Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  10/18/2023.
  12:08PM
  -Went into to purchase a vape, I purchased a Mr.fog Bar magic cotton grape ice for $31.99 and after tax paid $32.08. Guy at the counter tells me to check vape before leaving to make sure it’s not a faulty vape. I go out to the car hit the vape and it’s a faulty vape. Go back inside and he tells me he cannot exchange it even tho he told me 2 mins before hand that he will exchange it. He then tells me to come back tomorrow (10/19/23) and he will exchange the vape if nothing changes. He begins to yell at me that I don’t understand what he’s saying and to give it time and come back tomorrow if the problem doesn’t change.
  -I call after my shift is over to let him know the vape is still having problems and that it longer hits. And he yells at me through the phone that he cannot exchange it and he told me to come back in an hour. I mentioned on the phone that I had work and he told me I can come back the next day and he proceeded to hang up on me 3 times.
  -I have been going to this place for months and he has exchanged the broken vape plenty times before but for some reason today he was very rude and yelling at me that he just won’t do it even tho he told me he will.
  -he sells to minors.
  -he sells false vapes.
  -my vape then continuously hit and got extremely hot and started to smoke then I pulled over to discard the vape before it exploded.
  -he also refused to give me my receipt.

  Business Response

  Date: 10/22/2023

  This customer (she) bought a disposable vape for $29.90
  ($31.99 after adding sales tax). All store employees encourage customers to
  check the product prior to departing. She purchased the item and left the store.
  At the completion of sale, a receipt was also placed on the counter which was
  never picked up by her which resulted in employee discarding it after her
  departure. She came back after a few minutes and mentioned to the employee that
  the vape was making a sizzling sound and it was faulty. This resulted in employee
  asking her to take a puff or two so that it can be determined if the item was
  faulty or not. She took several hits from it. No sizzling sound was being
  produced from it and the product was working as expected. After observing that,
  employee advised her that there was nothing wrong with the product. It is very
  likely that she did not like the flavor and wanted to switch for a different
  flavor. Store policy is that we don’t exchange or return products based on
  flavor likeness, only if the product is not working which did not happen in this
  case. Flavor tastes are subjective rather than objective. After employee
  advised her that product is working as expected, she became increasingly frustrated
  and left the store.

  
  Shortly afterwards, a man came inside the store who must be related
  to this young lady. He threw the product on the counter and demanded that the employee
  exchange it immediately. The employee politely asked the man to pick up the
  item and try it himself inside the store. Upon trying the item, no fault was
  discovered. There was no sizzling sound being produced out of it. Upon hearing
  the same thing from the employee, this man became verbally abusive and started threatening
  physical harm towards the employee. Our store takes safety of all employees very
  seriously and if a customer demonstrates this kind of behavior employees are
  advised to no longer engage in any conversation, and call law enforcement if
  necessary. After a few minutes of this tirade, this guy decided to leave the
  store and he kicked the door extremely hard. This could have easily resulted in
  shattering the glass but somehow the glass did not break. This entire
  interaction has been recorded and saved on the video.

  
  After leaving the lot, both of them called the store several
  times and kept verbally abusing & threatening the employee. The employee no
  longer engaged in any conversation with them and decided to simply hang up the
  phone. The accusations being made in this report by this customer and her friend
  are false. As a private business, the store has the right to deny business to
  unruly and rude customers. It is the store’s final decision that employees will
  no longer serve any of them. If they decide to show up at this property again,
  they will be asked to leave and if they don’t, law enforcement will be called
  immediately to escort them off the property. It is sad to say that this was a
  very unfortunate incident where a customer and her friend demonstrated despicable
  behavior towards an employee who was simply doing his job. Interaction from
  their side lacked decency, mannerisms, and humanity.
  
  Store Management

  Customer Answer

  Date: 10/23/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
    I would like camera footage to be viewed as the sizzling sound was there and he smashed my vape on the counter and said it went away. I asked to exchange same flavor as they have done many times before. He is false for his whole reply as I have a receipt from my bank account stating I payed 38.02 total for the vape after tax. On the window in the store it states 31.999 BEFORE TAX. I would like a refund and would also like this gentleman terminated for his failure to please a customer that has been going there for months. Please review footage and you will see the vape was sizzling and faulty. As it proceeded to blow up an hour later in my hand. 
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ******** *****

  Business Response

  Date: 10/25/2023

  On the window, display states price as $31.99
  including tax as opposed to mentioned in the complaint "$31.99 before
  tax". Camera footage is not a tool which can confirm or not confirm a
  sound being produced out of a product. The employee did not smash her vape
  against anything. For security reasons, we do not share footage outside the
  organization. The copy of the
  receipt from October 18th around 12:05 PM for card ending in 6396 shows the item listed for $29.90 + sales tax. Total of the receipt is
  $31.99. We attempted to attach the receipt but due to the size of attachment, website is not allowing me to upload it. This customer has stated two different prices in this report. Initially,
  she mentioned that the price was $32.08 and then after checking her bank
  statement it was changed to $38.02. Both prices are incorrect. If she’s truly
  noticing a different price being charged on her card other than $31.99 then she
  needs to contact her bank. This customer continues to make false accusations against us. 

  Customer Answer

  Date: 10/25/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Why am I receiving the same reply?? Please pull camera footage and refund the $38.02 to my account. I don’t mind being banned as he sold faulty vapes and screamed in my face being disrespectful. I want this to be resolved with a refund or termination and I’m still being ignored when I ask for camera footage and proof that the vape is in fact 31.99 and he’s just lying so he doesn’t have to refund me my money. He scammed me majorly number of times. 
  
  *** ****** ** ** ******** **** ****** ** * ****** ** ***** **** ** **** **** **** ** *** ********
  
  
  
  Regards,
  
  
  
  ******** *****