ComplaintsforTrulieve, Inc.

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i ordered items thru the trulieve website. one item was on sale, but trulieve doesnt show sale prices on the order they email you and you print out. the order on the web page shows the correct price. so its very confusing. my item was on sale for $15. when i got to the store the price was $25. the manager implied i was lying about the sale price. i was totally confused why i couldnt get the sale price. the manager said this wasnt even on sale last week. i took a screen shot of the price. i contacted trulieve thru email and said i had ptsd. i then had a manic episode and explained again that i had ptsd.well i was called a bully twice by trulieve and now they wont respond. they wont respond to complaints i filed. Order # 29000162587 here is one email i sent To support@trulievecustomersupport.zendesk.com support@trulievecustomersupport.zendesk.com i told customer service i had ptsd. as soon as i mention that the email needs to be forwarded to the appropriate person. instead i had a manic episode and was called a bully by trulieve employees. this has got to stop,because it is discrimination against my disease. i cant control it. i dont like being treated like this. so i still wish to file a complaint for mistreatment of my disease. please respond and show compassion. also if i order items on the web page, the store that i order it from should get the correct prices of the order.

  Business response

  05/28/2023

  Good Morning,

   

  Thank you for bringing your experience to our attention. We definitely strive to offer positive patient experiences on each and every Trulieve encounter.
  We have reached out to you several times via phone and were unsuccessful with making contact outside of voicemail. Please give us a call back so that we can work on a solution.  Thank you for choosing Trulieve.

  Customer response

  05/30/2023

  
  Complaint: 20042062
  
  I am rejecting this response because:
  please have trulieve contact me thru my email *********************. they called me about 4 times. first 3 didnt leave message and i thought it was solicitor and blocked the phone number. they did call on a holiday weekend and said they would call back on the message. was waiting all day saturday for them to call back. so please have them contact me thru email.
  Sincerely,
  
  Donald ******

  Business response

  06/14/2023

  Hello Donald

   

  We have communicated with you via email per your request on 6/2/23 and have not received a response.

  We do appreciate you choosing Trulieve as your Medical Dispensary and hope that the resolution we proposed is a satisfying resolution.

   

  Customer response

  06/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20042062, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Donald ******

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted an order on line and then traveled the 35 minutes it took me to go one way. When I arrived at the Inverness store, I waited a few minutes and then my name was called. I was told with the discounts what my price was. I paid for my order and then left. When I got home, I realized my order was incorrect and that the THC capsules they sell looked identical even though one bottle was supposed to be 50 mg per capsule and the other was 10mg per capsule. The labels were placed on the boxes instead of the bottles so putting the bottles side by side shows no difference. Same color, same bottle. And same color capsule. That’s a risk for sure. I also realized what I ordered and what I received was incorrect as well. I called the customer service no help desk and asked how I could tell the difference. Between to the two strengths. The person told me I can’t. I then stated the flower I ordered was incorrect. The no help person proceeded to tell me I did not order what I think I did. I asked him what he was looking at because what I received as confirmation showed the correct items but what I received was not. I asked to speak to a supervisor. He said there wasn’t one. I then asked for his email, he told me he didn’t have one. I wanted the email so I could send him the confirmation they had sent me so he could see I was not the one who made the error. So I recapped for him, you refuse to pass me on to a supervisor, you refuse to give me a corporate office consumer affairs number or someone I could talk to. He then changed his tune and said they have a no abuse policy because I challenged him. The call ended at that point.

  Business response

  05/31/2023

  Good Morning 

   

  Thank you for bringing this issue to our attention.
  We are happy that we were able to speak about your concerns and value your feedback. You gave us a lot to think about as far as future options.
  Thank you for giving us an opportunity to address the issue.
  Thank you for your patience with us as we continue to grow as a company and work on areas of opportunity.
  Thank you for choosing Trulieve.

  Customer response

  06/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20037561, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Sandra *****

• Initial Complaint

  04/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The business offers delivery service for medications. They do not fulfill these orders nor do they deliver or call customers to let them know they will not get delivery, This causes me to go without medication.

  Business response

  05/06/2023

  Good Morning Shaun,

   

  Thank you so much for bringing this issue to our attention.

  We are happy that we were able to speak about your concerns and rectify the issue at hand when contact was made on 5/2/23.

  We thank you so much for your input and patience with us. We do strive to satisfy our patients while building a brand that you can trust. We do offer delivery services for your convenience and understand that the issues addressed work against that convenience.

  We do recognize there is always an opportunity for growth and development and will continue to focus on building positive dynamics throughout all of our Trulieve systems.

  Thank you for your words and for your time.

  Give us some time to work on areas of opportunity.

  Thank you for giving us a chance to correct this.

   

  Tina ****

• Initial Complaint

  04/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 4/18/23 I placed an order. I received an email saying that I would have my order delivered on 4/20/23. To no avail it never happened. I have placed four(4)phone calls to find out why it is taking 5+ days for any kind of response. I was assured that the supervisor of Gainesville Fl store would let me know when I could expect my order, that never happened. All I want is for someone to let me know when I will receive my order. That’s not too much to ask after waiting for an order 5 days ago(with order confirmation) . Trulieve has the WORST CUSTOMER SERVICE EVER. Respectfully Ro*ert * Williston Fl

• Initial Complaint

  04/21/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have placed 4 orders with Trulieve St. Augustine over the last 2 months. My orders have been accepted and I have received a confirmation text then nothing. None of these orders have been delivered. Why does Trulieve continue to take orders for delivery if they have no intention of delivering product due to staff shortages? This appears to be an Unfair Deceptive Acts and Practices (UDAAP) issue. I would like them to STOP taking delivery orders so those of us who need medicine know we must make alternate arrangements versus waiting for them to acknowledge the order beyond the initial automated text. Terrible customer experience when I have had no issues before - even during the pandemic - with their delivery service.

  Business response

  05/30/2023

  Good Morning,

   

  I apologize that this was your experience with Trulieve. Our goal is to provide our patients with great customer service and wonderful experiences, and I am sorry that is not what you described your experience as with us. We are currently working on putting better systems of communication in place. Our patients experiences and feedback are extremely important to us. We have reached out  to you a few times with no luck in reaching you outside of voicemail . Please give us a call back so that we can discuss a solution at 844-878-5438. Thank you for choosing Trulieve we hope to hear from you.

  Customer response

  05/30/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 19965061, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Katherine Logan

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On January 30th, 2023, I placed an online order at Harvest in Cottonwood, AZ. The sales price was $199.41. When I arrived at the dispensary I was told the price was suddenly $322.24. I did not have enough cash and had to drive back to the ****** Credit Union for more. I was acrimonious! This, to me, was a classic bait-and-switch tactic. The manager simply told me I could shop elsewhere. Michele from Harvest contacted me and offered a $15 voucher, for the $123.00 they took from me. That is simply unacceptable! I expect a refund of at least $100. I also own 200 shares of Trulieve stock and will be divesting such stock depending on the outcome of this issue. At ******** they treat their customers much better and I may no longer utilize Harvest for my medical needs. I have included a photo showing both receipts I received for the identical transaction!!!

  Business response

  03/07/2023

  The Customer reached out to the Corporate Inbox for assistance on 2/3/2023. I responded to the Customers complaint on 2/8/2023 offering to submit a ticket to the store for resolution, offered a courtesy discount for the aggravation, and asked for a phone number for his account, so the note could be placed onto his account. On 2/9/2023 the system automatically sent a message to the customer, as we were awaiting his response and the ticket was still open and pending. On 2/10/2023 the Customer stated that the message was blank and to resend. On 2/12/2023 I resent the initial message sent to him from 2/8/2023 with an offer to follow up on a resolution and asking for the phone number associated with his account. On 2/17/2023 The Customer responded that it was a matter of trust and he simply cannot trust the company any longer. He really liked our store but ******** is closer and has better prices. So long! On 2/22/2023 The Customer sent a message stating that he remains acrimonious and have filed a complaint against Trulieve in Quincy, FL, with the Better Business Bureau. I responded on 02/22/203 asking if there was anything we could do to find a resolution. On 2/25/2023 he responded that he could not read my last message. On 2/27/2023 I resent the same message asking ihow we could resolve the issue & would be happy to follow up on this. On 3/7/2023 I reached out to the Customer once again asking if we could assist him with resolution. To date, the Customer has not supplied his phone number or accepted a resolution.

  Customer response

  03/10/2023

  
  Complaint: 19428399
  
  I am rejecting this response because:
  They took over $120 from me then offered a $15 credit. They have completely lost my trust in this business. I will do exactly what the Harvest manager told me, I will take my business elsewhere!
  Sincerely,
  
  Brian ****

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a quarter ounce of The Riddler ground flower a month and a half ago and it was without a doubt, the worst purchase I've ever made in the program. This stinks and tastes very strongly like oregano. The consistency of it is comparable to yellow sand. No effects, oregano taste, drier than sawdust. Reached out to the dispensary for a resolution and was only offered 20% off, despite the minimum sales across almost every dispensary nowadays is about 25%. I still have practically the full jar, around 6 grams of it that is just sitting here in my closet unused. Total waste of money with no resolution.

• Initial Complaint

  07/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sent the following correspondence to Trulieve: As a loyal customer of yours, I am very disappointed with my last visit to your North Port, Florida location on Sunday, July 10th, 2022. I drove 15 miles one way to pick up some of your cultivar collection advertised via my email and posted on your website. Upon checkout, I was told my Disabled Veteran's discount would not apply. I can understand limitations, but I would expect them listed on the advertising you provide. Usually, exceptions are noted on your ads. I would have not taken the trip had I known you would not honor my discount. When told, I asked to speak with the manager hoping that a resolve could be reached. Your manager was short and to the point. There was nothing that could be done as the word came from corporate. When I mentioned the lack of information in your ad, I was told to contact your corporate office. If non-verbal communication could be explained, your manager's answer was short, abrupt, and then, he or she leaned on the back counter with nose up and arms crossed. Apparently, your manager must have missed out on the customer service training.When there are limitations on a sale, and it is not listed on your ad, it boils down to deceptive advertising. Prior to this, a fellow Veteran had stopped doing business with you as well. He told me it was due to the attitude of a member of the North Port staff. He must have run across the same manager!It's a shame, because I really liked your company and even promoted your services to my fellow Veterans. With potential $5,000 a year customers, the little bit of profit you made by not honoring your written word will wind up taking a chunk out of your gross. You may want to consider that with future corporate decisions.

  Business response

  09/29/2022

  Business Response /* (1000, 5, 2022/07/25) */ To Whom it May Concern: In response to a complaint #XXXXXXXX that Trulieve received from the Better Business Bureau, we wanted to provide an update on the customer who had an issue with not honoring a specific Veteran's discount on our Cultivar strains. Trulieve created the TruVet program to help educate veterans on the accessibility and use of medicinal cannabis. Our outreach programs help sponsor veteran non-profits across the nation including financial support, educational seminars, product explanation, and connection with local doctors recommending in the area. As part of this initiative, we established a TruVet Discount Program that provides Veteran's a 20% discount that can be stacked with other programs up to 30% off. Unfortunately, there are a few exceptions to this generous offer, and our completely handcrafted Cultivar Collection is one of those products that isn't included in discounting programs. We spoke to the patient to explain our discount programs and why certain items are not included in the discount program. If you have any additional questions on this matter, please feel free to reach out directly to me at XXX-XXX-XXXX. Thanks, ***** ***** SE Executive Director of Retail Consumer Response /* (3000, 7, 2022/07/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I consider this an unacceptable reply considering the premise of my complaint. Trulieve has every right to attach parameters to their sales; however, one would expect those parameters to be disclosed. Please find below an edited copy of my email correspondence with customer service. You will note that there was no disclaimer concerning the lack of discounts, nor was there any other disclaimer I could find on the website. I do notice disclaimers have been added to the website since my complaint. I appreciate that Trulieve customer service had taken the time to reach out to me, but I still have to wonder how many Veterans were charged 20% more than what was advertised. Also, I'd like to know what; if any, steps were taken to re-train their retail manager in customer service. This could have been taken care of that day with a savvy and logical manager. My last phone call with Trulieve customer service was to request a phone call from the person responding to the BBB complaint, to allow me to explain my concerns. Apparently, ***** did not get the message. Perhaps, after reading the emails, they will promote Meghan Lajeunesse. Solving problems is what customer service is all about. .......................................................... ****** (Trulieve Customer Support) Jul 12, 2022, 12:59 PM EDT Thank you for the information. We do apologize for this situation and appreciate the feedback. Our Cultivar Collection is non-discountable when it is a brand new strain or part of the Daily Deal. Again we apologize for the miscommunication and have informed the location. For this inconvenience, A 10% courtesy discount (stackable with other discounts up to 30%) has been noted in your customer logs for use on a future order and the location has been notified. If there is anything else we can assist you with please reply back to this email communication or you may reach out using our Chat feature or call us via phone at xxx-xxx-xxxx. Thank you for bringing this to our attention. .......................................................... Jul 12, 2022, 6:27 PM EDT ******* On the day I visited, the product had already been absorbed into your regular inventory. Can you show on your advertising or on your website your discount disclaimer about the Cultivar Collection? .......................................................... Meghan ********** (Trulieve Customer Support) Jul 13, 2022, 1:59 PM EDT Thank you so much for bringing this to our attention, and I am very sorry for the treatment that you received at the North Port store, as well as the confusion this may have caused further. I have reached out to my upper management to clarify the exclusions on the Veterans discount, because we have been making some adjustments to our discount exclusions and I wanted to verify if the Cultivar collection was still included in this discount. I have found no official documents stating that it is excluded unless it is specifically on sale via clearance , or some other deal is being applied, which I believe in your case it was not. I am going to make sure that we reach out to that store to clarify this policy, so that this does not happen again in the future. I am also going to do the same with our team here because I see that the previous message may have been contradicting this policy as well. I am very sorry that you received some misinformation from us on this, as I said we have been changing some of these discounts internally and I think this may have caused a bit of confusion, so I apologize for that. I have reached out to my leadership for approval to offer you a 20% stackable discount for this issue, which you can use on Cultivar, and that can be stacked up to 40% off one of your orders. I know this absolutely does not make up for the errors that were made on our part, but I do hope that if you choose to use us again one day for your medical needs, you can use it to get yourself some quality products that help. I want to thank you again for bringing this to our attention, as we strive to provide consistent service to all our patients on a daily basis. If you have any further questions or concerns, please feel free to reach back out via this email, and we would be happy to help. Have a wonderful rest of the week! .......................................................... Jul 14, 2022, 3:06 PM EDT Meghan, Thank you so much for the apology and the future discount. I accept. May I assume the discount will apply at any Trulieve location? Also, I do have to wonder about the peculiar behavior of your staff. After being declined for the discount and asking to speak with the manager, my server went past a fellow employee that was leaning on the back counter. He went into the back room as if to locate the manager, and after a few minutes, came out and whispered in that employee's ear who was still leaning on the counter. That employee then came over and proclaimed to be the manager. I did not notice any name tag. As mentioned in my earlier email, there was no attempt to codify me other than to tell me to contact corporate. Since that employee was there when I was requesting the manager, why didn't that employee come over to me then? If a more thorough explanation of what happened is wanted, corporate is welcome to speak to me on my cell phone. xxx-xxx-xxxx. In fact, I prefer it. Thank you for your help in this matter. .......................................................... Meghan ********** (Trulieve Customer Support) Jul 14, 2022, 3:12 PM EDT Hello ****. I appreciate your response, and the discount has been notated into your notes on our POS so you can use that at any Trulieve location in the state of FL! As for the treatment and misinformation that you received, we are actively looking into this situation to address these issues directly with the staff members involved. We have sent out communication to store and area leadership about this incident to make sure that we provide better service in the future. I am very appreciative of you and your willingness to allow us to make this better. I will absolutely have someone reach out to you via that phone number if we need any additional information from you ! Thank you so much for being a loyal Truliever! Meghan Business Response /* (4000, 9, 2022/07/27) */ To Whom it May Concern: We had an opportunity to personally speak with the patient today and hear his concerns. Having a greater understanding of the situation, we did provide a one-time exemption on a discount to the Cultivar Collection product he desired. We are pleased to have resolved this matter in a satisfactory manner to the patient. If you have any additional questions on this matter, please feel free to reach out directly to me at XXX-XXX-XXXX. Thanks, ***** ***** SE Executive Director of Retail Consumer Response /* (4200, 11, 2022/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sorry, but I'm still upset. If you read the correspondence below, my questions on what steps were taken to instruct their retail managers additional customer service skills was not addressed. They also did not admit they sent a non-disclaimed ad that equates to false advertising. While their future discount is very nice, it does not compensate me for my time and gas. I left a message for ***** *****, SE Executive Director of Retail; however, I have yet to receive a return phone call. I will not ask for additional compensation. I will no longer ask for a phone call from *****. Instead, I would like a written reply to this complaint from Trulieve upper management admitting that an error was made in their advertising, and that they will take additional steps to work on their retail manager's customer service skills. Upon that type of reply, I will be satisfied to close this complaint.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  Truelieve is advertising a 20% off sale on their website. I went to the store to buy some stuff to get this store wide discount. However they then refused to honor it saying the sale was for the previous day. The ad does not say it was only for Tuesday. It doesn't list dates at all. It doesn't say it is only for specific people either. I've attached a screenshot. At face value it says a store wide sale is happening. To not honor that is false advertising and total BS.

  Business response

  07/21/2022

  Business Response /* (1000, 8, 2022/07/19) */ Contact Name and Title: ****** ****, ED, Retail Contact Phone: XXX-XXX-XXXX Contact Email: ***********@trulieve.com To Whom it May Concern: In response to a complaint Trulieve received from the Better Business Bureau, we wanted to provide an update on the Massachusetts customer who had an issue with a promotion at our Northampton, MA dispensary. The customer inquired about a 20% discount we promoted on our social media channels, which was intended for cannabis industry employees. Unfortunately, the promotion was no longer active the day the patient visited the store and he felt it was misleading. To improve clarity, we have now added "industry" in the name of the offer and included start and end dates for our promotions. We spoke with the patient to apologize for the confusion, updated him on the changes we've made to ensure it doesn't happen again, and offered him a 20% discount on a future purchase at the Northampton, MA dispensary. If you have any additional questions on this matter, please feel free to reach me at XXX-XXX-XXXX. Thanks, Teresa **** Executive Director of Retail Consumer Response /* (2000, 10, 2022/07/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I'll accept this response, it's what I wanted from the start. However I do have an issue with their response. They say "he felt it was misleading", which takes the blame off them and makes it an abstract problem, and my own fault. It was misleading. Full stop. The ad did not say for industry employees only and it did not say it was only for that day. I still have the screenshot. Take responsibility for your screw up and don't pass the buck and blame me. By all accounts, that is false and misleading advertising. Second, they say they spoke with me "and offered him a 20% discount on a future purchase". This is a lie. A straight up falsehood. If they offered me the 20% I wouldn't have contacted the BBB, because that's all I wanted to begin with. I'll take that 20% but **** you for lying and AGAIN blaming me. It's ridiculous they keep diverting the blame to me instead of just owning up to their mistake. But that last one where they say they did that already is embarrassing for them and insulting to me.

• Initial Complaint

  06/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On two back-to-back occasions recently and many times in the past, I visited Trulieve in Fernandina Beach and waited for up to an hour each time, only to be told then that the product which was advertised on the web site was not actually in stock. Had they contacted me when they realized this, I might have just come in some other time when they do have what I want to buy. Had it only happened once, I would probably not be so angry. But when they repeatedly waste hours of my time, making me wait in a lobby so crowded that there is standing room only, and then after I do that to try to sell me some other product than the one I had agreed to buy, I feel that this is only a new variation on a classic bait-and-switch scam. The staff seems to think that it's no big deal. I would like to see someone put pressure on Trulieve corporate to fix their long-standing inventory/website problem, and while you're at it, you can ask them to address their staffing issues such that it takes less than an hour to buy $25 worth of their medical product.

  Business response

  07/25/2022

  To Whom it May Concern:
  
  In response to a complaint #19062197 that Trulieve received from the Better Business Bureau, we wanted to provide an update on the Florida customer who had an issue with wait times and inventory issues in Fernandina Beach.
  
  We reached out to the customer to explain that due to circumstances outside our control, it was not our intent to mislead him or make him wait. Trulieve offers an online ordering program allowing the customer to finalize their order prior to coming to the dispensary. The customer will be alerted via text message that the order is ready by no later than 2-hours after placing the order.
  
  Our customer care specialist contacted the patient via phone to better understand her issue and the patient was offered a 10% courtesy discount. If you have any additional questions on this matter, please feel free to reach out directly to me at ************.
  
  Thanks,
  
  ***** *****
  SE Executive Director of Retail
  

  Customer response

  07/27/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Trulieve is misunderstanding me if they think I care about their intentions. What I care about is that their inventory control system is functional, and that their business model does not continually draw me into the store on the promise of purchasing one kind of product, only to be told after 30-45 minute wait that this product is not in inventory, and would I be interested in purchasing something else instead.
  
  Not that I really care, but I was not offered any discount by the person that called me.
  
  And the thing about orders being filled in two hours is pure bull plop. I have placed one order since we spoke - it was still not filled after 16 hours, and no one ever called me about it. When I went into the store the next day, I waited in line 45 minutes to get the product and then drove straight home only to find when I got there that the rosin had obviously been mishandled in shipping or storage. The product melted and the box turned sideways so the liquified contents got all over the inside and was wasted. When I immediately drove back to the store to return the product the hostess insisted that I again wait in line before they would correct the problem. In all it took about an hour and a half and two trips to the dispensary to properly fill the one order. I never did get the strain I ordered on the website because it was all defective, had to be satisfied with my second and third choices.
  
  It's a shame that Trulieve can't get its act together as a company, because the products are usually pretty good. Maybe when there is more competition in the local area the idea of customer service will be restored at the local stores. Right now they have a monopoly within an hour's drive and they act like it, too.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩