Retro-Active, L.L.C.

Customer contacted our main office on 8/3 via live chat and telephone as customer stated in his complaint. Because of the details he submitted to us, which were very similar to the complaint here, we investigated the issue and pulled up camera footage of him at our store trying to return the...

product. The item he tried to return was not only in an unacceptable condition but had residue of illegal products on the item. Our products are sold strictly for legal use only. This is stated in store and online in our return policy and terms of use. Under no circumstances can we accept a product that has been used for illegal purposes. We stated this to the customer and he remained unhappy. Unfortunately there is nothing we can do on this matter. If the scale had been defected and returned without it being used for illegal purposes we would have been able to help however this was not the case. Video and chat transcripts can be provided upon request.

After reviewing the correspondence between the customer and our customer service team with whom the customer had spoke, Retro Active denies the customer's request for a replacement item. The customer received a glass bowl from our company which had arrived to him intact and unbroken. The customer...

broke the glass bowl while he was using it and is requesting a replacement. While Retro Active will gladly replace any item that is broken due to our negligence in shipping or packaging, we cannot simply replace every glass piece that is broken by the customer. All of this is stated in our return policy at https://[redacted]/pages/return-policy which the customer must agree to upon completion of placing an order through our website. After the customer contacted our customer service they offered to see if we had a spare replacement we could send free of charge as a courtesy. The customer service team did not have a spare piece we were able to ship, so out of courtesy they offered the customer a discounted rate of 25% off a new glass bowl if he chose to replace it. The customer refused the courtesy offered and filed a complaint. Transcripts of chat sessions and emails between the customer and Retro Active Support can be provided upon request.