E-Cig Barn

Review: After purchasing 2 of the products (e-cigs) this business sells I was appalled by the fact that both products broke within 3 days of use. Due to the fact that these 'e-cigs' are mainly used to combat addiction to cigarettes, I find it disturbing and dangerous that these products leak possibly poisonous material onto the hands and into the mouths of users. When trying to return these products I was told that no return was possible. Only exchange for the same product that broke within days. I was also told that the product I was sold was the wrongly constructed by the employee upon purchase. With a supposedly stringent non-return policy, you'd think that the proprietor would make clear of the policy before purchase yet I was not informed until trying to return the product.Desired Settlement: I would simply like my money back for this regrettable purchase.

Business

Response:

I am so sorry that you feel you did not receive adequate customer service in our [redacted] E-Cig Barn store location. We strive to meet all of our customers needs with courtesy, respect and amazing customer service. In regards to your complaint, I will go on to say that the manager you spoke with did follow company policy. Per our return policy, which is posted at our register station in all of our stores, all sales are final. Our return policy is also provided at the bottom of all customer sales receipts. We do, however warranty products for 14 days from the date of purchase for malfunction or warranty defects. Since the products we sell are placed in customer's mouths, we cannot return them for sanitary reasons. The manager you spoke with did offer to give you an even exchange for the same product. She informed you that she wanted you to leave with a working product, but per the company policy she could not offer you money back. Again, I do apologize for your inconvenience and would love to provide you with an adequate product to help you in your journey to quit smoking.

Review: Simply went to merchant with receipt in hand to exchange a product that did not work properly and was told I could not return it without a manager present. I was well with in there 14 day return policy. Im not going to keep going back & forth to this store to try and and return a product hoping they just happen to have a manager present at the time. Which is a new policy....Desired Settlement: Learn how to run a business and treat customers properly...

Business

Response:

It seems that we have had a communication issue with our employees and managers. As long as a product is within the 14 day exchange policy, there is no reason why the employee couldn't give you an even exchange product. We do ask that if our employees are unsure about a return we do ask that they call a manager. I'm so sorry that you were given wrong information in the store. Do you have any idea what associate was assisting you in the store? Which store did you go into? I'd be happy to replace your defective [redacted] II with a brand new one. I have already contacted all the store managers about the issue and it will be discussed at our company meeting this Wednesday. Again, I'm so sorry for your troubles. Our general manager, [redacted] Winters can be reached at [redacted] or ###-###-####. If you know when you'll be coming in for the exchange please contact him so he can inform the entire staff to replace the product for you.

Review: I went to E Cig Barn 2days ago to buy a battery for my cig and the employer never told me how to go about using the produce to I was thinking just like the other one to car for well this one is when you see the green light on upcharge it so I did it was not working. I try and avoid going there because of the high smoking vip they have going on with out vents in the place. Today I go there to return it and they said there are no returns on this I said what you kidding right she said witch she is the manager said no I'm not kidding we are not selling them because problem we have with them I said why sell it to me then she said everything we discontinue we send it to the flea market and they get ride of it, I said you talk my money and don't tell me your return policy.... I told them I was going to complain she then said go for it. This lil girl was there today with her mom and she could not breath because of the vip they have when they smoke its crazyyyyyy please do something about this..Desired Settlement: 45.00

Business

Response:

I'm so sorry you feel that you had a bad experience in the store. Our return policy is clearly posted at the registers in all of our stores. We also print it on the bottom of our receipts. Unfortunately due to the nature of the products we sell being used in customer's mouths, we cannot accept returns unless there is a clear manufacturers defect within 14 days of purchase. When products are clearanced out, they are final sale which is also clearly posted in the return policy. As for the store being cloudy, unfortunately this is typically unavoidable. When it's cold out, we are unable to open the doors to ventilate some of the vapor out of the building. Typically it's not an issue, but when we have a large amount of customers in the store, it's simply unavoidable. We also do not sell to any customers under the age of 18 so the customer should not have had a child in the store. Best Regards, [redacted]Operations Manager