Customer service is severely lacking. I'm a supervisor for a call center and granted while the…read morebusiness' are totally different. I understand basic customer service. They don't have it.
Today I went to Marley's House, not my normal smoke shop, for a replacement glass for my Valeryian 3 tank. They did not have glass for my tank so we tried to adapt some of the glass they had there but none fit. I ended up buying a TFV9 SMOK Tank for my mod which at that time their selection for tanks was also very minimal with an option of only 5 or 6 choices. I went with a mid grade option, priced at $40 dollars, which is standard value for a product like this. However, I was sorely disappointed with the product as the tank had leaked fluid through the coil or tanks faulty gaskets and soaked my pocket with vape fluid. I have had a bad history with SMOK but hadn't heard of this product so wanted to give it a shot. Also was not provided with a receipt. Welp, my mistake. Should have waited till I could go home to my standard smoke shop.
Decided I would head back and see how they would make this purchase of a faulty product right, I expected a refund and requested one upon entry of the establishment. A young kid greeted me and seemed frustrated by my request. I was more than pleasant because I understand it's not his fault or the business' but that these things happen from time to time. Didn't matter. Soon as he heard refund he got, well not an attitude, but certainly shifted his demeanor. He started sucking his teeth saying, "oh yah I'll have to check on that for you. I don't think we do returns or refunds." No sign posted anywhere that purchases are final might I add. After a brief call with his, what I assumed manager, which began on speaker but after his "manager" asked when I came in, which I told them just earlier today and the rep explained the situation he started spewing obscenity's at the rep and he then took him off speaker so I heard nothing more of that conversation.
He came back and told me he would have to try to change the gaskets and coil to see if it was just a bad part and was still good. Still refusing my refund. I agreed as, again, still trying to be cordial and pleasant. He spends 10 minutes figuring out how to take the thing apart. Also at this point the kid has stopped even looking me in my eyes which was incredibly disheartening and just rude. Replaces the parts and just sets it in front of me stating we have to wait a bit if I have the time, also to hit it like crazy for whatever reason. I didn't. Just blew into the device. Set it down and asked what would happen if I leave and get another pocket soaked with vape fluid. He said he would check, called his boss, and mid conversation the device started leaking again.
I brought it to him and showed him the leak. He told the manager and the manager said STILL no refunds. Have to swap the product for the same thing. I told the kid I refused any exchanges as I have a bad past with SMOK and already knew the rest would be the same. So I really just wanted my money back, which I explained. The rep refused and stated it's on the receipt that all sales are final. There are no signs anywhere and well, I wasn't given a receipt so they should make that WAY more well known, a simply, "just to make you aware, all sales are final. Excluding qualifying exchanges." Would solve so many issues that will continue to arise. I left the product on the counter and told them to have a great night and enjoy my $40.
Pretty sad that a, at least the sticker on the door said, locally owned business would refuse to refund a new customer but instead continue to shove faulty products down their throat. Needless to say I will be spreading the word and WILL NEVER return to Marley's House in Pinellas, Tampa, or any other locations. Instead will be on the look out for Cloud house. Tried and true and never let me down once, unlike Marley's on my first visit. 1 star for horrendous customer service they do have a decent selection of water pipes although all very generic and standard. None with any real unique flair. Also an okay selection of fluid and other various items. But that's it. They are also having employees write faulty reviews, Just sad.
