eCig Source

Dear Ms***, It has been brought to my attention you have filed a complaint with the Revdex.com in reference to the service you were provided at my company I have read the complaint, I have gathered receipts of your purchase and I have spoken to the manager you have been dealing with in
this matter I have attached a copy of the receipts for review First of all we strive to give the best customer service available to all of our customers and I do apologize that we have not met your expectations. Upon review of the receipts and the discussions I have had with the store manager it appears to me that we went above and beyond what our policies are to meet your expectations We have a no return policy, except for manufacture defects and an all sales final policy yet we allowed you to return two different devices that were not defective just to try and get you a device that you would be happy with and that easily work for you. Your first purchase was on 1/8/for a white Subvod kit in the amount of $plus the purchase of ohm replacement heads for the device which cost $The total receipt was for $but the purchase was for additional items other than the device and its replacement heads, please see Receipt #***. On 1/12/you came back to our store and spoke with the manager complaining that the device had too many parts and you were not pleased with it Even though we have a no return policy, the manager of the store agreed to allow you to return the product even though it was not defective in any way The manager gave you a complete refund of the device and also a complete refund for the replacement headsPlease see receipt number *** At that time he recommended the next step down which is a Top Evod Kit in white for $$29.99, along with a standard Mini Protank tank for $ He explained to you and demonstrated how to use the device and the tank Your total amount after your refund for your original purchase was $ Again this receipt was also for additional items other than the kit and the tankPlease see receipt #***. On 1/16/you once again visited our store and spoke to the same manager expressing the same complaints that the device had too many parts even though this is a very simple device and you did not like what he had set you up with Once again the manager went against our return policy to try and please you and to give you the best customer service he could provide He allowed you to return the kit, please see Receipt number *** He then sold you the most basic device that we sell which was a standard battery and a standard tank He did not allow you to return the Mini Protank because it can also be used on the standard battery that you purchased From this receipt you received a new battery and new tank and $cash back. You have been totally refunded all your money for each purchase except the last one and it will not be allowed to be returned based on our return policy.We have a no return, no refund policy which is indicated many different ways. We have our policy posted by the register and also on the receipt. I have attached a picture of the signage located by the register and also a copy of the receipt that states our policy. These products had been used. I cannot resale them. I am not in business so people can take products home and try them and decide they don’t want to use them anymore. That’s like buying a product at the grocery store, taking a bite then wanting to return it because you don’t like it. It cannot be resold to someone who does like the product. We normally do not exchange these products either. The products you returned I can’t sell, they have been used. These products are not defective, as far as the leaking you were using the wrong type of fluid which my employee discussed with you. You needed a thicker fluid for the said device. The employees didn’t know what to do about the situation because they had tried three different devices to satisfy you and nothing they tried worked. As far as spending that much money, the monies your spent have all been refunded, please see your receipts. The money was all put towards another device, twice The only money you were not refunded was for the fluids you purchased and the device you currently have. Thank you, *** ***PresidenteCig SourceSalem Dr.Owensboro, Ky 42303###-###-####

Hi Ms***, I received the complaint that you made with the Revdex.com. I regret you felt you needed to contact them in this matter. I also apologize if you feel you did not receive the best customer service because customer service is our main goal at eCig Source.
This is the first time I or my General Manager have received any information on this complaint from our Madisonville locationUpon receiving the complaint my General Manager contacted the employees of the Madisonville store to find their understanding of the incident We currently do not have a manager at that location but the employees seem to be doing a great job. The employee that we spoke with did remember you and has given us an explanation as to what has happened. I will try and address each item as you have listed in the complaintYou state the liquid is not properly closed.....This liquid is in a bottle with a child proof, tamper evident cap. It is my understanding that the connector on the tamper evident cap did not open properly and was stuck on the main part of the capSometimes this type of cap is difficult to open, it has happened to me several times. There was nothing wrong with the fluid, the cap malfunctioned so the employee replaced your fluid free of charge. He opened the bottle in front of you to make sure this cap worked properlyTo address the tank issues. All tanks have something called a coil inside of the tank. The coil only last two to four weeks, sometimes shorter and sometimes longer. We offer the replacement heads, replacement coils for your tank as well With that said, it has been your coil that has been going out which needed to be replaced. Again, the coils need to be replaced every couple of weeks. This is not a defect of the tank, this is how it is supposed to work. Even if the tank was defective which yours is not, there is only a hour manufacture defect warranty on a defective tank. This is stated on the bottom of your receipt. From what I understand you insisted that the tank you had be replaced, so we replaced it even though it was against our policy to do so. We tried to go above and beyond to give you great customer service. After we replaced your tank for free, It is my understanding you came back in the store wanting a different type of tank. My employee explained to you that the one you picked would perform differently than your other tank. The hit would not be the same. You made the decision to purchase it regardless. My employee also made you aware at the time of purchase that you could not return the new tank if you didn’t like it but you completed the purchaseWe exchanged your bottle of fluid and we also went against our company policy and gave you a new tank. I am sorry you are not satisfied but in my opinion we have gone above and beyond to please you in this matter. Please do not hesitate to contact me if you have any questionsSincerely, *** *** President eCig Source *** *** ***
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

I just wanted to pass on a review regarding a negative experience, recently I had purchased an E-cig and two differant clearomizers and there were only 1 and 3 days old and they both failed, I had contacted by phone the Salem drive location and the young man who answered the call was friendly and offered to replace them and the fluid that was lost since they were bad but upon arriving at the location a young pregnant that was working there was not wanting to exchange them and was being very rude but she finally exchanged them this was on 6/22/13.

Needless to say after being being treated badly and embarassed in front of another customer and she was rude to that customer for accidently parking in the wrong place in front of the building I'm never doing business there again and I'm sure the other gentleman won't either.

Definitely the best e-cig store in Owensboro! I feel like they could do better on pricing. But the customer service is great!