Complaints

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.

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

  To add, the vape was not tried in the store. The BBB complaint was made when no resolution was offered other than 10% back. The issue is solved now, vape has been replaced. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 07/03/2024

  In response to a customers complaint about a defective device purchased from my shop:
  
  A customer came into my ********************** shop at my location at Wow Smoke Shop in *********************, *******. She purchased a vape, tried it and left. A few days later the customer called over the phone and talked with one of my employees and stated that her vape was no longer working.  My employee told her when she called that she apologized for this issue and she would be happy to offer her a discount on a new vape when she returned to the store since it had been more than a day since the purchase. 
  
  The next day, the customer's husband came by the ********************** shop and talked with another one of my employees about the issue with his wifes vape. With him being her at the shop, my employee was then able to help him and fix the issue the correct way. My employee explained to him that she probably didn't recognize her over the phone, so we were unaware that they were regular customers over the phone. She then apologized and told him to send his wife back in and we would be happy to replace the vape at no charge. The gentleman called his wife while in the store and told her we would replace it for free if she wanted to bring it in, he purchased a few items for himself while he was here, said he was going to get his wife and would be back, then he left.
  
  Shortly after, during that same evening, the customer returned with his wife and my employee gave her a new vape device and we disposed of the damaged product. The customers seemed very pleased and left. 
  
  The next day, I see an email from the BBB and I am surprised. I was unaware that the customer had contacted the ******************** at the time of the issue. None of my employees or myself were aware or informed that the customer had already reached out to you and we were not told by the customer. All while my employee was fixing this issue and replacing the item for them for free.
  
  In the end, it is an electronic that is sealed, so unfortunately issues do arise with them occasionally. I just want to verify that our customer was taken care of and the product was replaced free of charge as we do for any of our customers when this happens. It is hard to know who we are talking to over the phone due to not recognizing voices, but always try to remind our customers that if they have an issue with any product, to please bring it back to the store in person so we can take care of the product and them right away. 
  
  Thank you for your time and for reaching out for an explanation. 
  
  Best Regards,
  ***********************