ComplaintsforSurterra Wellness

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2/6/24 Approx 2:00PM EST Paid $60.00 I placed an order for 4 cartriges. 3 of the 4 were clogging and not working halfway down.I called and I was advised I can take it to the store and get them exchanged for something different, or get a store credit. The store manager advised me because one of the four was not opened, I would have to try it before they can do an exchange. I tried it, it didn't even make it half way down before it started clogging and not working. I followed the instructions of this dispensary. I went into the store2/6/24 Approx 2:00PM EST. The manager, ******, did not want to assist in any way. Kept repeating himself and wanted me to accept a $20 credit, rather than to exchange the product or give me the correct dollar amount for what it's was worth. The second manager very disrespectful, speaking over me and kept telling me have a great day, ******* me out of the store. I called the customer service line, and I spoke to a supervisor named ****. On a recorded line, **** advised me that if a product is clogged and you take it into their store, they do not have to exchange it. If it's damaged, they can just give you whatever credit they want. It's their choice. This is unacceptable. You cannot sell faulty products and expect people to pay for them. You also can't tell a customer if there's an issue with the product, you will exchange it or refund it. And then when the customer gets to the store, they're treated terribly.No logical attempt was made to resolve this issue, speaking with both the store department and the customer service Department at ************. I asked to speak to the regional manager. I was told I'm only allowed to have his first name, which is **** and no other. information was given. You cannot sell faulty items, Give instructions to the customer on how to resolve the issue. And when the customer goes into the store, they're treated very, very poorly.The store manager offered me a $20 credit instead of exchanging the product or refund. or refunding what I paid for it.

  Business response

  02/14/2024

  Customer contacted, complaint resolved.

• Initial Complaint

  08/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I called and placed an order at ***************:00 on Tuesday and they took my order and I asked the gentleman if they were open normal business hours he said yes and he told me the amount of my order my order was completed I received no other communications from the company they usually send the confirmation that the order was filled etc etc I received absolutely nothing. I go down there approximately 5:00 in the afternoon which is three and a half hours before they normally close and there was a sign on the door that said they had closed at 2:00 due to the hurricane and most people didn't close until the next day they chose that day and they closed at 2:00 and I'm sure the decision was made well before 12:50 in the afternoon so that they're you know phone staff would be fully aware that you know certain locations were closing early and would provide the information to the clients I would have been able to get to the location before 2:00 to get my order had I been informed on the phone by the the person operating the phone lines. And I have tried to call and speak to a supervisor several times on the same number that I placed the order on they have given me the runaround telling me that they can't live transfer calls and the supervisor would get back to me this is almost 36 hours later and no call backs no emails no nothing I think they're doing poor business I don't you know care if there's a hurricane or not you still need to do business the right way and I feel very slighted and feel that they acted in an extremely unprofessional way with regarding the hurricane closer and they are still acting in a very unprofessional manner by not contacting me to follow up with this complaint

  Business response

  09/01/2023

  This was resolved with the customer on the phone prior to receiving this BBB complaint. We discussed the gap in our communication and offered a discount for the miscommunication. We always want to ensure our communication is clear and our customers concerns are resolved in a timely manner.

• Initial Complaint

  12/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered and paid for high THC flower my medical condition is such that only high 26% and above I recieved something that looked like tiny little leaves I ordered 1/2 ounce of this it costs me 160$ I immediately called customer service and was told to return it I returned to the store and they would not accept it they said they would credit me the 160$ but they have no high THC flower to give me I requested a refund once more and told absolutely not so I am out 160$ with no recourse this happened on December 10 2022 I again tried on the 15th to try to resolve this with no success I would like my money refunded I am worried that if I get any more flower from them I will have the same problem also they are distorting my prescription by giving me unusable medicine and reporting to the state that I was prescribed the correct meds

  Business response

  12/19/2022

  ***************** ,

  
  Thank you for taking the time to bring to our attention the difficulties you have been experiencing with our product and services.  We apologize that our product was not up to your expectations and we are sorry for any inconvenience this might have caused you. At Surterra Wellness, customer satisfaction is our top priority, and a cash refund of $160 was given on December 15th, 2022 at our ************ Park location for the dissatisfied flower. 

  
  Our goal is to continue to improve quality product and service with feedback provided. We thank you for being a valued customer and we hope to serve you better.

  
  Surterra Wellness 

• Initial Complaint

  03/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Placed order online. I arrived at Surterra to pay and pick-up my order. After the customer service rep scanned my phone for payment I was notified via text I was charged 40% more than my online order states. I show the customer service rep the error he proceeds to get his "manager" Jose (turns out Jose is not the manager he is an assistant). Jose does not apologize or for his employee's error, just states "best I can do chief is in store credit" I explained that was not sufficient, he then took my purchased products with him to a back room and simply made me wait for no reason. Eventually I told another employee I need my purchase so I can leave as I was calling Surterra customer support to resolve the issue since Jose seemed less than interested in fixing their mistake. They failed to do so, eventually I told them I would call emergency services if they didn't return my items etc. Jose was not working on a correction he was just waiting for me to get impatient and leave. After arriving home a supervisor from Surterra called and I was assured I would be refunded my total amount and that they were sorry for my experience and inconvenience, this call was made to me 3/15/2022 around 6 PM. On the 17th (2 days past the date promised for refund) the $85 charge is still showing on my account I call their customer support for resolution, I'm told I will get a call back from a manager. Nobody returns my call. Today at 1:39 I get a call from a blocked caller ID, it's Alyssa the Boynton Beach manager, makes somewhat of an apology for the delay and asks how I can help, I explain I was expecting a refund, she stops me and says that's impossible that she only approved ONLY an in-store credit today and that I must be lying? After further insinuating that they did nothing wrong and that I'm being "impatient".

  Business response

  04/19/2022

  Business Response /* (1000, 5, 2022/04/01) */ 1. Apology email sent to ****** from Derrick R. 2. Check requested to be mailed to ****** submitted. Mailing him $42.50 (50% of the total purchase). This is 10% more than he was overcharged as an added thanks for his patience. 3. VP of Retail contacted ****** on behalf of "the company".

*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. ↩