ComplaintsforRetro Revolution

• Initial Complaint

  12/06/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I came in to buy shesha, which is tabaco for my hookah, and coals. I let the clerk know that I have a flat surface stove so he suggested this instant light coals. I confirmed which coals to get and he even handed me a torch lighter that would work to ignite the coals. Unfortunately the coals didn't work and we used the entire lighter on a single coal that barley even worked. I contacted the store the following day and asked me to come in which I did. The manager was very rude but admitted fault but said they wouldn't return my money. I let them know no one even checked my license to verify that I was of age to purchase but they said they don't have to card anyone that looks over 35. I asked them to guess my age the clerk said I looked 26, I am 29. I provided them all the items as well as a receipt, including the hookah bowl that showed the hookah barley was got touched. The manager called the owner twice and all they wanted to do was exchange the product because they didn't want me to shop elsewhere when I told them I wasn't going to go anywhere else I just wanted a refund. I let them know I would like to get this fixed or else I will contact you all to get this rectified, they said you all couldn't do anything so they won't issue me a refund even though both the manager and his employee admitted fault and even showed me what their employee was suppose to give me. They told me the owners would be contacting me on Monday but they asked the clerk to call me who isn't even the manager to let me know they still have my torch lighter and that they won't issue me a refund because all said are final but they initially said they wouldn't exchange it but now they want to exchange it even though I keep requesting a refund. They laughed in my face and wouldn't let me talk so I politely thanked them for the call and hung up.

  Business response

  02/18/2022

  Business Response /* (1000, 7, 2021/12/23) */ My name is Chris R. and I am the Store Manager at Retro Revolution's Dallas location at **** ********** Ave. in Dallas, Texas. Ms. ***** called about an issue she was having with hookah charcoals she purchased from us. I was confused by her description of the issue over the phone so I asked her if she could come into the store so I could assess the situation in person. At no point during our phone conversation did she ask for a refund. When she arrived and showed me the merchandise she purchased (hookah tobacco, hookah charcoals, and a refillable lighter) I could immediately see that the lighter she purchased would light her charcoals. Although we have signs posted in our store and our receipts clearly state "ALL SALES FINAL" I offered to exchange the lighter for one that would light the charcoals. She immediately became upset, demanding a full refund for her used tobacco, coals, and lighter. I phoned my supervisor and informed him of the situation and after discussing it I was authorized to offer Ms. ***** free hookah tobacco and free coals that would work better with her lighter plus she could keep her originally purchased items for her trouble. She stated that she would not accept our offer and would only accept a full refund. She then threatened to report us to the Better Business Bureau for not carding her when she made her original purchase. We informed her that we are not required, according to the State of Texas Laws, to I.D. anyone that looks over 30 years of age, which she met that qualification because she looked 30 yrs old. I called my supervisor again to inform them that Ms. ***** was unwilling to accept the free replacement merchandise, was demanding a refund, and also threatening us by saying "my uncle is a lawyer and he knows the laws." I was instructed to take her information down and inform her that someone would call her the following day. Upon leaving the store Ms. ***** took her originally purchased merchandise but left her refillable lighter at our store. The following day our Senior Sales Associate of 6 years that was helping Ms *****, who is also our IG manager, Brandon called Ms. ***** to let her know that unfortunately we would not be able to issue her a refund, but our offer still stood for free replacement merchandise and that she had left her lighter at our store. She told Brandon that she was not interested in coming back for the lighter and would be filing a complaint with the Better Business Bureau. We went out of our way to make everything right by replacing the coals and shisha (we even offered her a new lighter at one point), but Ms ***** was being unreasonable demanding we give her an $18 refund. We are a small family operated business and replacing the $18 in merchandise was the best we could do, unfortunately it wasn't good enough for Ms *****. Our offer still stands to replace the items or do an exchange for anything else in our store. Respectfully, Chris R. / Store Manager Consumer Response /* (3000, 10, 2021/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't accept their response because it was their error and they are not taking responsibility for it. I also handed them my bag with all the items I purchased, as per their suggestion, and when returned to me they said everything was in the bag. When they called days later they informed me that I forgot the lighter, how is that possible when the manager handed me the bag and said everything is in there. How was I supposed to forget anything when you had everything on the other side of the counter. They are very combative so when I was told I had forgotten the lighter I remarked that I didn't and he got loud so I decided to end the call. Why would I return to an establishment that laughs at me and is very argumentative, especially when I didn't forget anything, they did.

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