Anyone who gives me any help/clarification here has my biggest thanks. -So I have two minor complaints questions, but pleas don't take it the wrong way I love grasscity and my new gear. 1. My "Glass Waterpipe - Tar Catcher" came broken when I received my shipment. Now the 2 pieces of the tower are intact but the section containing the boil and pre-cooler was shattered and I cut myself opening it (since little shards were in everything) It was packed okay (lota of peanuts and bubble wrap, but it was to tight) so I don't blame you guys. I would only need to replace the one part and whatever kind of connector it uses. 2. On the description of the "Molino Glass Pre-Cooler - Clear" It says it is compatible with all Molino's products which is the only reason I purchased the "Molino mini bong". But they are not, nor do any of the mini's parts fit into each other - so I want to return this aswell (but I promise to get something more expensive instead) This brings me to my questions. 1) When the unsatisfactory items are shipped back could I have them shiped along with whatever I order to replace the mini? and would I have to pay for that shipping? 2) is shipping to the US normally 30$ when the order is more then 99$? because mine was... I had to make this threat because customer support... well doesn't exist as far as I know, it's been a month since my first submission, and after a month I wouldn't even be able to return anything so time is not my friend. Thank you grasscity for what I got, and thank you people who help me today.
Yes, there's customer support. You have to go here and either open a support request or send support an email with every bit of your info. Superjoint, the owner of the site, wants you to be happy so please open a support request or send them an email. I can't answer your questions because I don't have access to the Shop. I can guarantee that SJ will make the order right though. You send the request or email and I'll alert SJ to this thread. (He'll also tell you to contact support but letting him know about this thread will help.) Good luck!!!
Ive seen your name around a few times, giving good help, so it's nice to have a conversation with you. You misunderstood me though I have made (2) support request, one was a month ago and has never been answered, I was poking fun when I said there was none. My fear is that since its been a month with the first one, that it may take that long again, and as it says that after 1 month order can't be returned I had to make this thread. I am happy for the most part I don't really care how long it takes or anything as I have 5 pieces now just worried I'll get ripped, (since this is a WEBSIGHT) but GC has a reputation that is why I choose you over some of the cheaper places. O look forward to talking with SJ.
If you opened support requests then try the other route and send an email to support@grasscity.com and explain everything completely. Be very clear and concise with your information so that it's easily understood. Please make sure you include your order number and everything else in regards to the order. SJ is expecting something new to come through support from you regarding this. So, please, send the email with all of the info.
we have emailed you 4 days ago, with a request of photo's of the broken items, but did not get repsonce to that, please respond so we can take care if things. thnak you
Yes my computer was in the shop for 4 days and last night I did not feel like setting it up, so that is on me. I will provide the photos in the next e-mail I send, thanks SJ I'll also post the e-mail in this thread, so if there is any missing information please let me know.
Damn, I keep needing to retype things. So I have everything ready and will take picture tomarrow after work. I never got the email your reffered to, so would you like to to send it to the support account, or to you directly? Also, how would you like me to take the pictures, I had hoped I could simply dump everything onto a table, but I read something about keeping it in it's origonal packedging. I suppose I could do that but it is broken glass (a lot) and I don't want to cut myself (again). I was going to take an overhead, eye-lever, and a closeup, just let me know. PS: What about the Molino mini (huge disapointment) I really want to send it back so I can get something larger that is compatible with the pre-cooler.
Everything needs to be sent to Support. Support handles it all. Sending it to SJ is just an extra step and then he'll have to send it to support. Take the pictures necessary for them to see the problem and then also explain the Molino mini issue in the same email to support@grasscity.com.
So I was sent another molino mini and that was it. Now I did not even show pictures of the molino mini so there was no proof of its deficientcy. The pictures were of the broken "glass bong pre-cooler" Which is still broken and not replaced, nor has anyone from the support team responded to my e-mails. The new molino does not have all the same problems as the other, but I was kinda hoping for like a store credit deal from the whole deal. The whole point is that it does not work with the pre cooler I bought FOR IT, I can fix anytrhing els with duct tape. so now I have two minis and two broken peics of a three peice bong, super.