ComplaintsforThe Spot

• Initial Complaint

  04/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to "The Spot and purchased a vape , got home and it does not work, I returned with receipt for an exchange, the clerk told me no exchanges or refund, I told him you know I bought it here not even an hour ago, the clerk said I told you no exchanges once you leave the store with it , I told him no you didn't he them pointed to a small sign hard to see that says all sales are final, he then tried the vape himself and he said It doesn't work but can't do an exchange, I said to him , you know I bought it here , you know it doesn't work and your saying I'm stuck with something that doesn't work that you sold me , he said that's the poily for all shops in Frankfort, I told him that is not true, i have exchanged vapes at different shops here in Frankfort, he wouldn't do anything, with him knowing i bought it there and its not working, he then kept the old vape

  Business response

  05/01/2024

  Good evening ** ***** *******

  I just received this mail along with other mails from my employee. Please give me a day to know more about the situation what happened on that day. Will give you a call or another response to this by tomorrow. 

  Thank you!

  ******

  Business response

  05/06/2024

  Hello ******

   

  I had a call with my employee about the situation that happened on 4/16/2024. He did not bring to my attention immediately about the situation that happened.

   

  Anyway I heard from him (employee) as well *** **** *customer) report, it seems to be communication problems between customer and employee.

   

  All good!

   

  I agree to give him (customer) store credit.

   

  **** (Employee) Explanation about the Situation Below:

   

  This situation, although unfortunate, was completely avoidable. The customer making a complaint is historically a repeating customer to the lounge. 

   

  Since the opening of our lounge-style enterprise, The Spot, we have proudly posted all applicable store policies in clearly legible places. Most prominently posted is our “All Sales are Final No Returns, Exchanges or Refunds. Please check or try before you leave.” policy. Staff, including the specific staff working that day, are trained from onboarding to continually remind customers to try-out all disposables before they leave the store. 

   

  The complaining customer has been told this multiple times, as well as seeing it posted to the immediate left of the cash register, on a 8.5 by 11 inch standard piece of paper, in 96 size font, less than 3 feet from where the customer was standing to check out, and place his order. 

  The customer was reminded by the staff working that day that we recommend trying the disposables out prior to leaving the lounge, as no refunds, exchanges, or returns are offered if they leave before they try. The customer left, and returned about an hour later to state that he wanted a refund as the disposable was not working. Staff followed policy by stating posted policy, acknowledging it’s posted presence,  and politely reminding the customer that they were made aware of  this prior to their exit. Customer asked Staff to “...Just try it, you’ll see it doesn’t work.”  Staff asked if the customer would like for them to examine their disposable to see if it wasn’t turned on or properly charged possibly? As there has been times this has happened. Staff examined the disposable and agreed it was not working and placed it on a charging cable kept behind the counter in an effort to see if it was not properly charged. 

   

  The custom became visibly disgruntled when an exchange was not offered.  Staff then explained that the policy protects the lounge from fraudulent exchanges, as they cannot verify that the returning disposable is in fact the disposable that was bought from the lounge; that is why it is posted, and it is why he was reminded of this when he had to purchase it. The customer continued to escalate in nature and demanded to purchase an additional disposable. He opened it and tried it before leaving, and it was working perfectly fine. He then stormed loudly out the door;leaving the disposable they had entered the lounge the second time with,  charging behind the counter. The staff member working continued to hold the disposable at the register for the rest of the day until close (10 pm) and the customer never returned to pick it up.

   

   

  Thanks!

  ****** ******

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