Interrogation by Management

As they dont have a functional complaints email or message system, I am sharing my email here. I hope someone sees it.

Dear Management Team,

I am writing to formally raise a complaint regarding an incident that occurred at Engen Morningside(DBN) on 15 February 2026, concerning the purchase of a faulty vape device and the manner in which the situation was handled by store management.

The device was purchased at approximately 05:55 AM and was tested in-store shortly thereafter, where it was determined to be faulty. Upon reporting the issue, my partner was asked to wait for the store manager, who only arrived at 07:00 AM, resulting in an extended and unnecessary delay.

When the manager arrived, instead of addressing the fault professionally, he proceeded to cross-interrogate my partner, questioning her account of events. She requested that the security camera footage be reviewed to confirm that the device had been tested in-store. Despite this reasonable request, the manager insisted that she test the faulty device again in his presence, which was uncomfortable and inappropriate given the circumstances.

The handling of this matter was unprofessional and caused unnecessary distress. A faulty product should be addressed promptly and respectfully, without placing the customer in a position where they feel doubted or interrogated.

While I am unsure what corrective action will be taken internally, I expect this incident to be formally addressed. I kindly request a written response outlining:

The outcome of this complaint

Any actions taken regarding the staff member involved

The steps that will be implemented to prevent similar incidents in the future

I trust that this matter will be taken seriously and handled appropriately. I look forward to receiving your formal response.