Selling faulty devices, bad service from area manager, refund delays....

I bought a Vuse Alto device from Twisp store at N1 City last Thursday. It worked out of the box, but wouldn't charge, so I took it back to exchange it on Saturday. The replacement devise was the same, worked out of the box, but also wouldn't charge. I took it back again today, with all the original packaging and the slip, and asked for a refund.

Simba, the lovely man who assisted me, tested the devise and agreed that it didn't charge. Because i had asked for a refund, he explained that he had to follow procedure and call his area manager (Reinhardt) to authorise the return.

Reinhardt wanted to speak to me, but I didn't want to accept the phone due to Covid, so I requested that he phone me on my own phone, he told Simba he would call me right away. I waited for what seemed like ages, maybe 10 minutes, but Reinhardt did not phone. I eventually asked Simba to find out what the problem was, so he called Reinhardt back, Reinhardt apparently changed his mind and didn't need to speak to me, and authorised Simba to accept the faulty devise back.

I was then told that they will not give me a refund right away. The refund will only happen on Friday, and I have to send my banking details to their head office. WHAT??? I paid by card, they should refund my card surely. They have the facility to do so, but I was told its against their policy to refund cards, and I have to wait till their head office contacts me to get my banking details. Then I was asked to sign a credit note, and this is all I have, they kept the receipts. This way of working is designed to make it difficult for the customer to return faulty, sub-standard products, and even more difficult to get the money back. I'm very frustrated with this experience and do not recommend this company or their Vuse Alto device. While I was there, another customer had the same problem with the same Alto device, not charging, so it seems to me like they are aware that there is an issue with these devices, yet they are continuing to sell them, and make it difficult to get a refund.

1. Are they continuing to sell products that they know are faulty or from a bad batch? 2. Why are they making it difficult for customers to get refunded for faulty product 3. Bad customer service from area manager