What's the problem? Is it employees ,AI or simply fraud?
I ordered from Vertex Exotics on September 04, 2026. Half of my order was missing when the package arrived, and although Vertex Exotics advertises “free samples with every order”, no samples were included. I used the website Get Help With Order tab twice without any reply and then emailed them directly on my third attempt. Days have passed, I finally received a response asking for images of the packing list and everything included in the package, which I promptly sent. Customer service then said they couldn’t find the order number. I have had to send screenshots of the order, order number, tracking number, and package details several times without any solution or help from Vertex Exotics. How many emails do I need to send to get your attention? Two, three, seven, ten or more? Some replies acknowledged receiving my screenshots and images, then in the same email ask me to send the same screenshots and images that they have already admitted to receiving for further investigation. When communicating with customer service you are interacting with AI, not a human representative. AI does not care about your issue or what appears to be fraud and deceptive business practices at Vertex Exotics. I am dizzy from all the circles I've gone in seeking a solution and feel like a circus animal having to jump through so many hoops. It has been over two weeks with no resolution, no follow-up from an employee (actual living soul), and no clear answers about how they will fix this. How long does it take to get a human to reply? I have tried texting and calling without success. Quick shipping is meaningless when the company does not send what was paid for. I have zero confidence in Vertex Exotics. The lack of concern and any workable solution feels like theft to me — they have my money and I do not have my order. Is this some kind of exit strategy with the changing laws? I have attempted to resolve this multiple times without success, little to no effort from Vertex Exotics. I am considering notifying consumer protection authorities (BBB, FTC) and consider filing a complaint with my state attorney general. I have initiated a dispute with my payment provider. 1 star, can't go any lower. ** UPDATE ** On September 24th what appears to be a human, a living soul finally responded !! The person was courteous and apologized for the problems I was experiencing. They also gave a brief explanation of how AI mishandled the problems. The missing product was eventually shipped. Vertex Exotics has corrected their errors!! Changed to 3 stars. I ordered Watermelon Bubblegum and Sour Diesel. The Watermelon Bubblegum smelled and tasted like the name. The buds were decent size, not smalls. They were bit loose or fluffy but did the job. When the Sour Diesel finally arrived it didn't look as nice as the Watermelon Bubblegum. An amalgamation of shake, small, micro buds and a few stems. To me, it seems a little dry. I can not taste the diesel in this. Taste is muted but it is an effective product. Neither are top tier so don't consider my opinions as complaints, just observations. First delivery was quick and had order been correct I would have zero issues! Second delivery, with missing product, was a bit slower. Based on quality, pricing and shipping time I would definitely give them another opportunity. If I only consider customer service, I would avoid Vertex Exotics!!! Get rid of the AI customer support, it's destroying your reputation. This could have been a 5 star review. October 10th, overall satisfied with the product. Still debating on taking the risk with Vertex Exotics again.
By S W S.