A Massive Brick and Mortar Vent...

[Jenna]

I don't mean to downplay the lousy customer service here but why would you allow the attitude of a single, lone, renegade employee to discredit the entire vape chain? Were this the owner... you bet - by all means. If it happens every time - of course. But if it's just some dumbass who was there manning the register for your first visit there's an easy fix for that. You talk to the boss. And not via email... nor text nor a message on FaceBook. You pick up the phone and dial.

Just sayin'.

You know Kodiak, you're right. I cannot say that actions of one store should discredit the entire chain but I'll also be honest and say that unless it were an emergency, I wouldn't shop one of the other stores now because this incident has put a bad taste in my mouth overall. This lone "employee" (no idea if it was, or the owner) is still representing this store and the "brand" and I may just be overly sensitive, it may just be me being fiercely protective of my hubby, but I won't look at that logo without associating it with some jerk now. First impressions and all...

 

[Jenna]

I'll update here and say that someone who I can only assume would be the owner responded to my FB message very quickly, heard me out and then took quite a bit to respond again. When they did, they literally gave me an excuse and rambled as to why this person acted the way they did. They blamed it on a recent "bad shipment" of the product we were inquiring about. Again, this isn't how you conduct yourself professionally in my opinion. A simple "I'm so sorry you had a poor experience, Thank you for bringing it to my attention." would have hit the spot. I believe from the way they were talking that they were indeed the person my husband dealt with and that makes me think it was the owner. I didn't ask, I should have, but I was too at the excuse part. Ultimately they apologized, in a frantic, pathetic fashion with way too much punctuation and terrible grammar. I honestly felt as if I were talking to a teenager and another reason I believe it was the same person is due to the fact that everything was "I". "I had a bad shipment" etc. Not "We" or "I'll make sure to talk to that employee".
I really wanted to like them. If they'd responded to me professionally and sincerely, I might have considered a future browse of the store. You don't make excuses for bad behavior though. I get that we're human and people slip up, have a bad day, make mistakes, etc. But own it when you screw up.

 

[horton]

It's the attitude and ignorance of the market that irks me shown by both owners and employees. I had a similar experience at the local shop here. I really want to patronize them so I'll have a place to go but when I'm told that "AW batteries aren't sold anymore" or the full size Russian I was looking at was actually 91% it makes me real sad. There was also a big "tude" in terms of subohming being the only way to vape and big clouds were the yardstick to measure your vaping pleasure by. Most store owners understand they should not insult, berate, or force their own opinions on customers. Unfortunately there are the few who don't and they do more harm than all the good ones together.

 

[mare ze dotes]

I would not discredit the whole chain, but I would be very dubious. Other wise, I might try the place out again in several month to see if the problem was eradicated. Could of just been some du mass college kid.

 

[hazarada]

and kudos to your husband for not punching the guy out, i don't know if i could've been so restrained.

you would physically assault somebody for calling an item crap? oh americans you so weird.

 

[anumber1]

I have been to the few vape shops in my area (3 total, two a 60 mile round trip to get to).
I will go back to one.
Lousy service and full suggested retail price at the two farthest away.
Low selection, high prices but *GREAT* customer service at the closest one.

Good thing the internet has everything I want or need, cheaper.

 

[horton]

you would physically assault somebody for calling an item crap? oh americans you so weird.

Well maybe shouldn't assault for saying that, but you at least know where Americans stand on an issue.....

 

[Free6413]

There will be no need to complain or gripe. With customer service like that, it won't matter. They will run themselves out of business. Take your money somewhere else and tell everyone you meet, it should take less than three months for the word to get around. If the shop down the street is already getting business because of the same thing, they are well on their way out.

 

[horton]

There will be no need to complain or gripe. With customer service like that, it won't matter. They will run themselves out of business. Take your money somewhere else and tell everyone you meet, it should take less than three months for the word to get around. If the shop down the street is already getting business because of the same thing, they are well on their way out.

Excellent point, Free..... Any successful business is built upon excellent customer service. Especially in the instant gratification age -- news travels so quickly if a company gives lousy service it is the kiss of death or bankruptcy.

 

[Fir3b1rd]

It's a torn situation... Just because one employee is an idiot(keeping it clean) is no real reason to deny yourself convenience or access to a wider selection of hands on product. That said if upon complaint the owner/mgmt is dismissive or sugar coats something I can see totally denying them acess to your money. If however mgmt is apologetic and does attempt to remidy the situation. I would return to doing biz with them.
Why deny yourself the convenience factor or opportunity to try something before you buy it online

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[horton]

It's a torn situation... Just because one employee is an idiot(keeping it clean) is no real reason to deny yourself convenience or access to a wider selection of hands on product. That said if upon complaint the owner/mgmt is dismissive or sugar coats something I can see totally denying them acess to your money. If however mgmt is apologetic and does attempt to remidy the situation. I would return to doing biz with them.

A good common sense approach....no need to cut off your nose.......

 

[daviedog]

The way to fly is to go to the storefront, try & then buy online..
Pretty cool huh?..
Actually nasty but it's the only way to weed out this infestation of impolite entrepreneurs..

 

[Fir3b1rd]

The way to fly is to go to the storefront, try & then buy online..
Pretty cool huh?..
Actually nasty but it's the only way to weed out this infestation of impolite entrepreneurs..

I Agree that it's less than ethical but sometimes you gotta do what you gotta do. The B&M that I go to did advise me that I could save money by doing that to get my MVP. They were asking 80 at the store and en employee told me I could find it half the price online. My first thought was "why not lower the price to be competitive" but oh well. So online i went.- lol.
They did gain a loyal customer out of that for everything else though.
I should probably add that there are 5 B&M's that sell the juice and egos and 2 (that I know of) that carry mods in my area so there is a bit of competition when it comes to some of the items

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[KODIAK (TM)]

They were asking 80 at the store and en employee told me I could find it half the price online. My first thought was "why not lower the price to be competitive" but oh well. So online i went.- lol.

Surely you understand why the prices at a B&M are higher than an online seller?

And I vehemently disagree with using a B&M to merely "kick the tires" before going online to get the item for a few bucks cheaper. Don't get me wrong... I don't condone blatant price-gouging at these places but they generally serve a greater purpose than just giving you bottom dollar for the latest vaping gizmo.

 

[horton]

Ever go to a big furniture store before going to the mfgs to buy? Computers at BestBuy then go to NewEgg? All the same concept other than the big stores can absorb window shoppers a little better than a small vaping store. The smalls are stuck with the problem of not being able to buy in enough quantity to get the lower prices plus they have a boatload of other overhead the online retailers don't have.
It is unfair, but that's life in retailing... it's competitive as can be.

 

[Caffeine7]

I don't know where you are in ohio but there's some really good shops in the Akron/canton area if that's close to you.

 

[Fir3b1rd]

Surely you understand why the prices at a B&M are higher than an online seller?

And I vehemently disagree with using a B&M to merely "kick the tires" before going online to get the item for a few bucks cheaper. Don't get me wrong... I don't condone blatant price-gouging at these places but they generally serve a greater purpose than just giving you bottom dollar for the latest vaping gizmo.

I understand what you're saying I guess I was just to excited about getting something for 40 dollars rather than 80.
Not to mention I was still a noob and wasn't sure that I would stick with vaping so I guess I'm a bad guy for saving half the money on what was at the time still an experiment... Oh well had their employee not said anything I never would have thought to look online- oops


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[horton]

I understand what you're saying I guess I was just to excited about getting something for 40 dollars rather than 80.
Not to mention I was still a noob and wasn't sure that I would stick with vaping so I guess I'm a bad guy for saving half the money on what was at the time still an experiment... Oh well had their employee not said anything I never would have thought to look online- oops

I wouldn't lose too much sleep, TOny3.... I'd bet there are plenty of people who also want to save that 40 bucks too.

 

[Purplepeeps]

Maybe they didn't want to be bothered with your tank because you didn't buy from them? Some b+m's are funny about only helping loyal fans

The owner should have bent over backwards to make you feel better about the situation: Offered to help/fix your tank, maybe some free juice or coupons. A great owner will do anything to keep you happy and coming back.

 

[Fir3b1rd]

Agreed, they would do anything I don't go to the B&Ms often, getting into both can be difficult because none of them are ADA(wheelchair friendly) but I do go once in a while when in a pinch for something. There is one that has a website and I order juice from them
Once a week so they do know who I am. In any event I went in to stockup on backup hardware and juice before a weeklong hospital stay and they have me almost 50 dollars in atomizers and juice just for being a loyal customer.
But a good B&M just seems to be that way. They almost become friends. (At least in my experience)
- i won't lose any sleep. That 40 bucks went right back to the B&M when it came in and I wasted a new tank, juice and back up atomizers. I think that was the point of there advice. It's just good salesmanship to me. (They'll save me money on one thing knowing I'll always go back to them for everything else, cause I'm loyal) granted some juices they don't carry so I'll go elsewhere but they Are always my first stop or phone call to see if they can make it)


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