Planet Ryo

---------- Forwarded message ----------
From: [redacted] <[redacted]>
Date: Mon, Jun 2, 2014 at 11:21 PM
Subject: [redacted]
To: [email protected]
First, I would like to state that in the Twenty plus years this company has been in business there...

has never been such a complaint filed against one of our locations.  With that said, the [redacted] location opened February 2014 as a new franchise location.  However, I own 2 other franchise locations myself and am very familiar with my vendors/manufacturers policies. 
 
The customer purchased a [redacted] E-Pen.  She came in a week or so later and stated she was having trouble with charging the battery.  I explained the manufacturer policy, she seemed understanding and in the meantime, purchased another battery.  Another week or so went by and she came in, told the Owner working at the time that the second battery was not working and the manufacturer EMAILED her that the Retailer misunderstood and that she was to return it to the Retailer since the Retailer is the one who collected her money.  The owner working called me.  We asked the customer if she had the email that they sent her.  Her reply was no.  We at no time did not refuse to work with her.  We just wanted a copy of the email.  She got angry and left the store. 
 
Our return policy is posted in several places around the store, including at the register. 
 
We are willing to refund the customer her funds with return of the product in order to resolve this issue.
 
[redacted]
Planet RYO
Custom Blends Farm Fresh Tobacco
[redacted] PA
[redacted]
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Review: I bought a product that was defective and I was told by the owner of Planet RYO that I had to get my refund from the manufacture. I contacted the manufacture and they told me that the retailer misunderstood their return policy and that I had to get my money from the retailer since they were the ones that collected my money in the first place. I went back to the store were they informed me that they have a no refund policy, no exceptions, on everything in their store, however the sign that they have posted in the store is in a display case with glass bongs and to me it looked like that sign pertained to that merchandise and not everything in the store. I believe if that is their policy it should be displayed front and center and be clearly spelled out. I will no longer be doing business with this retailer simply because I work hard for my money and I'm not going to shop were I can't get my money back if the sell me a defaulted product.Desired Settlement: I would like my money back. I made two separate purchases with the understand from the retailer that the manufacture would give me money. Both items are faulty and did not work and I am out $70.00. I will also be filing a complaint with the manufacture.

Business

Response:

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Jun 2, 2014 at 11:21 PM

Subject: [redacted]

To: [email protected]

First, I would like to state that in the Twenty plus years this company has been in business there has never been such a complaint filed against one of our locations. With that said, the [redacted] location opened February 2014 as a new franchise location. However, I own 2 other franchise locations myself and am very familiar with my vendors/manufacturers policies.

The customer purchased a [redacted] E-Pen. She came in a week or so later and stated she was having trouble with charging the battery. I explained the manufacturer policy, she seemed understanding and in the meantime, purchased another battery. Another week or so went by and she came in, told the Owner working at the time that the second battery was not working and the manufacturer EMAILED her that the Retailer misunderstood and that she was to return it to the Retailer since the Retailer is the one who collected her money. The owner working called me. We asked the customer if she had the email that they sent her. Her reply was no. We at no time did not refuse to work with her. We just wanted a copy of the email. She got angry and left the store.

Our return policy is posted in several places around the store, including at the register.

We are willing to refund the customer her funds with return of the product in order to resolve this issue.

Planet RYO

Custom Blends Farm Fresh Tobacco

[redacted] PA

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,