I've been coming here for years, have brought my wife and my dog and always enjoyed it. I recently purchased two vape carts that were heavily terpene-added, and were harsh and didn't feel good to smoke.
I went on March and Ash's website to find out what their return policy is. I found two lists of Q&A's, with one addressing defective merchandise and another answering about a product you're not happy with. Since the carts worked but were not good, the stated policy is to contact the vendor and with their approval, March and Ash will "facilitate an exchange at one of their locations".
So I emailed the vendor, who got back to me fairly quickly that they had contacted M&A, but that m&a usually take several days to respond. I left town for the weekend and on Tuesday contacted the vendor; they still hadn't heard back. They sent me an email that detailed the situation and expressed their approval for the exchange for another of their products, with their contact info, so I could go in to do the exchange. I then called March and Ash's customer support number to verify this would be ok. "V" encouraged me to go in, ask for a manager, and they would do the exchange.
On the day I came in to do the exchange, I asked for a manager, and Shaun came over. When I showed him the email on my phone, he reached for my phone without asking for it. I did not give my phone to him, as I dont know him and he didn't ask. I held it up at a good distance for him to read. This seemed to upset him.
I then explained the steps I'd taken already, in a calm and straight forward manner, and he immediately started arguing that they only take returns for defective products. I told him what your website states about being unhappy with a product and contacting the vendor, and he said "well I only know whats on the receipt". I reminded him it is on the website, though, and he told me to "take it down a notch." I was totally calm. He seemed set on escalating the situation rather than providing decent customer service.
When I returned to the register for the exchange, I tried to share why I was explaining the steps I'd gone through already, to try to defuse things, but he took it as a challenge to further argue with me. I noticed his hands were shaky while using the register; there may be something more going on. An employee over Shaun's shoulder heard everything and made several sympathetic faces to me. She followed me out to the lobby, as I was leaving, and encouraged me to report Shaun; she also offered that she could get the store manager. I said ok to that. I waited about 30 seconds, and that's when Shaun came charging out again and stood 2 feet from me, while I was literally in a corner of the lobby. He seemed angry. I explained I said ok to his employee's offer of speaking with the store manager, and his response was "ok, he's not here, what do you want?" And stayed in my face. I again calmly spoke w him, because he was still aggro and in my face, at which point he started yelling that I need to leave the store. I laughed, said that's fine, then left, bc what else is there to discuss with this unbalanced hothead?
Shaun then followed me through the door at the same time I went through, for what reason I dont know. We had nothing more to talk about, he'd argued with me twice already, yet he was going to go outside with me. Why? Nothing positive would have come from that. As he pushed through the door, his elbow jammed into me.
At this point I was tired of this horrible treatment and called the police. This fortunately served to defuse Shaun; who knows what would have happened/ had to have happened next.
I spoke with the just-then returning store Manager, who was sympathetic but offered no specifics. The company forwarded me to HR, who decided Shaun will get a "coaching" and me, an entire $50 store credit.
What a slap in the face, after already getting elbowed, as a long-term paying customer.
This place employs and stands behind aggressive, unhappy people. What a shame. read more