I'm sick of your poor service!!

I'm so sick and tired of reporting faulty cigarettes. I have reported so many incidents and I'm still not getting the service I deserve as a loyal customer. So I reported again on Tuesday last week that my Dunhill Switch Black cigarettes has no capsule. I was assured that it will be collected for investigation into the week. On Monday I called again to ask when will they be collecting the faulty product. I was told it had to be collected the previous week and I was assured it will be escalated to the relevant department to have it collected. I then logged my complaint on Here a few days later only to get a call from the call center and the agent made some empty promises again. Now suddenly they are awaiting feedback from the British American company to give me feedback on my concerns. All the while her manager Chevonne printed in my head that their job ends with collection and reimbur*****t of product. Now the agent tells me differently and this instruction she got from her manager... the very same Chevone. How ironic is this or am I just suddenly kinda special? Today the courier company collects my faulty product Dunhill Switch Black and brings me an reimbur*****t of the Dunhill Red packet. Wot was I supposed to do with that if I don't smoke it?