Complaints

• Initial Complaint

  02/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I like insa and don't want to be alienated from there stores. I have been following their web site daily and the price of this products has been 240/oz for weeks. No special just everyday price. Last week i get email with specials on it again. The ordering web site showed that the price is reduced when buying quanityies.Just like it had been for weeks before the advertised special. BUT there was a added sign on the bottom left corner that said the special discount will not come off until the checkout. And a sigh thru out the web that shows there products on special. Hopefully you get my order form, it shows exactly what it always says when i buy products that are not on special.EXCECPT it says its on special, like it should but I didn't get discount at the register. The manager *****************, tried to tell me that there is no special. That sign just reflects the discount when buying bulk. That's not true. THEY CANT PUT IN ADD IN SAYING SOMETHING ON SALE WHEN THE ALL THERE DOING IS SHOWING SOMETHING THAT THEY DISCOUNT ALL THE ***** Look at the web than order a product on special,See what happens. I wait for these specials to go to insa, which has the best products. I have a problem using computers so i hope i can download these files for you . I did have an occasion where i had to email my receipts. We will see. I have receipt from saturday My cost was not discounted. I wanted to buy more but not sure about the price. Its a long ride, the specials make it worth it.Lets not forget to need to ask for a manager and than get told c*** It embarrassing in front of the whole store. Am I wrong? Maybe I don't understand the ad.

  Business response

  03/20/2024

  To Whom It May *********************** response to Mr. ********************** claim, we will not be honoring an extra 25% off. The picture ************ has shared does explain this is not a different offer, it is the evergreen offer we have available at our store. In regard to the discount only being reflected in the cart, this is only applicable when there are multiple tiers in a customer's cart and is also specified in the image attached.

  Respectfully,

   

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

  Customer Relations

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

   

• Initial Complaint

  11/27/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On October 16 I Received a email coupon from insa that had 20% of with a code. I went to insa a few days later(still within the time frame of the coupon) and I was told by the counter that they never heard of it. I asked to speak to the manager, Richard L. Who HAD heard of the coupon. Although he and the managers did know about the coupon he wasn't going to accept it. He said it was sent by mistake, Shouldn't have gotten it. It isn't valid. After I complained and explained he did accept the coupon. I was satisficed and happy. Than I received the second very specific email. It said get extra 30% off on top of their offer. VERY SPECIFIC. The dates on the new coupon where changed to meet the new mouth. I went to insa and the same thing happened. I went just because of the saving. To me this is FALSE ADVERTISIVING. Everyone in the store agreed with me but Richard, Who again refused the coupon. After explaining that I was going to investigate this, he finally called his boss and accepted the coupon. He made it quite clear that he wouldn't accept any more coupons from me. Its not fair I drive to insa and have to fight to get the coupon that they sent me. I hope I can send you the emails. I have them and will try. Richard made me feel ashamed to try use coupon. I wasn't ready to defend an email coupon in public. I was certainly embarrassed and I'm afraid to try to use coupon again anywhere.

  Business response

  12/01/2023

  Please accept this letter as our formal response to the complaint filed by **********************  We appreciate the opportunity to present the events that we were able to document.  Furthermore, we have been in contact with ************ directly and are of the understanding that we have been able to provide him with a better understanding of why the situation occurred as it did and offered him a gesture of our appreciation for bringing this matter to our attention.

   

  ************ has previously shopped at our dispensary at *************** in ***********, *************.  During this time, he provided his email address to Insa and requested the email be included on a listserv to receive information on specials, discounts, and new releases.  Recently, Insa has initiated contact with former customers who have not recently visited one of our locations and provided an additional incentive to return to any of our locations.  ************ was among those that received this communication.

   

  The existence of the additional discount was communicated to the retail staff at all locations.  Unfortunately, concurrent with the incentive to return to Insa, recent changes have been made to our discount policies.  An overlap in these communications led to confusion among staff and the marketing department on the terms and conditions of this particular discount as well as the an absence of the fine print on the offers that have previously been communicated to lapsed customers.

   

  After we have become aware of this situation, communications have been sent to all retail locations directing them to honor these discounts as they are presented.  Furthermore, our Marketing Department has received upcoming communications and will ensure that the intended nature of the discount as a one-time only offer is clearly spelled out going forward.  As stated earlier, we have been in contact with ************ with an offer that recognizes the time, effort and stress that our unclear communications have created.

   

  At this time, we feel the matter has been resolved in a mutually beneficial manner.  Again, thank you for bringing this to our attention and allowing us the opportunity to address it with the customer directly.

   

  Please feel free to contact me if you have any additional questions regarding this matter.

  Customer response

  12/01/2023

   
  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.
  
  Sincerely,
  
  *********************

*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. ↩