Thick Ass Glass, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:1- Company states that a deviation of up to an inches is considered even though they never state this on their company's website, at least that I could find.2- It is not my responsibility to check the length of every piece I receive from a company if they state it is a certain length in THEIR advertisingI paid the price I paid for the BIGGEST piece of my life and did not receive a piece big enough to hold the title, even though it was advertised that way 3- Response email from TAG LLC to Revdex.com blatantly has information as I contacted them on August with the following email (which they never even responded to):Order #*** HelloI truly hope you are having a better day than I am right nowThis past weekend one of my long time favorite water pipes, your inch double honeycomb arm tree perc, had the misfortune of falling just the wrong way and split at the baseMy first instinct was to just try to use it as is, but being the huge fan of Thick As Glass that I am, I just went online and found an advertisement for a inch water pipe with a beaker base and arm tree perc w/ blue accentI hope you can imagine my excitement at this pointThe guy who's always repping his purple and white TAG t-shirts around his college campus is going to be getting THE BIGGEST water pipe of his life to this pointAstonishingNot.Upon receipt of my supposed inch water pipe I was ecstaticI tore the bubble wrap off ever so carefully, chilled some water in the freezer, and had a great time with itWhen my suite-mate came home and took out his inch TAG water pipe, THEY WERE THE SAME SIZENow I would just like to say I am more frustrated than anythingYour return policy states that once you use a piece you cannot return it, but does that still apply when advertising occurs? I truly hope this matter can be resolved one way or anotherI paid close to $for a inch piece with decent shipping and I did not get what I paid forHope to hear back from your company soon4- Company claimed to have offered a 25% coupon for instances like this; never until now did I hear anything about this, but it does not change my rejection of their response as the best their customer service told me they could do was give me a generic 11% off support code.5- TAG LLC claimed in their letter they did not feel as though I was being reasonable with my request, yet all I want is the biggest piece of my life, the 19inch piece that I paid close to $of my money for based on their deceitful advertising tactics / poor quality control Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:1- Company states that a deviation of up to an 1.5 inches is considered normal even though they never state this on their company's website, at least that I could find.2- It is not my responsibility to check the length of every piece I receive from a company if they state it is a certain length in THEIR advertising. I paid the price I paid for the BIGGEST piece of my life and did not receive a piece big enough to hold the title, even though it was advertised that way.
3- Response email from TAG LLC to Revdex.com blatantly has false information as I contacted them on August 31 with the following email (which they never even responded to):Order #[redacted] Hello. I truly hope you are having a better day than I am right now. This past weekend one of my long time favorite water pipes, your 18.75 inch double honeycomb 24 arm tree perc, had the misfortune of falling just the wrong way and split at the base. My first instinct was to just try to use it as is, but being the huge fan of Thick As Glass that I am, I just went online and found an advertisement for a 19 inch water pipe with a beaker base and 16 arm tree perc w/ blue accent. I hope you can imagine my excitement at this point. The guy who's always repping his purple and white TAG t-shirts around his college campus is going to be getting THE BIGGEST water pipe of his life to this point. Astonishing. Not.Upon receipt of my supposed 19 inch water pipe I was ecstatic. I tore the bubble wrap off ever so carefully, chilled some water in the freezer, and had a great time with it. When my suite-mate came home and took out his 18 inch TAG water pipe, THEY WERE THE SAME SIZENow I would just like to say I am more frustrated than anything. Your return policy states that once you use a piece you cannot return it, but does that still apply when false advertising occurs? I truly hope this matter can be resolved one way or another. I paid close to $120 for a 19 inch piece with decent shipping and I did not get what I paid for. Hope to hear back from your company soon. 4- Company claimed to have offered a 25% coupon for instances like this; never until now did I hear anything about this, but it does not change my rejection of their response as the best their customer service told me they could do was give me a generic 11% off support code.5- TAG LLC claimed in their letter they did not feel as though I was being reasonable with my request, yet all I want is the biggest piece of my life, the 19inch piece that I paid close to $120 of my money for based on their deceitful advertising tactics / poor quality control. .
Regards,
[redacted]

We sell glass smoking devices for tobacco use, our products are produced in batches of 100 or more, in the glass industry it is normal to experience variation in production. It is very normal to have plus or minus up to 1.5" over the span of hundreds of items produced, When we listed this product at...

19" height that was the physical height of the product in front of us when creating the product listing. There was absolutely no intention of false advertising but rather hand made glass products do vary from piece to piece as they are made by different people, not robots, who all make it just a little different.In the event a customer receives a product, that would classify as "received not as described", from the website it is the customers responsibility to contact [email protected] immediately (before using the product), if requesting we fix the problem will require the product to be completely unused or we can not process a return/exchange.Part of our terms of service states"RETURNS If we make an error with your order, we will fix it at no additional cost to you, (must be unused) - If you accidentally order the incorrect item and wish to exchange. We will require you pay to ship the merchandise back to us. - We will however cover reshipping the correct item to you for free. - Must contact info@)thickassglass.com within 7 days of delivery date. items must be unused."Our returns section clearly states customer must contact [email protected] within 7 days of delivery date, if we make an error, which includes receiving a product not as described we will fix the issue at no additional cost to the customer. Customer waited over 7 days, since product is used no exchange is possible, Most customers in a scenario like this are open to a discount which we would gladly have offered 25% towards a new purchase.- This offer for 25% of your next purchase still stands if the customer is willing to accept,If the product was unused we would have exchanged for a new item at no cost to the customer.it appears the customer did not want to find a solution between both parties that was reasonable but instead was more interested in keeping his product for free on the dispute.