Initial Business Response /* (1000, 5, 2016/05/19) */
On Monday May 16, 2016 Mr. [redacted] called our Highland store where he had purchased a vaporizer kit the day before, stating that the kit was not what he wanted and that he wanted his money back. The clerk asked him what was the matter with the...
kit, was it not working properly. Mr. [redacted] said it was working fine, it just wasn't what he wanted. The clerk told him that we only except returns within the first 72 hours from the purchase, and only if the item is defective. Mr. [redacted] was incisive that we take the vaporizer back and refund him his money.
The clerk took all of his information and told him that she would forward his complaint to her general manager. The clerk did forward the complaint on to me, which I reviewed the entire purchase of the vaporizer kit on our surveillance system. The transaction showed that Mr. [redacted] talking to the clerk and asking questions about the vaporizer kit. The clerk takes the components out of the box, which is standard operating procedures. We do this to show our customers that all of the components of the kit are in the box, and to show them how to put the vaporizer together. We show them how to fill the tank with the liquid, and that the item is working properly before they leave the store. Mr. [redacted] told the clerk that he had no previous experience putting the vaporizer together, and our clerk was happy to assist. At no time did Mr. [redacted] ask about a disposable vaporizer kit. A disposable kit is an entirely different model and unit. Mr. [redacted] asked about a device which was more durable and had a stronger battery. The clerk then showed Mr. [redacted] how to put the liquid into the tank, at which time the unit was handed over to Mr. [redacted]. The clerk informed Mr. [redacted] that he needed to "prime" the vaporizer. This procedure is where you suck on the mouthpiece so that the liquid wets the coil. The coil must be wet so that the vaporizer works. If the coil is not completely primed, the cotton inside the coil burns out, leaving a terrible taste and rendering the coil unusable. The clerk then showed Mr. [redacted] how to turn on the vaporizer and take in a draw. The footage shows that Mr. [redacted] priming the vaporizer, turning it on, then drawing it through the mouthpiece. We do this process to make sure that the vaporizer is in working order, and they are truly satisfied and happy with the purchase of this device.
Mr. [redacted] proceeded to go to our Michigan City store where he wanted the manager there to refund his money back. The manager told Mr. [redacted] that we only refund if there is a manufacturer defect. Mr. [redacted] was insisted that she refund his money, and once told that she couldn't, he was given my number to call.
Mr. [redacted] called me immediately, demanding his money back. I reminded him of our 72 hour return policy, and only on the item being defective. Mr. [redacted] then asked me if he could return the item and purchase another item. I informed him that I was unable to take the item back because it had been used. Mr. [redacted] told me that it had never been used, and I told him after watching the surveillance, he had put the vaporizer in his mouth to prime the unit as well as to turn it on and draw off of it. He told me that was not really using it, which I responded that it was. Mr. [redacted] asked if he could clean it up by pouring bleach on it, and I informed him that I could not do that. Once his mouth was on it, we couldn't take it back. I told Mr. [redacted] that I was sorry, but that there was nothing I could do for him. The next thing he does is write the Revdex.com a letter.
Mr. [redacted] was very deceptive in his complaint. At no time did he ever tell us that this vaporizer kit was a gift for a friend. Mr. [redacted] states in his complaint " When I brought the gift home, I realized this was not the product that I needed because it included a tank in which you refill with vapor liquid as opposed to the more popular versions which allow you to screw on a disposable tank. I did not realize the model I bought did not have this feature until I was home and the store was closed".
This is not a true statement. Surveillance footage shows that Mr. [redacted] looking at, and knowing that liquid was going into the tank. Mr. [redacted] then taking the vaporizer, placing the item into his mouth, priming and then turning it on, drawing a huge cloud of vapor. It is impossible for him not to know the type of model he was purchasing. A disposable vaporizer is a completely separate device. If Mr. [redacted] had asked for a disposable device, we would have been able to accommodate his needs. Mr. [redacted] never made a reference for a disposable vaporizer.
Mr. [redacted] also states that the deice has literally not been used since he left the store. Once the item is inserted into his mouth, the item can not be returned. We tell all of our customers that there is a 72 hour return policy only with manufacture defects. Mr. [redacted] was very happy and satisfied with the purchase of the device.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no point in my conversation with the general manager did I tell him I could clean the mouthpiece by "throwing some bleach on it". What I said specifically was that since the only time I used the device was in the store as I was guided to do so by the store employee I could clean the mouthpiece with a cotton swab of alcohol. I would say the store and its employees were the ones that were "deceptive" as at no point during the process where the employee showed me how to work the vape kit (opening it up and asking me to take a puff to see that it worked) was I told that once I tried it I would not be able to return it. Again I did not realize at the time when I was in the store that the product I was purchasing was not the one that I needed. I was clear about this in my original email. Also when I initially called the Michigan City location and informed them of my situation I was told by the manager there to contact the Highland location to get permission, which I did. Initially speaking to the store manager of the Highland store who told me it would not be a problem to return it and that I could go to the Michigan City location as it is closer to me for convenience. She even told me she would call the Michigan City store manager to let her know I would be coming after work. Upon arrival at the Michigan City store I was informed by the employee there that the general manager had reneged the earlier decision made by the Highland store manager and said I could not return OR exchange the product. Again this was less than 24 hours from when I originally purchased the item. At this point it is not about the money, it is about the principle of it all. I feel the policy is unfair and if it was there policy to begin with it should have been explained prior to purchasing of the product. Again if I was aware that I would not be able to return the product once it was opened and tested I most certainly would have asked the woman in the store not to open it.
Initial Business Response /* (1000, 5, 2016/05/19) */
On Monday May 16, 2016 Mr. [redacted] called our Highland store where he had purchased a vaporizer kit the day before, stating that the kit was not what he wanted and that he wanted his money back. The clerk asked him what was the matter with the...
kit, was it not working properly. Mr. [redacted] said it was working fine, it just wasn't what he wanted. The clerk told him that we only except returns within the first 72 hours from the purchase, and only if the item is defective. Mr. [redacted] was incisive that we take the vaporizer back and refund him his money.
The clerk took all of his information and told him that she would forward his complaint to her general manager. The clerk did forward the complaint on to me, which I reviewed the entire purchase of the vaporizer kit on our surveillance system. The transaction showed that Mr. [redacted] talking to the clerk and asking questions about the vaporizer kit. The clerk takes the components out of the box, which is standard operating procedures. We do this to show our customers that all of the components of the kit are in the box, and to show them how to put the vaporizer together. We show them how to fill the tank with the liquid, and that the item is working properly before they leave the store. Mr. [redacted] told the clerk that he had no previous experience putting the vaporizer together, and our clerk was happy to assist. At no time did Mr. [redacted] ask about a disposable vaporizer kit. A disposable kit is an entirely different model and unit. Mr. [redacted] asked about a device which was more durable and had a stronger battery. The clerk then showed Mr. [redacted] how to put the liquid into the tank, at which time the unit was handed over to Mr. [redacted]. The clerk informed Mr. [redacted] that he needed to "prime" the vaporizer. This procedure is where you suck on the mouthpiece so that the liquid wets the coil. The coil must be wet so that the vaporizer works. If the coil is not completely primed, the cotton inside the coil burns out, leaving a terrible taste and rendering the coil unusable. The clerk then showed Mr. [redacted] how to turn on the vaporizer and take in a draw. The footage shows that Mr. [redacted] priming the vaporizer, turning it on, then drawing it through the mouthpiece. We do this process to make sure that the vaporizer is in working order, and they are truly satisfied and happy with the purchase of this device.
Mr. [redacted] proceeded to go to our Michigan City store where he wanted the manager there to refund his money back. The manager told Mr. [redacted] that we only refund if there is a manufacturer defect. Mr. [redacted] was insisted that she refund his money, and once told that she couldn't, he was given my number to call.
Mr. [redacted] called me immediately, demanding his money back. I reminded him of our 72 hour return policy, and only on the item being defective. Mr. [redacted] then asked me if he could return the item and purchase another item. I informed him that I was unable to take the item back because it had been used. Mr. [redacted] told me that it had never been used, and I told him after watching the surveillance, he had put the vaporizer in his mouth to prime the unit as well as to turn it on and draw off of it. He told me that was not really using it, which I responded that it was. Mr. [redacted] asked if he could clean it up by pouring bleach on it, and I informed him that I could not do that. Once his mouth was on it, we couldn't take it back. I told Mr. [redacted] that I was sorry, but that there was nothing I could do for him. The next thing he does is write the Revdex.com a letter.
Mr. [redacted] was very deceptive in his complaint. At no time did he ever tell us that this vaporizer kit was a gift for a friend. Mr. [redacted] states in his complaint " When I brought the gift home, I realized this was not the product that I needed because it included a tank in which you refill with vapor liquid as opposed to the more popular versions which allow you to screw on a disposable tank. I did not realize the model I bought did not have this feature until I was home and the store was closed".
This is not a true statement. Surveillance footage shows that Mr. [redacted] looking at, and knowing that liquid was going into the tank. Mr. [redacted] then taking the vaporizer, placing the item into his mouth, priming and then turning it on, drawing a huge cloud of vapor. It is impossible for him not to know the type of model he was purchasing. A disposable vaporizer is a completely separate device. If Mr. [redacted] had asked for a disposable device, we would have been able to accommodate his needs. Mr. [redacted] never made a reference for a disposable vaporizer.
Mr. [redacted] also states that the deice has literally not been used since he left the store. Once the item is inserted into his mouth, the item can not be returned. We tell all of our customers that there is a 72 hour return policy only with manufacture defects. Mr. [redacted] was very happy and satisfied with the purchase of the device.
Initial Consumer Rebuttal /* (3000, 7, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At no point in my conversation with the general manager did I tell him I could clean the mouthpiece by "throwing some bleach on it". What I said specifically was that since the only time I used the device was in the store as I was guided to do so by the store employee I could clean the mouthpiece with a cotton swab of alcohol. I would say the store and its employees were the ones that were "deceptive" as at no point during the process where the employee showed me how to work the vape kit (opening it up and asking me to take a puff to see that it worked) was I told that once I tried it I would not be able to return it. Again I did not realize at the time when I was in the store that the product I was purchasing was not the one that I needed. I was clear about this in my original email. Also when I initially called the Michigan City location and informed them of my situation I was told by the manager there to contact the Highland location to get permission, which I did. Initially speaking to the store manager of the Highland store who told me it would not be a problem to return it and that I could go to the Michigan City location as it is closer to me for convenience. She even told me she would call the Michigan City store manager to let her know I would be coming after work. Upon arrival at the Michigan City store I was informed by the employee there that the general manager had reneged the earlier decision made by the Highland store manager and said I could not return OR exchange the product. Again this was less than 24 hours from when I originally purchased the item. At this point it is not about the money, it is about the principle of it all. I feel the policy is unfair and if it was there policy to begin with it should have been explained prior to purchasing of the product. Again if I was aware that I would not be able to return the product once it was opened and tested I most certainly would have asked the woman in the store not to open it.