High Up Headshop

My name is *** *** I an one of the managers runningHigh Up Head Shop for my brother who is the owner and is currently overseasI received a letterabout a complaint with our product and service*** *** purchased a hookah from ourstore and returned it saying it didn't work without
explaining what was not working with itOnthe bottom of our receipts that you get after making a purchase say "ALL SALES AREFinal!!! NO REFUNDS!!" we also have a sign posted in our store stating this information.Usually when someone makes a purchase with us and it isn't working we will take back thenonworking product and give them a new oneOnce she gave us the nonworking hookah backwe replaced it with one from the back that was brand new still boxed and tested it out before wegave it to her ensuring it was workingWe tested the returned one which was working for us.After this customer came back complaining the new one didn't work either was when we deniedrefunding her, her money because we had made sure the last one worked before replacing themfor her. Thank you for your understanding and assistance in this matter

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Dear [redacted], My name is Mohammad, the manager of High Up Head Shop, and I received...

the complaint you made with the Revdex.com about the recently expired product that was sold to you on August 2, 2016. I just tried to call the number that you listed on the Revdex.com complaint information, and a gentleman answered the phone but hung up immediately once I asked for you. I want to apologize for the product being expired and for the inconvenience it caused for you. I have spoken to my assistant manager to inform him of the situation, and you can stop by any time and get the total refund amount (listed in the complaint) of $45.13. Please make sure to bring the expired product and receipt when you go to High Up Head Shop for the refund. This situation has never occurred in all the years we've been in business, and I will make sure that it does not happen again.Please feel free to reply or call my phone number if you have any questions!Have a great day, Mohammad, High Up Head Shop ManagerPhone Number: [redacted]