Wild Side Smoke Shop

We have a clearly posted no returns policy.  We encourage all customers to inspect all glass products at the time of purchase and all employees are required to inspect all glass upon arrival.  There is no way for us to verify that a product is faulty after it leaves the premise in normal...

condition.  If the product is in fact obviously defective because of a clear cut manufacturer's defect (i.e. a hole or internal crack) then we will always offer a resolution or exchange.  This is standard practice for this industry and these products.  I believe that we did in fact do that for this customer however it isn't as clear cut when the product in question has been used. This is much like someone buying a new car, getting into an accident as they leave the dealership and then blaming the manufacturer or dealership for a faulty vehicle.

Review: On May 13, 2013 I purchased a product from this establishment and upon returning home found part of the product cracked and damaged. I called Wild Side the next day and was immediately told over the phone that no returns would be accepted. At this point I was told that they would not help me and that "there was no way I would ever get my money back". When asking to speak to the owner or the clerk that sold me the product, I was told that "that information is private," and I was denied contact with the owner of the business. As soon as I mentioned a possible charge back due to fraud, the manager I called snapped. At this point, I was told that "they had video record of me buying the product" and that they would prosecute me if I attempted to charge back my card. I was then rudely hung up on, called back on a private number and told I would never get my money back yet again and again reminded I would be prosecuted if I attempted to get my scammed money back.Desired Settlement: All products together came to $384.29. refund for return of defective product requested.

Consumer

Response:

Review: 9543142

I am rejecting this response because: The item was not cracked in the store as the business responded saying it was, but was scratched. It was referred to as a "sliver" and I was assured it would not spread or cause any further damage, and that it was purely cosmetic. It did crack as soon as I got home, which was extremely misleading. This is why I am requesting my money back, not because of the "no refund sign", but because a dead on arrival item justifies a refund and misleading customers into purchasing damaged goods is a dishonorable business practice at best, and not something that a better business should do.