Mama P's Wholesome Grinding

Complaint: ***
I am rejecting this response because:It's insulting and rather frustrating that your response is yet again filled with you charging that I'm complaining about the maon your productsYes, we called complaining about the price because who wouldn't be pissed off that they paid 50% above retail? You should expect backlash when its discovered and when you say you'll have the *** call us back to discuss, it should happen, but it didn'tI even addressed in the initial complaint (this is copied and pasted) that we "ultimately conceded that we weren’t going to get any kind of apology for them marking up their prices" and I referenced the same line again in the second response to clarify your confusion of the issue I wanted addressedHow many more times does this need to be communicated that the price is not the issue, it never wasWhat you think is a new and very different concern, was the issue from the beginningReferencing the initial complaint (again, copied and pasted to show you this is not a new issue), "$for something that was going to be refillable and last us at least a year because of the warranty? Sure
We wanted to make an investment in something that lasted, so we made the purchase." We were comfortable paying the price because we were told EVERYTHING (battery and BOTH cartridges) we're purchasing had a one-year warranty. We were told that if EITHER cartridge or the battery stopped working, it can be replaced within the one year, emphasizing either because we were told this included the liquid cartridgeThe liquid cartridge was NOT sold to us as a disposable that lasted for a time "dependent on the user", but something refillable that will last a year, and if it didn't, can be replaced because of the warrantyEverything else I mentioned is my complaining about how you conduct your business and how we were treated, which as a consumer is my right, and as the company is for you to solve internally to prevent future backlashes, not for you to act unprofessionally by initiating a "he said, she said" contestIf *** made all these calls on our behalf to *** to address the dry herb cartridge not working, please produce the phone records, let us know who he spoke with so we can reposition our grief (at least partially), but also tell us why didn't he give us a name of the rep who should be contacting us to determine the right course of action? Why didn't he have a rep directly contact us from the start? Why wouldn't he keep us in the loop of all the wonderful things you claim he did to help? These are all ways that someone can go above and beyond in assisting a customer, which you argue he acted as such, but none of this happenedSeems like he could've done a lot more to prevent this misstep, but mostly, why did you bring this up in your recent response, when I clearly stated in the previous response that we were the ones who had to call *** and have them replace the dry herb cartridge? Your company had nothing to do with this replacement as you falsely claim toward the end of your current response, except for providing us the number to callTo add, this hiccup wasn't mentioned in my initial complaint because your company had nothing to do in the resolutionYou made this an issueAlso, to say that we called you only to tell you how much we liked the product is farcicalThat's not our styleWe call to complain, not give praiseAs far as you addressing my concern with how you presented the purchasing structure in your first response and what we were told how we could buy it by *** and your website, please learn that the language you use is everythingLaws are held with such scrutiny so all can understand how to enforce or follow them, so all companies, corporate or small business, should hold to such scrutiny when telling their customer how they can purchase their productsWith all the irrelevant complaints hopefully and finally addressed by both parties, I expect that any further responses from you should finally address the issue of you selling us the liquid cartridge under a warranty that did not exist, this not new, not very different concern, that was listed in the initial complaint that was not addressed in the last two responses from youAddressing what you've ignored the past two times is needed in order to rectifyTrying to get repeat business out of us is out of the question as far as a remedyIf a full refund is not an option, then a partial refund needs to be negotiated Regards,
*** ***

Complaint: ***
I am rejecting this response because:
You failed to comprehend the complaintSeems to me that you only paid attention to the complaint of the maand "store front" portions (your store IS ran out of a garage under four or five condos with a blue exteriorThe way you addressed it is misleadingGoogle satellite can rebut it.)While this was important to disclose for other consumers so they know that you grossly mark up your prices (50% mafor the liquid cartridge and 150% for dry herb cartridge according to what you claim as how you price your products and the manufacturer site at ***usa.com), and while you may not be under obligation to "price match", it certainly calls into question your business ethics and practices, which brings us to the core of the complaint: we were told the cartridge had a one-year warrantyI can quote myself in my original complaint, "We expressed our grievances with the pricing, but ultimately conceded that we weren’t going to get any kind of apology for them marking up their prices, but being lied to, spending $on something that we were told has a warranty, but in actuality is disposable..." You sold us a product claiming a one-year warranty on it and we bought this product because of it, but no warranty exists! I also find your details of how you price your vaporizer products inconsistent to what we were told and how we bought it and with how its listed on your website*** told us the vaporizer came with the dry herb cartridge for $(same on your site, but apparently sells at $99.98) yet, you're saying we could have bought just the battery, calling in to question your business practices yet againWe can go a third round with your bad business practices because how many times were we told the *** would call us back? But let's skip the third round and go right on into round fourYou blatantly lied (this being twice now we've been lied to by your company) in your response about *** doing anything to assist us in getting the dry herb part replacedI also enjoyed your little quip about how outraged I was about this piece, when in fact, it was the manner in how it was presented to usBecause best business practices calls for your employee to discuss illegal uses for your products when trying to sell themShould this be bad business practices number five? Let's say so and continue on with the previous point as I digressedWe called *** informing him of the issue, and he gave us a number to callYes, WE called ***, not himHe was not our knight in shining armorWe spoke with a *** rep with a name we want to recall as *** or ***, who was not expecting our call and later emphasized the lie we were told about the one-year warranty on the liquid cartridgeSHE sent us a replacement at no cost, because that's what you do when something mechanical stops workingSo you're falsely claiming that you solved this for us, this is lie number three! Oh my gosh, the bad business practices just keep coming as I typeSo, in reference to your conclusion, you think what I wrote here still doesn’t define swindled?
Regards,
*** ***

Complaint: ***I am rejecting this response because:It's insulting and rather frustrating that your response is yet again filled with you charging that I'm complaining about the maon your productsYes, we called complaining about the price because who wouldn't be pissed off that they paid 50% above retail? You should expect backlash when its discovered and when you say you'll have the *** call us back to discuss, it should happen, but it didn'tI even addressed in the initial complaint (this is copied and pasted) that we "ultimately conceded that we weren’t going to get any kind of apology for them marking up their prices" and I referenced the same line again in the second response to clarify your confusion of the issue I wanted addressedHow many more times does this need to be communicated that the price is not the issue, it never wasWhat you think is a new and very different concern, was the issue from the beginningReferencing the initial complaint (again, copied and pasted to show you this is not a new issue), "$for something that was going to be refillable and last us at least a year because of the warranty? Sure.We wanted to make an investment in something that lasted, so we made the purchase." We were comfortable paying the price because we were told EVERYTHING (battery and BOTH cartridges) we're purchasing had a one-year warranty. We were told that if EITHER cartridge or the battery stopped working, it can be replaced within the one year, emphasizing either because we were told this included the liquid cartridgeThe liquid cartridge was NOT sold to us as a disposable that lasted for a time "dependent on the user", but something refillable that will last a year, and if it didn't, can be replaced because of the warrantyEverything else I mentioned is my complaining about how you conduct your business and how we were treated, which as a consumer is my right, and as the company is for you to solve internally to prevent future backlashes, not for you to act unprofessionally by initiating a "he said, she said" contestIf *** made all these calls on our behalf to *** to address the dry herb cartridge not working, please produce the phone records, let us know who he spoke with so we can reposition our grief (at least partially), but also tell us why didn't he give us a name of the rep who should be contacting us to determine the right course of action? Why didn't he have a rep directly contact us from the start? Why wouldn't he keep us in the loop of all the wonderful things you claim he did to help? These are all ways that someone can go above and beyond in assisting a customer, which you argue he acted as such, but none of this happenedSeems like he could've done a lot more to prevent this misstep, but mostly, why did you bring this up in your recent response, when I clearly stated in the previous response that we were the ones who had to call *** and have them replace the dry herb cartridge? Your company had nothing to do with this replacement as you falsely claim toward the end of your current response, except for providing us the number to callTo add, this hiccup wasn't mentioned in my initial complaint because your company had nothing to do in the resolutionYou made this an issueAlso, to say that we called you only to tell you how much we liked the product is farcicalThat's not our styleWe call to complain, not give praiseAs far as you addressing my concern with how you presented the purchasing structure in your first response and what we were told how we could buy it by *** and your website, please learn that the language you use is everythingLaws are held with such scrutiny so all can understand how to enforce or follow them, so all companies, corporate or small business, should hold to such scrutiny when telling their customer how they can purchase their productsWith all the irrelevant complaints hopefully and finally addressed by both parties, I expect that any further responses from you should finally address the issue of you selling us the liquid cartridge under a warranty that did not exist, this not new, not very different concern, that was listed in the initial complaint that was not addressed in the last two responses from youAddressing what you've ignored the past two times is needed in order to rectifyTrying to get repeat business out of us is out of the question as far as a remedyIf a full refund is not an option, then a partial refund needs to be negotiated Regards,
*** ***

To address the new (and very different concerns): First, if the "core of the complaint" is that there is no yr warranty then one must ask if there has been an issue with the product not working? It seems that there was an issue and it was handled with the customer receiving a new head for freeNow, the complaint is that there isn't a yr warranty (although the product is working fine) and when the product didn't work it was fixed for freeThe complaint seems to have changed because *** *** called here complaining about the cost BEFORE there was an issue with the product Also, it is interesting that in the original complaint that *** *** doesn't mention that a part was replaced for free Now, *** *** is complaining about bad business practicesBad business practices wouldn't have gone out of there way to procure a replacement headSo, what is the real "core" of the complaint? Second, the price is the same no matter how it is statedFor a vaporizer with a dry herb head it is $For a vaporizer with an e-liquid head it is $For a vaporizer with a wax head, it is $The heads are interchangeableEach head is $Battery plus head is plus Again, we are a business and can choose our own pricesJust as a convenience store may charge more for a 12-pack of coke than a grocery store or just as a department store may charge more than an online storeThe customer is free to purchase the product at the price we are asking for it or notThere is no trick or "swindling" in telling a customer a price and having them decide to pay it or not Third, *** did call *** and explain the situation and procure a replacementHe also spoke to *** many times and did everything in his power to make sure *** *** and her husband were happy with the productWe have the phone records to prove itNo one is lying on this end.
It boils down to: Did the customer buy a product and do they enjoy using the product? Did they even call back to say how much they liked the product? Does the product work as explained to them? When there was a problem, was it handled with the customer receiving a new part for free? The answer to all these questions are YESIs the customer upset that she feels she paid too much? The answer is YESBut again, we are free to sell products at any price we choose and the customer is free to make the decision to purchase the product or not.
We would be happy to offer a discount on a different product in our store but we can not give a full refund for a product that has been used, enjoyed and works fine but the customer is unhappy about the price

Thank you for the chance to respond to *** ***'s complaintFirst, let me begin by address *** ***'s comments about the appearance of our storeOf course, this has no bearing on the complaint but I do feel a need to defend our storeWe are a small family owned manufacturing business that
recently opened up a store to sell our own products and other products to our communityWe are not on a busy city street but tucked back on a rural road which allows for customers who prefer a bit of discretion to feel comfortableOur building houses high-end luxury condos, office spaces and store frontsWe are not on a "driveway" as *** *** states - driveways don't have namesThe name of our street outside our shop is *** *** *** as verified by the USPS Our address being *** *** *** ***If *** *** was at all uncomfortable with the surroundings, she could have easily gone minutes to another store which sells similar productsBut that really doesn't have anything to do with the complaint
In *** ***'s complaint, she states that she and her husband were looking for an e-cigaretteThere is a difference between e-cigaretts and vaporizers
***
We do not sell e-cigarettesWe sell *** vaporizers*** *** and her husband, *** ***, came to our store looking to purchase a vaporizer which would allow them to smoke dry herbs and e-liquidsWe offer the *** vaporizers which have interchangeable headsThe battery cost $and each head cost $for a total of $which is what they purchasedThat is the price we charge in our store, at festivals and onlineThe same day, *** called the store because he was having trouble getting the vaporizer to work***, our salesman, walked him through it only to discover that the battery was not fully screwed into the head pieceLater that same day, *** called to tell *** how "great" the product was and "life changing"He fully loved it!
About a week later, *** *** called to say that she had found the exact same product on the manufactures website at a lower price and felt "ripped off"We are under no obligation to sell products at the same price as the manufacturer or to "price match" It is also ironic that the manufacturer has been out of the battery used for the vaporizer for months and even if she had tried to purchase it from them - she would not have been able to.
A few weeks later, *** called to say that his dry herb head was no longer workingAlthough they were supplied with an owner's manual and manufacturer phone number if there was a problem, they choice to call us*** took it upon himself to call *** and explain the problemHe them secured a new dry herb head (this is the head for the illegal substance which *** *** is so outraged on) for *** at NO CHARGEAll *** had to do was call *** and give them his addressIt was after speaking with ***, that *** found out his e-liquid head would not last foreverIt is disposable and at some point must be replaced (depending on use)A typical head would last what is equivalent to over 1,cigarettesWhether that is a month or two months or months or a year depends on the person.
In conclusion, I can't really figure out what *** ***'s complaint is aboutShe bought a product that they thought was "great"She received wonderful customer service when there was an issue with the productIt seems that she is complaining about paying for something and then finding it cheaper online (from the manufacturer)I can't imagine going into a store and purchasing a pair of shoes, wearing them and loving them and then after seeing them online cheaper - going back to the store to complain!?! As a business, we can charge any price we choose for a product and it is up to the customer to decide to buy it or not*** *** uses the word "swindled" often in her complaintSwindled implies she was tricked in some wayShe was not trickedShe knew exactly what she was buying and loved the product (their words)To make a formal complaint because she found the product cheaper is absurd!
Thank you,
*** ***