Vessel Reviews

Honestly, this company is incredible. I ordered a Vessel pipe from a different retailer and it got to me in France without issues. Then I reached out to someone named Jeneca in their customer service department because the new Tide case for the pipe is only sold directly by Vessel. They initially explained they only ship within North America and I was disappointed. I replied telling them how amazing the pipe is and how upset I was that I couldn't get a case. The next day Jeneca sent me a list of about ten other websites I could try ordering from. When I went through all of them with no luck, either they were out of stock or wouldn't ship internationally, I emailed her back. Within a day she responded saying their shipping team made an exception just for me and agreed to send it to France. Not only that, they threw in the case for free. I just paid for shipping, which was basically the cost of the case itself. The pipe itself is beautifully engineered and machined. Been smoking from pipes for three decades and this is genuinely a work of art.

Waiting almost two weeks for my order to ship was frustrating enough, but the customer service experience was even worse. Their chat feature said wait times were longer than normal, and after seven hours it still hadn't connected me with anyone. Email didn't work either. Finally got through on the phone and they admitted they weren't sure what the holdup was. To apologize, they promised to send it overnight via FedEx at no charge. Except that's not what happened. Instead, they sent it ground and it's been stuck in transit with multiple delays over the past week. The tracking still just says it's on the way, and I'm skeptical it'll actually arrive today like they're saying.

Way too expensive for what you get, and the quality control is non-existent. I paid good money for a pen that wouldn't even charge or turn on. Customer support fought me tooth and nail before acknowledging there was actually a problem. Then to top it off, they wanted me to mail in the broken device without sending me a replacement first. Now I'm out seventy-five bucks with nothing to show for it. Feels like a straight-up scam.

I've bought from them multiple times and every interaction has been fantastic. This company really is top tier. Their products have this understated elegance and they perform like you'd hope. I've basically bought everything they sell and I couldn't be happier. Seriously, ten out of ten.

The adhesive on the glass bottom of my Element came loose after a couple months. I sent them an email about warranty coverage and didn't hear back for more than two weeks despite sending multiple follow-ups. UPDATE: Eventually they refunded me for a replacement part I'd purchased out of pocket, plus gave me a partial refund on the original purchase. No direct communication though, just notifications popping up about the refunds. It was strange how they handled it, but at least they made it right.

Worst experience. They knew about the Canada postal strike but shipped my package through them anyway and now refuse to give me my money back until the strike ends. Meanwhile, every other responsible company switched to different carriers. These people took my payment and sent it into a black hole. Total crooks.

They sent me the wrong item and getting help was a nightmare. Email is your only option to reach them, and it took three days just to hear back that they needed confirmation about the return before they'd ship the right thing. But here's the kicker, the return label they sent was incorrect. Now I'm waiting even longer for them to sort it out. Their customer service is absolutely terrible. They don't seem to care about fixing their own mistakes and getting responses about issues is like pulling teeth.

I liked the expedition pen when I first got it, but here's what happened. The first one crapped out after three months. Got a replacement and it died in two months. All of these pens have the same problem, they just stop working properly. A replacement was sent for that one too. Bought another expedition pen separately and it failed after five months, replacement sent. Out of five pens total, all failed within a year but they only warranty them for six months. Reached out and was told tough luck, it's past warranty. They threw in a twenty percent discount like that makes up for it. Why would I buy again? I suspect they're burying negative reviews because mine hasn't shown up after five days. Support has gone silent on my emails. It's hard to believe they have so few negative reviews when tons of complaints mention units failing. What's the real failure rate on these things? Pretty sure that six month warranty exists specifically because these products fail so often and they're trying to minimize losses.

Can't even get a response from their support team. Tried asking for recommendations about which vape would be right for me based on what they claim to offer, but nobody bothers to help. Pretty disappointing.

Someone named Jeneca really stepped up in the customer service department. These days a lot of companies stop caring once they've got your money, but these people actually made things right and then some. They really put the customer first. Definitely shopping with them again.