Customer wanting to exchange vape liquid

[ineedadollar]

I own a vape shop and a customer came in the other day and bought some liquid. He came back the day after saying he wants to exchange 2 of the bottles as he finds them not to his liking, However I told him we cannot do this and tried to explain why. He then threatened to go to facebook etc but honestly if he does that then it would be some good publicity for me as it shows we are not willing to comprise our other customers safety. But I got a email today with a video attached from inside my store of him trying to record me saying this.


"As a customer and a consumer, I know my rights. I want an exchange as I was misled by your salesperson and therefore, I am an unsatisfied and not so happy customer. I had products in their original packaging, that could simply be exchanged. however, your salesperson refuses to do so. this is unreasonable as it is in its original packaging. "

Now I'm 99% sure legally I'm right to refuse exchange however I'm not too good with words so need to send a email back explaining this. Also the accusation that he was misled is the biggest load of horse crap going and I'm happy to fight this one out of principle on the fact he came in and recorded me

 

[Mark T Jones]

Arse
refund
Up
stick

 

[intheTRADE]

Why can't you just exchange the 2 unopened bottles and save this carry on?

 

[ineedadollar]

Why can't you just exchange the 2 unopened bottles and save this carry on?

Can't resell as the nicotine in the liquid can easily get ruined by sitting in the sun for an hour.

 

[intheTRADE]

Have they been sitting in the sun?

How much each are they? I pay £2 for mine. Just refund and don't take his business again. Your time will be better spent working on your business rather than dealing with someone like this over the sake of a fiver

 

[MOIC]

Return his money and move on.

You'll feel better the next day.

 

[fisicx]

He came back the day after saying he wants to exchange 2 of the bottles as he finds them not to his liking

Which suggests the bottles had been opened. Otherwise how does he know he doesn't like them?

 

[ineedadollar]

Have they been sitting in the sun?

How much each are they? I pay £2 for mine. Just refund and don't take his business again. Your time will be better spent working on your business rather than dealing with someone like this over the sake of a fiver

That's the thing I don't know how they been stored, so wont be able to resell, We have quite a relaxed policy when it comes to returns and usually would just take the hit. but he was a ass when he first came in and got me in a bad mood + the fact he's trying to bully us + the recording. Honestly I'm at a point where I don't like giving into these kind of people.

Which suggests the bottles had been opened. Otherwise how does he know he doesn't like them?

He bought 3 of the same flavour and wanted to exchange 2

 

[Mark T Jones]

In reality @intheTRADE and @MyOfficeInChina are probably right, but like you, I immediately don't trust anyone who says 'I know my rights'

 

[japancool]

His rights are that he is not entitled to return the goods just because he didn't like them.

Unless your shop has a stated returns policy that says otherwise.

 

[ineedadollar]

In reality @intheTRADE and @MyOfficeInChina are probably right, but like you, I immediately don't trust anyone who says 'I know my rights'

Yh I know with most customers I would have been able to explain why I cant exchange and most would have been fine with that. But then I would have changed it anyway and just thrown them in the bin or used them myself. Just to keep the customers happy. But he was a ass from the first moment he came in so I decided I know my rights and to be a ass back.

 

[Elliott Coleman]

Now I'm 99% sure legally I'm right to refuse exchange however I'm not too good with words so need to send a email back explaining this. Also the accusation that he was misled is the biggest load of horse crap going and I'm happy to fight this one out of principle on the fact he came in and recorded me

Why bother replying to the email? Just delete it

 

[WaveJumper]

Have know idea about vaping, price etc but if as suggested above for the sake of a couple of quid you are now giving yourself a load of stress.

If these products due to there nature can not be exchanged du you have signs up or explain this to customer when they purchase.

 

[MBE2017]

This happened six odd weeks ago, I would hope the OP has this sorted by now.