The customer came by our retail location today and I personally met with the customer in an attempt to seek a resolution to their complaints The complaints are frivolous and unfounded, and all efforts were made to satisfy the customer who was not pleased with the resolutions posed to mediate
the situation To me, the complaint is based on buyers remorse on a purchase, and nothing else, as evidenced by the customers refusal to accept a replacement product for the one deemed defective, with no questions asked on our part!
1) The customer made no mention of any issues with the State of Oregon imposed tax on recreational marijuana sales during our meeting today Further, the taxes took effect on sales starting January 4th, 2016, and prior to commencing any recreational sales we posted information at the point of sale/register AND have been informing customers of this change Further, at the point of sale the statute itself is posted, along with information about what the collected taxes will be used for as well as a link to a website for additional informationPrior to the taxes taking effect, we did not feel and still do not feel it would have been prudent to discuss an upcoming change prior to the change taking effect Once it took effect, we took the necessary steps to inform customers in writing and verbally The customer clearly doesn't like the change in recreational tax policy, but this is hardly grounds for a complaint against a licensed retail operation carrying out and insuring compliance with all existing and changes to existing regulations
2) The customer came in with a waterpipe purchased approx days prior Customer expressed dissatisfaction and requested his money back ($23.00) I asked first and foremost what was wrong with the water pipe The customer informed in that a part was leaking I stated that a used water pipe was not allowed on our premises, so I couldn't see the leak but that I was willing to resolve the issue right away for him Without a further question, I offered to replace the part that he indicated was leaking for free The customer was unsatisfied and indicated he wanted a full refund I informed him I was unable to accept a used water pipe back, per our posted store policies, and for the fact that the water pipe had been used and still had residue on it (he didn't even attempt to clean it) When the customer was still not satisfied with the offer of the free replacement parts, I informed him I would be happy to replace the entire water pipe at no cost to him, and he could keep the old one since I was unable to accept it back into our inventory The customer was upset that our receipt did not say that we did not accept returns or exchanges on used water pipes I agreed that perhaps we should add that to our receipt, and we have since done so The customer refused my offer of a full replacement and keeping the one he brought in, and informed me he would be complaining unless I gave him his money back I feel our offer to replace the entire unit for free was satisfactory, and I strongly believe that there is nothing wrong with the original unit, and that this buyer was having buyers remorse and seeking a way to get his money back with the threat of complaining to anyone who will listen if I did not back down and give him his money back.
A regretted purchase does not necessarily warrant a complaintCustomer should have accepted the full replacement offer as a satisfactory solution, and his failure to do so is indicative of his motivations
We have since updated our receipt language, posted our return policies in a more prominent location, and will be verbally alerting customers of our return policy
The customer came by our retail location today and I personally met with the customer in an attempt to seek a resolution to their complaints The complaints are frivolous and unfounded, and all efforts were made to satisfy the customer who was not pleased with the resolutions posed to mediate
the situation To me, the complaint is based on buyers remorse on a purchase, and nothing else, as evidenced by the customers refusal to accept a replacement product for the one deemed defective, with no questions asked on our part!
1) The customer made no mention of any issues with the State of Oregon imposed tax on recreational marijuana sales during our meeting today Further, the taxes took effect on sales starting January 4th, 2016, and prior to commencing any recreational sales we posted information at the point of sale/register AND have been informing customers of this change Further, at the point of sale the statute itself is posted, along with information about what the collected taxes will be used for as well as a link to a website for additional informationPrior to the taxes taking effect, we did not feel and still do not feel it would have been prudent to discuss an upcoming change prior to the change taking effect Once it took effect, we took the necessary steps to inform customers in writing and verbally The customer clearly doesn't like the change in recreational tax policy, but this is hardly grounds for a complaint against a licensed retail operation carrying out and insuring compliance with all existing and changes to existing regulations
2) The customer came in with a waterpipe purchased approx days prior Customer expressed dissatisfaction and requested his money back ($23.00) I asked first and foremost what was wrong with the water pipe The customer informed in that a part was leaking I stated that a used water pipe was not allowed on our premises, so I couldn't see the leak but that I was willing to resolve the issue right away for him Without a further question, I offered to replace the part that he indicated was leaking for free The customer was unsatisfied and indicated he wanted a full refund I informed him I was unable to accept a used water pipe back, per our posted store policies, and for the fact that the water pipe had been used and still had residue on it (he didn't even attempt to clean it) When the customer was still not satisfied with the offer of the free replacement parts, I informed him I would be happy to replace the entire water pipe at no cost to him, and he could keep the old one since I was unable to accept it back into our inventory The customer was upset that our receipt did not say that we did not accept returns or exchanges on used water pipes I agreed that perhaps we should add that to our receipt, and we have since done so The customer refused my offer of a full replacement and keeping the one he brought in, and informed me he would be complaining unless I gave him his money back I feel our offer to replace the entire unit for free was satisfactory, and I strongly believe that there is nothing wrong with the original unit, and that this buyer was having buyers remorse and seeking a way to get his money back with the threat of complaining to anyone who will listen if I did not back down and give him his money back.
A regretted purchase does not necessarily warrant a complaintCustomer should have accepted the full replacement offer as a satisfactory solution, and his failure to do so is indicative of his motivations
We have since updated our receipt language, posted our return policies in a more prominent location, and will be verbally alerting customers of our return policy