ComplaintsforTrulieve, Inc.

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order on 5/21 around 1am. Order was confirmed. Order was to be delivered 5/22. No one called me about the delivery. I call to check status at noon and was told a message to leadership was being sent and they would contact me. I received no call back. Called again to check status nothing. I called back at 3:30 and demanded to speak to a manager. I was told they tried to call me earlier, which I have no evidence from (not on my call log). I was also told that I was re-routed to 5/23. I ordered the medicine so it would be here the day it ran out. And also why couldn't the representative at noon told me this information and it could have been corrected then. But here I am with no medicine.

  Business response

  05/24/2024

  We appreciate the feedback and apologize for any inconvenience this may have caused. We have spoken with the patient and offered resolutions he agreed with. Please let us know if you have any further questions regarding this matter. 

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am very disappointed in Trulieve as I have been told time and time again that I cant use my reward points as they are not set up to accept the rewards at this time. They have told me a few dates that it's supposed to start being honored but when I went on chat earlier to find out why my points had dropped from over 1300 points to 855, they told me that the rewards points are removed after 6 months. I do have a problem with this as I have continually been told that i cant use the points yet but you all can remove my points before they can be used. I'm sorry but this is very deceptive. Please contact me and let me know what we can do to resolve this. Ricky ******

  Business response

  04/26/2024

  We apologize for the frustration and have reached out to the patient via the number provided. We appreciate the feedback and would like to discuss the matter further. We ask to please return our call to 844-878-5438, for further assistance regarding this matter. 

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21609475, and find that this resolution is satisfactory to me as they have corrected the issue
  
  Sincerely,
  
  Ricky ******

• Initial Complaint

  03/29/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 29th 2024 at around 1pm, Trulieve south Kissimmee location advertised a sale on products with no small print stating there are exclusions. So I place an order online only to arrive at the location and get told the items selected were excluded from the sale and refused to sale the product at the advertised sale price. The person working couldn't produce anything to show exclusions other than her word. This place also places items “on sale” so other discounts like Veterans or senior citizen discounts don’t apply only for the “sale” price to never change back to the original price. So a fake “sale”

  Business response

  03/29/2024

  We do apologize for any frustration this may have caused. We have reached out to the patient and left a voicemail. We will attempt to contact We ask that the patient please reach out to us at the Customer Support Center at 1-************, so that we may assist you in resolving this matter. 

• Initial Complaint

  03/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an delivery order for my medication. I ordered on 3/21 in the morning and was told it would be delivered Saturday 3-23-24. Saturday afternoon came and I called to ask about the delivery. Was put on hold and told they had an issue with the delivery center or some nonsense and it would be delivered the next day. Sunday came around and I again called them to find out where my delivery was. I was then told they do not deliver on Sunday or Monday, even though on Sunday i was told they would deliver Monday. Clearly just jerking me around. I spoke to a very condescending manager by the name of aria, who at first refused to give me her supervisors name. I asked for her direct supervisor multiple times before she finally told me the name of the manager. I was told he would call me back within the hour and of course not a word from him. Now keep in mind i have not received one phone call from them letting me know about the delays. The only correspondence with them was be waiting for 15 min multiple times to speak to someone. At this point on Tues 3-26-24 I spoke to a manager by the name of Lee who assured me it was going to be delivered and that her big bosses were already on it and would make sure to take care of me. I had told them 5x on their recorded calls, that will be pulled when i file further complaints with the state. In the meantime my Dr recommendation is set to expire on the 28th. How can a company that is responsible to provide my meds be so careless and unprofessional is beyond me. In the meantime it has been 7 DAYS since i originally ordered. Now again while writing this complaint I have been on hold 16 min so far and still no one is dealing with this problem. This is no acceptable and they need to be held accountable. I told Lee i was going to start filing formal complaints if they did not deliver and she told me if i was threatening them with actions they would hang up the call. Since all calls are recorded the state attorney will be notified too

  Business response

  03/27/2024

  We have reached out to the patient and spoken with Upper Management to rectify this situation. The patient will receive his order tomorrow with phone call resolution from Upper Management. We do apologize for the inconvenience and frustration this has caused. Please let us know if there is anything further, we can do to assist the patient. 

• Initial Complaint

  03/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I am a sufferer of chronic pain, I ordered my medication from Trulieve on this past Thursday for Friday delivery, I was called and they moved it to Saturday. Saturday comes and again they call and lied to me ( I was later informed by the driver that the manager canceled the delivery) so they said they would deliver Sunday… okay. No delivery Sunday I was called and basically told they couldn’t deliver. Ok I chat with customer service again to no avail. I email the CEO with my issue and no response. I set up another delivery for today, Wednesday and you guessed it the driver called and told me the manager cancelled the delivery again. Called the corporate number listed but no one answers the phones and I left a message. Trulieve is not operating as a pharmacy and is not providing the services as required. Sincerely Philip E *********

  Business response

  03/20/2024

  Upon receiving this complaint, the location was contacted. Arrangements have been made for the patient to receive his order with an extra discount applied for the frustration this has caused. The patient was contacted by us, and feedback was sent to Upper Management. We apologize for the inconvenience and want to ensure that all concerns are heard and addressed. 

  Customer response

  03/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21459385, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Philip *********

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I pulled up to the establishment at 8:15 and The door was already locked. I placed the order for pick up and was not able to get in. The door states that they close at 8:30

  Business response

  02/27/2024

  We apologize for the inconvenience this may have caused. We are happy to investigate this further and ensure the feedback is sent to Upper Management. We will need some additional information from the patient to do so. We ask that he call our Customer Support Center to place a formal complaint at ************.

• Initial Complaint

  02/16/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I tried twice to get the business to honor an online advertised sale price, which is why I placed the order - twice - and twice visited the store to retrieve the order. I believe this is a textbook definition of "false advertising": False advertisement is untrue or misleading information given to you to get you to buy something, or to come visit their store. Even further, I called Customer Service, over a week ago, and they confirmed the sales price exists, but they also would not honor the sale price, and they did not fix the issue on the website - so the sales price still exists, as of this writing, for all to see. Simply put, I do not think that is fair - and I think the business should honor all advertised pricing. It is their job to monitor such things, as that is not the responsibility of the general public, which is why there are laws against such practices. The item in question is: Indica Khalifa Kush Khalifa Kush - Whole Flower 3.5G $40.00 Location: Port Orange, FL In short, the business will not honor the advertised $40 sale price - and I think it should.

  Business response

  02/16/2024

  We apologize for the inconvenience and frustration this may have caused. I have attempted to contact the patient via telephone at the number provided and a voicemail was left. After speaking with the Port Orange locations Managment team, we will be honoring the sale price of $40 for the Khalifa Kush 3.5g Flower he wished to purchase. The patient's account has been notated to reflect this sale price honor.  We appreciate your feedback and will use this information to better our customer service going forward. 

  Customer response

  02/20/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21302459, and find that this resolution is satisfactory to me. In fact, I found the response to be quite reasonable and fair.
  
  Sincerely,
  
  George ********

• Initial Complaint

  01/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This complaint pertains to Trulive Fl. The web-site advertises a product for $27/7G this indicates that the price is $27 for 7 grams of medical marijuana. When the products are sent to the dispensary it post that the product is $27/3.5 grams. Trulive states that it is a glitch and they will not honor orders. I find this to be a very deceptive practice. Exp. If a product is marked wrong buy any box store, the store honors the price on the product. I find that this is nothing but a bait and switch marking scam!

  Business response

  01/26/2024

  We do apologize for the inconvenience. This was a website error/glitch, and it has been addressed and fixed. For the frustrating experience, we are placing a 15% Courtesy Discount to the patient's account. We appreciate the feedback and want to ensure the patients voice is heard. 

  Customer response

  01/29/2024

  
  Complaint: 21185157
  
  I am rejecting this response because: Trulive has not taken down the prices. I still feel this is a bait and switch scam. They Advertise $27.00
  / 7g then when you get to the store they claim glich and charge twice the price. I understand if this was a one time or even one time for a week. however the same prices are up as of today 0!/29 2024. They need to be held accountable. 
  
  Sincerely,
  
  Alfred ******

  Business response

  01/30/2024

  We are diligently working with the website developers to correct this issue. We do apologize for the inconvenience caused; at this time, we are only offering the 15% discount resolution. This discount has been placed on the patient's account. 

  Customer response

  01/30/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21185157, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Alfred ******

• Initial Complaint

  01/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  As of today (1-16-24) at 12:22 PM the store is still closed. They are having a deal today that I cant take advantage of because the doors are locked. They did send out a text message saying that some stores might open up as late as 11:00 or 12:00 and that only one store will be closed, however the text they sent out DID NOT include the Weston WV store therefore it should be open. I understand there is some inclement weather however if a gambling house can open up its doors at 6am next door to a medical marijuana dispensary, trulieve has no excuse to be closed other than laziness. Me and about 20 other customers are standing outside currently waiting to get in all having wasted our gas to get here and our time. Also the store is always understaffed. Both instances have reoccurred multiple times so now I'm putting in my complaint officially. I won't be able to get my time or wasted gas back. This needs to stop happening, do better trulieve!

  Business response

  01/22/2024

  We appreciate the feedback and have forwarded this information and request to the Head of our West Virginia BBB complaints. They will reach out to the patient with a resolution. 

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Blessings to all. i suffer from severe anxiety and try to get in and out of public places without conflict to avoid having a panic attack at my or the establishments earliest convience. As normal operations per Trulieve, they normally take the first walk-in as well as the first checked in online order. Today, while visting Trulieve Cape Coral two female employees who came to the door to enter rang a bell that obviously did not work and when no one responded instead of knocking, they walked back to their vehicle which caused them to be late to work as well Trulieve opening the doors at 9am. I was the first person in line and waited for the doors to finally be opened 5 mins after 9 when the staff decided to skip the normal procedure of taking 1:1 patients (1 walk in/1 online checked in) they instead took 5-6 patients that checked in once they realized that it was past 9am and the doors still hadn't been opened. At this point my anxiety is starting to flare up as several people that were in line were all discussing how unfortunate it was to continue being skipped over because we didn't "check in online". Finally I get called and as I approach the counter and began to tell the rep how it was crazy being skipped over as several people all went before us as the young man who opened the door took our id's as if we were in line of order in which it was not. Immediately I am verbally attacked by the employee "kat" who yells at me while helping another customer that If i didn't like it that i could just leave as both ladies claim that their actions are normal practice. (to open the doors late and only process the checked in online orders) If this is the case then the entire staff today at Cape coral Trulieve needs to be retrained as well as a sensitivity training because her attacking me cause me a panic attack that questions my ability to return back to that establishment especially in need of meds. Why am I suffering for their poor decisions and lack of training?

  Business response

  01/12/2024

  We appreciate your feedback and apologize for the egregious experience the patient encountered. This matter has been brought to the attention of our Upper Management of the Cape Coral location and they will be reaching out to the patient with resolution. 

  Customer response

  01/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21125324, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Deshawn *********

*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. ↩