ComplaintsforSticky's Smoke Shop

• Initial Complaint

  10/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  October 8th, 2023 yesterday $39.42 spent Electronic cigarette defective Blunt wraps dried up and crumbled Bought these items that were totally defective. Went right back into store but they refused to do anything. No, company did not try to resolve issue. This was not a return, it’s defective products sold by sticky’s in Rita ranch Tucson Would like my money back in full!

  Business response

  11/01/2023

  The Store Manager sold products to customer on 7th of October at 2:00pm. Store policy is to try all disposable electronic cigarettes in store before leaving and all tobacco products are final sales with no returns. There are signs posted at the register, throughout the store on signs and on the receipts. The customer did try the disposable electronic cigarette device in the store, it was working properly and was not burnt at all. We have a security video showing this. The customer returned at 3:08 pm trying to return the disposable electronic cigarette. The store manager was gone for the day when the customer returned to the store and hour later. One of our employees informed the customer that when he purchased the device it was working properly and all sales are final when it comes to electronic cigarettes and tobacco products. The customer left the device and one of the employees tested it out. The device was not burnt and worked completely fine. There is a video clip of the employee testing it out as well. In the security video the customer only brought in the electronic cigarette and did not bring in the tobacco wraps. The customer called a few days later complaining about the tobacco wraps. That is when the Store Manager purchased all 9 of the same exact wraps from their purchase, to double check to see if the wraps were dried out, crunchy or defective. When opening all of these wraps, none of these tobacco wraps were dried, crunchy or defective out at all.  All of our tobacco wraps, cigars, cigarillos and loose tobacco are in our humidor to prevent product from drying out. The customer never returned to the store to return or exchange the tobacco wraps at all. When it comes to tobacco products we cannot return once the customer leaves the store. We always double check our products before a purchase. If a customer was to leave tobacco wraps, electronic cigarettes or other tobacco products in their vehicle it can cause them to overheat, dry out or become defective. That day the weather was 93 degrees at 2:00pm in Tucson. This can cause any device or tobacco product to dry out or become defective with the heat. Our product was completely fine when the customer purchased their product.  I was unable to attach the security video to show the purchase, customer testing the device, and when the customer returned with just the device and no tobacco wraps with him. I also was not able to attach the video of our employee's testing the device after he left it in our store and it was working properly and was not burnt to them at all. 

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