What Should I Do?

[lyingsideways]

So, I am in the middle of getting what I consider to be terrible customer service for an ill-described discounted item from Saharasmoke.com, and I'd like to share and possibly get input. I'm going to copy our emails back and forth below. Basically the situation is that I ordered a discounted vase, which in the description states that it is functional and usable but may have a slight wobble or crack. The vase that I received has a malformed opening and I cannot fit any stem into it, therefore my claim is that it is not functional despite its imperfections, since I cannot use it due to the imperfection. The company is basically saying "oh well" and offering me a grommet that will "make it fit" although this will not work, since the stem does not fit into the malformed vase opening by itself. A grommet would only make the stem wider, no?

Sorry if this ends up being a bit long winded. I'm just not sure where to go from here. These are our emails back and forth:

I received this order today but have a bit of a problem with it. The vase that I was sent has a malformed opening and therefore is not functional as promised. The shape of the vase opening seems to be conical in that my stem fits through the top opening, but then will not fit all the way down into the vase, as the opening in the vase seems to narrow about halfway down. I understand that this was a clearance item, but it was guaranteed to be functional and is not. For this reason, I need to return the product. Also, I was sent three medium stem grommets instead of one medium and one large. Please let me know what can be done to rectify this situation. Thank you.



- Bryan

Dear Bryan,

The vase is fully functional and can be used to smoke with. The description notifies you that the piece has imperfections and that the vase in nonreturnable. Although, I can fix the grommet problem for you and ship you a large clear grommet. If you have any questions or concerns feel free to contact me at this email or at 1-866-208-1339.

Best Regards,

Dee Boyer
Customer Service

Here's some news for you: if I cannot fit a stem into the vase because the vase opening is of an irregular shape than it is NOT functional.

- Bryan

Dear Bryan,

The point of the discounted section is that the pieces in clearance department aren't perfect. It states in every description that the vases have imperfections whether its the hole is to large, it wobbles, it has cracks, and etc. None of the vases in the section state that the vase is "perfect." The vase is nonrefundable and that is the reason for the nonrefundable policy. The only thing that I can do is to send you grommets to help solve the situation to help the vase fit.

Best Regards,

Dee Boyer
Customer Service

Also, grommets to “help the vase fit” will not by any means solve the problem because the stem, which is made to fit a 1.75" vase opening does not fit all the way down into the vase (advertised at 1.75”). It fits halfway in, and then gets stuck because the hole is MALFORMED, which severely impairs the functionality.



Here’s the description of this clearance item from your site:

These vases are suitable for use but did not pass inspection to be sold at full retail value. Offered at a discount price this assortment of fully-functional, nonrefundable vases are an easy alternative for the more economic buyer! Minor imperfections, such as a slight crack or wobble, do not hinder their usability!



This is an imperfection that HINDERS USABILITY and renders the vase UNSUITABLE FOR USE. A crack or wobble would have been fine, but a vase that I cannot use is just that, useless. Your company should fix this problem. I was promised that something might not be perfect but would be FUNCTIONAL and this vase certainly is not.

- Bryan

Edited August 2, 2007 by lyingsideways

[boomhauer]

measure the width of the base opening and the width of your stem where it connects and show that to them. also a phone call works more than a e-mail if you have the time to call them.

[Victim026]

Sahara smoke has been fairly accomadating in my previous experiences. Although with this one I will say you bought a piece knowing it was defective, and for all you know that base works fine with a different stem. So basically you took a risk and didnt win, shouldnt complain about that.....

[lyingsideways]

Victim-

The opening on the vase is not 1.75" as it should be. It is just at the top opening, then narrows quickly. Therefore a stem with this diameter would not fit it, rendering it to be useless concerning its advertised function (accomodation of a stem of this size).

[Big Boss]

Sahara smoke has been fairly accomadating in my previous experiences. Although with this one I will say you bought a piece knowing it was defective, and for all you know that base works fine with a different stem. So basically you took a risk and didnt win, shouldnt complain about that.....

Yeah, I'd agree. The reason the vase was discounted is because they wanted to get rid of it.

[lyingsideways]

Shouldn't the bottom line be that I purchased a piece that was advertised as cosmetically imperfect but still functional, and received a piece that is not at all functional?

[lyingsideways]

How many ways can I say this, it's a functional piece just not with your specific stem.....not every base is gonna fit every stem.... It's a risk you take....

It is the right size, but the opening is malformed. I have seven hookahs, and not a single stem will fit more than halfway down into this opening. THUS RENDERING THE VASE UNUSABLE. Perhaps I shouldn't have written anything here. Please, no further replies to this. I don't need to argue with anyone else like I am with the company. What was advertised to me was an imperfect but functional piece. There is NO stem that will fit this vase due to the shape of the opening. Therefore it is not functional. I don't see why this is so hard to understand.

[Dunkel!]

If all else fails put some water in the vase, add some flowers and give it to your girlfriend or Mom. It might not be what you intended it to be used for , but at least then it would be functional.

[Big Boss]

If all else fails put some water in the vase, add some flowers and give it to your girlfriend or Mom. It might not be what you intended it to be used for , but at least then it would be functional.

Thats what I do to "hide" my base when I'm at school. I put some fake flowers in it and put the base by the window, and to make it look more manly I put black roses in there.

[symptom CY]

Even if it's a discounted item, that's pretty messed up. The defects are usually supposed to be cosmetic -- if they affect the functionality of the piece, it shouldn't be sold at all. How could they advertise it as functional if the defect so greatly affects its functionality? Sounds like they're just trying to get money for their garbage... Edited August 2, 2007 by symptom CY

[clickhea]

why dont u take some pics of it and how it sits in the base Edited August 2, 2007 by clickhea

[spoolinspoon]

Call them and talk to them in person

[Sonthert]

I believe the legal terminology for this is merchantability of goods. If I sell you a hookah vase, it must function as a hookah vase. I can't sell you, say a plastic soda cup or an old shoe and call it a vase. They basically are selling the stuff for a discount that guys like Hookah Company, Social Smoke and Hookah-Shisha throw away or give away.



If it doesn't pass inspection...why would anybody want to buy it? A misshapen jar is uncorrectable. If you need an "expert" testimony, I'll provide you with an affidavit. They are going to be uninterested in refunding your money because they don't want to pay shipping back. The most likely resolution is they will offer you a refund and you keep it. They really don't want to do that, either. Personally, I always pay for cherry picking privileges so my customers get only top quality stuff. So, from a given shipment, there's going to be 5-10% rejects, if you can foist the rejects off on people, some people will. As cherry pickers pay slight premiums (like me), the quality of the remaining stock goes down and down until the last ugly 5-10% is left. Big guys sell this to real schlocky operators who will salt this shit in with good merchandise and sell it as all first quality. There was that one guy, used to come around here, annoy customers and users, got banned a couple of times...anybody remember that guy? I think the consensus was he was selling salted firsts.

Tell them you want a refund and return shipping. Don't let them get away with making you eat the shipping back. If they let you keep it, that's cool. Remember, standard policy in these matters is that stuff would be junk anyways and in the trash pile...I've seen Hookah Company's trash piles, they have separate 44 gallon garbage cans for shanks, hoses, jars, they empty them periodically, but sometimes I go through the hose one and see what can be repaired easily and take it for nothing. The point is, before I digress again, they should be willing to give you a refund, they should have just thrown it away anyways. If they give you shit, tell them that its against the law to sell something with a specified usage that the item could clearly not perform and you are willing to take them to small claims court. Pull out the legal stuff after you've called them a couple of times and they won't give you any satisfaction. After their response, I think getting penny one out of them is going to be impossible. I've heard their a good company to do business with, so they should give you a refund...well I guess we'll all see...

Personally, I think selling rejects is awful, at any price. Throw them in the trash, where they belong.