Grannys' High Altitude Super Hemp

In regards to complaint [redacted], the customer is not being truthful. They purchased a rechargeable "Hemp Hooka" vaporizer from us for $25.00. These units come with a pre-filled 40mg CBD oil cartridge. The replacement cartridge's cost $12.00. The customer called us several days later and stated...

the unit did not work. As is our normal practice, we told them to bring it back and we would replace it. When they came back in, the oil was gone from the cartridge. When we asked how that could be if the vaporizer did not work - the customer stated they used the oil in another vaporizer. We cannot get credit for the unit, as it has been used. When we explained this to the customer, they stated they just wanted more oil anyway, not a replacement. We offered to exchange the unit if they replaced the oil cartridge, but they refused, got mad and left. The customers boyfriend then called on the phone and became verbally abusive, so we hung up. He kept calling. He then contacted your agency as well as putting multiple bad ratings on our [redacted] page. We pride ourselves on our stellar customer service and have had no complaints since we opened. We feel this customer is trying to pull a fast one on us and is now bullying us because we won't refund a used item. If the customer contacts us again, we will offer the same policy we offer everyone, to exchange a non-working unit. Thank you for your time and attention to this matter -JoDee W[redacted] and Karen K[redacted]Grannys' High Altitude Super Hemp, LLC

Complaint: [redacted]
I am rejecting this response because:We do not trust products that do not work when they are brand new and do not wish to support this company after how we were treated. We want a refund for the full amount of the broken item. Also, I have to go through her response, as we are being accused of things that are untrue, while being told we are in fact lying;"the customer is not being truthful. They purchased a rechargeable "Hemp Hooka" vaporizer from us for $25.00. These units come with a pre-filled 40mg CBD oil cartridge. The replacement cartridge's cost $12.00."When we first came in to their store we actually tried to purchase just the cbd oil they sell in a bottle, without the vaporizer. We were told that we should not do that, as the oil is cheaper if bought in the vaporizer, which was not true. We have a vaporizer already, as we stated to the store, but again, they told us it is cheaper to buy it with the vaporizer. "The customer called us several days later and stated the unit did not work."We called them as soon as we got home at about 4:15-4:30, but they were already gone. They list their hours of operation until 5. Then we called again within 1-2 days and talked with Karen, and let her know that we called the original day and that it would be another few days before we can get back into the store. We live far away from them and have a busy schedule, as most do.“As is our normal practice, we told them to bring it back and we would replace it. When they came back in, the oil was gone from the cartridge. When we asked how that could be if the vaporizer did not work - the customer stated they used the oil in another vaporizer. We cannot get credit for the unit, as it has been used.”As we originally wanted just oil and the is what we asked for but were told to buy the vaporizer to get a better deal, that is exactly what we did. We asked several times if the oil in the cartridges could be replaced and were told that it was the exact same as the oil refills they stock and it could be. Since we bought the unit for a specific reason and it did not work, we used the oil in our vaporizer that does work and planned on purchasing replacement oil from them to put in the unit that was broken. The unit itself has not been used, outside of trying to use it and finding out that it was broken. The oil in the cartridge is completely replaceable and they are aware of that. Again, we made sure the oil could be replaced several times. “We offered to exchange the unit if they replaced the oil cartridge, but they refused, got mad and left.”They told us that we had to spend more money at their store to return the broken item. We did refuse to spend more money at their store to simply receive an exchange, as a refund is in order, but “got mad and left” is not exactly truthful. On the way out, I let some of their customers pet our service animal and talked with them politely before leaving in my car. Unhappy maybe, but not “mad”, as that indicates that I was acting up about the situation, which I was not. “The customers boyfriend then called on the phone and became verbally abusive, so we hung up. He kept calling. He then contacted your agency as well as putting multiple bad ratings on our [redacted] page. “This is “the boyfriend”. I did call them, but in no way was “verbally abusive”. I asked questions about the situation, as this is not how I am used to being treated by businesses and not the impression I was given by them originally. After being told I have “1 option” and that was to spend more money in order to get an exchange, I told them that I actually have the option to refuse their offer and take this issue elsewhere. I mentioned that I would be filing a complaint with the Revdex.com, and that myself, my girlfriend, and the people I recommended the store to would be writing a review based upon this interaction, which is exactly what has happened. Also, I did not keep calling after I was hung up on. I called back 1 time directly after being hung up on to ask for the full name of who I was talking with for my complaint. I left a message asking for their name and never received a notice back. Again, I called 1 time. If you would like to accuse me of abusing you verbally and continuously calling your store to harass you, please provide a record of the calls and of the message I left(which was pleasant after being hung up on)“We pride ourselves on our stellar customer service and have had no complaints since we opened. We feel this customer is trying to pull a fast one on us and is now bullying us because we won't refund a used item. If the customer contacts us again, we will offer the same policy we offer everyone, to exchange a non-working unit.”As I stated in my reviews, your customer service was excellent until it came time to refund a broken item that the customer did not want. Then you became very short, unwilling to work with us, and resorted to hanging up on a customer that was asking you questions about your policies. We want a refund and will not support this store.
Regards,
[redacted]

In order to stand by our policy of stellar customer service, we will offer this customer a full refund of the $25.00 for the unit and 0.98 cents for the tax for a total of $25.98. Please have the customer email us at [redacted] with their mailing address and we will send them a check.JoDee and KarenGrannys' High Altitude Super Hemp, llc