ComplaintsforBroadway Project, Inc

• Initial Complaint

  02/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/21/2024, I purchased a faulty cartridge from the dispensary that they refused to return or exchange due to lack of visible defects and then tried to ask me to prove that it was faulty by asking me to go outside and try to smoke from it. They also did not return my receipt after the failed return attempt.I am enraged with the lack professionalism and the fact that I was enticed to purchase this product while having doubts and advised Id be able to return it.

  Business response

  03/22/2024

  Hi There, 

  This was resolved on 3/12 shortly after we received our second notice here (we thought the first one was spam). First off, this customer never reached out to us directly either by emailing our info@ address posted on the website or submitting a "contact us" submission on our website or calling that store and asking to talk to a Manager or attempting to call other locations to talk to someone that wasn't just an base level sales associate, so we had zero opportunity to settle this with the customer before they came to the ********************.  The base level sales associate employee that did the exchange broke policy and did not follow our return SOP, which would have included them just doing the exchange for the customer. We have since done retraining at that store on the return SOP.  Attached are screen shots of internal email conversations on our staff addressing this, which ultimately led to us calling the customer several times to get in contact with them, and they ended up coming in and exchanging the product. 

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