COMO Vapor

The customer came into our *** * *** *** location and indicated to our employee that he purchased a vapor device recently and did not like it and that he wanted to return it. Our employee responded saying that we do not do refunds and that he cannot start any warranty process without proof
of purchase (receipt). We must have the receipt to identify that the product was purchased at one of our stores and to insure that the warranty if any would fall into our day purchase requirement. The customer left and returned with his receipt. Upon his return our employee advised again that policy does not cover returns only manufacturers defects repair or replacement. The customer then stated the tank was leaking. Our employee advised that he can check the coil which is a consumable to verify proper installation and or if it was burnt out which is typically the source of leaking issues. (Note -- atomizer / coils are not warranted by our policy or the manufacturer's warranty policies) (Note-- an atomizer /coil is a consumable and needing replaced on a regular basis for proper operation of the device). The customer stated that he only wants his money returned. Our employee advised that he cannot provide a refund however if the customer wants to talk to an owner he can go to our Business Loop location and an owner is working. The customer left our *** * *** *** location.The customer arrived at our *** *** *** ** *** location. The customer and I discussed the same issues and warranty process as described above at our *** location. I asked if he had changed the atomizer / coil on the device. He indicated no he had not. Thinking to myself and knowing that this was several weeks into him owning the product either the atomizer / coil was either improperly installed, burnt out from use, burnt out from improper use and or defective which I would have replaced at no charge to end the confrontation and go about the day. I asked if he wanted me to check it. He said no and that he wanted his money back. I advised our warranty policy and term & conditions again. The customer advised that I did not understand and that he was not going to leave without his money. At this point he was getting louder, disruptive and more aggressive with his body language. There was not any reasoning with the customer, he did not want the devise and or help resolving the leaking issues he only wanted his money returned. I asked him to leave the premises and he sat down in the chair. I began assisting other customers - not I was the only staff working at the time and several other customers were waiting. As I was attempting to assist other customers he began raising his voice and trying to interact with me. I then advised that I was done with the discussion and if necessary I would call the police and have him removed because he was now trespassing and causing a disturbance to the business. The customer continued to yell out across the room so I called and talked to the operator. I explained the situation and advised that he refused to leave and that I needed assistance. The operator asked for a description; she asked for his race. I replied African American and the customer started yelling at me indicating that I was racially profilling him. The operator asked for his height. I advised 6ft. The customer continued with his rant. The operator asked his weight and what clothes he was wearing. I answered with the relevant information. The operator said she would dispatch the police.The police arrived shortly thereafter and took each of us aside to evaluate the situation. I showed the police officer our Company Terms and Conditions policy posted at the cash register and showed them a copy of the receipt that reads ***All Sales Final***. I advised that the customer has refused to leave and was causing a disturbance. They asked if I wanted to pursue NO TRESPASS with the person.The other officer was talking with the customer and a few minutes later the customer stormed out of the building cursing and slamming into the glass door.The officers advised that they were going to pursue the customer to discuss the NO TRESPASS and that if he returned we should call 911.I have advised our staff that if this customer enters either of our business locations to immediately call and avoid verbal confrontations.Note: The Revdex.com letter indicates claim was completed on 4/13/however the letter was not mailed until 4/16/18. COMO VAPOR did not receive the letter until 4/18/19. (attached envelope showing post mark)