Hello,
I'm your loyal customer sine 2014 from the day your first store open. I never have any problem until today. I was at the store today getting my usual two bottles of Ice Ice ejuice max VG 70 ml 6 nic, the store was very busy. Your general manager was the one helping me out with my order, he misheard me and got me a Vanilla Bean Ice cream instate of my usual iceice.
I did not realize the mistake until I was back at my office and had crack one of the bottle. I returned to your store in less than 2 hours to hopefully exchange at least one bottle, because it wasn't even open yet. He told me there is nothing he can do because the bottles had left the building and they do not do a refund or exchange according to policy. I didn't have the receipt, and I had mistakenly opened one of the bottles, so I understand if he cants help me out. However, when I visit your website it's CLEARLY SAID "If your order is received and contains incorrect items or is missing items, then you must notify us within 24 hours of receipt of the package. We will certainly fix any mistakes that we have made, but we must be notified in a timely manner."
It's not 24 hours yet and I know your GM can reprint my receipt, so I called in and asked about the policy. He was very unhelpful and keep repeating that it's not his fault that he misheard me didn't take time to confirm my order and make a mistake. According to him, I'm should have been paying attention when I order.
Making mistake is human nature every one does it, but not solving it! and blame it on other person is another thing. I'm now stuck with 140ml of ejuice that I won't use, that's is my mistake. To solve this I'll stop going to Cool Vape. I do realize I'm only one customer and my business is not important, I have probably referenced all my smokers friends and family to you guys over the last 4 years, I met you personally at one point. I love your establishment and hope for the best in your business, but I do hope you fix your mistake and take a hard look at you GM. I do understand he is your close relative or event close friend, but that's is not how a GM should behave.
Sincerely
Jim Chan read more