One BAD Apple... I absolutely LOVED Electric Tobacconist, UNTIL my last experience. I've told all my family, friends & followers on each of my Social Media platforms, how GREAT the customer service was here. It's what actually has had me purchasing from them, instead of me supporting a local shop, with approx. $1 difference, on average (in favor of E.T.). Well, one bad Apple can spoil the whole bunch, however this review is solely based on this latest experience and is NOT a reflection of ANY past employee or customer service! So, I had previously opened a ticket about a faulty product. The person who handled that said, please try these things (I had already done most of them, but did revisit and do suggestions) and whatever persists, we will proceed with those. Previously, I'd just been asked what troubleshooting I tried (must of sufficed, as we proceeded) versus now being given a list and told to come back (didn't ask what I had tried). Although different than past approaches, I certainly wasn't dismissed or disrespected and didn't feel this was an unreasonable request, at all. More often than not, customer service is about how you treat a customer and not the details. She was SO nice, which made me extra agreeable. Then we have the opposite of all that...Louis. Super unreasonable, not hearing me out, clearly doesn't seem to care (ironic, since he's on the Customer CARE Team) and when we hit this wall in our communication, so early on, I requested to talk to a supervisor. He had responded to EVERY email sent with a question, eager to inform/reiterate me that E.T. will NOT take my items back, due to the 30 day return policy (reason, including faulty, had no bearing on leeway- according to him). This product has a reputation of failing, so I've had to do this a couple times and not once did anyone say a thing about the return policy applying to faulty items! I typically buy several, at a time, so how could I possibly know by using/charging each of so many batteries for short time and repeating it, in a random short time period (faulty is faulty!)? If at any time, one of the previous VERY helpful employees had said, well I will go ahead and do it this time, but in the future our 30 return policy does apply. NEVER a mention/question about this before. I TRIED to tell Louis about these experiences and his response was... just because we've done things one way in the past, doesn't mean I have to do it the same now...(paraphrased). Okay, so you pride yourself on inconsistent enforcement of policies and being as unhelpful to the customer, as possible? If I recall, what another employee said, the manufacturer reimburses them for them reimbursing me, because of being faulty. Louis acted like it was coming out of his personal paycheck and he seemed determined to make sure I wasn't going to get even a penny back, since I'd missed the return date. What I find the most egregious about all this is that, I was actually already proceeding with the return per previous direction from the employee handling my original ticket aandvyes and here is what to check to maybe narrow down how many if we could narrow down, the number of batteries I was returning. So, he actually under-minded a fellow employees decision, that hurt/not helped a customer...really? (that's what I wanted to discuss with a supervisor)! Lastly, just to clarify, I never request cash reimbursement (including this time) and ONLY wanted the faulty batteries replaced. So, I think I'm being reasonable and not demanding, in any way. It was clear the times, I spoke to Louis, that customer satisfaction was NOT a goal or even on the radar. It wasn't like, how can we make this work (like EVERY other interaction with employees has been), but instead, this approach was more like I'm going to create as many barriers, as possible, and I'm NOT helping you. You can feel the overall culture of a business you deal with (you know the vibe). Louis feels like a rotten sour Apple in a basket of freshly picked sweet Apples. LOL Employees like that, can infect the "good apples". As I write this, my request to speak to a supervisor is being ignored...not the respect, I've come to know E.T. to deliver and unfortunately, not something I'm willing to put up with for future orders (when he's gone, I'll be back though)! Now Travis- isn't allowed to leave, though...like, EVER! LOL Now he is the other end of the spectrum and has ALWAYS been AMAZING! He didn't always give me the answer I was hoping for, yet it's all in the delivery. He respectfully explains things and fully listens to customers. It could serve Louis well to take a page (or 2) out of Travis's "book". Thank you.