Poor Customer Service at Vuse Kyalami Kiosk

I am writing to formally express my frustration and dissatisfaction with the service I received at your Vuse kiosk located at Kyalami Corner. I have been a regular customer of Vuse products for quite some time and have always appreciated the quality of your devices and pods. However, my recent experience at this kiosk left me feeling disrespected, pressured, and completely let down by your brand’s customer service standards.

On my visit, I approached the kiosk with the intention of purchasing a single pack of pods — a straightforward transaction I’ve completed many times before. Instead, I was met with unnecessary resistance from the assistant at the counter, a young woman of darker complexion who had a visible piercing on her upper front teeth. While her appearance is not the issue, her attitude and approach to customer service were entirely unprofessional.

She told me I could not buy just one pack of pods and that I had to take part in a special promotion, which required me to buy more than I wanted or needed. When I questioned this and tried to clarify that I did not want the special and only needed a single pack, I was met with a cold and dismissive attitude. Rather than assisting me with understanding my options or checking if an exception could be made, she stood firm and refused to help unless I committed to buying more. It was as if the promotion was being forced on me — no option, no flexibility, and no basic respect for my preferences as a customer.

This is not how customer service should work. A promotion should be an option that adds value, not a requirement that leaves your customers feeling cornered and disrespected. The way I was spoken to made me feel like an inconvenience instead of a valued customer. No effort was made to explain things calmly, no alternatives were offered, and no courtesy was shown.

I left the kiosk feeling disappointed, frustrated, and honestly quite insulted. It’s extremely unfortunate that a brand I used to recommend to others is now associated — in my mind — with rude service and poor treatment.

I strongly urge Vuse management to:

1. Retrain your staff on customer engagement, active listening, and sales ethics.

2. Ensure that no customer is ever forced into promotional sales tactics against their will.

I hope to see real action taken in response to this, or I will unfortunately need to reconsider my loyalty to Vuse as a brand.