Penn Vape Company

In response to the complaint I received on 10/23/(Revdex.com Complaint ID: [redacted] ( [redacted] ), I will answer point by pointWhile on vacation the customer did in fact return to the store with a faulty deviceUnfortunately the employee who was at the location was instructed to do no returns/exchanges while I was away as they were not trained on the return/exchange process (there are multiple ways of doing returns/exchanges depending on the vendor that we purchase from) and that anyone looking to do a return/exchange should be informed that we could not process the return/exchange until I returned from my tripThe employee (my mother) contacted me and I told her that if the Customer was in a rush to return it and would not wait till I came back that she could go directly through the manufacturer (which is suggested by the manufacturer) as they give the consumer days from date of their purchase whereas they only give the store days from the date of our purchaseTherefore if the customer purchases the device days after purchased it and then returned with a defective device after days of owning (total days after my date of purchase) - I would not be able to warranty the device, the customer would have to in accordance with the manufactures return policy (as they would still have days left in warranty)Because the consumer could not understand this - nor did she present any kind of patience to the matter and because of her attempted "strong arming" by yelling and threatening to contact the Revdex.com told my mother to just exchange it and we would take a loss ($as this was not able to be returned by me through the manufacturer).Next I would like to go over my posted return policy and what is exactly printed on the receipts(photo copy attached of actual receipt from sale on September 27th as well as receipt from September 6th for replacement devices customer received in exchange for her first defective device):“day return policy exclusions applyPlease see return policy in store for details"Our in store return policy (copy included) which is clearly posted in areas of the store states and I quote: “All faulty hardware (due to manufacturer defect or “dead on arrival”) can be exchanged in store if in like new condition within days of purchase (valid receipt required) with the exception of disposable items/consumables (atomizer, cartomizers, coils, syringes, drip tips, bottles, disposable electronic cigarettes) which can be exchanged only if unusedItems outside of in store exchange policy will follow manufacturer exchange policyNo refunds/exchanges on e-liquidsAll sales are finalStore credit only - NO CASH REFUNDS” The customer brought back a defective device which we diagnosed that either the connection was broken and shorted or the inside circuit board was friedBecause we have no way to diagnose if this was a manufacturer defect or if the customer caused this (by leaking liquid into the unit, or by over tightening of the device) we investigated the purchase dateWe found that the device was outside of the return period, both in store and the vendorsSo to help the customer we were offering a new device at our wholesale cost of $The customer was not pleased with this outcome and stated that he wanted to contact the manufacturer which we do not deal with directly (we buy from a wholesaler who we would not disclose) so we informed him that he could locate the phone number, address and whatever other information of the manufacturer onlineHe said that he understood why we couldn't return or exchange it and would contact the manufacturer to express his displeaseHe also stated and I quote "I don't have a problem with you guys"This particular device has done great for us, we have sold a total of of these with no issues until nowUnfortunately we are not the manufacturer as they are located in China, and cannot modify their warranty policy but were willing to work with the customer to get them a new device even though they were outside of any kind of warranty and we would yet again be taking a loss on a deviceWe would not disclose our vendor / Supplier as this is a very intense market and these are intellectual property / trade secrets of our businessSo in conclusion we attempted to rectify the issue for the customer by giving them $off of a new device which then would fail into a new day return policyThat would equate to us taking a loss of a total of $to attempt to keep the customer happy while still maintaining our policy as well as the policies of the vendors we deal withUnfortunately we would have to reneg on this offer at this point and offer the customer nothing as they are now days past their initial date of purchase (days over the return policy) and they have already declined this offerAs for a total refund, I will revert back to our return policy - “Store credit only - No Cash Refunds" so at no point in time would this have happened nor will happenIn my opinion the customer felt that based on their actions with the first defective device that if they employed the same “strong arm, rude and impatient tactics" that we would cave in because we were Scared and give them what they wantUnfortunately this is not the caseAt this point in time we would appreciate and encourage the customer to shop with other retailers, as there is nothing we can do further for them at Penn Vape Co.Thank you, Paul LOwner

In response to the complaint I received on 10/23/2014 (Revdex.com Complaint ID: [redacted] ([redacted]), I will answer point by point.
While on vacation the customer did in fact return to the store with a faulty device. Unfortunately the employee who was at the location was instructed to do no...

returns/exchanges while I was away as they were not trained on the return/exchange process (there are multiple ways of doing returns/exchanges depending on the vendor that we purchase from) and that anyone looking to do a return/exchange should be informed that we could not process the return/exchange until I returned from my trip. The employee (my mother) contacted me and I told her that if the Customer was in a rush to return it and would not wait till I came back that she could go directly through the manufacturer (which is suggested by the manufacturer) as they give the consumer 14 days from date of their purchase whereas they only give the store 14 days from the date of our purchase. Therefore if the customer purchases the device 10 days after purchased it and then returned with a defective device after 7 days of owning (17 total days after my date of purchase) - I would not be able to warranty the device, the customer would have to in accordance with the manufactures return policy (as they would still have 7 days left in warranty). Because the consumer could not understand this - nor did she present any kind of patience to the matter and because of her attempted "strong arming" by yelling and threatening to contact the Revdex.com told my mother to just exchange it and we would take a loss ($65 as this was not able to be returned by me through the manufacturer).Next I would like to go over my posted return policy and what is exactly printed on the receipts. (photo copy attached of actual receipt from sale on September 27th as well as receipt from September 6th for replacement devices customer received in exchange for her first defective device):“14 day return policy exclusions apply. Please see return policy in store for details".
Our in store return policy (copy included) which is clearly posted in 2 areas of the store states and I quote:
“All faulty hardware (due to manufacturer defect or “dead on arrival”) can be exchanged in store if in like new condition within 14 days of purchase (valid receipt required) with the exception of disposable items/consumables (atomizer, cartomizers, coils, syringes, drip tips, bottles, disposable electronic cigarettes) which can be exchanged only if unused. Items outside of in store exchange policy will follow manufacturer exchange policy. No refunds/exchanges on e-liquids. All sales are final. Store credit only - NO CASH REFUNDS”
The customer brought back a defective device which we diagnosed that either the connection was broken and shorted or the inside circuit board was fried. Because we have no way to diagnose if this was a manufacturer defect or if the customer caused this (by leaking liquid into the unit, or by over tightening of the device) we investigated the purchase date. We found that the device was outside of the return period, both in store and the vendors. So to help the customer we were offering a new device at our wholesale cost of $35. The customer was not pleased with this outcome and stated that he wanted to contact the manufacturer which we do not deal with directly (we buy from a wholesaler who we would not disclose) so we informed him that he could locate the phone number, address and whatever other information of the manufacturer online. He said that he understood why we couldn't return or exchange it and would contact the manufacturer to express his displease. He also stated and I quote "I don't have a problem with you guys".
This particular device has done great for us, we have sold a total of 127 of these with no issues until now. Unfortunately we are not the manufacturer as they are located in China, and cannot modify their warranty policy but were willing to work with the customer to get them a new device even though they were outside of any kind of warranty and we would yet again be taking a loss on a device. We would not disclose our vendor / Supplier as this is a very intense market and these are intellectual property / trade secrets of our business.
So in conclusion we attempted to rectify the issue for the customer by giving them $30 off of a new device which then would fail into a new 14 day return policy. That would equate to us taking a loss of a total of $95 to attempt to keep the customer happy while still maintaining our policy as well as the policies of the vendors we deal with. Unfortunately we would have to reneg on this offer at this point and offer the customer nothing as they are now 26 days past their initial date of purchase (12 days over the return policy) and they have already declined this offer. As for a total refund, I will revert back to our return policy - “Store credit only - No Cash Refunds" so at no point in time would this have happened nor will happen. In my opinion the customer felt that based on their actions with the first defective device that if they employed the same “strong arm, rude and impatient tactics" that we would cave in because we were Scared and give them what they want. Unfortunately this is not the case. At this point in time we would appreciate and encourage the customer to shop with other retailers, as there is nothing we can do further for them at Penn Vape Co.Thank you,
Paul LOwner

Review: I purchased three vape pens starter kits from penn vape co. all within 2 months. my first one broke after 7 days of having it, so my fiance went into the store to do an exchange and was told the owner was at an convention and that he wouldn't be back till that following week. But that she would contact him and get back to us because she couldn't return it even though the policy was 14 days. she called back after speaking to the owner and told my fiance that we must go through the manufacture I was not pleased with that answer, because the receipt said 14 days. I tried calling left messages finally after I said I was calling the Revdex.com the owners mother I forgot her name said to come in and that they would be happy to exchange it for me so that's what I did. that was the first vape pen. then I purchased another one on September 27 2014 after 17 days of owning it, it also broke. I had my fiance [redacted] take it back to the store, he spoke to a PJ and that's who also sold it to us. [redacted] explained to PJ what was going on with it. [redacted] told him that this was the second time we had one break on us the gentlemen explained that it sounded as if the inside of the vape pen was shot and that it was passed the 14 day manufacturers warranty all he could do was sell us another one for 35 dollars yes it was passed the 14 days only by 3 days they wouldn't disclose information on the company who sells the product all I wanted was an exchange but now I want my 68.89$ back because this is the second product from penn vape co. that has broken In a short amount of time from the purchased date. Why should I be out all that money if the business can't stand behind what they sell maybe they shouldn't sell that product.Desired Settlement: I just want my money back my 68.89$ so I can take my business elsewhere

Business

Response:

In response to the complaint I received on 10/23/2014 (Revdex.com Complaint ID: [redacted]), I will answer point by point.While on vacation the customer did in fact return to the store with a faulty device. Unfortunately the employee who was at the location was instructed to do no returns/exchanges while I was away as they were not trained on the return/exchange process (there are multiple ways of doing returns/exchanges depending on the vendor that we purchase from) and that anyone looking to do a return/exchange should be informed that we could not process the return/exchange until I returned from my trip. The employee (my mother) contacted me and I told her that if the Customer was in a rush to return it and would not wait till I came back that she could go directly through the manufacturer (which is suggested by the manufacturer) as they give the consumer 14 days from date of their purchase whereas they only give the store 14 days from the date of our purchase. Therefore if the customer purchases the device 10 days after purchased it and then returned with a defective device after 7 days of owning (17 total days after my date of purchase) - I would not be able to warranty the device, the customer would have to in accordance with the manufactures return policy (as they would still have 7 days left in warranty). Because the consumer could not understand this - nor did she present any kind of patience to the matter and because of her attempted "strong arming" by yelling and threatening to contact the Revdex.com told my mother to just exchange it and we would take a loss ($65 as this was not able to be returned by me through the manufacturer).Next I would like to go over my posted return policy and what is exactly printed on the receipts. (photo copy attached of actual receipt from sale on September 27th as well as receipt from September 6th for replacement devices customer received in exchange for her first defective device):“14 day return policy exclusions apply. Please see return policy in store for details".Our in store return policy (copy included) which is clearly posted in 2 areas of the store states and I quote:“All faulty hardware (due to manufacturer defect or “dead on arrival”) can be exchanged in store if in like new condition within 14 days of purchase (valid receipt required) with the exception of disposable items/consumables (atomizer, cartomizers, coils, syringes, drip tips, bottles, disposable electronic cigarettes) which can be exchanged only if unused. Items outside of in store exchange policy will follow manufacturer exchange policy. No refunds/exchanges on e-liquids. All sales are final. Store credit only - NO CASH REFUNDS”The customer brought back a defective device which we diagnosed that either the connection was broken and shorted or the inside circuit board was fried. Because we have no way to diagnose if this was a manufacturer defect or if the customer caused this (by leaking liquid into the unit, or by over tightening of the device) we investigated the purchase date. We found that the device was outside of the return period, both in store and the vendors. So to help the customer we were offering a new device at our wholesale cost of $35. The customer was not pleased with this outcome and stated that he wanted to contact the manufacturer which we do not deal with directly (we buy from a wholesaler who we would not disclose) so we informed him that he could locate the phone number, address and whatever other information of the manufacturer online. He said that he understood why we couldn't return or exchange it and would contact the manufacturer to express his displease. He also stated and I quote "I don't have a problem with you guys".This particular device has done great for us, we have sold a total of 127 of these with no issues until now. Unfortunately we are not the manufacturer as they are located in China, and cannot modify their warranty policy but were willing to work with the customer to get them a new device even though they were outside of any kind of warranty and we would yet again be taking a loss on a device. We would not disclose our vendor / Supplier as this is a very intense market and these are intellectual property / trade secrets of our business.So in conclusion we attempted to rectify the issue for the customer by giving them $30 off of a new device which then would fail into a new 14 day return policy. That would equate to us taking a loss of a total of $95 to attempt to keep the customer happy while still maintaining our policy as well as the policies of the vendors we deal with. Unfortunately we would have to reneg on this offer at this point and offer the customer nothing as they are now 26 days past their initial date of purchase (12 days over the return policy) and they have already declined this offer. As for a total refund, I will revert back to our return policy - “Store credit only - No Cash Refunds" so at no point in time would this have happened nor will happen. In my opinion the customer felt that based on their actions with the first defective device that if they employed the same “strong arm, rude and impatient tactics" that we would cave in because we were Scared and give them what they want. Unfortunately this is not the case. At this point in time we would appreciate and encourage the customer to shop with other retailers, as there is nothing we can do further for them at Penn Vape Co.Thank you,Paul LOwner