I am a local and often frequent Essence on LV Blvd. I had bought a cartridge that leaked out. The reason was bc it got over heated and it cracked the glass. Spoke with Sam the manager, not only did she educate me on the correct cartridge to use but she also replaced the cracked cartridge but also gave me a new heater part. She also threw in a throw away cartridge. She was extremely professional patient and informative...employees are always polite and smiling...they have my loyalty!!