PowerVisa

I am addressing a customer complaint that was filed with your office.  In my understanding, Mr. [redacted] mother purchased a carton of Rave  cigarettes in our location at 5502 Brookville Rd. Our clerk, Becky, sold the carton to him.  His complaint was that they tasted "stale" and...

wanted to return the carton.  Our store policy is posted and it states "no returns or refunds" on items.  Once they are in the possession of the customer and leave the store, we can not ensure the product has not been tampered with therefore, making them unsaleable to our next customer.  Several years ago, most  Tobacco companies made cigarette cartons unreturnable for credit to the wholesaler from the retailer.  This would make the carton Mr. [redacted] purchased, a loss for our company if we allowed the return.  Every manufacturer stamps their cartons with a date and that carton was ordered into our store the week of April 17, 15.  It is my understanding,  Becky had asked Mr. [redacted] to bring the carton back to check the date. (The manufacturer, Commonwealth, can tag the carton for a credit to us IF the carton is out of date.).  If the carton was out of date by chance, we would have made an exception to our exchange policy. Mr. [redacted] did not bring the carton back to be checked.  Our manager followed company policy and tried to assist Mr. [redacted] to the best of her ability.  Our only other option is to have  Mr. [redacted] contact the manufacturer and express his disapproval of the quality of their product in hopes they may send him coupons to replace the carton that he feels he lost.Kristie M[redacted], Bell group GM765-575-8152 phone/fax765-524-[redacted] cell