Grasshopper Labs LLC

Hi There, I am sorry for the extended wait time you experienced with your pre-order. It is never our goal to inaccurately provide shipping estimates. We 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.com. We 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 Hopper. All 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 Grasshopper. We ask that you email us at [redacted] 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 Hopper. We are happy to get it checked out for you and ensure it is working properly. You can email me at [redacted] if you need assistance with the warranty process.

Per the customers request, I have cancelled their order and issued them a refund. I am sorry that we couldn't come to an understanding about delivery.

Hi There, Thank you for bringing this matter to our attention. I apologize for the delay in replying. We apologize that it is taking is longer than expected to fill your order. We offer a full refund anytime before an order ships if you decide you no longer wish to wait for your products. Per...

our terms of service, we are only able to offer a shipping estimate rather than a promised date of shipment. This estimate is subject to change. Below, I have copied these terms of service.  Pre-ordersAny pre-orders placed on this site require a 100% deposit for the item to be reserved. Upon checkout, you will be charged the full amount for your order. An estimated delivery date for the product will be given on checkout. This delivery date is just an estimation and not a guaranteed delivery date. The delivery date of a pre-order is subject to change at any time. We understand the delay is longer than you anticipated and for this we apologize. We are happy to offer you a full refund if you would like. We are very close to getting your order shipped and  are estimating your order will ship in October. We are on track to meet this estimate. As far as the item that is out of stock, everyone has been notified if their order was partially shipped and is offered a full refund on the item that is out of stock. It is always our goal to be transparent with our customers when we experience a delay, have to adjust the shipping estimate, or have an out of stock item. I understand your frustration with the delays, and for this we apologize. We are happy to get your order shipped in October as currently estimated, or offer you a full refund. Please let us know how you want to proceed.

Hopper Labs offers our product for pre-order only. We make it clear at the time of purchase that the ship dates are estimated and not guaranteed. We are a very new and very small company still working out some production issues. We offer full refunds to anyone who decides they do not wish to wait...

for their order to ship. We apologize for the delays in filling the complainants order and can process a refund immediately if they decide to proceed that way.

Complaint: [redacted]
I am rejecting this response because: I do not want a refund. Grasshopper labs may be a small company but any fool could tell you they are lying when giving these estimates. How 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 2 more months. A change in shipping estimate that big is known before hand. Just tell people the truth when you know an estimate will be missed rather than lying. The response given is just your standard copy paste response you give anytime anyone complains saying you would be happy to cancel the order. That doesn't excuse the lies. 
Sincerely,
[redacted]

It is unfortunate that this company has no understanding about delivery. There was no way that they would have shipped any part of my purchases in October as they stated. I waited until the last day of October for them to provide any indication that they had actually shipped my order as they said they were going to. With none whatsoever, I cancelled the orders that I placed with them. Because people who have been waiting share their experiences on the internet, a post two days ago indicated that the most recent order noted that had been filled took 10 months to arrive. This could possibly currently be a more accurate "Estimated Ship Date" wait than the two month wait they continue to mislead people into placing orders with. They did refund the two orders I placed; however, they did so in an incomprehensible manner. The low-dollar order for a Leather Sleeve ($13.50) was refunded correctly to the e-mail address that they have on file for me as being what was used to PayPal them the funds. Therefore, I received an e-mail from PayPal stating that the refund had occurred. Wondering why they seemingly had not sent me a refund for the high-dollar order ($252), I went into my account at their web site. At which point I noticed that someone at Grasshopper had entered an e-mail address into my account that I did NOT at any point provide them. The address was an old one, which has been defunct for the past 15 years. Despite the fact that they still *had* my correct e-mail address in my account, which was the address through which I paid them via PayPal (and which they had correctly used to refund my other order), they had inserted the defunct address into a new line on the account that they referred to as a "PayPal Address". And instead of sending the refund to my current and correct address, they sent it to the old defunct-for-the-last-15-years address. I have no idea why they would have added this defunct address (nor even how they got it, except that it is associated with old reviews that I have written that are archived on the internet, so they could have located it via a web search for my name). Since the address is no longer extant, I did not get any notice that they had sent a refund. Perhaps they thought that they could avoid giving me my refund for a while if they "accidentally" sent the refund to a defunct e-mail address for me and waited until I had to once again contact them to ask [redacted]? Nevertheless, however they ended up getting a defunct e-mail address for me that I never gave them, and which presumably they never before had e-mailed me at (since I had been getting their Monthly "shipping" "updates" at another address, which was not the address that I placed the order using), in the END it turned out that I still got the refund, because the old/defunct address for me was still archived at PayPal even though it has not been used there for the past 15 years that it has been defunct. I truly don't understand why they wouldn't have refunded the money to the same e-mail address that I paid them using, since clearly that should be standard operating procedure.Despite the whole thing seeming super fishy and incomprehensible, and presenting an appearance that suggests such an approach may have been taken due to dishonorable motives, in the end--perhaps due to luck--as it turned out, I did promptly get a complete refund. They also updated their web site to alter the false advertising on the Leather Sleeve; they no longer claim that the item will ship "immediately". (They still use that word with other items, and one might justifiably question the degree to which it might be true on those, but I have no evidence one way or another in those cases.) They now provide the same Estimated Ship Date for the Leather Sleeves as they do for their Grasshopper vaporizers: a two-month wait. Since the current wait time appears to be ten months for the vaporizers, there is no reason to believe that it won't be the same wait or a longer wait to get the Leather Sleeves. While the current "two month" Estimated Ship Date is not as egregious false advertising as the so-called "shipping date" of "immediately" was, it is still false advertising because when they were asked for a specific actual date that a Leather Sleeve already paid for would be shipped, they were unwilling to provide a date. My buddy waited 18 months to get his vaporizer, and they still hadn't sent him his Leather Sleeve after 21 months. Since his rarely used vaporizer broke before the Sleeve was ever shipped, he requested a complete refund. They refused that request. They won't refund money for a defective unit even if it doesn't work straight out of the box, because they don't allow a unit to be returned for a refund after it has been "used". Reports online mention units that did not work properly from their very first use. One could reasonably argue that such a unit had NOT ever been used, since it never actually did what it was purchased to do. Anyway, they did refund my buddy on request for the Leather Sleeve that they never sent him. They now require him to register the warranty on his device and return it (presumably for repair or replacement); since it took 18 months to arrive originally, one might wonder how long it will be for them to repair or replace it.Although this company clearly has trouble being truthful with their "customers", and although a number of people who finally did get their units after interminable waiting periods only to have the device fail on them shortly thereafter (and then they needed to wait some more, until their unit was repaired or replaced), they appear at least to merely be guilty of misleading their "customers" via deceitful advertising, stopping just short of actually stealing money from the unwitting marks who believe their hype and place paid-in-full "pre-orders" with them. While I am not clear why they would have used a defunct e-mail address that I never gave them as the refund recipient for my order, in the end--perhaps due in part to a lucky happenstance--I actually did back the money that they "borrowed" from me for nine months. So that much is good at least. But for this company and their products to have any value at all for their "customers", they must of needs provide accurate information related to when they plan to actually fill the orders that they have received and which have been paid in full at the time the orders are placed. If they can't be honest with prospective customers, they should shut down or BE shut down. The Revdex.com claims that "This business is not currently rated because it has been in business less than one year and does not have a sufficient track record for Revdex.com to rate it." Yet this company HAS been in business for more than a year; it has only been less than a year since the Revdex.com opened a file on them due to complaints. Since that file was opened in the beginning of February this year, hopefully three months from now the Revdex.com will create a rating for them and conduct an Advertising Review, so that more people can be warned of their poor business practices, false advertising, and unwillingness to honestly provide factual information regarding the length of time it takes them to fill orders.