Hub Oil Company Ltd.

Initial Business Response /* (1000, 5, 2017/05/23) */
We do not really have anything to really say about this other than, it's not an accurate statement
We apologize if this gentleman thinks that we are "ripping people off"However, since each individually ordered liquid is custom made to
customer specifications, they MUST be measured appropriately and accurately
After we heard the complaint, which was made over the phone, we tried to still make it right with no availWe have indicator bottles as we mix our liquids which indicate the appropriate levels AND the syringes used for mixing are accurate to 0.5ml
With regards to "unpleasant name calling", two of our employees tried to talk to this gentleman as it escalated to the point when "it was his mission to shut the company down"
I'm confident with our treatment of customers but when it comes to a point when a customer is being extremely rude to staff after they have tried everything to make it work, then it's time to end the call
We have the most empathy for our customers as long as it is a reasonable and even sometimes unreasonable requests as long as people are to be treated with respectMore often than not, we even go beyond our requirements to fulfill warranty policies as long as we receive a valid product complaint
This gentleman was rude the whole time as we tried to explain our process for filling our orders for liquid
Initial Consumer Rebuttal /* (3000, 7, 2017/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off the manager seemed insulted that I would even think that they were short on the amounts indicated on the bottle2nd I was told I was the only one to complain about this problem so there for I was totally wrong3rd the the products that are for sale to the public and the orders made to customer spefications are not any where close to the amounts that they tell the customer that they are paying forThis product needs to be seen by a person and measured with accurate measuring devices as I believe they are just measuring by eye

Initial Business Response /* (1000, 5, 2015/07/13) */
Hello,
We issued a full refund for [redacted]....

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Initial Business Response /* (1000, 5, 2016/02/22) */
Hello Revdex.com,
I will address [redacted]' concerns in the order which he expressed them on his letter.
In the ecigarette business, the market is full of countless products. Most of which, is manufactured in [redacted] and the rest from other...

respective countries.
With respect to the product sold in this query, the [redacted] has two different manufacturers. The original is from the [redacted] and the other from [redacted]. There are also other products that are originally made in [redacted] and also cloned in [redacted].
In this industry, there are what we call originals and others are copycats or clones. We're comparing [redacted] to[redacted]. It is widely known that there are clones of other products in the cigarette industry. We sell those simply to give the customer a choice from the more expensive highly priced product. Now, the difference from purchasing these clones is the warranty and price. If we did deem the product as the original, the product would go through our 30day warranty first, then the manufacturer warranty (respective of which company it maybe). We NEVER sell cloned devices under the false pretence of raising the prices to that of the original. At the time of [redacted]' purchase, the original product cost $[redacted]-$[redacted], while we sold ours and continue to sell ours for $[redacted]
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Because of the high prices of ** made products, not everyone can simply afford them. Now if there is a [redacted] made product and there is a high quality clone (we test them extensively before selling) we would sell them to our customers. We also have an strict script from which our employees use when selling cloned products.
We ALWAYS inform and educate our customers about our products. [redacted] friend had bought the same product previously and was also informed that it was a clone, no complaints from him.
We have also previously exchanged [redacted] Clone 3 months ago. This was 3 months after his purchase and past our 30 day store warranty. The initial request was for a refund on the product in question, but now, 6 months after the purchase was made, he has come in to ask for a refund on the entire receipt with which the [redacted] was purchased with. This was not possible.
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We have treated [redacted] will all the respect and have tried to make it right by exchanging his defective product the first time then refunding the product most recently. But when he came into the store last week, he asked for his ENTIRE receipt to be refunded. [redacted]
Also, I have attached his full receipt that has the date and products that were used with the device (sold separately). As you can see, he has batteries a charger and a [redacted] that is to be used with his machine. We cannot simply refund the batteries as our warranty for them is dead on arrival and the ejuice is warranted under "if you don't like it, we'll replace it" notion. Batteries, as we all know degrade from usage.