Here is the email I sent and the response I received... Owner/Manager, I am writing you as a result of my recent experience at your Clayton Park location. I am not happy with with the way you resolved my problem at all, or lack of resolve I should say. On Friday night I decided to try your store,my first time since you moved from the Kempt road location. I explained I wanted a cigarette like flavour,like the Juicy Export type I had used the last few times. Keeping in mind your recent email blast I thought would take advantage of the Vapepoints program, even though VaporHubs Bayers Lake location is a six minute drive from yours. The clerk suggested I try classic tobacco. I again asked if it was similar to the cigarette flavor i was looking for and was assured that is was AND that it was your own brand that was made right here in Nova Scotia (Breaking Good). Upon trying this flavour I found it to be nothing like expected. It was very sweet, almost like pipe tobacco or a strong cigar. This juice being completely useless to me I brought it back to the same clerk today and explained this. I was told maybe the Export or Players flavour would be more suitable. I immediately agreed as this is what i was after in the first place. Of course when i asked could i exchange it for the right product i was told that i could not. This is a smart return policy which makes complete sense to me. What i don't understand is the lack of customer service. Why did they not simply take back my 90% full bottle, destroy it, and send me on my way with a complimentary bottle of what i needed ? For the wholesale cost (approx $4 I guess) I would have a left a happy/loyal customer and not have to waste ten minutes of my life writing this email. In addition I leave with a story of anger to tell all who care to listen instead of a story of great service to share with everyone. It seems like bad business practice to me especially in light of all the competition popping up around the city. I would like to know what you think ? I would appreciate a prompt response as I would like to include it with my Facebook,Yelp,Instagram posts. Thanks, Craig Snow Response... Good day Mr Snow, Again thank you for your feedback, it is always valued and appreciated. I have identified 2 items which do not conform to our operating procedures, and will be corrected with the team member in question immediately. 1) A juice test sample should have been offered to you. Most of the juice flavours we carry are available for testing in a test clearomizer. When a client is unsure of their juice flavour selection, our team members are to offer flavour testing. This clearly was not done in this instance. 2) There should never be any assumed similarities in juice flavours between different manufacturer brands, nor similarly named juice flavours. Each manufacturer has a different recipe, and while raw ingredients may be the same for some manufacturers, the amount of each flavoring may be different in order to achieve their ideal flavour profile. The only time Smoke-less stores would replace / exchange a bottle of juice would be if the the juice in question was not manufactured to specification. For example missing or incorrect flavorings, or incorrect nicotine strength. In these circumstances, any bottle of juice we would take back would be immediately destroyed and discarded, or returned to the manufacturer for further analysis. Given the circumstances, I would be happy to offer you a discount of 20% on your next bottle of juice. If this is acceptable, I will have your account noted with the discount. Thank you again for your feedback. Have a great day! Cheers, Brad Poole Store Operations Manager read more