Planet of the Vapes

Hello ***, We did reply to your original message that you sent to us on 12/26/Thank you very much for your review on your most recent visit to the shop and for making us your spot for everything vape for the past yearWe strive to carry a wide variety at the lowest price in the areaI spoke with [redacted] this morning in an effort to gain more information on your latest transactionI can understand your frustration with having a device that doesn't work to your expectationUpon troubleshooting your device our associates did replace the coil for you and the device stopped leakingIt is to my understanding that you still wanted to exchange the device for something that was comparable in features and not with another [redacted] ***We stand behind the products that we carry 100% which is why we have implemented our exchange and warranty programWith this program guests are expected to provide a receipt of purchase which is a very understandable requestI have contacted our point of sale company to Share your concern with not getting your receipt and they suggested to check your spam folderWe would hate to lose any guest for any reason, especially something as easily fixed as this so please feel free to come into the store once your receipt is located & we can help you with exchanging your device for another [redacted] ***Your input, and the feedback from all our guests is vitally important for us as a business and we truly appreciate your reviewRespectfully, [redacted] *

I am rejecting this response because: It is totally self serving on the behalf of POTV, and it'seems owner I did, in fact, suggest a replacement *** *** I suggested store credit I suggested a refund or exchange for similar product I was told no on all counts One of the main issues is I was never given a receipt by the business It was supposed to be emailed to me and wasn't Therefore, the owner suggesting that I search my spam folder is assignine knowing it was never sent Just for the record, I DID check spam folder, and nothing Why doesn't the business search it's sent folder and produce it At this point I want a complete refundthe business search Thier sent folder and provide it

Hello [redacted], We did reply to your original message that you sent to us on 12/26/2015. Thank you very much for your review on your most recent visit to the shop and for making us your spot for everything vape for the...

past year. We strive to carry a wide variety at the lowest price in the area. I spoke with [redacted] this morning in an effort to gain more information on your latest transaction. I can understand your frustration with having a device that doesn't work to your expectation. Upon troubleshooting your device our associates did replace the coil for you and the device stopped leaking. It is to my understanding that you still wanted to exchange the device for something that was comparable in features and not with another [redacted]. We stand behind the products that we carry 100% which is why we have implemented our exchange and warranty program. With this program guests are expected to provide a receipt of purchase which is a very understandable request. I have contacted our point of sale company to Share your concern with not getting your receipt and they suggested to check your spam folder. We would hate to lose any guest for any reason, especially something as easily fixed as this so please feel free to come into the store once your receipt is located & we can help you with exchanging your device for another [redacted]. Your input, and the feedback from all our guests is vitally important for us as a business and we truly appreciate your review. Respectfully, [redacted].

I am rejecting this response because:The issue is not yet resolved.  The date that the [redacted] was purchased was on Black Friday, November 27, 2015.  The time of day was between 11:00 a.m. and 12 Noon.

Hello [redacted],
 
I can understand the frustration with not being able to locate your receipt. I have reached out to our point of sale company and if you are able to give a date & time frame that the device was purchased it will help narrow down your receipt and allow us to retrieve it. Once located we will be able to exchange your device for another [redacted]. I look forward to your response. 
 
Respectfully,
[redacted].

Review: I purchased a [redacted] vape mod from POTV on November 27th. The product was defective because it was leaking from the bottom of the tank. I took it back exactly 7 days later on December the 4th to get either a refund or an exchange. The manager of the store told me he couldn't accommodate me because I didn't have my receipt. Well, they do not provide their customers with receipts, they email them. Sometimes. This particular time I didn't receive an emailed receipt. I talked to him and he said perhaps he could get purchase information from the system, and he took down my contact information. After 10 days I called again, and got the same run around. He assured me I'd get a call back, and now as of December 22, still nothing. I'm tired of playing this game. They should stand behind the products they sell.Desired Settlement: I want this defective product exchanged or refunded.

Business

Response:

Hello [redacted], We did reply to your original message that you sent to us on 12/26/2015. Thank you very much for your review on your most recent visit to the shop and for making us your spot for everything vape for the past year. We strive to carry a wide variety at the lowest price in the area. I spoke with [redacted] this morning in an effort to gain more information on your latest transaction. I can understand your frustration with having a device that doesn't work to your expectation. Upon troubleshooting your device our associates did replace the coil for you and the device stopped leaking. It is to my understanding that you still wanted to exchange the device for something that was comparable in features and not with another [redacted]. We stand behind the products that we carry 100% which is why we have implemented our exchange and warranty program. With this program guests are expected to provide a receipt of purchase which is a very understandable request. I have contacted our point of sale company to Share your concern with not getting your receipt and they suggested to check your spam folder. We would hate to lose any guest for any reason, especially something as easily fixed as this so please feel free to come into the store once your receipt is located & we can help you with exchanging your device for another [redacted]. Your input, and the feedback from all our guests is vitally important for us as a business and we truly appreciate your review. Respectfully, [redacted].

Consumer

Response:

I am rejecting this response because: It is totally self serving on the behalf of POTV, and it'seems owner. I did, in fact, suggest a replacement [redacted]. I suggested store credit. I suggested a refund or exchange for similar product. I was told no on all counts. One of the main issues is I was never given a receipt by the business. It was supposed to be emailed to me and wasn't. Therefore, the owner suggesting that I search my spam folder is assignine knowing it was never sent. Just for the record, I DID check spam folder, and nothing. Why doesn't the business search it's sent folder and produce it. At this point I want a complete refund.the business search Thier sent folder and provide it.

Business

Response:

Hello [redacted], I can understand the frustration with not being able to locate your receipt. I have reached out to our point of sale company and if you are able to give a date & time frame that the device was purchased it will help narrow down your receipt and allow us to retrieve it. Once located we will be able to exchange your device for another [redacted]. I look forward to your response. Respectfully,[redacted].

Consumer

Response:

I am rejecting this response because:The issue is not yet resolved. The date that the [redacted] was purchased was on Black Friday, November 27, 2015. The time of day was between 11:00 a.m. and 12 Noon.