***? ? ?

?
Complaint: ***
I am rejecting this response because:I no longer have any use for this device, it is unreliable and I should have either been sent a repaired device in less than months or a brand new deviceThe warranty repair timeline is more than unacceptable and I would like my money back for this purchase as I have had to purchase another device since this one has been out of my possession for so long
Sincerely,
Devin ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
?

I am again sorry for your frustration with our warranty systemWe service of customers and must have protocols in place so we can effectively serve all our customersAt no point have we ever refused warranty service but only asked you to abide by the same procedure all our customers doWe offer a lifetime warranty on our products and as such often repair rather than just replace themThis is an effective method which makes our warranty service possibleWe responsibilities of the customer regarding warranty service are described in the owners manual provided with your device.? Again we apologize for any inconvenience as we obviously do not like to frustrate any of our customersWe will continue to service your devices and hope to provide a more satisfactory experience going forward.?

Complaint: ***
I am rejecting this response because: I do not want a refundGrasshopper labs may be a small company but any fool could tell you they are lying when giving these estimatesHow can one day they will tell you your order is on track to ship that mo th and then a few days later when that estimate was missed, it's now more monthsA change in shipping estimate that big is known before handJust tell people the truth when you know an estimate will be missed rather than lyingThe response given is just your standard copy paste response you give anytime anyone complains saying you would be happy to cancel the orderThat doesn't excuse the lies.?
Sincerely,
*** ***

I am rejecting this response because:I reject the idea that the problem is either a one-off issue with my vape that I can warranty or that the I am using it incorrectlyMy point is that I think there is a design flaw in that it gets too hotI only use it on the 2nd heat settingThere are three higher settingsYou told me not to take draws in the 15-second rangeI have never come close to thatA long draw would be secondsAlso, the fact that you cannot use the device without the silicone moutpiece is another indication that it gets too hotI think the product is poorly designed because of the heat transmission from heating up so fast and the fact that the heating element is so close to the mouthpiece.? As for the leather sleeve that never shipped, yes I want a refundI never got any update on it and did not even realize that it had not shipped until I made this complaint and reviewed the invoiceI think a better customer service team would have reached out to me and let me know when it would ship (there is no estimated ship date) or offer a refund, especially given that we are months after purchasing itThis is just another indicator of how lousy customer service has been.? I don't really have anything else to sayThe company is obviously not going to budge from its return policy, warranty policy, and claims that if I use it "correctly" I won't have any problemsI disagree
Sincerely,
*** ***

Hi There, Here is a link to our terms of service: https://www.grasshoppervape.com/terms-of-service/ Here is a link to our warranty policy which can also be viewed in your owner's manual: https://www.grasshoppervape.com/information/manual/ I apologize for the trouble you have...

had with your Grasshopper Vaporizers. It is our policy to offer a lifetime warranty for every device we sell. We have offered this customer this same lifetime warranty. We have gone above and beyond to maintain a positive relationship with this customer. This includes sending part of his order early, sending the remainder of his order early, replacing parts at his request, and replacing parts that don't have a malfunction. We do not offer refunds on used products, which is stated at the time of checkout. We do, however, offer the lifetime warranty for any device with a problem. In regards to the two Hoppers we have here now, I have been in communication with you today about the return of these items. They were received on November 2nd. We had them for 7 days and they were sent out this morning to be returned to you. It takes us a bit of time to process the service once the unit is here as we often have to let it charge fully with the provided charger a few times to ensure everything is working properly. In regards to your mention of the same issue occurring repeatedly; the issue you report is not a malfunction. Each device varies slightly in external temperature during use and we have gone above and beyond what we would normally offer in an effort to find you satisfaction. I apologize that you are still not satisfied.  Unfortunately, I am not able to offer you a refund. We are happy to offer you the option for further warranty service if you would like.

I am again sorry for your frustration with our warranty system. We service 1000 of customers and must have protocols in place so we can effectively serve all our customers. At no point have we ever refused warranty service but only asked you to abide by the same procedure all our customers do. We offer a lifetime warranty on our products and as such often repair rather than just replace them. This is an effective method which makes our warranty service possible. We responsibilities of the customer regarding warranty service are described in the owners manual provided with your device. Again we apologize for any inconvenience as we obviously do not like to frustrate any of our customers. We will continue to service your devices and hope to provide a more satisfactory experience going forward.

Hi There, I am sorry to hear you are less than satisfied with your Grasshopper purchase. Per our terms of use, which you agree to at the time of checkout, we do not offer a refund on a used product. Here is an excerpt from our terms of service relating to refunds:  p.p1 {margin: 0.0px...

0.0px 0.0px 0.0px; font: 30.0px 'Helvetica Neue'; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 14.0px 'Helvetica Neue'; -webkit-text-stroke: #000000} span.s1 {font-kerning: none} Returns/RefundsAny customer with a pre-order can request a 100% refund at any time prior to shipping of the order. Please contact [redacted] to request a refund. Unused products can be returned for a full refund within 20 days of receiving a shipping email. Once the product is used it cannot be returned for a refund.Additionally, there is more usage information following this link: https://www.grasshoppervape.com/information/tips-and-tricks/ This information will instruct you on the best usage methods which will reduce temperature of the device.  We sincerely apologize for the delays in getting your order shipped. We have significantly reduced the wait time between pre-order placement and shipment and have seen more Hoppers shipping out than ever before. We apologize for the trouble you have had with your Hopper. We are happy to stand by the Lifetime Warranty that is offered for the device. Please email [redacted] if you have additional questions or troubles with your device.

Complaint: [redacted]
I am rejecting this response because: the "repaired" pieces they just sent back, after 3 weeks of having them are still defective.  I I do not want to keep going back and forth thru the Revdex.com.  I simply wanted my complaint logged with you. I have absolutely zero confidence or faith that Hopper Labs will rectify their behavior. Hopefully these complaints will either make them change their ways or put them out of business. 
Sincerely,
[redacted]

Hello,Thanks for contacting us via the Revdex.com. I know it has been frustrating having to wait so long to receive your Grasshopper Vaporizer and we are doing our absolute best to get it to you quickly. As you mention in your complaint it should be easy to calculate estimated delivery times with the...

numbers you suggested. The problem is that the over the last 8 months the number of units produced per-week has varied drastically. We have had a number of setbacks which took numbers which we hoped were accurate and made them very inaccurate. The products utilizes some of the industries most advanced electronics and components which have shown to be difficult to produce. We have been making adjustments to our estimations to better accommodate for these unknowns. Customers are always entitled to a 100% refund at anytime should they choose they do not wish to wait any longer. As you pointed out we make a effort to keep communication open and provide the best information we have at the time. Thanks, Hopper Labs

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Hello,Thanks for the response. From what I understand the customer does not want a refund but is upset about the product delay. We do our best to provide accurate shipping dates but these dates are always listed as "estimated shipping dates". As a very small company building a very complex product, there are a lot of things that could cause a delay. We rely on over 50 different manufacturers and hand assemble every product here in the United States. This takes an incredible amount of time and resources. Customers often expect small companies with very few resources to have the same manufacturing power as the massive corporations they are used to dealing with.To keep customers informed we issue monthly updates and keep shipping estimation information as current as we can. We also offer a 100% refund at anytime for those who no longer wish to wait. Please let me know if there is anything else I can do. All the best,[redacted]

This customer was refunded. He emailed the incorrect address numerous times and received no reply due to emailing a "no-reply" address. I received his request for refund and have processed it right away.

I am rejecting this response because:I reject the idea that the problem is either a one-off issue with my vape that I can warranty or that the I am using it incorrectly. My point is that I think there is a design flaw in that it gets too hot. I only use it on the 2nd heat setting. There are three higher settings. You told me not to take draws in the 15-30 second range. I have never come close to that. A long draw would be 5 seconds. Also, the fact that you cannot use the device without the silicone moutpiece is another indication that it gets too hot. I think the product is poorly designed because of the heat transmission from heating up so fast and the fact that the heating element is so close to the mouthpiece. As for the leather sleeve that never shipped, yes I want a refund. I never got any update on it and did not even realize that it had not shipped until I made this complaint and reviewed the invoice. I think a better customer service team would have reached out to me and let me know when it would ship (there is no estimated ship date) or offer a refund, especially given that we are 13 months after purchasing it. This is just another indicator of how lousy customer service has been. I don't really have anything else to say. The company is obviously not going to budge from its return policy, warranty policy, and claims that if I use it "correctly" I won't have any problems. I disagree.
Sincerely,
[redacted]