I am writing to formally complain about the treatment I received at your Georgetown Create Vape & Smoke location regarding a faulty product purchase and the extremely unprofessional behavior of both the store manager, Kirsten, and district manager, Natalie. I came into the store seeking help with a defective product that I had recently purchased. From the beginning of the interaction, I remained calm, respectful, and cooperative. I never raised my voice, never used profanity, and never acted aggressively in any way. I was simply asking for assistance and trying to find a reasonable resolution. (And want to talk about unprofessionalism the Manager was literally watching Netflix on her phone when I walked in so there’s that for you) Instead of being treated with professionalism or basic customer service, I was met with hostility, dismissiveness, and intimidation. Both Kirsten and Natalie were rude, unhelpful, and unwilling to properly address the issue with the faulty product. What was most disturbing was being threatened with the police despite the fact that I was calm and asking for help the entire time. Being threatened with law enforcement over a customer service issue — especially when I was behaving respectfully — was humiliating, unnecessary, and completely unacceptable. At no point did my behavior justify that type of response. I am extremely disappointed in how this situation was handled and in the conduct of your management staff. Customers should not be treated as though they are a threat simply for requesting assistance with a defective product. I would appreciate a response from corporate regarding: - How this situation will be addressed internally - Whether employee conduct will be reviewed - What resolution can be offered regarding the defective product and my experience I also strongly encourage your company to review any available security footage and speak with all parties involved, as it will clearly show that I remained calm throughout the interaction. I expected professionalism and basic respect from your management team and did not receive either.

I visited this place for the first time this past weekend and I was SO impressed! Not only is the store clean, light and had good vibes, but the selection and prices are amazing. The price gets even better if you make a rewards profile with them! The lovely Jess is a rock star! Her customer service is top notch, attention to detail, and she's genuinely so kind! I just moved back to the area and this will be my go to shop!

Crazyyyy great service from Tessa & Kell! I would come every day if I could. Thanks guys for my new water pipe.

I absolutely love this place. They always have what I need in stock and prices are amazing. It's worth the drive from Round Rock to here.

New management is absolutely terrible. Product selection used to be good, now it is trash. Staff is rude and disrespectful. Do not recommend.