DISGUSTING CUSTOMER SERVICE

I am writing to express my extreme dissatisfaction with the poor customer service I received today, March 20, 2025, at the Vuse kiosk in the Gardens Shopping Centre. Cody assisted me in purchasing two Vuse packs. The Hazelnut Macchiato and Blueberry Raspberry flavors were next to each other, and I initially pointed to the Blueberry Raspberry by mistake. I immediately corrected myself, pointed to the Blueberry Ice, and clearly stated to Cody that it was the flavor I wanted, as the boxes look similar.

After leaving the mall and opening the box to use the product, I realized I had been given the wrong flavor. I immediately returned to the kiosk. Lana was at the till, and Cody was assisting another customer. I explained the situation to Lana. Cody then said, "We will change it" but neither he nor Lana bothered to check if the box was open. Lana then walked away, laughing while speaking on a gold-covered cellphone. My colleague approached her, asking if she was addressing the issue. Lana responded dismissively, stating, "I do not know why I am speaking to you."

Lana then informed me that her line manager would not allow an exchange because the box was open. Cody claimed he didn't know the box had been opened. I requested the line manager's contact number, which Lana refused to provide. I then asked her to call the line manager so I could speak with them, and she initially refused, stating, "I will not call him back," only retracting her statement when I asked her to repeat it. I was forced to leave with an unwanted flavor, after trying it once, and without a refund. Lana and Cody displayed no empathy or accountability.

I also want to emphasize that there was no visible signage stating that open boxes cannot be returned. Having used Vuse products for over four years, I have never seen such a sign. Furthermore, security cameras are positioned on both sides of the desk, which should provide evidence that I pointed to and verbally requested the Blueberry Ice flavor. This level of customer service is disgusting and unacceptable. I expect a prompt response and a resolution to this matter.