ComplaintsforThick Ass Glass, LLC

• Initial Complaint

  08/31/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Each transaction was a fair amount I would say what I am owed now at this point because my bowl was never even made and it's been past 4 months. I would like my money back for every order that was made to order because they clearly haven't even started that other order after all this time I think there is I believe two orders that haven't even been started or made yet. Could be more that they didn't do for me I cannot remember I would have to look on my end but so far I see two that stand out. Order #******, Order #****** on all orders that are made to order I would like the money back for the item, shipping, shipping insurance, and the insurance for the item that never got made as I bought insurance on all my pieces. Also, my first bong I bought from them is getting worse and having more issues and they refuse to ever replace it and until the whole bong is shattered or something which I think isn't fair because I paid for insurance I feel like I should have a say of when it gets replaced. The bong I know they give discounts on defects and whatnot but the bong got worse as a result of the defects it came with so I would like my bong replaced or the remainder of the money back from that bong. Either that or a new bong to replace it. #****** is the bongs order. I know they tried to help me on it. But it got worse and they won't do anything until there's furthermore damaged which if I say it's having issues that's why I paid for insurance so I could be happy I can't use it when I want to feels like. My biggest issue with them is this lack of communication is unacceptable when I'm unhappy and my money hangs in the balance I'm a flexible person.

  Business response

  09/07/2022

  This entire issue could have been handled privately. But the customer wants us to replace an item that was knowingly purchased as defective.
  
  We sell 2nd Quality items. Which have this description
  
  From our FAQ (****************************************
  
  What Are 2nd Quality Items?
  Imperfections on 2nd quality items are all different, which can include: scratches, chips, black marks, white marks, red marks, and other general visual imperfections.
  
  Can I Replace Broken 2nd Quality Items?
  NOT REPLACEABLE - If your 2nd quality item breaks due to any reason we can not cover it for replacement, this is part of the discounted price. They are inferior and may be more prone to a break!
  
  What Do 2nd Quality Items Look Like?
  Most 2nd quality items appear to be 1st quality at first glance. Some can have more serious imperfections than others. Not knowing the exact defect is part of the discount.
  
  Are 2nd Quality Items Made Differently From 1st Quality Pieces?
  2nd quality items are made exactly the same as 1st quality pieces but have visual imperfections like scratches or black markings. May also be less durable than 1st Quality.
  

  Order#: ****** -- $58.71

  MTO 4 Month lead time --- *********************** + Warranty  --- item is about 3 weeks until ready to ship. Item has been made
  SL-110T-1575C-LE.03.1 (2nd Quality) --- customer already received and accepted item
  
  Order#: ****** -- $63.50
  ************************* + Warranty  ---- item is not ready yet
  
  Order#: ****** -- Item value in question was $129.50 but we refunded $25.90 for the 2nd Quality defect discovered on the item. To qualify for warranty replacement the item must be broken, dysfunctional (see warranty policy ************************************************************)
  Refund SKU 1    1    ***********************
  Refund SKU Total        $129.50 (30.00% OFF $184.99)
  20% Refund?    20%    $25.90

  Or if referencing the slide form this order, the pictures provided for warranty replacement did not show a broken product. Maybe if the customer can provide more clear pictures of the broken item we could replace under the warranty. To be clear, the warranty requires the item be physically broken to the point of dysfunction. The customer could even purposefully break the item to provide confirmation broken pictures to obtain an replacement under the warranty.
  
  
  Note we informed the customer that the slide purchased was a 2nd Quality and can have defects. We also offered to exchange for a 1st quality version but the customer said it was OK and accepted the slide. Typically once an item is used the customer has accepted to keep it. But we offered to help anyway. 
  
  First. The customer could contact us about the late MTOs to request a refund and we will do so immediately. We explained that the red color for the slide would be delayed longer than the 4 month period due to our inability to obtain red color glass rods, we let her know that a timeline was unknown since the raw materials supplier had supply issues. And suggested a refund due to the stated unknown timeline. 
  
  For the item referenced with a defect. It was already partially refunded for the defect. 
  
  
  *******, what can we do to make this right. 
  We can issue a new replacement clear female slide from order#: ******
  + your MTO from that order will be ready to ship within ~3 weeks or so. It has been made and I have pictures for you
  
  Of course, if you wanted to cancel the outstanding MTOs, we can do that and issue a refund.
  
  Your options
  keep MTOs live, receive free replacement slide from order#: ******
  keep MTO live that will be ready to ship within 1 month (***********************) --- cancel MTO from Order#: ****** + receive free replacement slide from order#: ******
  Cancel all MTOs + receive free replacement slide from order#: ******
  
  The warrantied item under order#: ****** does not meet the definition for a replacement. Once the item breaks beyond to the point of dysfunction, please email us with pictures and we can replace ASAP

  BB does not allow enough documents to be shared. Please use this link to see reference documents to aid the statements above

  ********************************************************************

  Customer response

  09/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  This is what was sent on BBB. 

  That being said, I'm keeping all my mto orders as is. I wasn't complaining about the bowl. If you wanna replace it cool. Also what deals can you get me on a bong with your red letters easy to clean? No percs or anything.

  Maybe beaker not sure?
  Regards,
  
  *************************

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