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Business Profile

Tobacco Store

JR Smoke Zone

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:09/26/2024

    Type:Product Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I purchased a battery for $20.00 from this smoke shop on 9/16. A few days after purchasing, I tried to charge it and it would not charge. The next day, I purchased a new charging cord to see if that was the issue and the battery still wouldn't charge. I went back yesterday, 9/24, to ask for a replacement as it was clearly defective and I had never used it. The woman working there rudely asked when I purchased it and I told her. She asked why I didn't come back sooner and I said that I lived in Ventura and had only been in Camarillo on the 16th for an appointment. I also didn't try to use the battery the day I bought it and only realized it was broken a few days before trying to exchange. With an attitude she said it had been too long and she wouldn't replace it. I told her they sold me a broken product and were essentially stealing from me and she angrily replied back that she didn't steal anything from me and that I should have come back sooner. I reiterated why that was not possible and she told me that I "should buy my batteries in Ventura then," and to get out with my $20.00 battery. I asked for the owners information and she refused. I admittedly called her a not so nice name at that point and a verbal altercation occurred and she followed me out to my car filming me.

    Business Response

    Date: 09/30/2024

    We appreciate the opportunity to address the concerns raised by Katherine Wilson regarding her visit to our store on 9/24.


    Ms. Wilson was informed upon her arrival that any returns or exchanges for the purchased battery would need to be handled by the owner, as per our store policy. It's also important to note that there is a clearly visible sign in our store stating "All Sales Final." Despite this, we were still willing to assist her with the issue as a gesture of goodwill.


    Unfortunately, instead of allowing us to help, Ms. Wilson became confrontational, started screaming, and used inappropriate language directed at the employee. After repeated attempts to de-escalate the situation, she was asked to leave the premises.


    We always strive to provide excellent customer service, but we cannot tolerate disrespectful or abusive behavior in our store. Should Ms. Wilson wish to resolve this matter in a respectful manner, we remain open to assisting her in accordance with our store policies.


    Sincerely,
    A***** *****
    Owner
    JR Smoke Zone

    Business Response

    Date: 09/30/2024

    We appreciate the opportunity to address the concerns raised by Katherine Wilson regarding her visit to our store on 9/24.


    Ms. Wilson was informed upon her arrival that any returns or exchanges for the purchased battery would need to be handled by the owner, as per our store policy. It's also important to note that there is a clearly visible sign in our store stating "All Sales Final." Despite this, we were still willing to assist her with the issue as a gesture of goodwill.


    Unfortunately, instead of allowing us to help, Ms. Wilson became confrontational, started screaming, and used inappropriate language directed at the employee. After repeated attempts to de-escalate the situation, she was asked to leave the premises.


    We always strive to provide excellent customer service, but we cannot tolerate disrespectful or abusive behavior in our store. Should Ms. Wilson wish to resolve this matter in a respectful manner, we remain open to assisting her in accordance with our store policies.


    Sincerely,
    A***** *****
    Owner
    JR Smoke Zone

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