L........R

I had a frustrating experience with this store that I hope they seriously consider improving. I was sold a defective vape unit — the light turned on, but no smoke came out. When I called to request an exchange, I was told I’d need to come into the store, even though I had the product delivered in the first place due to transportation issues. I asked if I could simply send a photo or FaceTime to show the issue, and only then did the staff acknowledge that might work. The initial response made it feel like I was being pushed to come in just to make things harder — not to resolve the issue. Eventually, they agreed to do an exchange, but only after I tested the product in front of them. I went along with it — even though the defective product had clearly never been used. Then today, when I ordered again, they asked me to test this new unit in front of them again. I asked if that was standard, and I was told that yes — because I have transportation limitations and request delivery — I would now be expected to test every order on the spot. That doesn’t feel fair. Customers shouldn’t be treated differently because they don’t drive. I’m paying for a working product like everyone else. I shouldn’t have to prove its quality just because I’m disabled or need delivery. The products themselves are decent, but the customer service approach lacks empathy and equity. I hope they revisit this policy.