Quote:
Originally Posted by Anyong Bluth
That's some bullshit. It costs them pennies to replace vs losing a repeat loyal customer.
Some really stupid business sense.
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The customer service rep went down to the store immediately and I received amazing service after the fact, but I gave the managers on site quite a bit of leniency to remedy the situation, as they should have. I hold no ill-will. I got my point across.
The thing that bothered me the most was the effort to take the bottle behind the closed door then come out in front of my fiance, taste it, and tell her she is full of shit, essentially.
Here was my email:
Department Customer Support
Message
Hi,
My girlfriend came into the store on Wednesday to pick up an order of juice. She ordered 100ml of Super Green. That is our everyday vape, and has been for almost a year. She came home and I filled up my tank. My tank, obviously, was filled with Super Green. The first few pulls were fine, but as my wicks became saturated with the new juice I could taste a bakery flavor.
My best friend, also a Vaper's Knoll customer, is an avid STP user, and all I can say is the breading flavor used in that, seemed to have appeared in our new bottle of Super Green. We are completely aware that accidents happen, so we decided to take it back, since we're not fond of that flavoring. It is also a quite powerful, unmistakeable flavor.
My girlfriend came back in the store to exchange the bottle yesterday. Upon mentioning the mix up the person she spoke with went into the back, and got what I assume is a manager. In front of my girlfriend, he globbed the juice on his finger, tasted it, and told her it tasted like Super Green to him. Why this occurred is beyond me, but the impression my girlfriend got from that interaction was this manager had the audacity to tell her she was wrong in her assumption that the flavoring was off. I really see no point in tasting the flavor in front of my girlfriend, other than to dispute our discrepancy. I've never had issues like this arise when flavors have been off before, and have been told that if it were to ever occur, to bring it in for an exchange, no problem.
It required my girlfriend to defend what her and I both tasted as being off, since as I mentioned, we have been vaping this, and just about only this for close to a year. Reluctantly, this gentleman took the bottle to the back and came back out with a "new" one. I quoted new because, while slightly less noticeable than it was before, that flavor is still slightly there. I cleaned my tank, changed my coil, and have filled it up twice hoping that flavor would run its course, but there it is still. The only assumption I can make is he dumped out some of the juice from the first bottle and refilled it with Super Green diluting that breading flavor.
This is unacceptable Customer Service in my opinion. I live in ***********, and having to hike there for a third time is extraordinarily inconvenient considering we gave your shop the chance to correct this issue. I am not certain how this is taking care of a long term customer, but I felt this needed to be addressed. I will be coming in the store today to get a new bottle, yet again. If the flavor profile of Super Green has been changed, please let me know so I can begin my hunt for a new everyday vape. Please correct this issue.
Thanks,
***********
Here is his response:
Zach Zeuch (The Vaper's Knoll)
Feb 12, 11:08 AM
Hi *************,
Thank you for taking the time to reach out to us about this issue. I am very sorry to hear that you received a bottle of juice from us that does not taste right. And I also apologize sincerely for the way the situation was handled when you brought the bottle back in to our retail location. At The Vaper's Knoll we completely stand by all of the juice that we make and customer satisfaction is always our top priority so there is no reason that you should have been given any issues or questioning when bringing your juice back for an exchange.
Please feel free to bring the bottle back at your earliest convenience and we will make you a fresh bottle on the spot. I can assure you that the recipe for Super Green has not been changed since it was released so if your new replacement bottle still tastes off after you receive it that may mean that our batch of Super Green concentrate was made incorrectly and will need to be assessed. At any rate, we will certainly work with you to get this issue resolved as quick and easy as possible.
I will also personally go over to our retail location and have a word with the staff. There are a fair amount of new managers and employees and I want to make sure they fully understand both our return/exchange policy, as well as how to help customers with any issues they have in a respectful manner.
Again, we are very sorry for any inconvenience that this has caused.
If you have any other questions or concerns please do not hesitate to let me know!
Zach Zeuch