Gorilla Grow Tent, Inc.

Initial Business Response /* (1000, 5, 2015/06/15) */
There seems to be some sort of miscommunication.
It unfortunately sounds like Mr. [redacted] does have a tent that needs to be warrantied. we stand behind our products and we do offer a 1 year warranty. The procedure for warranties is to have...

the faulty product returned to us. The product in question is then examined and either refurbished or replaced with a new product and sent back to the customer. Mr. [redacted] refused to send back the product for inspection. He demanded that we send a replacement without receiving back the faulty product. Unfortunately we are not able to honor this request. We did offer an alternative solution though, which was for him to send payment for a new tent. In this scenario, we would send the new order right away with a return label for the faulty product. Once Mr. [redacted] sent back the faulty tent, we would refund his card for the purchase of the new tent. Our policy must include this procedure because once customers receive the new product, they very rarely return the faulty product. The holding charge on the new tent provides the necessary incentive for customers to return the product that needs to be warrantied.
I spoke with Mr. [redacted] on Friday and offered to let him finish his current use of the tent and send it back for warranty upon his completion. He seemed amiable to this solution and thanked me at the conclusion of the call. It seems like he is no longer satisfied with this solution. If he would like to return his tent, he will need to contact the store from which he purchased the product. We cannot offer a refund on a product that was not ordered from us.