I've been to this location many times and have always had a wonderful experience with the staff…read more This time, however, could not have been more different.
Last night, I bought a pack of gummies from the store. When I got home and opened them, I found that they were melted, soggy, and completely stuck together.
I returned to the store today and explained the situation to an employee, who was very polite and assured me that the shift manager could help. However, when we approached the shift manager, Noah, it was immediately clear that he had no interest in resolving the issue.
The other employee explained what had happened, and Noah's immediate response was, "Nothing I can do. No refunds or replacements." When I tried to explain the situation, he repeatedly talked over me, would not let me finish, and continued saying, "Nothing I can do" and "No refunds or replacements. Store policy." He also claimed the gummies "could just come that way." I explained that I had purchased the same gummies several times before and that they had never been melted or wet. Noah then begrudgingly offered me a different product that was not at all similar to the one I had purchased. When I asked for the same exact product as a replacement instead, he responded with, "You can either take this or get nothing."
I explained that it made no sense for the store to refuse to address a defective product sold to a repeat customer just the night before, especially when I had purchased the same product many times previously. His response was, "Well, I don't know what you did last night...once you left here, you could have spit on them."
I was shocked that he would immediately accuse me of lying and of doing something as disgusting as spitting on the product to get a replacement. Not to mention, the accusation makes no sense: if I had tampered with the product, I would have asked for a REFUND--not simply requested a replacement.
I then asked to speak to his superior. He claimed there wasn't one and that he was the only manager there. When I asked for a company phone number or address I could contact, he again claimed there weren't any. Noah was combative, dismissive, and rude throughout the entire interaction.
After I kept insisting on receiving a company email or phone number to call, he disappeared into the back of the store. A moment later, someone else came out and identified himself as the general manager. So, Noah had lied about not having a superior I could speak with.
Fortunately, the general manager was kind and understanding. He offered to replace the exact same item and opened the box in front of me so that we could both make sure that the replacement item wasn't also defective. But, sure enough, it was. It turned out that the entire batch appeared to have melted in transit on the way to the dispensary. So, no, Noah, I definitely did not "spit on them."
The general manager told me he would pull the product from the shelves, contact the distributor, and provide me with another replacement item of my choice. He was great (I believe his name was Hunter).
Unfortunately, I don't think I will return to this dispensary. While I really like the store and appreciate the rest of the staff, the likelihood of having to deal with Noah again has seriously made me reconsider.
I do not believe that Noah should be working as a shift manager, or in any customer-facing position, for that matter. I hope this complaint is taken seriously and that appropriate action is taken to ensure that all customers are treated with respect and dignity.
