Reply from SeacretJan 2, 2018
Dear Toby,
Thank you for taking the time to share your thoughts with us. We take customer satisfaction very seriously and strive to improve all aspects to make shopping with us fun and easy. Customer feedback is key in achieving this goal and continuing our high level of customer service for you.
First, unfortunately most of our retailers are independent resellers, and so, we have little control over their policies, staffing, and customer advises. However, we will be sure to take your thoughts into consideration, and we'll make sure they are passed directly to the store manager. The staff will be warned not to advise customers on flight regulations again.
Secondly, in order for us to contact the store and explain the situation with your duplicate transactions, can you please send us (to the email below) a picture of the receipt and a bank/credit card statement that shows the three transactions?
Finally, regarding the prices of our products, most retail locations selling our brand are owned and operated by independent local businesses. Such businesses have their own price list and retail policies. Normally, a retailer will not be in a position to match online prices offered by us the manufacturer - the overhead differences are too high for them. The retailers are doing their best to accommodate their customers by demonstrating the products and giving out samples - this involves high expenses for them compared to selling online.
I assure you that we will write a formal complaint to the owner of the shop so that they may be well informed of the behavior of his employees.
If you have any further questions or concerns never hesitate to contact us and a representative will be happy to assist you.
[email protected]