Review Time
The team is helpful, and the store is nice. I've been a customer for a long time. I was very disappointed when I went to recycle my used products, only to find out the service has been discontinued. Why is that? It seems like a basic service to offer for customers and the environment. I may need to seek another service for recycling. It's unfortunate.
Supportive team. Nice shop. I've been a customer for a while now. I was quite let down when I went to recycle my used products and found out that the service has been stopped. Why is that? It seems like the least a company can do for their customers and the environment. I may need to find another service that offers recycling. What a pity.
In-store, the team is knowledgeable and often goes above and beyond. However, online experiences have been frustrating. They offer a next "working day" delivery option at a higher cost, which is reasonable, but when it doesn't arrive as promised, the response is lacking. No sympathy, no option to reschedule, and no refund, just a message saying "no refund" and "your fault". So while in-store service is excellent, online support is quite poor.
I placed an order on January 3rd expecting it to arrive on Saturday, having paid for that service. However, by Monday the 5th, there was still no delivery, and I was informed there was a stock check (which wasn’t mentioned online). Now I’m being told I can't escalate the issue and can’t get a refund for shipping due to the company's mistakes. One customer lost!
I am a loyal fan of the products and wanted to highlight an employee. One team member from the local shop is a true asset to the business and exhibits professionalism. Always cheerful and knowledgeable, he helped me quit smoking after 50 years. I am grateful to him for his support and expertise. I'm thrilled to be smoke-free now, thanks to him.
As a new customer, I purchased a device in early November to replace a broken one bought elsewhere. When I returned for advice on replacement coils, the assistant recommended the wrong ones. I assumed it was an honest mistake and expected a replacement, but the assistant responded aggressively and insisted it was too late. I was told I should have come back sooner and offered a discount on the incorrect coils. I felt unfairly treated and the company's responses were dismissive, hiding behind terms and conditions. My experience left me upset, and I doubt I would return.
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