On 5/15 I visited Westside Vibes for a vaporizer for use with medical marijuana. The salesman introduced himself as "Max" and other person in the shop as "my partner Les".
Since I do not smoke, I explained that I did not want to put the prescription oil on a hot coil but use it in tube on the burner as recommended by the State Medical Marijuana Dispensary. Max understood immediately what I wanted. He quickly showed me how the $95 vaporizer could be adapted to that use and sold me the parts to do so.
I took my $128 in purchases home and charged the unit. It did not work.
I returned to the store to exchange the nonfunctional device and encountered an incredibly unpleasant man named Johnny, who stated he was co-owner of the business and the uncle of Max. (I had obviously misunderstood when Max referred to Les as his "partner": he did not mean they were 'business' partners & co-owners.)
Johnny rudely informed me that they took no returns - "Period" - and that it was printed on the receipt and that Max had no authority to make adaptations to a device. I was late for an appointment, it did NOT say that on my receipt, and I was asking for an exchange, not a refund: I left to return with my husband (a retail executive), hopefully when Max was present.
Today I returned and encountered "Lance". He was clearly familiar with the situation and accused me of having been back "repeatedly".
- Once is "repeatedly"? Clearly these folks really don't want to see anything but your money and there's a BOLO out if they think there's going to be an attempt to get reasonable customer service or so much as an exchange for defective merchandise! -
Lance repeated the mantra:
1. "We don't take returns". (Or exchanges?
I was not offered one. )
2. Max had no business telling me about an alternative way to use the device or making a modification
and then - imagine this for justification! -
3. "We've told him not to do that again"
(Fat lot of good that does ME and my $111 worth, or defective purchase!)
4. He again insisted that the receipt clearly states no returns.
It does not. The receipt states:
"No returns on "Detox, Scales, Tobacco, or Sales Items".
Here's their argument:
"Since we don't sell tobacco, that MEANS tobacco-related PRODUCTS".
Actually it does not. It MEANS what it SAYS!
And, if you are an honest business, you take exchanges on nonfunctional merchandise in any case AND you cover mistakes made by your employees no matter what. It's what honest businesses do.
Regarding, WV's response to this review, several issues are apparent:
-You haven't a clue who I am, which customer, or my age. (I guess I'm a "senior"...if you're 18!)
-You do not recall that I returned to your establishment with the original bag, box, receipt, and ALL original parts.
- NO offer of help was given. I was essentially told to "Get out", However, you DID admit that nephew
- Max had modified the original vaporizer which rendered it inoperable, that
- "He had no authority to do that"
and
-"We told him not to do that anymore"
Whatever the return policy, an honest and honorable establishment stands behind their merchandise and the errors of their employees.
Interestingly, I found not one shop, but two that not only differed from your attitude on return of defective vaporizers, but were horrified by your behavior.
- One stated, "We take no returns either, but we value our customers and certainly back our products. If they don't work, we will exchange them for one that does."
- The other, after looking at the device I was sold by Max stated, "Even before he screwed around with this, it would never have done what you bought it for! It's a WAX BURNER!"
Nice.
So, who is wrong here?
The customer who came to the "experts" and was sold the wrong device for the purpose after explaining what she needed? Then had that device "modified" by an "unauthorized" clerk who was then merely "told not to do that anymore"?
And just bad luck for the customer who went home with $128 in useless merchandise?
I don't think so. Fortunately, for you, your sorry little shop is in West Maui, the heart of the tourist area, and you get the once and done trade.
Your multiple factual source errors are telling, "Charity", and reveal exactly what kind of effort you put into customer service. read more