Storz & Bickel GmbH Anmeldelser 

They lie about the warranty and scammed me.

My Mighty vaporizer stopped heating up, so I contacted them to make use of the warranty. They tried to scam me for the first time by telling me that they could no longer provide warranty coverage for the "Mighty" product because it is no longer being manufactured.... So I pointed out some legal texts stating that they still have to find a solution, either by fully refunding the product or replacing it. From that point on, they started changing their story and told me that they agreed to replace my device with a Mighty+, the new version of the Mighty, and this without any additional cost (I still have all the emails).

They asked me to fill out a form on their website, which also checks that the serial number of the product exists in their database. I received a confirmation email telling me that the serial number was correct and that my warranty claim was accepted. The serial number was also indicated in the email.

And this week, after receiving the product back at their warehouse, even though they had guaranteed that my product would be replaced, they started changing their story and told me that the problem encountered was not covered by the warranty (even though they had confirmed that it was, since I still have the emails where I explained the heating problem to them).

After threatening to file a complaint, I received an email telling me that the serial number of my product did not exist in their database.... And no more response from them! They therefore deleted the serial number from their database in an attempt to remove the evidence of their scam.

Unfortunately for them, I still have all the emails that their automated system sent me, including proof that they approved the serial number one month earlier.

Storz & Bickel is a company that is breaking the law and does not respect the commitments it makes regarding its warranty.

Storz und Bickel Geräte funktionieren bis der Akku nach spätestens 2 Jahren versagt und die Geräte sind so gebaut das ein Akku nur vom Fachmann gewechselt werden kann .
Ich werde nie wieder diesen Plastikmüll kaufen

Altes Gerät defekt, wird nicht mehr repariert, anstatt dessen bietet man einen Trade-In an (Inzahlungnahme) aber man muss das gleiche Modell kaufen. Ein anderes Modell geht nicht, ohne Begründung, Telefonsupport unterirdisch

My all experience with the company was so good, I have a pair of devices and the quality is very high, but the best was the customer service i have a little problem and they was amazingly fast with the solution, if I could give more stars i will do it. The confidence that they show to them customers for me was key.

Die Produkte von Storz & Bickel sind grundsätzlich gut, allerdings hatte ich mit meinem Mighty in 2 Jahren 2 Retouren, weil sich unerklärlicherweise immer wieder Fehler 002 und 004 aufgetan haben. Jetzt war es wieder soweit, aus dem Nichts die Fehler im Wechsel. Nachdem die ersten beiden Male der Austausch reibungslos möglich war, soll ich jetzt den Trade-In machen, weil es den Mighty nicht mehr im Sortiment gibt.

Aber warum sollte ich auf ein "Upgrade" machen, obwohl die Produkte offensichtlich zyklisch die gleichen Fehler haben. Für mich wirkt das so, ob der Mangel vom Produkt hier einfach an den Verbraucher weitergegeben wird.

Habe denn Volcano By Storz & Bickel gekauft, das Teil hat zwei Monate gehalten und dann wurde das Teil nicht mehr Heiß. Da gibt es besseres auf dem Markt. Könnte mir vorstellen das die Teile extra so schnell kaputt gehen sollen, damit man es entweder Neu kaufen muss oder zu Reparatur schicken muss, da man hier extra 6 Kant Schlüssel mit Loch verwenden hat. Ich werde mir welche vom Baumarkt holen und selbst schauen was damit ist.!!! Ansonsten absolute NICHT!!! Kaufempfehlung!!!

Brilliant customer service. My Plenty broke and I sent them the video yesterday as proof. Today I received a brand new Plenty in the post.

Leider eine sehr enttäuschende Erfahrung. Der Kundenservice wirkt stark standardisiert und wenig bis gar nicht kundenorientiert. Auf mein Anliegen wurde nicht individuell eingegangen, sondern nur auf formale Prozesse verwiesen.

Bei einer Marke mit Premiumanspruch hätte ich deutlich mehr Entgegenkommen, Kulanz und lösungsorientierten Service erwartet. Stattdessen bleibt am Ende das Gefühl, als langjähriger Kunde nicht ernst genommen zu werden.

Für mich persönlich leider absolut kein Service, der zum Qualitätsversprechen der Marke passt.

Absolutely unbelievable customer service in the best way possible.

My S&B Venty developed the E04 error code so I put in a claim under warranty on a Sunday evening. By 1pm Tuesday, a brand new replacement was in my hands.

Thank you S&B. Top service!

I chose STORZ & BICKEL because of its reputation as a premium brand, but unfortunately my experience was anything but premium.

I was not satisfied with the Crafty+ despite several attempts to use it. I contacted customer support in good faith, explained my situation, and repeatedly asked to return the product. Instead of clearly explaining my options, my case was processed as a repair request, and only later was I informed that a refund would not be possible.

When the device was returned to me, all the original accessories that I had sent with it—including the charging cable, cleaning brush and spare parts—were missing. Customer service simply referred me to company policies and simply ignored my questions about why my belongings had not been returned.

They showed complete lack of willingness to engage with a customer who approached the situation honestly and in good faith. For a company positioning itself as a premium manufacturer, I expected far better customer service and a genuine effort to find a reasonable solution.

I had to throw the vape to the trash, and there goes 300eu.
Ridiculous, look for a different brand

Bis vor Kurzem war ich wohl einer der größten S&B-Fans. Ich besitze einen Crafty, zwei Crafty+, einen Plenty und einen Volcano Hybrid. Auch sämtliche Ersatzteile habe ich immer direkt bei S&B gekauft, weil ich von der Qualität und dem Service überzeugt war.

Genau dieser Service war der Grund, warum ich die Firma jahrelang jedem in meinem Freundeskreis empfohlen habe. Leider hat sich meine Meinung inzwischen komplett geändert.

Ich kann den Kauf eines Crafty+ heute nicht mehr empfehlen. Was nützt eine dreijährige Garantie, wenn der Akku nach meiner Erfahrung nicht einmal ein Jahr hält? Noch enttäuschender ist jedoch der Umgang mit diesem Problem.

Trotz mehrerer Gespräche und E-Mails mit dem Kundenservice wurde mir keine zufriedenstellende Lösung angeboten. Für ein Premiumprodukt in dieser Preisklasse und einen Hersteller mit diesem Ruf ist das schlicht enttäuschend.

Wer viel Geld für ein hochwertiges Gerät ausgibt, sollte sich darauf verlassen können, dass nicht nur das Produkt, sondern auch der Kundenservice überzeugt. Beides kann ich aus meiner Erfahrung leider nicht mehr bestätigen.

Received absolutely wonderful customer service recently when my Venty started presenting with an E05 error. Sent in my RMA at 2am, had an email 6 hours later asking for a video showing the device not operating, and a few hours after that had notification that my brand new replacement device had been dispatched. Less than 24 hours later it was in my hand. I couldn't be happier.

Beste Firma mit den besten Produkten auf dem Markt. Man hat aber ein Gerät für 6-10 Jahren.

Terrible experience, been without my vape for a week. Its hot smoking and I cannot hold it, sent it back as I got a 2 year warranty to be told its fine to use. AVOID this company at all costs

I use a Crafty+ for prescribed medical cannabis. I have Complex PTSD. I chose Storz & Bickel because of their medical reputation.
The device had ongoing problems. Poor battery life. Overheating. Inconsistent day-to-day use. This was not a one-off fault. It was a constant reliability problem.
I bought a separate wall charger, as advised. It helped a little. It did not fix the problem.
I contacted both MagicVaporizers and Storz & Bickel. Both gave the same response. They said either it's a "fault" (covered) or "no fault" (charge £65-75). This left no room for my real point: the device doesn't reliably work for daily medical use, even when "working as designed."
I offered a compromise. I said I'd pay the difference to upgrade to a Mighty or Mighty+. This was not engaged with. The response went back to the same fault/no-fault framing instead.
I have dyslexia and Complex PTSD. Dealing with repeated scripted responses, on top of not having reliable access to my medication, affected my mental health.
Storz & Bickel market their materials as "medical grade." For customers buying this for medical reasons, the real-world reliability needs to match that. I would not buy a Crafty+ again.

Used to make good vapes and still do to a certain extent, though the quality has dropped in certain areas recently. Everything else they do terribly.

The quality of the accessories is poor. The website has always been an awful chore to use - unintuitive, repeated pop-ups, elements not working correctly. They do not post negative reviews - my own made months ago does not appear under the product. Odd how all of their products have 5 stars. And now they have increased their shipping fees by 600% in one fell swoop. Been a customer for 10 years but finally time to look elsewhere I think.

I bought a *TGA* approved vape .ade by these guys.its useless, bulky, hard to load, doesn't heat correctly. I have emailed them and tbe pharmacy I bought it from, the vape is Only3 months old, yet No one wants to accept any responsibility for selling a inferior vape. I have also written to the tga in regards and the accc.Not impressed seems profit means more than customer service.... donf buy the tga approved medical marijuana vape by these guys

Sent my venty in for RMA about a week after buying it because it started rattling, sounded like a screw loose in the casing. I'd taken perfect care of it, only used it a few times.

About a week later I got an email saying they'd taken some component out that was rattling.

I asked for a picture of the internals and why the component didn't need replacing, and also said I was worried about loose screws since it could start a fire if it caused a short.

They replied a few days later saying it was a bit of loose plastic that was rattling, and the warranty was now void due to 'external force!' still no images of the internals, no answers to my questions.

I haven't even got my venty back and I know I'll be returning it to the store I got it from.

Avoid S&B. They got bought out in 2018 and know the Venty is not reliable at all. Any excuse to void a warranty will probably improve their bottom line. Awful company.

I rarely leave negative reviews, but this was one of the most frustrating customer service experiences I have ever had.

I owned a Volcano vaporizer and a Mighty from STORZ & BICKEL and genuinely believed I was buying a premium long-lasting product. Instead, my Volcano progressively failed weeks after the warranty period ended. The heating system became unstable, temperatures could no longer be maintained, and eventually the unit stopped heating entirely.

What followed was an exhausting multi-week support exchange where I repeatedly asked simple, direct questions and almost never received actual answers.

I asked:

Whether the heating repair option was the correct repair path? Whether my extended warranty applied?
What costs I should expect? Whether repairs for Canadian customers happen in Germany? Whether customs/import fees would apply?

Instead of answering these questions, support repeatedly copy-pasted the same generic “Step 3” instructions over and over again, even after I explained multiple times that my account and device were already registered. 5 times!

At one point I genuinely asked whether I was speaking to a human or a robot because the replies were so disconnected from the actual conversation.

The most frustrating part was being pushed toward authorizing a $100+ USD repair and shipping process without anyone clearly explaining what I was paying for, whether warranty coverage applied, or how international shipping/customs would work.

Even when I explicitly listed my questions in bullet-point format, they still went unanswered.

I understand products can fail. What I cannot understand is how a premium company can provide support this poor while completely ignoring straightforward customer questions for weeks.

By the end of the exchange, I lost confidence not only in the product, but in the company entirely. Buyer beware! Will not buy from this company ever again.

Ich habe im offiziellen Online-Shop von Storz & Bickel unter anderem ein Dosierkapsel-Magazin mit Füllkissen bestellt, weil ich passende und einwandfreie Ware erwartet habe.

Leider war die Erfahrung enttäuschend. Die Füllkissen saßen sehr fest in den Dosierkapseln und ließen sich nach dem Herausnehmen nicht ohne Weiteres wieder einsetzen. Die anschließende Konversation per E-Mail empfand ich insgesamt als wenig kundenfreundlich und stellenweise sehr frech.

Der Kundenservice wirkte auf mich nicht lösungsorientiert. Statt eines konkreten Lösungsvorschlags wurde im Wesentlichen erklärt, dass die Füllkissen leicht zusammengedrückt werden müssten und sich die Dosierkapseln beim erneuten Öffnen verformen können.

Eine Reklamation, ein Austausch oder eine andere praktische Lösung wurde mir nicht angeboten. Für mich blieb der Eindruck, dass das Problem hauptsächlich an mich zurückgegeben wurde.

Insgesamt war der Kauf für mich sehr unbefriedigend. Aufgrund dieser Erfahrung würde ich diesen Online-Shop nicht weiterempfehlen. Im Nachhinein habe ich festgestellt, dass vergleichbare Produkte in anderen Shops teilweise günstiger angeboten werden.