New
Extremely Disappointing First Experience at Verilife…read more
As someone new to Pennsylvania and a first-time Verilife customer, this has been an extremely frustrating experience.
On October 16, 2026, I purchased an Organic Remedies Plant-Based Therapy RNTZ 4-Gram Live Resin Magnum All-in-One Disposable Vape (Hybrid) for nearly $200. The product was defective, but I didn't discover the issue until that evening, after the store had closed.
On the morning of October 17, I called Verilife and was explicitly assured that the defective product would be replaced once the defect was confirmed. I was instructed to bring the defective vape, original packaging, original bag, and receipt. During that call, the manager on duty specifically told me I would hear back that evening or sometime over the weekend. That assurance directly shaped my expectations for how this issue would be handled.
Relying on what I had been told, I spent another $30 on a round-trip Uber to return to the store. Instead of resolving the issue, an employee repeatedly insisted that the policy had changed and directed me to submit a form. She did not identify her position during our in-store conversation.
After leaving, I submitted the form through Organic Remedies' website credit page--not Verilife's website. Only after submitting it did I see the notice stating that a response could take two to three business days, which directly conflicted with the timeframe the manager on duty had given me earlier.
I then called Verilife a second time to escalate the matter. The employee confirmed she was the same person I had spoken with in-store but repeated the same explanation without offering a solution or connecting me with the actual store general manager. I still have not spoken with the actual general manager.
I followed the instructions I was given, brought every requested item, and completed the required form. Repeating that the policy has changed is not a resolution, and giving a customer conflicting information about what to expect is not acceptable customer service.
I'm on Medicaid and have limited income. Between the nearly $200 defective product and $60 in round-trip Uber expenses, this situation has created a genuine financial hardship. I cannot simply afford to purchase another prescription out of pocket while waiting for this matter to be resolved.
I am requesting:
1. A replacement vape at no additional cost once the defect is confirmed.
2. Reimbursement of my $60 Uber expenses, or equivalent compensation, in addition to the replacement.
3. Direct follow-up from the actual store general manager, with a clear decision and timeframe for both requests.
As a new resident, I should not be expected to know unfamiliar store policies, especially when I am following the instructions provided by staff. In my experience, businesses handling defective products work with customers to document the issue and arrange a fair remedy rather than sending them in circles.
I am beyond disappointed with how this has been handled. I relied on the information provided by Verilife's staff, including the manager on duty, and incurred additional expenses in good faith. I expect a fair resolution--not conflicting information, repeated explanations, or a runaround. Verilife has lost my trust, and I will not be returning.
