Mama P's Wholesome Grinding

Complaint: [redacted]
I am rejecting this response because:
You failed to comprehend the complaint. Seems to me that you only paid attention to the complaint of the mark-up and "store front" portions (your store IS ran out of a garage under four or five condos with a blue exterior. The way you addressed it is misleading. Google satellite can rebut it.). While this was important to disclose for other consumers so they know that you grossly mark up your prices (50% mark-up for 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 [redacted]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 warranty. I 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 $50 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. [redacted] told us the vaporizer came with the dry herb cartridge for $100 (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 again. We can go a third round with your bad business practices because how many times were we told the [redacted] would call us back? But let's skip the third round and go right on into round four. You blatantly lied (this being twice now we've been lied to by your company) in your response about [redacted] doing anything to assist us in getting the dry herb part replaced. I 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 us. Because best business practices calls for your employee to discuss illegal uses for your products when trying to sell them. Should this be bad business practices number five? Let's say so and continue on with the previous point as I digressed. We called [redacted] informing him of the issue, and he gave us a number to call. Yes, WE called [redacted], not him. He was not our knight in shining armor. We spoke with a [redacted] rep with a name we want to recall as [redacted] or [redacted], who was not expecting our call and later emphasized the lie we were told about the one-year warranty on the liquid cartridge. SHE sent us a replacement at no cost, because that's what you do when something mechanical stops working. So 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 type. So, in reference to your conclusion, you think what I wrote here still doesn’t define swindled? 
Regards,
[redacted]

Complaint: [redacted]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 mark-up on your products. Yes, 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 [redacted] call us back to discuss, it should happen, but it didn't. I 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 addressed. How many more times does this need to be communicated that the price is not the issue, it never was. What you think is a new and very different concern, was the issue from the beginning. Referencing the initial complaint (again, copied and pasted to show you this is not a new issue), "$150 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 cartridge. The 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 warranty. Everything 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" contest. If [redacted] made all these calls on our behalf to [redacted] 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 happened. Seems 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 [redacted] 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 call. To add, this hiccup wasn't mentioned in my initial complaint because your company had nothing to do in the resolution. You made this an issue. Also, to say that we called you only to tell you how much we liked the product is farcical. That's not our style. We call to complain, not give praise. As 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 [redacted] and your website, please learn that the language you use is everything. Laws 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 products. With 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 you. Addressing what you've ignored the past two times is needed in order to rectify. Trying to get repeat business out of us is out of the question as far as a remedy. If a full refund is not an option, then a partial refund needs to be negotiated.  Regards,
[redacted]

To address the new (and very different concerns): First, if the "core of the complaint" is that there is no 1 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 free. Now, the complaint is that there isn't a 1 yr warranty (although the product is working fine) and when the product didn't work it was fixed for free. The complaint seems to have changed because [redacted] called here complaining about the cost BEFORE there was an issue with the product.  Also, it is interesting that in the original complaint that [redacted] doesn't mention that a part was replaced for free.  Now, [redacted] is complaining about bad business practices. Bad business practices wouldn't have gone out of there way to procure a replacement head. So, what is the real "core" of the complaint? Second, the price is the same no matter how it is stated. For a vaporizer with a dry herb head it is $100. For a vaporizer with an e-liquid head it is $100. For a vaporizer with a wax head, it is $100. The heads are interchangeable. Each head is $50. Battery plus head is 50 plus 50. Again, we are a business and can choose our own prices. Just 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 store. The customer is free to purchase the product at the price we are asking for it ... or not. There is no trick or "swindling" in telling a customer a price and having them decide to pay it or not.  Third, [redacted] did call [redacted] and explain the situation and procure a replacement. He also spoke to [redacted] many times and did everything in his power to make sure [redacted] and her husband were happy with the product. We have the phone records to prove it. No 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 YES. Is the customer upset that she feels she paid too much? The answer is YES. But 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.