ComplaintsforRoute 53 Tobacco Inc
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Complaint Details
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Initial Complaint
02/28/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
This business sells electronic disposable vapes. I bought one (2/27/2023 for ***** tax included) and stepped outside to open it and it was a dud. **** minutes I tried to get it to work and No charge and a complete dud product. I went back inside to state what happened and to get a different one and the cashier said I could not have a replacement because I did not open the product and try it in front of her. This was not stated to me when I bought the product, or I would have opened it in front of her (*******). This was a ***** purchase, and it was a dud. Since when does anywhere make you "try" a product after you buy it and also do that in front of the cashier before you exit the store? It comes in a sealed package why would I or anyone pull out the product to prove to the cashier that it works before leaving the store.Business response
03/13/2023
To,
Customer Relations Representative
Better Business Bureau
Its our pleasure to address the complaint thats made against our business Route 53 Tobacco ****** Before we start on the Particular complain made against our business, I want to mention that we honor and respect every customer walk into our business most efficiently and professionally.
As far as the complaint ID # ******** made against our business is completely against our policies in place at our business. We have at least 6 Signs right from Entrance door, at the checkout Counter and All Around the Store Displaying No Exchange No Return and Customers buy products AT OUR STORE at their sole discretion.
Initially before we implemented this policy, we had numerous customers that were taking advantage of the Situation everyday by Returning Empty or Used Vapes or claiming to not liking the taste of it and we were ending up with heavy losses financially resulted in implementing this, Policy. Once the product is returned open and used or empty no supplier will take it back resulting in total loss to our business. But all in fairness we still give an option to our customers as reminder to make sure everything is ok before they leave our vicinity in case of any issue, we can take care of it immediately by replacing it. Once the product and customer leave our shop, we stand by with in store Displayed policy as mentioned above of No Exchange No Return.
I hope my above reply is satisfying in addressing the complaint made against our business. Please kindly let us know in case of any further Questions or Concerns.
Thanking You,
Route 53 Tobacco U.S.A Management
Customer response
03/14/2023
Complaint: 19511178
I am rejecting this response because:While I can sympathize with the reasoning behind why you might try to enforce all sales final--I literally was out of the store and back in within 5 min to state it did not work. Why would your sales people not be trained in letting people know that they must open it and try the product before they leave???
I am a 45-year-old woman and not some scumbag ripping off stores. WHO in the world is reading all the homemade signs around the store? NO ONE is reading all the signs in Crayola marker. You should not be charging $25 for something that *** or *** not work. So YOU benefit by sale or by bad product? Both ways you make your money. And that is good customer service?
Sincerely,
*********************
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.