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Complaint Details
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Initial Complaint
08/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
(8/31/2022) Cashier #*****; Order number: ******* First time going to Thrive in **********.. while checking out we asked for Military discount and she got kinda snappy asking whose ID would be used because I showed mine and it would be the other person using theirs (was unaware that you had to use the same ID) so I asked for the names to be changed (super simple she just erased the one and put other name) and we showed the military ID and state ID.. when she read the transaction amount I was puzzled because it was more than what we saw on the **** before purchase. Driving home talking about it we both realized she didn’t apply the discount. It’s not so much as she didn’t do what we had asked and she seemed like she was going to? But it is more so that she blatantly did not do it, did not inform us that we could or couldn’t get the discount and then sent us on our way.Business response
09/07/2022
Please see attached for full response.
We will honor their missed discount the next time they come!
Initial Complaint
07/05/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I went to the Metropolis Illinois location and made my purchase on july 3 2022. Upon arriving i entered and was assigned someone to help ordering. This was my first time here and found the experience rushed. The guy showed my the tablets where I was to use to place my order. The in store ordering was just like I would order at home, I was not allowed to see any product before ordering, That should have told me to leave but I drove 350 miles to get there. Even at the checkout I was not able to see/look at what I was getting, they quickly put labels on the products and bag it up stapling closed and you don't get to see what you have until later after you leave. Then they have this policy you can't return or exchange anything. I Ordered a 8th of ****** **** but received Shortbread No way to find this out before leaving. I thought the pre-rolls I ordered were 1 gram each instead I got 2 half gram mini pre-roll of old **** weed. I also ordered a orange dark chocolate edible which turnout to not be dark chocolate. They was no Cocoa percentage that dark chocolate is sold by. It says the serving size is 1 bar. That is a lot for 1 serving. There was no thc amount listed so you don't really know the strength of what you are eating. They are deceptive saying one thing but you don't get what you think you are getting.. Last of all I asked the girl for 1.5 rolling papers and because I couldn't look at them before purchase they ended up NOT being 1.5s but smaller 1.25. I am 100% dissatisfied and disappointed by this experience. Considering the high prices they have you would expect better products and better staff. I wasted 189 bucks there.Business response
07/12/2022
Illinois is regarded as the most highly regulated state in terms of cannabis distribution. At Thrive, we pride ourselves on being compliant with all rules and regulations.Most of the items that Mr. ******** is complaining about are tied to these rules and regulations.All products we sell are lab tested from licensed laboratories within Illinois. All of the products we sell come to us pre-packaged and have safety, child resistant, seals. We cannot open any containers. Some products you can see thru via a clear glass jar, but not all are like this. Some come in white opaque plastic containers and you cannot see or smell the contents. Illinois does not allow us to have open containers of products where people can smell - like other states do such as Colorado, California and Oregon.We assist customers at Kiosks in order to help them with their orders. Once their order is ready, the customer is directed to a cashier who reviews the order to ensure the customer is getting exactly what they asked for. We review their order several times throughout the check out process since we do not offer any returns or exchanges. Every single transaction is recorded and saved for over 90 days on high quality cameras. This can be verified visually.At our store, signage is prominently displayed and on our menu and website, it states very clearly - No Returns or Exchanges.Sealing the bag by stapling it shut is also a requirement by law.[EXTERNAL EMAIL] This message is being sent from outside your organization. DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe.
-----Original Message----- ***** ************** ***************** *** ****** ******** ****************** ***** **** *** ** **** **** ** ******** *** *** ******* **** ****** **********Hello ******,In Illinois - we are mandated to sell products that are pre-packaged from the Cultivator/Grower. We do not package at the dispensary. This is the law in the Illinois. Some growers have containers that you can see through (glass jars). Perhaps you are accustomed to other states where you can smell it and it's weighed out in front of you. It appears this was your first visit to our store.Here is your order that was made at the Kiosk
And this is what you were sold:It appears you received exactly what you ordered.You’ll notice at the top of our website that we have instructions about %’s and seeing the product:All sales are final - no returns or exchanges - once you come inside the store, please verify your order before checking out! We are not perfect, and items (and %'s) on our website may differ. If you choose to buy based on product %'s, please ask to see the container prior to completing the sale. We want you happy!All of the products you purchased have dates on the labels that show when it was packaged and the suggested “use by” date.We also must staple the bag shut so that you are compliant when transporting in your vehicle in Illinois. In the event you were to be pulled over, as long as your bag is stapled shut, the Illinois police will not consider it “an open container”.These are laws and regulations that we adhere to. I’m sorry that you didn’t like your product or the process, but I can assure you that Aeriz and Cresco are quality brands that we sell.Let me know if I can help answer any more questions.Have a great day,***** **Also, all products must have a Barcode label affixed to the container. Product cannot be sold without this label. On the label it states the amount of THC, CBD, etc. as well as, use by dates, package dates and testing dates.Being able to purchase high quality, lab tested cannabis is a privilege that most consumers respect and appreciate. I do believe that I have addressed his complaints in the best way that I can.Here is the link to the State of Illinois *********************************************************************** where many of Thrive's business practices can be validated.Customer response
07/13/2022
Complaint: ********
I am rejecting this response because:
They are using the law to deceive and rip off people. I did not order ShortBread cannabis, I ordered ****** ****, I ordered 1 gram prerolls, I ordered orange DARK CHOCOLATE EDIBLE, I asked for 1.5 rolling papers.I DID NOT GET ANY OF THIS. The law doesn't give them the right to rip people off.
Sincerely,
****** ********
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