I bought a $35 vape pen on 9/21 and discovered it did not hold a charge and attempted to return it in store on 9/24. I presented the product which was obviously barely used as well as the original receipt, but the rep said they cannot do a refund or exchange because I did not have the paper packaging. I said no one ever told me the packaging is required and it is also not stated on the receipt, nor is that policy stated anywhere in writing on the store or their website.
The manager stated that employees are trained to verbally give the policy at checkout, but I declared I was never given that policy and it is not written anywhere, so they must make an exception and refund or exchange the defective product and put their policy in writing rather than rely on overwhelmed and underpaid and possibly intoxicated employees to remember to verbally state the policy.
I demanded to speak to the owner and the employee said they have no way to contact the owner, they cannot call or email the owner, which again, is inexplicable and incredulous. I asked if I could write a letter then and took a minute to write a hand-written letter to the owner. I asked when he will be in and they said he comes in whenever he feels like it.
I called later to follow-up but was again argued with and the manager repeatedly said she could not help and that I'll have to wait until Monday and hopefully the owner will be in and see my note and call me back. I insisted that this was unacceptable as I am a regular customer who has given their company thousands of dollars and they sold me a defective product and refused to make it right, despite the fact that I did everything a reasonable person should do in that I saved the barely used product and receipt and returned it 3 days after purchase. She ended up hanging up on me after 3 minutes.
The unnamed manager had also threatened to ban me from the store for "making a scene" when I was just trying to make a logical argument at a normal tone of voice after being wronged. Nothing was wrong about my behavior, they just didn't want other customers to see how they have treated a long-time customer attempting to make a return.
The bottom line is their policy is not written anywhere and their employees have never verbally stated the refund policy until 9/24 when they denied the refund. The manager repeatedly essentiallly called me a liar by saying that their employees always verbally give the policy and that is blatantly not true. I'm insulted by the fact that she is calling me a liar and it is not my fault that they never communicated their policy. Now they have essentially stole $35 from me and continue to waste my time forcing me to look for other avenues to get justice.
Emerald Leaves Reviews
I bought a $35 vape pen on 9/21 and discovered it did not hold a charge and attempted to return it in store on 9/24. I presented the product which was obviously barely used as well as the original receipt, but the rep said they cannot do a refund or exchange because I did not have the paper packaging. I said no one ever told me the packaging is required and it is also not stated on the receipt, nor is that policy stated anywhere in writing on the store or their website.
The manager stated that employees are trained to verbally give the policy at checkout, but I declared I was never given that policy and it is not written anywhere, so they must make an exception and refund or exchange the defective product and put their policy in writing rather than rely on overwhelmed and underpaid and possibly intoxicated employees to remember to verbally state the policy.
I demanded to speak to the owner and the employee said they have no way to contact the owner, they cannot call or email the owner, which again, is inexplicable and incredulous. I asked if I could write a letter then and took a minute to write a hand-written letter to the owner. I asked when he will be in and they said he comes in whenever he feels like it.
I called later to follow-up but was again argued with and the manager repeatedly said she could not help and that I'll have to wait until Monday and hopefully the owner will be in and see my note and call me back. I insisted that this was unacceptable as I am a regular customer who has given their company thousands of dollars and they sold me a defective product and refused to make it right, despite the fact that I did everything a reasonable person should do in that I saved the barely used product and receipt and returned it 3 days after purchase. She ended up hanging up on me after 3 minutes.
The unnamed manager had also threatened to ban me from the store for "making a scene" when I was just trying to make a logical argument at a normal tone of voice after being wronged. Nothing was wrong about my behavior, they just didn't want other customers to see how they have treated a long-time customer attempting to make a return.
The bottom line is their policy is not written anywhere and their employees have never verbally stated the refund policy until 9/24 when they denied the refund. The manager repeatedly essentiallly called me a liar by saying that their employees always verbally give the policy and that is blatantly not true. I'm insulted by the fact that she is calling me a liar and it is not my fault that they never communicated their policy. Now they have essentially stole $35 from me and continue to waste my time forcing me to look for other avenues to get justice.