Poor customer service, disappointing experience

I am extremely disappointed with the customer service I have received. I recently purchased refill flavour pods. I believed Vuse was a trustworthy brand because of my history of using the brand. I have multiple devices and I always recommend the brand because of the sense of trust I have. I recently purchased from a local tobacco store. First point I will make is that upon opening my box one of the cartridges were leaking in the sealed blister pack. My second point I will make is that I further more tested the other which was not leaking. Absolutely terrible taste and lack of flavour. Tasting as if the flavour had burnt out already. My third issue was the contact information I received for help, the email address provided on the internet and packaging gave me an automated response of “delivery failed”. I took a step further and used the website to log my issue. Providing all details such as batch number, device type, flavour and issue with product. I received an acknowledgment email and case number. I then received an email from an agent still asking me what was the issue?! After logging all necessary information?! Ridiculous. I again sent a picture of the sealed blister pack. Explaining again the issue now the third time. Back and forth for a simple issue. I was contacted via customer care through call today. The customer service agent again asks me what is the issue. After several emails and also a full logged complaint on the website. I was told I need to go back to the store from which I purchased. What then is the point of customer care? Why should I go out of my way and inconvenience myself? Pay more money to go to a store is absolutely ridiculous. What purpose did customer service serve? After all the hassle of getting contact with them. No help whatsoever. This is extremely disappointing as I always thought highly of the brand because they are easily accessible. The one time after many years of loyalty that I have an issue I received no help. I was already inconvenienced by receiving a defective product in the first. Why should I go out of my way to sort the issue when it is the job of the company to ensure their customers receive the best possible experience. I wish I could leave 0 stars as I am extremely disappointed.