Cloud 9 Smoke Shop — Local services in Ogden

This is a twofold issue. First, I purchased 6 EvoBars, 5000 puffs, and was told buy one for $24.99 and get the remaining 5 for 1/2 off. This is the same deal I’d been given a month ago. However, when I opened the box I noted the size was much smaller. I’d been given 3000 puffs but was charged for 5,000. I contacted the store and was told to bring them back. I travel 40 minutes to get to this store as it is the only place I’ve found that carries the flavor I like. Upon arrival, the manager immediately started to argue with me about what I’d paid for the 6 boxes. After 10 minutes of her talking over the top of me, she realized I was right. Next issue, they didn’t have any of the 5,000 in my flavor. Nothing mentioned of this when I contacted the store earlier. I said ok, then let’s just figure out the number of “puffs” I should have received and divide it accordingly and give me that in additional boxes. I stood in that store for almost an hour as she called everyone, including the owner. I was told by the sales person on the phone that I could drive back tomorrow and he would pay me from his own pocket. At least he has customer service! I explained I wasn’t driving back again simply because the manager wouldn’t work with me. I have managed many businesses in my career and if the woman who waited on me tonight was my employee, she would be fired for her attitude and unwillingness to make it right. But, since the owner himself wasn’t doing the right thing, why should she. It wasn’t my mistake but I’ve paid for it in time and gas money. It is sad what customer service has become. Rather than losing a few dollars to keep a customer happy and have them return, you’ve lost hundreds of dollars in future revenue. Bravo!

Responding to the owner’s reply here:

“Forcefully” isn’t the appropriate description…”irritated” is the right word and frustrated that your employee’s mistake became my burden. I would have been satisfied with the explanation of the mistake and been fine with being charged the correct amount on future transactions. When you own a company and your employee makes a mistake, it isn’t the customer’s problem to fix it. That is yours to own. The $60 loss you mentioned doesn’t compare to the time and gas money I’ve spent nor your loss of future revenue as I will not be returning. I hope my review sways others from giving you...

I haven't been in yet and I call to ask a price but to waste gas. The person that answered the phone can't understand me language barrier. I speak English and this person could understand " how much is a" and I said what I was looking for " what no I don't understand call back way later another person ok bye" I might come back depending if when I call someone can understand me or go in. I'm having a hard enough time moving here from a different state but come in have someone pick up the phone that can communicate please he could understand the basics just really sad I only have a small window to come in

Edit to you responding How rude I asked for a person that won't hang up on me because they do not speak English. Call back later and hangs up. I fb message yes but got spoke to rude. Saying you don't understand me bye so I wrote again. When Will a person that can comprehend and understand English and communicate with their customers would be in? I called why I was able to stop by but I wanted to make sure they had what I wanted and needed. I do not want to text it. I do not want to write it. I do not want to do anything other than talk to a person and they said that no one would be until 4:00 then you guys changed it to somebody was at the front desk and could talk English but when I called in the person said they couldn't understand me and to call back later and then I tell you no. When you Facebook me saying just tell us in the message no if a customer wants to talk to someone that speaks English and can understand them that means they want to talk. Not type not message none of that. But phone call is that that hard to comprehend for your business that people that can understand English I have tried to be nice. I said this is nothing to be rude that I'm trying to do but I just want to talk to somebody on the phone in English and now I've missed my time frame to be able to come by because of my day and you guys are being really rude. No, I did not respond. After three times of me telling you I do not want to leave a message. This is personal. I want to be able to come in buy what I want and leave but I want to be able to call and see if you have it. I don't want to send messages or texts or anything else so you guys are going down...

I've never had worse customer service in my life. If somebody wants to call in and talk to somebody that speaks English and stating I'm not trying to be rude I just want to be able to communicate. I only have a short window to be able to swing by and I want to know if you guys have what I need will message us. No I want to talk to someone than to say that they're not going to be there till after 4:00 and then I got hung up when I called in the morning cuz you guys said oh somebody works there and speaks perfect English then how come I got. I don't understand you call back later. Bye and then in my facebook messages when you guys said well we facebooked you and you didn't respond. I responded four times that I wanted to talk to someone on the phone that spoke English. If you guys can't have people working there that speak English that pick up the phone that don't have them pick up the dang phone, it's not okay to have them hang up on a customer. It's not okay for them not to be able to communicate. They're working at a place where 90% of the people don't speak Middle Eastern. It wasn't even Spanish. I could have communicated...