ComplaintsforNuEra

• Initial Complaint

  02/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Urbana location has been consistently stealing weed from the jars. Many times I didn't believe the accurate weed was in the jar. When I bought a quarter(7 grams) last week it only weighed 3.1 when I brought it home. This business is nothing but a bunch of thieves who are tampering with product, unsealing sealed jars, in validating the lab tests, selling contaminated product and breaking every bond of trust they have with the community. When I asked the manager what was going on he looked so guilty. I think my jar was pinched multiple times by multiple people. An investigation should be initiated because this is so far from unacceptable. I've contacted nu era and haven't gotten any response back. I've spent over 8000 dollars here and I feel I've really been ripped off by at least a thousand or so. Probably more. I'd like them to refund me and write me an explanation of how this will never happen to anyone else in the future. I'm a medical patient and have been fighting kidney cancer and it's awful what these people are doing. Having the product tested in a lab and sealed is very important to me bc my medication reduces my immune system. These kids don't think it's a big deal but it is.

  Business response

  03/08/2024

  Hello,

  nuEra has thoroughly investigated the complaint, and confirmed that the issue was promptly resolved with a product replacement before the customer's BBB complaint. Further communication with the customer has revealed he was plainly engaging in an attempt to extort the business, and he has been disallowed from visiting nuEra's stores in the future. (An email thread is attached with the contemporaneous details of a store manager's phone conversation with the customer, if helpful).

  Finally, below this message I have included our COO's synopsis of the event, if helpful to list as a response to the complaint.

  Please feel free to reach me directly at ************ with any questions. Have a nice weekend!

  ****

  ===

  We at nuEra take the concerns and feedback of our customers very seriously, especially when it involves the quality and integrity of our products. We want to publicly address the review posted by this customer regarding their recent experience at our Urbana location.

  
  Immediate Resolution: On the day of the purchase in question, the customer returned to our store with their concerns, and we promptly addressed the issue by replacing the product in question immediately. Our priority is to ensure that every customer leaves our store satisfied and confident in the quality of their purchase.

  
  Follow-Up Communication: In addition to resolving the issue in-store, we made an effort to reach out to the customer via phone to discuss their concerns further. It's important to note that our records reflect that the customer had never reported similar issues in the past, and the accusations made about our employees and other customers are unfounded and not reflective of our business ethics and operations.

  
  Regulatory Compliance and Operations: Dispensary operations are highly regulated, with extensive oversight to ensure compliance with all state laws and regulations. Every aspect of our operation, including the handling of products, is recorded on cameras, with footage available to state police for any necessary review. Additionally, the packing of products does not occur at our dispensary but rather at the cultivators' facilities, under strict regulatory standards.

  
  Lastly, we want to remind our customers that the shop that this customer recommends is not a licensed cannabis dispensary in Illinois, and not subject to the strict safety standards and regulations followed by all nuEra operations.

  
  We are committed to maintaining a transparent, safe, and trustworthy environment for our customers and the community. We invite anyone with concerns or questions about our operations to reach out directly so we can address them promptly and thoroughly.

  Customer response

  03/11/2024

   I am rejecting this response because:
  
  nuEra maintains they fired their original manager because of all the theft and impropertary. I am simply asking to be made whole after being stolen from time and time again.

  The notion I am attempting to extort this business is patently false. The truth is, this business has ripped me off and several people and instead of doing the right thing, they actually banned me from their store for no reason.

  If the weight would have added up I would not have had a problem.

  In the owners response, they also did not address the glaring medical problems with selling contaminated product. They continue to hide behind their language and processes and keep telling me how this could never happen, but it did and I just don't feel like I am getting any real answers. The response seems lackluster and dismissive. 

  I wonder if nuEra treats all the problems they have in this way. They could be worried I'll find more underweight product and are scared of me exposing them. I care about my community and will do everything in my power to make this right.

   

  ****

• Initial Complaint

  06/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/11/23 I placed an online preorder for a product at the Urbana nuera location. The price on the website was $35. When I went to to pick it up the merchant said the price was $50. I questioned the clerk but I didn’t have my phone on me to back up my inquiry: I was informed that the price was 50$. I assumed I must have made a mistake and went ahead with the purchase. When I got back to my car I looked on my phone and confirmed that they had advertised a $35 price. I took a screenshot. I went back inside and presented my Drivers license and medical ID and questioned the clerk taking ID’s. She informed me that I must be wrong. I left in a hurry upset by this and forgot to retrieve my ID and drivers license. When I realized my mistake leaving my identification behind I called the store to enquirer about it. I was informed they would check “real quick”. After 25 minutes on hold I called back twice and was hung up on both times. I called again today(6/16) and was again left on hold. The price issue seems like consumer fraud plus horrible customer service and communication. The identification issue seems like retaliation for complaining and possibly a bigger issue.

  Business response

  06/16/2023

  Please review the attached correspondence with the district manager in charge of our Urbana store. I believe we have resolved the issue, which was a mistake in fulfillment between two similar SKUs. The customer has been credited for the difference and the manager received positive feedback. Please let me know if I can assist further, and thank you for bringing the issue to our attention.

  Customer response

  06/19/2023

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

*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. ↩