ComplaintsforZenleaf

• Initial Complaint

  05/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In April 2023 (I don't remember the exact date), I shopped at the ******** location in *********, ** and purchased four Verano disposable vape cartridges. The cartridges cost $36 plus tax each and I paid cash. The first two cartridges worked fine, but not the third and fourth. The third one stopped working with half of the oil still in the cartridge, and the fourth one never worked at all.It was frustrating that the third cartridge stopped working while only halfway used, but when the fourth one didn't work right out of the packaging, it was unacceptable. I contacted Zen Leaf the day after I discovered this, on May 11, but was told there was nothing they could do except supply me with an email address to pursue my complaint with their customer support department. The store rep said that customer support may be able to issue me a credit. I emailed customer support, only to receive a response saying that they won't help me. They wrote "Unfortunately, we are not able to proceed with a possible replacement or credit due to the timeframe. We will allow you to bring back defective vapes for the first two weeks after purchase so we can troubleshoot and investigate any possible issues. Since it has been a month, we would not be able to assist you further."My problem with their response is that the two week timeframe they mention was never communicated to me during the purchase process, only after it was too late. And the vapes in question both have stickers on the packaging that show the use by date as 9/2/23. Had they informed me of the two week window at the time of purchase, I would have tested them. But I have purchased at least 10 of these vapes from them previously and never had an issue until now, so I had no reason to think I needed to do that.I don't understand how they can sell me a defective product (that is supposed to be good to 9/2023) and then say sorry, I didn't report the problem fast enough.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Bought a few times from this placed. I preordered today early, showed up early and they didn't have it, even though website said they had stock. The manager on staff, Sat came by and said there is no customer service i can provide to I dont know what to say to you. I said since you didnt have what i want can i return it, which was a **** no. After expressing frustration and while not cursing or anything inappropriate, but I was yelling. The customer to my left said to me "F:$&k you" to which I responded in kind (I said F$&k you, this isnt your conversation) to defend myself. Then the manager *** had 4 staff behind him watching and glaring at me, a customer to my right cursing me out and the 2 customers to my right was saying wow youre an as****e and i saw a security guard at the end of the counter to my right staring at me. 9 people vs me? All i wanted was what I preordered. Then manager *** said after I responded the same way customer said to me manager *** said "now you're abusing customers you have to leave." I left, called customer service and they said i can only go back the store immediately and they would nicely resolve the issue but i had to go back immediately. I told customer service I didn't feel comfortable because they are upset and that I wanted perhaps police or someone to be with me as i was scared, but I went anyways despite my reservations. When I got there, Assistant General Manager, ****, wouldn't let me in the building, said "how dare you say you're calling the police because you're scared. You are banned and if you don't leave now I will call the police and have them physically remove you for trespassing." While saying no security was present. I am 100 lbs, I was scared their security or police would forcibly removed, so then afterwards when I walked away I ******************* talking to staff laughing at me. They threatened my safety, and threatening police and security.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  hi ive been going to this business for over 4 months and they are supposed to tell you about the point system on the first transaction. They never told me i overheard a different customer being told about this. They keep track of your orders and they simply will not give me the points that are owed to me. i spoke with a manager at the store and told me that it is in fact the employees job to tell the patients about this however no one told me.

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