Terrible, horrible experience at Tracy's Smoke Shop in Norwalk. I was charged $111 to have a cargo van for about 2-3 hours time, and drove 10 miles. I'll never be going back, and here's why:
I picked the van up in Norwalk and drove it across the street to Best Buy. I then drove it to my home in Stamford, and realized (less than an hour after picking it up) that my bill ($111) didn't seem correct. It should've been less than $50. I call Tracy's Smoke Shop and ask the employee to break down the charges for me. They say that they aren't able to break the charges down, and aren't sure why I am being charged $111. At this point I ask if maybe there is a charge to drop it off in Stamford, and
they say there is no charge to do such a thing. They tell me to go to the drop off location and ask there.
I get to the drop off location, and the guy there has no access to my records, which he shows me. He tries to call the uHaul help line, but they aren't answering. I call Tracy's Smoke Shop again and inform them that the drop off location doesn't have any additional information. They say to keep the van and bring it back to Norwalk in the morning so they
can figure it out. I inform them that I'll be charged additional fees for milage and gas, and it doesn't make sense to keep the van if they don't know why I'm being charged extra. They agree, and I end up leaving the van at the Stamford drop off location.
The next morning, I call Tracy's Smoke Shop again. I talk to a manager (Jenette?), who says that they still can't break the charges down and to call the main uHaul number. I call the main uHaul number, and they inform me that I need to talk to the actual place I rented from. I call Tracy's again, and am informed by the manager there IS a charge to take a truck from Norwalk and drop it off in Stamford. I tell her that the employee working that night misinformed me and told me there was no charge. She says she'll talk to the employee and call me back. Of course, I never get a call back.
I call Tracy's Smoke Shop and the manager basically informs me that I was charged because I did a one-way rental from Norwalk to Stamford. I tell her that isn't what the employee I originally talked to told me. She tells me I should've taken the van back to Norwalk if I wanted the original 'in-town charge'. I again tell her I would have done that, had the employee originally working there informed me that I would get money back if I took the van back to Norwalk. She tells me that there isn't anything they can do in terms of a refund, and that I have to call the main uHaul number, and that it's MY fault for not returning the van to Norwalk. Completely unprofessional service, and rude.
All the employee in Norwalk had to do was say 'You were charged $111 because your doing a one-way rental from Norwalk to Stamford. If you bring it back, I'll refund you that fee'. They never did that, and instead fed me misinformation. Then lied about it and said it was my fault, and claimed it was out of their hands.
Needless to say, I won't be returning and won't be referring anyone either. In fact I will actively tell people to avoid this basement hole-in-the-wall. While I was in Tracy's Smoke Shop, the general atmosphere was trashy, with various boxes scattered about. Nobody else was there, that should've served as a warning sign that their customer service is non-existant. The employees are completely incompetent and refuse to take responsibility for their actions. They don't care about their customers AT ALL. As soon as you walk in, it feels like you're an unwelcome intruder.
In regards to the smoking products, it's a great smokey atmosphere for your kids to be in while you wait for your rental! You can get overchanged for your rental AND get cancer at the same time! *sarcasm* Their tobacco/shisha products are overpriced for the quality you're getting. There are a bunch of better local places, who are happy to spend time with you and get a feel for the tobacco/shisha you're interested in. If you come here expecting reasonable service, prices, or products, then you're in for a shocker.
The point to take away from this experience is to not trust shady smoke shop employees high on drugs with your credit card. read more