SV
Susan V
1 reviews | Active since Feb 2015
15 Apr 2016, 18:38
REFUSE TO REPLACE BRAND NEW FAULTY TWISP SOLO
Shocking Service! How many times do you have to take a product back that is NOT WORKING before it can be replaced? I bought a Twisp almost a month ago. It was leaking liqued all over the place. I took it back to the shop. She refilled it and puffed it a few times, shook it around and then said it was fixed although it was still leaking when I tried to use it at home. I phoned to ask if it can be replaced and was told that I have to bring it in again as it is their policy that it has to be assessed before it can be replaced. I eventually phoned the head office to lodge a complaint. They had the same \asses*****t policy\" story and collected it to be \"assessed\". After a week, they sent it back to me. They admitted that they replaced the battery and that something was cracked which they also replaced. They did not send me a new device but the same one. IT WAS STILL LEAKING fluid with hardly any vapour. I spent hours on the phone with them and insisted that they should either replace it with a new device or give me my money back as promised on their website. They refuse to do it without yet another assessment. I paid for a brand new device. This broken one is not what I paid for ! "
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Replies (2)
Twisp The Smoking Alternative's replyOfficial
18 Apr 2016, 08:46Hello SusanCoetzee1,
Hi Susan
We have spoken with you personally regarding your device. We have already stated that we are more than willing to assist you, but the device must be assessed in order for us to move further.
We have offered to have a courier come to your residence to pick up the device, to which you have refused.
We are still willing to assist and if you would like this to happen, please contact the support team.
Hi Susan
We have spoken with you personally regarding your device. We have already stated that we are more than willing to assist you, but the device must be assessed in order for us to move further.
We have offered to have a courier come to your residence to pick up the device, to which you have refused.
We are still willing to assist and if you would like this to happen, please contact the support team.
Twisp The Smoking Alternative's reply18 Apr 2016, 08:46
Official
Hello SusanCoetzee1,
Hi Susan
We have spoken with you personally regarding your device. We have already stated that we are more than willing to assist you, but the device must be assessed in order for us to move further.
We have offered to have a courier come to your residence to pick up the device, to which you have refused.
We are still willing to assist and if you would like this to happen, please contact the support team.
Hi Susan
We have spoken with you personally regarding your device. We have already stated that we are more than willing to assist you, but the device must be assessed in order for us to move further.
We have offered to have a courier come to your residence to pick up the device, to which you have refused.
We are still willing to assist and if you would like this to happen, please contact the support team.
SV
Susan V's updateReviewer Update
03 May 2016, 14:53TWISP TWISTING THE FACTS. Please note THAT i NEVER refused to give the product back. Can you please inform the CEO or Marketing Director of Twisp about the dispute I have with Twisp Head Office South Africa. After numerous emails I still sit with a broken device that you refuse to replace or refund as stated in your policy. I never refused to give the Broken Twisp Solo back. I refused to let if be assessed for the THIRD TIME without your willingness to REPLACE or REFUND me for a product that was broken from the start and is still NOT WORKING.
The box was not sealed when I bought it. The device was not working from the first time I tried to use it. I returned the device to the Paarl Mall Shop within 10 days in the original packaging and parcel because it was leaking and not working. It was assessed by the shop, vigorously shaken, taken apart and reassembled and handed back to me as the shop in Paarl Mall refused to replace the device or refund me as stated in their policy.
It was still not working. I phoned the next day and was told that they refuse to replace or refund me and insisted that I bring it in for yet another ASSESSMENT.
I phoned the head office. They collected the device in the original packaging and parcel with the payment slip and the head office ASSESSED it again. This was the SECOND ASSESSMENT of the device. Head office told me that they replaced the battery and something that was cracked. It came back and I tried to use it again.
It was still not working and head office refused to replace it with a new device or refund me. I bought a new device and I insist on a new device and that the old device be REPLACED with a new device in a sealed box. One month and 17 emails later, Twisp Head Office still refuse to REPLACE or REFUND the broken device with a new device. As I do not have any guarantee that they will just send the old broken device back as in the past, I cannot hand over the device without a new replacement. I notified them that I am willing to take it to the nearest Twisp Shop to be replaced with a new device but they refuse. Their policy on their website clearly states that the device will be replaced or refunded if it is brought back within 10 days in the original packaging. I never used the device because it is leaking and heating up. I brought it back within 10 days. It was assessed TWICE and still not working and still they blatantly REFUSE to REPLACE the broken device or REFUND me. Please Replace or Refund me for this broken device as a matter of URGENCY and let the CEO of this very ***** company contact me directly.
SV
Susan V's update03 May 2016, 14:53
Reviewer Update
TWISP TWISTING THE FACTS. Please note THAT i NEVER refused to give the product back. Can you please inform the CEO or Marketing Director of Twisp about the dispute I have with Twisp Head Office South Africa. After numerous emails I still sit with a broken device that you refuse to replace or refund as stated in your policy. I never refused to give the Broken Twisp Solo back. I refused to let if be assessed for the THIRD TIME without your willingness to REPLACE or REFUND me for a product that was broken from the start and is still NOT WORKING.
The box was not sealed when I bought it. The device was not working from the first time I tried to use it. I returned the device to the Paarl Mall Shop within 10 days in the original packaging and parcel because it was leaking and not working. It was assessed by the shop, vigorously shaken, taken apart and reassembled and handed back to me as the shop in Paarl Mall refused to replace the device or refund me as stated in their policy.
It was still not working. I phoned the next day and was told that they refuse to replace or refund me and insisted that I bring it in for yet another ASSESSMENT.
I phoned the head office. They collected the device in the original packaging and parcel with the payment slip and the head office ASSESSED it again. This was the SECOND ASSESSMENT of the device. Head office told me that they replaced the battery and something that was cracked. It came back and I tried to use it again.
It was still not working and head office refused to replace it with a new device or refund me. I bought a new device and I insist on a new device and that the old device be REPLACED with a new device in a sealed box. One month and 17 emails later, Twisp Head Office still refuse to REPLACE or REFUND the broken device with a new device. As I do not have any guarantee that they will just send the old broken device back as in the past, I cannot hand over the device without a new replacement. I notified them that I am willing to take it to the nearest Twisp Shop to be replaced with a new device but they refuse. Their policy on their website clearly states that the device will be replaced or refunded if it is brought back within 10 days in the original packaging. I never used the device because it is leaking and heating up. I brought it back within 10 days. It was assessed TWICE and still not working and still they blatantly REFUSE to REPLACE the broken device or REFUND me. Please Replace or Refund me for this broken device as a matter of URGENCY and let the CEO of this very ***** company contact me directly.