Bad services

I was shocked and disappointed on the services I got was the score and to my surprise the Manager Graig could not do anything to assist all he said "sorry there is nothing I can do". Can someone please explain to me why the score does not have packets anymore? the manager told me to buy the bag which is "reusable" . My issue is that the bag costs more than the bag and if I don't have money to buy the bag am I suppose to carry my staff with my hands?