Pax Labs Sucks Customer Reviews and Feedback

From Everything.Sucks

Pax Labs (formerly Ploom and stylized as PAX Labs) is an American electronic vaporizer company founded in 2007 that markets the Pax vaporizers. The company developed the Juul (pronounced jewel) e-cigarette; Juul Labs was spun out as a separate company in 2017.

A very angry customer shared the demising experience her husband had, "My husband's hand was burned by a faulty Pax Device, which required medical attention. I purchased my Pax device in November, so it's less than a year old. The device was fully charged when I turned it on to heat up, seconds into this it flashes two lights a number of times, 10 times before powering off. I turned it back on again a few times to see if it would correct itself and I kept getting the same response. As this was happening we started to smell something burning which was the usual smell and not the flower inside. When we attempted to open it to look at the flower, the oven lid was so hot it burned my husband's hand! I dropped the oven lid and when I looked at it, it had melted down part of the inside. The attempt to factory reset did not work. I called the phone number listed on the google search engine only to get a rep from the Juul e-Cigarette company. The same number is listed for both Juul and Pax companies from a google search. The rep advised she could not help because they did not have access to the Pax company information. I have submitted 3-4 emails through their website since they have no customer service number or direct email for support which is egregious and bad business practice for items that cost over $250. I'd like the item to be replaced immediately, given the 10-year warranty, which seems like false advertising since it hasn't lasted a year and I am not even in month 7! I previously recommend the device to a number of friends and I pray they don't have the same issues I am having with a fairly new device. Consequently, with no live customer support and such a high price point, I do not recommend this to anyone! Try a brand that has live agents to help you. A company without live support only cares about the sale and saving money and not ensuring its customers are satisfied."


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"Everything else. Culture is terrible. The pressure of unrealistic deadlines (for no reason, literally in the middle of vape gate) with limited staff for complex projects puts everyone on edge and causes employees to be incredibly rude to one another as the pressure builds. It’s mostly play hard without really working all that hard for a lot of teams which ends up making deadlines and goals hardly ever reached and puts more work on other teams that should not be responsible. Their employees are given the freedom to spend TONS of money on frivolous things, yet they laid off 25% of the company due to missed revenue targets.. It’s a whole lot of fluff without any clear business direction or timelines. They have lost so much talent and it seems to be turning into a revolving door."

Current Employee - Marketing says

"-Not all employees are treated equally -Not compensated fairly or given correct titles -No company direction -Overworked Recently went through a RIF and let go of 20% of the company. Employees are leaving every day due to the toxic work environment. Under-staffed in most states and expected to operate way above pay grade. No direction from leadership. A dictator like management style. No concern for employees well being and livelihood. lost transparency and company culture after new CEO - LD Segi took over."

Former Employee - Marketing says

"Corrupt system from top down. There is absolutely no structure and leadership. The culture went to crap, transparency went down the drain, and people are still not being compensated fairly. Executives know this and don’t care to change or learn from mistakes. Instead, they continue to point fingers."

Former Employee - Director says

"-Culture is completely dead and no appetite from senior leadership to change -Trap to get candidates excited with equity, only to terminate right at vesting -No mission statement nor any norms & values -Completely focused on revenue over the people who drive the revenue -HR is non existent nor do they have any care for employee welfare -Toxic environment with corrupt leadership who hire and promote all their friends -Dictator leadership from all other industries but cannabis"

Former Employee - Marketing Manager says

"Leadership is trying to cut to profitability CEO is reactionary and lacks CPG and Tech background Favoritism leads project planning Murky short term and long term goals"

Former Employee - Anonymous Employee says

"lack of transparency lack of communication lack of career development lack of performance culture lack of customer intimacy / market research limited sense of team / trust lack of data-driven decision making"

Former Employee - Manager says

"Lack of Culture & not all employees are equally valued No Guidance from Leadership/Sr Mgmt & little to no accountability Ever changing roadmaps, direction and focus Unable to learn from mistakes and pivot Needs to demonstrate it can execute or understand the industry Cliques are apparent and are continually hiring cliques"

Former Employee - Automation Engineer says

"Knee jerk reactions, lost transparency with new CEO Previous leadership oversold expectations and then Vapegate happened. Trust in management and leadership is suspect. (trust your eyes and common sense, not what you are told) Management will punt the tough questions away just avoid or stall. Management may use smoke and mirrors to hide the behind the scenes work."

Former Employee - N/A says

"Some people just fly... you can spot who does what, who pretend and should have never been fired, yet get credits. Space more need space. It is all about who referred you in."

Territory Account Manager (Current Employee) says

"Unfortunately the company is a start-up that lacks direction or true management. The two guys who started it are great guys but are caught in a power struggle with a consultant and the board at this point. The company can't figure out if they want to help people get off combustables or service the weed industy. It recently let go of all the So. Cal staff and apparently can't fulfill customer requests for its primary product JUUL?"

Copy (Former Employee) says

"This company is badly managed. Owners and board are creepy. Don't know anything about marketing. They are afraid of their own shadows. For a company that is in a wildly popular and 'creative' category PAX is not focused on the customer at all. This should be a great place to work. They are grossly understaffed and have no real understanding of where to go as a brand.snacksunorganized"

Business Development (Former Employee) says

"Company will never get away from start up practices. Management flying around in all different directions. Upper management mostly young, unqualified, inexperienced, idealistic, elitist practices, typical of entitlement attitudes. Stay away. Nice products but very vulnerable and not that great!"

Marketing Coordinator (Former Employee) says

"This company is a silo'd free-for-all with only a few "turned on" people. Departments operate frantically or by the skin of their teeth, leading to poor decisions, all pointing to management. They create products and operate scared, unwilling to admit what they are or how to present the product based on the legal climate, and heavy pressure to IPO from the investors. Constant mis steps with vendors, contracts, and budgeting which typically leads to an employee being let go vs. a manager, or addressing/improving the process. There's no advocate for the employee in HR, they get pushed around by management instead of following HR steps/protocol for issues. The majority are underpaid for their positions and everyone's over worked. The most enjoyable part of the job has long since passed, it was years ago when the company was new. The hardest part is being a capable and high functioning employee with poor management. When a general doesn't lead their army, it's not the soldier's fault. I learned a growing company can take the shine off the some of the best people. Loyalty means nothing here.Beer FridgeSilos, Hr, hours of work, lack of guidance, poor direction, constant ERP management issues, company EGO, career paths/opportunities, support/clarity from management, employee clicks"