ComplaintsforEmpire Smoke & Vape

• Initial Complaint

  05/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Today... May 14, 2023, I went to Empire Smoke & Vape at 2051 E Shaw #101 Fresno California to purchase a vape pen. I was encouraged, even pressured, to buy a specific model. I actually had a different product in my hand at the register and **** convinced me to buy a Puffco Plus. I spent 97.50 after tax and took my "brand new" item home. Within 10 minutes I noticed that it had been used before. The battery out of the box had NO charge (ive purchased three of these pens before and every product from them comes with at least some charge) and there was wax (*********) residue already in the atomizer, and a crack which fully spanned the interior of the atomizer. I tapped the button ONE TIME, and it showed a visible spark through the bottom of the chamber, which burned a black spot ion the bottom, at which point it stopped working entirely. I boxed it back up and called the business. A gentleman named **** told that he couldnt do anything about it, and that I had to go through puffco, even though the ATOMIZER ISNT INCLUDED UNDER WARRANTY!! They are selling used or damaged products and expecting the manufacturer to pay for them!! When I called the business i was cussed out and hung up on. When I went in I was threatened with physical violence and thrown out. I am a disabled person (I HAVE ONE EYE AND AM PARTIALLY DEAF) and I use ********* as a form of pain control. This was a horrible and traumatic experience and I honestly feel EXTREMELY DEFRAUDED. HOW DO I GET MY MONEY BACK??? Im sorry to waste your time with something so small, but i am disabled and on a fixed income, and they just stole my money. PLEASE HELP.

  Business response

  05/23/2023

  hello , my employee did not pressure the customer in to buying anything the customer asked for the the product he purchased as you can see in the video . he showed him a  new product because the customer stated he already had purchased that same product before but was still okay with buying it again , my employee shows him everything in the packaging and it’s brand new if there was anything missing or it was used he would of said something right there. he later called hours after buying the product and he had used it and “burnt” it out by not proper usage, he was upset that my employee asked for his contact info so the ****r could contact him the next day to help him out with the situation. but he demanded that we give him a brand new one or he’s going come down and “show us” then showed up yelling with his phone out recording and my employee told him to leave or we will be calling the cops, cops were called everything was documented case number #*********** 
  he called plenty times that day and kept saying “watch what happens what I catch you”
  
  we tried to explain to him warranty is through the company and not through the store, we are not the manufactures of this product, just a store.

  Customer response

  05/23/2023

   I am rejecting this response because:  This is a wildly inaccurate description of what happened.  I do have witnesses and I also spoke with the police.  I should inform you that the business reached out to me almost immediatly to offer me a replacement.  The (****r?* *** questioned me AT DEPTH about the interaction with *****" and even pointed out to me that I was sold a used product since it wasnt shrink wrapped.  I wasnt even aware that the product should have been in shrinkwrap until after he asked me about it.  All of this happened the next day.  Do what you want, but they are dishonest and borderline fraudulent.  I met with the ****r in a parking lot and he gave me a replacement which was shrink wrapped, and has been just fine.  There was nothing wrong with the way I used the product in question.  Also the entire "conversation" that supposedly happened between myself and *****" was completely fabricated.   Absolutely disgusting business practices.  They lie to the customer and they lied to you.   However, since the ****r reached out to me after I filed the complaint with you (I never called repeatedly or any of that nonsense they claimed) and apologized and more importantly MADE ME WHOLE, I dont care if you chose to take the world of a business that has had so many bad reviews on google describing the same situation that I had.  Thats on you for not doing YOUR due dilegence.   Thank you and good day.   
  
  
  

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