STIIIZY - 5434 Mission Blvd, Riverside, CA 92509, United States…read more
I've been a loyal STIIIZY customer and shop at this location multiple times a week, spending hundreds of dollars over time. Unfortunately, my most recent experience was by far the worst I've had.
I purchased a 1g pod, and as soon as I left the store, I took a hit and immediately noticed the pod was clogged. I had to inhale extremely hard just to get any airflow, which is not how a brand-new cartridge should function. Knowing something was wrong, I went right back into the store.
After waiting in line, an employee asked how she could help. Once I explained the issue, she told me to go to cashier #6. However, instead of helping me or making sure someone else would, she walked away to assist another customer and left me unattended. I stood there at cashier #6 for about 15 minutes waiting for assistance. Another customer was waiting with me, and they were there for the exact same issue--a clogged cartridge. We were both left waiting with defective products while other customers were being helped first, which honestly made it feel like certain customers were being prioritized over us.
When I finally received help, I explained that I'm a regular customer and very familiar with how STIIIZY pods are supposed to function. The employee took my pod to test it, came back, and insisted it was "normal" and that it's expected to have to inhale hard to get a hit. That simply isn't true. A new cartridge shouldn't require excessive force just to produce vapor. The airflow was clearly restricted.
Since I felt my concerns weren't being taken seriously, I asked to speak with the manager. Unfortunately, that interaction was even more disappointing. She didn't greet me, ask about my experience, or try to understand the issue. Instead, she immediately told me to follow her outside to test the pod on one of the store's batteries. While it technically produced vapor, it still had poor airflow and minimal smoke compared to a properly functioning pod. The fact that it hit at all didn't change the fact that it was defective.
What frustrated me the most was that the manager constantly talked over me instead of listening. Every time I tried to explain what I experienced, she interrupted me and acted as if she was the customer and automatically right. Rather than hearing me out, she dismissed everything I was saying and made me feel like I was making the issue up. She had a poor attitude throughout the interaction, repeatedly insisted she could not replace the pod, and ultimately sent me home with the same defective cartridge that still had horrible airflow.
I even explained that I wasn't asking for a refund or anything extra I simply wanted a replacement for a defective product. I use STIIIZY to help manage my anxiety and to unwind, and I also struggle with insomnia. I told her I didn't want to go home and have a rough night because my brand-new pod wasn't working correctly. Instead of showing any empathy or trying to make things right, she sent me home with the defective pod and an even worse customer service experience.
As a manager, your role is to listen, de-escalate situations, and find reasonable solutions when associates can't resolve an issue. Unfortunately, I experienced none of that. She lacked the professionalism and customer service skills expected from someone handling escalated customer concerns. Rather than working toward a solution, she argued with me, talked over me, dismissed my concerns, and made me feel like I was the problem.
It honestly felt like they were treating a $23 replacement as if it were coming out of their own paycheck instead of taking care of a loyal customer who has spent hundreds of dollars at this store.
What disappointed me most wasn't the defective pod it was the customer service. Defective products can happen, but how they're handled is what customers remember. Instead of listening, showing empathy, and making things right, I was dismissed, talked over, and sent home with a defective product.
I've never had an experience like this at STIIIZY before, and I truly hope management addresses how customer concerns are handled at this location. Loyal customers deserve to be treated with respect and trusted when they report a legitimate issue. A little professionalism, empathy, and accountability would have gone a long way.
