I bought a $109 device several weeks ago, which turned out to be defective. I returned it to an employee and asked for Manny, one of the proprietors, to take a look at it. More than a month later she insisted that I take another device as a replacement. But, it was a type device that I don't like. They're too large & heavy, especially to carry in a purse. As the woman insisted that I take it, I realized that I had absolutely nothing--not even proof that I dropped off the first device. When I get the 2nd device home, it's loose in its box, missing its battery & charger, as well as protective film over its screen. I called Smoke Star the next night and asked Diane when Manny or his brother Hassan would be working again. She got upset that I was calling them. I told her that the replacement device didn't work and the situation had been going on for too long and I wanted to wait and speak to one of them. She became extremely loud and kept saying that the 2nd device was "brand new". Odd that being accused of giving me a used, bad device was the first place her mind went. She repeated several time, loudly, that she had been "kissing my a**" the whole time. She definitely had not. She gave me discounts on disposables, which was fair, since I didn't have access to a working device. The entire time she was going off on me, I heard her helping and ringing up customers. She is knowledgeable and friendly, until she takes something the wrong way. This is a lovely store, but until Hassan & Manny know what's really going on with their star employee, I'm sure she'll undermine the loyalty of other long-time customers, as well. I would be shocked if she ever told either of them about the 2 bad devices or that I would like them to call me. This isn't a review. It's a wake up call. Businesses can't leave the only route open to communicate with management leaving bad reviews. read more
