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Find a Location

Trulieve, Inc. has 50 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Trulieve, Inc.

      6749 Ben Bostic Rd. Quincy, FL 32351

    • Trulieve, Inc.

      868 Harbor Blvd Destin, FL 32541-2700

    • Trulieve, Inc.

      1901 E Nine Mile Rd Pensacola, FL 32514-7766

    • Trulieve

      1417 SW 40th Terrace Fort Lauderdale, FL 33317

    • Trulieve

      9600 SW 77th Ave Miami, FL 33156-2615

    ComplaintsforTrulieve, Inc.

    Medical Marijuana Dispensaries
    HeadquartersMulti Location Business
    View Business profile
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    Complaint Details

    Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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    Complaint Status
    Complaint Type
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I have been shopping at Trulieve for the past few years since they’ve opened. I have also taken my cannabis industry certification early on as I was attempting to open my own dispensary however due to funds didn’t but I have done many other works in bettering the industry technologically. Due to me being an industry professional I receive a 20% off at Trulieve as well as other discounts at competing dispensaries and I have not had any issues to using this discount prior to the last couple of months. I also receive SNAP which gives me 10% off and combined I get the max 30% off. I know my local dispensary has been weary of giving me this rather it be the new management or just not understanding this. They’ve had to manually key in the discount and here lately have been trying to give me higher prices than what I’ve paid for years saying corporate is telling them to do this but not providing me with any references or tangible evidence. Last time I visited they claimed if they do my discount they risk their job and also was upset that I paid less than they did. They said good luck doing this next time like they just want to take away my discount because they don’t get it themselves or something. I visit this Beckley WV location almost every week spending a decent bit and as I said they only started being this way really 1-2 months ago. They’ve also been not rewarding my account with referrals I’ve been sending them as well as I’ve noticed a few times them putting product on my allotment in which I most definitely did not receive or purchase. My main issue though is with the the new tall sales/supervisor for going out of their way to ensure that I do not receive my proper discount and making my whole experience terrible. I’ve had some issues with product before but never had someone going out of their way to ensure I have the worst experience ever when shopping. For example instead of applying a straight 30% he would do the 20% then 10% on the balance after the 20%.

      Business response

      01/04/2024

      We do apologize for the patient's experience. However, we cannot access out-of-state patient information or files. We ask that you reach out to the West Virginia Beckley location at ***** ********* to have this matter further investigated. 

      Customer response

      01/10/2024


      Complaint: 21090675

      I am rejecting this response because: The manager backed up this and if I complain directly nothing will be done. This needs to be escalated to the regional manager or HR. As being headquarters for a company of this nature you all should be able to properly direct this.

      Sincerely,

      Jeremiah ******

      Business response

      01/10/2024

      We do apologize however we cannot verify out-of-state patients at the State of Florida Customer Support Center. The patient will need to contact their State's Better Business Bureau to report to or to their Trulieve State Dedicated Patient Line. 

      Customer response

      01/11/2024


      Complaint: 21090675

      I am rejecting this response because: I didn’t put the complaint into Trulieve of Florida customer care center but rather i put in my complaint for Trulieve’s headquarters. West Virginia does not have a headquarters nor would reaching out to the store (people who my complaint is about) provide any insight or resolution to this matter. You all need to get this sent to an executive or other member of Trulieve’s operations team so this matter can be properly resolved as there is no other viable option.

      Sincerely,

      Jeremiah ******
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I contacted trulieve 3 times regarding the renewal card discount and was told 3 times that I could use it on discounted items as long as it wasn’t specific things and then I drove all the way there and was told the chat ppl and customer service have no clue what they are talking about and then when I did call today to speak to Ariel a supervisor she gave a whole 15% off of that still can’t be used with anything on sale. This place is a joke and if nobody knows what they are talking about they should not be working there. And trulieve has copies of the chats that state what the reps said

      Business response

      12/14/2023

      We appreciate the feedback and apologize for any inconvenience this may have caused. We will investigate the patient's interactions and any coaching or retraining will take place, if deemed necessary. Trulieve does have a company policy that states the renewal discount cannot be applied to any items sale prices, it would be applied to the whole price. This information can also be found on our website. We apologize again for any miscommunication on behalf of Trulieve. 

      Customer response

      12/15/2023


      Complaint: 20985689

      I am rejecting this response because:
      If it’s on the website then why are the representatives not knowledgeable of this 
      Sincerely,

      Summer *****

      Business response

      12/15/2023

      Thank you for the response. We have pulled the communications with the patient. The patient spoke with four different representatives and the location. One of the Customer Service representatives the patient spoke with provided inaccurate information. Retraining and coaching has been addressed for this representative. The remaining representatives before and after the misinformation was provided, stated the correct information. The patient was extended a courtesy discount by a Senior Representative and apologized for the miscommunication. We do apologize again for the misinformation; this has always been the policy for the renewal discount. 

      Customer response

      12/18/2023


      Complaint: 20985689

      I am rejecting this response because: I made more than one call and I also did chats which they can pull and the only person who told me it could not be used was when I went in the store.  And the fact that they are stating I was told correct information by previous reps before and after is false.  It was only when I went into the store to try and use it with the discount did they say it was not stackable.  And the manager after I called did the same thing gave me a discount that cannot be used with any specials.  Again stop with the lies and pull the chats and the calls I even have the price on the chats and the calls.  


      Sincerely,

      Summer *****

    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I ordered online products that totaled $468 thru the app. When I got to the store, they filled the order but changed the amount of the products. Without notice, the store changed certain prices that were advertised on app creating confusion over prices. Very similar to "bait-and-switch" tactics.

      Business response

      10/31/2023

      We appreciate the feedback, and we apologize for any misunderstanding. The reason for the price change, was due to the patient using their second patient discount of 50% off their entire purchase. As listed on our website, this discount cannot be combined with any other promotions or patient discounts. The second- new patient discount is taken off at the point of purchase and off of the items whole price. Some of the items ordered were on sale, we would not then take another 50% off. 

      Customer response

      11/04/2023


      Complaint: 20785489

      I am rejecting this response because:

      While using the Trueleaf app, I ordered products that were offered for sale and calculated by the app; an app which is built and maintained by Trueleaf.

      They're no *warning notifications during the processing of an order, and in fact, the application calculates the subtotal and expected cost to be paid.

      The app also allows the order to be processed directly from it's check-out page, giving the impression the order was accepted; coincidently, filling the "online oder" is a form of acceptance. 

      When pick-up occurred, no mention that certain "prescribed products" had been filled but the pricing had changed; online offer/price not acknowledged or honored. 

      The Trueleaf app and its functionality is creating a "Switch and Bait" scenario; while simultaneously claiming the website is a point of reference for its "accurate" pricing.

      When pricing through a "online order" changes at the time of pickup, the issue creates a benefit for Trueleaf while creating a hardship for customers and the general public.

      This is a classic "Switch and Bait" scenario. 

      Sincerely,

      Douglas *******

      Business response

      11/06/2023

      We do apologize for any inconvenience. As stated on our website, located in the promotion's disclaimer, we will not take the new patient discounts off of already discounted items. Our website does not allow you to state that you are a using any of the new patient discounts, therefore the discount is manual and would not be reflected. The amount of the order was correct, other than changing the discount from the sales presented online to the second new patient discount of 50%. We hope that this provides some clarity. 

      Customer response

      11/07/2023


      Complaint: 20785489

      I am rejecting this response because:

      Trueleaf did a classic "bait and switch" maneuver as I described earlier, and has failed to properly fix the issue...

      Sincerely,

      Douglas *******

    • Complaint Type:
      Service or Repair Issues
      Status:
      Answered
      Trulieve Jacksonville Southside Estates The delivery experiences I have had with this location and it's incompetent employees is another level. They claim to be a medical facility and managing patients medications. First, I was provided the incorrect item then was told they couldn't replace itor do anything because they were" on the ad". The driver Zach, requested I call the corate office right then and there since no one at the Southside Estates store would answer the phone (he called 3 times in front of me), to which I did, was told by corporate employee that there would be notes on the account for the replacement to be apart of the following delivery order. Order date comes, no call, no notification, just a text message stating "we're 27 mins away, how will you be paying" no confirmation of the order being correct or that the accurate items are included. Then received a digital confirmation via email of an order aced for pick up in Clearwater with an incorrect cell phone number for an entirely different patient, HUGE HIPPA data breach on the Trulieve company ,Then once I brought it to their attention was told it was my fault and I needed to go update my password and change the information some incompetent employee entered somehow. New day of delivery comes, was told " no record of notes for replacement" but they would accommodate due to the ongoing issue with a credit to my account for the sale price of today. Was told I would receive a text when they were near. By 5:00p.m., we received another phone call saying the delivery could not be completed today and would I be available tomorrow. Well no I work full time Monday-Friday which is why I scheduled my delivery to accommodate that schedule. The only response I get in return is oh well you can call corporate.....the amount of issues this dispensary and company have are insurmountable and will continue to get worse the longer employees are not trained accordingly and properly with the correct information. Employee accountability has to change, noone seems to have a clue what is happening and company as a whole.

      Business response

      09/02/2023

      This complaint has been completed and submitted as solved. I was able to speak with the patient and listen to her concerns. I was able to apologize for her experience and offered to honor the promotions from 08/27 for order number 108000133421. We will try to replicate the order and get it delivered as soon as possible. The patient was very appreciative but at this time has chosen not to replace the order. 
    • Complaint Type:
      Delivery Issues
      Status:
      Answered
      Starting this past Sunday, August 20th, I placed an order for delivery scheduled to be delivered the next day. The delivery driver arrived without calling me to alert me, and instead stopped at my neighborhood's management office, who contacted my fiance (who cannot easily answer his phone while working), not mine. This happened twice on the same order, the 2nd time after I'd called customer service that day to instruct they call MY number. My order was returned and cancelled, without ever contacting me. The following day I tried to order again, and the exact same thing happened. I called the only number published on multiple occasions, and so far I've been promised callbacks from a supervisor on 3 occassions, hung up on twice (was never rude!), and otherwise have not been contacted for the next 4 business days!

      Business response

      09/02/2023

      This complaint has been reviewed and submitted as solved. The patient was serviced as a Walkin patient today 09/02/23 in our Orange City store. Her concerns were addressed by Upper Management of the location. The leadership honored the discounts from the patient's original order placed. 
    • Complaint Type:
      Delivery Issues
      Status:
      Answered
      I have been having severe issues with deliveries, im a disabled veteran that relies on deliveries. I place an order, it asks for me to select a delivery time and date i do so but my deliveries are always late or they never show up at all, when i contact customer support its like they dont even care, if you criticize them and the job performance of the company they send a message in the chat saying the call is being monitored and they dont condone abuse lol, cant take criticism so you go after the customer who happens to be right!! Im expected to be here for the delivery, if im not they will charge me for a delivery!! So i wait all day for an order that isnt going to show up, do they contact me? No they dont, do they attemt to expalin why my order wasnt delivered? no, they dont contact you at all!! You have to contact them and the only thing you get is stupid excuses and promises that it wont happen again. Even then they missed the next delivery time that THEY set!!! Then the delivery comes the next day without any warning. They waste 3 days of my time on one order!!! They promise it wont happen again but yet 2 orders later it the same ole same ole me waiting for my order that was scheduled for yesterday. half this day has gone by and still nothing!! I contact customer support once again for them to tell me there is nothing they can do, they cant get a hold of the delivery people, thats the end of it, thats where my customer service ended. Then i asked for a corporate number, of course they refused to do that!! Then i get a text stating that my order is packed and ready for delivery on august 2nd, ITS AUGUST 3rd already!!! I want to be contacted by higher management, no lower than regional and as high as the CEO!! I want these endless broken promises to end and to get a final resolution to this on going delivery issues so i can stop wasting days on end waiting for deliveries.

      Customer response

      08/17/2023

      no trulievehas not gotten back to me

      Business response

      09/01/2023

      This complaint was reviewed and submitted as complete. The patient received his order on the date that was confirmed with the location. Left a voicemail for patient as a follow up. 
    • Complaint Type:
      Customer Service Issues
      Status:
      Answered
      I made a order this morning and for some reason my order was not filled for some reason the Christopher ***** location always fulfill the orders that are coming in instead of for feeling the ones that are placed online. I made my order today so I can pick up and I made it early in the morning I called customer service to ask if it was okay if I came in he then left me on hold for 30 minutes and then told me that basically I can go somewhere else then proceeded to call me private four times I would like for someone to re-listen to that recorded line and also check out his call log as he called me four times and hung up and did not say anything and he kept calling and hanging up as I'm telling him to quit calling my phone. Also too you have to realize that people do go to work and they are trying to just get their medication before they go to work and your customer service is very nasty. He had no business calling me and if I have to go through my phone company to prove he was nasty along with my coworkers I will go that far to gain the repectni need. I needs to be treated like a customer and not like he pays my bills. I'm calling because obviously I need my meds for a reason which I don't have to explain to you of why I want to buy my meds .

      Customer response

      08/15/2023

      You might not ever get a response as they do not care . Where does this leave me because I feel like I am unheard and I feel like if I was a regular person popping pills it will be acceptable. 

      Business response

      09/01/2023

      This complaint has been reviewed and is submitted as complete. Today I attempted to reach out to patient twice, both times I state who I am, and she disconnects the call.
    • Complaint Type:
      Sales and Advertising Issues
      Status:
      Answered
      I made an online order at the Morgantown West Virginia’s location. It had listed some products on sale, but after I completed my order and went to the store-I was informed there was a system glitch and the products I ordered were not on sale. If this was an isolated incident, I would not complain. However this is the fourth time, I have completed an online order and when I got to the store for pickup- it was not on sale or available. This is beginning to appear to be false advertising to get people into the store.

      Business response

      07/07/2023

      Hello,

      Unfortunately, our website did have incorrect pricing and was changed as soon as it was noticed. With that said the store team was to honor any orders made that reflected the incorrect pricing. We have since addressed this issue and if the customer is willing to come back to the store, we will make this right. 

      Customer response

      07/10/2023


      Complaint: 20281552

      I am rejecting this response because:
      When I went to complete my advertised order, the employee said they were unable to fulfill because they would lose their job.  This is very disappointing. I can’t imagine the frustrated customers the employees have had to deal with due to website issues-which is beyond their control.  This should be rectified immediately. 
      Sincerely,

      Kimberly ******
    • Complaint Type:
      Billing Issues
      Status:
      Answered
      This is the second year in a row that I have not been able to use my 25% birthday discount. This time I was tricked. The bud tender showed me some price that was wrong and then the “discounted” price of my purchase. Once I got home I added all my items and I didn’t get a single % off but was told I saved $35. That was a lie and I am sick of this companies attitude and non caring unprofessionalism. They are supposedly here to serve medical devices and a different option than pills. The way they treat people is horrible. This company does not need to be in the medical profession. I want $70 credited to my account.

      Business response

      05/27/2023

      Good Evening,

       

      Thank you so much for allowing us the time earlier today to speak with you about how our Birthday discount works. We do apologize for any confusion surrounding the offer. You still have your Birthday discount available on your account to use until the end of May though it is not stackable with other discounts or sales.
      We appreciate you giving us the opportunity to clarify and hope to continue to serve you as a patient in the future.

    • Complaint Type:
      Customer Service Issues
      Status:
      Answered
      Requested to remove ALL information regarding me in system. Unsubscribed and followed steps to come to resolutions with business. Business keeps marketing products and services to me. Requested multiple times to remove from all listings. Still keep getting emails regarding sales and marketing advertisement. Also horrible customer services. No at all accommodating to customer needs in services business provides. Would like some restitution and full removal of information not feel like I'm being harassed anymore.

      Business response

      05/24/2023

      Thank you for reaching out to us. We have taken the necessary steps to remove information from our system.

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