I've been a patron to Aces High for many years. I have spent what I consider to be a pretty significant amount of money at this shop. I have largely been happy with my experiences there and referred many friends and even some family members to the business over the years.
I was there recently to replace a broken downstem for our favorite piece, originally purchased at Aces High. We spoke with the owner, described the piece (and pointed out a matching piece on the shelf), and after searching around for a fitting stem, grabbed what was noted to us as being "the last one" because it is such a popular size. We used the matching piece from the wall as an example to fit the new stem. My SO pointed out that the stem looked a bit long, but we were assured that this was the right fit. We grabbed another bowl piece as well, and $40 later we walked out. Now, I am not sure how much out of that $40 was for the bogus stem, the keepers of the shop have never been big on pushing an itemized receipt on you. But my gut says $20.
At home, the stem was just slightly the wrong fit, so there was too much airflow on the pull. Completely unusable. The stem was indeed too long.
I returned to the shop solo to see what could be done. I was aware of the shops strict return policy, but had never had a need to return anything until now. I explained the situation to a different gentleman, who hemmed and hawed his way around my hope of exchanging this bogus piece. Ultimately, as before, they had no more of the fit in stock. So I left my number for them to order one for us without a clear answer on whether or not I would be recouped for the frankly staggering expense of the incorrect stem.
I was promptly called throughout the week to be informed of the status of the shipment.
Finally today, I was able to make it into the store to pick up the new stem. I mentioned that there had been no clear answer as to whether or not I would be able to exchange, or at least be discounted, on the new stem. To make double sure this time, I even brought the bong in to make sure it fit before leaving. I saw the price on the stem, factory tagged. $19.95. Nearing the end of the transaction, I essentially asked what they could do for me. The lady I was working with nudged the owner, reiterated my situation, and he made gesture like he was about to give a loyal customer a good deal on a bad purchase. He goes "I can give it to you for $20 all in, after tax."
Shocked, frustrated, and slightly insulted, I pulled $20 out of my purse, handed it over and left. I am not one to make a scene, I do not like confrontation, and I do not have the constitution to argue in public.
BUYER BEWARE: This place is a staple in the community and has the a great selection, but these kinds of establishments do not take kindly to returns. Be ready to commit to your purchase, do your homework, and double check everything before handing your money over or it will cost you twice. Or learn from my mistakes, notice sneaky sales tactics when they're presented, and be quick enough to see the loopholes. Tale as old as time, I wish I'd been more clever.