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Business Profile

Medical Marijuana Dispensaries

Trulieve, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Medical Marijuana Dispensaries.

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:02/29/2024

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order for medication and was repeatedly lied to by Trulieve employees. My medication order has not been filled and Ive been lied to by multiple employees about when it will be. Im also filing a complaint with the **** due to repeated mistakes, lies, and incompetence by this company.

    Customer Answer

    Date: 02/29/2024

    I received a call from an employee at their ********************* location who stated that the website always gives incorrect information and that it is their policy to contact the customer days later with the accurate information. 

    Business Response

    Date: 03/01/2024

    We apologize for the frustration and inconvenience of this matter. I have spoken with the **************** of the ********************* location regarding this delivery order. The order is on route and will be delivered on 03/02/24. The upper management has also added an extra 10% off the patients order, due to the misinformation provided. They will reach out to confirm the delivery this evening and earlier morning. During this call they will be able to confirm the total cost with the extra discount being taken off. The patient has also been extended a free bottle of capsules by a member of our staff and the account was been notated. I attempted to reach the patient via telephone and left a voicemail. 

  • Initial Complaint

    Date:12/16/2023

    Type:Delivery Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    10/25/23 I ordered a delivery order from Truelieve I was OVERCHARGED BY $10 for a sale item (RSO oil) & OVERCHARGED AGAIN FOR DELIVERY FEE OF $15, EVEN THOUGH SENIOR DELIVERY ORDERS ARE FREE!! IN TOTAL I WAS OVERCHARGED $25.00

  • Initial Complaint

    Date:02/07/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Date of Purchase: 01/20/2023 Amount Paid: $414.45 Order Number: ********** Nature of Dispute: They were having a sale. I got a bunch of various flavors of jelly edibles. 3 of them she told me was a Kiwi flavor however when I got home I saw they were kiwi GREEN APPLE flavor. I am allergic to green apple flavoring (yes its weird. Green apple jolly ranchers literally have put me in the hospital).So naturally I take the edibles back to exchange them for another flavor and Im told that because I bought them on sale that they will only give me the dollar value of what I paid for them so to replace them when the sale is not going on would cost me a extra $30 for the same exact products. Its not like this issue was a fault of my own. I didnt grab the product off the shelf and purchase it. I am not even allowed to hold the product before its sold and dispensed to me. So I cant see that the rep has fed me false information about what I am purchasing until I leave the building. Its complete bs they want to charge me more for exchanging them for the same product in a alternate flavor especially when you take into account that their rep could have freaking killed me had I not seen that she fed me false information during the purchase process. I contacted the customer support via phone, after over an hour on the line and him agreeing with me that they should have exchanged it I was told there was nothing I could do. I contacted the email listed on multiple negative reviews on ****** and they responded saying I was correct and they should have exchanged my product for the same ones regardless of what I paid for them. They asked for my patient if and DOB then completely ghosted me. I sent a dozen emails now with no responses. They have my phone number as well but no call. They refuse to resolve my issue.

    Business Response

    Date: 05/06/2023

    Good Morning ***********,

     

    Thank you for taking the time to speak with ** on 5/3/23.

    We are happy that we were able to offer you a satisfying solution to an issue that should not have occurred, standard exchanges should be a flawless transaction and we apologize that it was not in your experience.

    We really appreciate your understanding and your suggestions on areas of opportunity in our dispensaries.  

    Thank you for accepting our apology and for your continued support.

    We are incorporating informed suggestions into our future goals and appreciate your part in that.

     

     

    *****************

  • Initial Complaint

    Date:10/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on Trulieve's website. At check out, the system asks if you want to apply loyalty points for a 10% discount. I clicked and confirmed, bringing my total down from $120 to $108. My receipt for pick up stated the total clearly at $108.When I arrived at the store to pick up my order, I was told by the rep that I can't use my points because the items that I was purchasing were already on sale. Nowhere on the site did it state this for my order. The system allowed me to add the points for a discount and clearly showed my total. I asked to speak to a manager, but the rep stated that she was the manager. She stated that even though the website lets you add a discount and shows the final price, she would not be able to honor the discount quoted, because her bosses would check and see that she gave me a discount and she would get in trouble. This was her only reason for not honoring the price that was quoted.I explained that changing the price at time of sale seemed like a bait and switch. The manager could offer me no resolution. When prodded she gave me a 10% discount for my next purchase. I removed items to bring the price down for my order.I feel like it's too easy for Trulieve to drive traffic to their stores with false sales and discounts that are then denied at sale.

    Business Response

    Date: 11/17/2022

    We were successful in making contact with the patient, however, they have since relinquished their MMUR card and are no longer in need of our services at this time. 


Trulieve, Inc. is NOT a BBB Accredited Business.

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