I’ve been a regular at this store for the past month, visiting multiple times as I’ve recently moved to the area. At first, I was impressed, but my most recent experience left me frustrated. I went in to return a vape I had purchased less than 24 hours ago because I didn’t like it. To my surprise, I wasn’t informed about their return or refund policy beforehand, and unlike most other smoke shops, they didn’t offer any flexibility with returns.
When I approached a male employee with long blonde hair at the front of the store to discuss my return, I was disappointed by his lack of assistance. On top of that, it was clear he was under the influence, which made it even harder to have a productive conversation. While I understand it’s a smoke shop, this employee is consistently unhelpful, and it’s like pulling teeth to get any type of guidance or support when trying to choose a product. The whole experience just felt very frustrating.
Even though the blonde-haired employee is consistently unhelpful, I kept coming back because there’s another staff member, who I assume is the manager, who is very knowledgeable about the products. However, when I purchased the vape, he didn’t give me much information besides the price. I was hoping for more details about the vape, but he just told me it was good, and I trusted him because on previous visits he had been very helpful.
I really just wanted to get something else; it didn’t even have to be a full refund. But when I explained the situation to the manager, he didn’t even try to help out, even though I’ve been a consistent customer and he’s seen me in the store many times. To my surprise, he told me there was nothing he could do about it. It was incredibly disappointing, I’m a really loyal customer until I get screwed over.
RESPONSE TO OWNER:
I’m very disappointed in your response, and I feel it’s necessary to clarify the situation, as much of what you’ve said is inaccurate.
First, you mentioned that you don’t have any "blonde-haired" employees. While it may be true that the employee is not technically blonde, he has long hair, and he’s one of only two employees who work at the front of the store. This is the person I was referring to, and I can say that his behavior was unprofessional.
As for your claim that the manager explained the vape’s cloud production—this never happened. My issue was not with the amount of cloud, it was with the fact that when I burned flower, the vape simply didn’t work properly. It would burn the flower straight through without producing any smoke, which was the main issue I wanted to address when I came back.
Moreover, I never said I understood the vape’s limitations—I asked whether it worked well, and the manager just said "yes" with no further details. The only thing he mentioned was the price. I was looking for guidance and information, but I didn’t get that.
You also mentioned the condition of the vape, saying there was resin on it. This is simply not true. The vape was fully clean when I returned it. I know you’re trying to make excuses, but the fact is the product didn’t work as expected, and I was hoping for at least a little flexibility in finding a solution.
Regarding the reviews you mentioned—I’ve left reviews for other businesses when I’ve had a bad experience, but I’ve also recommended places I like to others. I’ve actually mentioned your shop to many people because, up until now, I had a good experience and thought it was a solid place. But your unwillingness to work with a loyal customer who’s had nothing but positive interactions in the past is deeply disappointing. Telling me to find another smoke shop instead of trying to address the issue shows a lack of concern for customer satisfaction, and it’s a terrible way to handle a situation.
I’ve been a regular customer, and I would have been happy to find a solution that worked for both of us. But instead of trying to make things right, you’ve chosen to brush me off. That’s not the kind of service I expect, and I’ll be taking my...
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