Complaints

• Initial Complaint

  10/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I tried to utilize the coupon code of FLWLCMBK60 on 10/10/24 from an online email offer. I received an email that appeared to be a win back email. In fact, it says that. When you put in the coupon, it even comes up a win back code. I tried to explain this to the manager. And I explained if this happened to me it probably is affecting other customers, and she needs to look into it. The manager said this order ******************************************************************* fact, she said she would lose her job if she honored it. However, shouldnt she honor it and contact her manager to remove or fix the coupon code? I have a copy of the email that shows the price I 11 Oct 2024 In-Store pickup Curaleaf ************************* ********************************************************************************************** My request is to honor transaction in that order please. Also I never requested order ***** to cancel only change to delivery.I paid cash ***** For half the amount of product. Although it does not show on my account *********** can see the reason for confusion in my screenshot. I am requesting a refund for what I paid in cash at $63.54 Or in lieu of a $50 credit would be acceptable. Id also like confirmation that they fix the issue with that coupon code.

  Business response

  10/12/2024

  We are very sorry to hear about your experience and someone will be in contact with you shortly to resolve the issue. 

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/19/24, I purchased ~3000mg of product [at the ************, ** location] that was sublingual in nature (RSO), which Curaleaf erroneously dispensed under "Inhalation". I had noticed this mistake online via the Florida MMJ Registry, just prior to my next purchase on 8/29/24. With that, my dispensable Inhalation credit was erroneously reduced to ~3000mg. That said, during my next visit to this location on 8/29, I was rudely lectured by **** that I barely had enough allotment within Inhalation to purchase a ~350mg cartridge (Note that at this time I had over 3000mg allotment within Inhalation, just verified in the Registry, which I tried to explain and was immediately shut down - this was later verified by a manager). **** was very misleading, argumentative, and dismissive. In fact, I was taken off guard by how aggressive she was. I felt so uncomfortable I wanted to leave, but decided to ask to be escalated to management as I needed to sort out their distribution mistake, which she threw an even bigger scene. At this point I felt VERY uncomfortable, and stepped out of the way to avoid further confrontation. When working with the manager to resolve their mistake, **** kept aggressively interjecting from across the entire dispensary. Given ****'s poor service and overtly aggressive behavior, I felt like this made a troubling situation so much worse (and confusing, unsure why the aggression). As this was an active situation taking place, I explained my experience with **** up to this point with the manager (in an attempt to stop this madness), who only acknowledged the situation and did nothing at the time to deescalate her. I have been exclusively shopping here for over two years, spending roughly $400 monthly, and never been treated disrespectfully whatsoever, however, now I will now have to take my business, and my positive recommendations, elsewhere, where customers are treated with respect and can count on accuracy around the distribution of regulated substances.

  Business response

  08/30/2024

  We are so sorry that you had a poor experience with your most recent visit.  The Regional Director will be reaching out to you to make sure that this is cleared up. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 4/24 I received an email from Curaleaf saying their 420 sale is extended and everything in the store is 60% off There was no exclusions in the ad So I spent about an hour researching which vapes would work best for me and put in an order for 2- find brand vape cartridges and one eighth of flower vapes were originally $70 each and should have been $28 each When I arrived at store they tried to charge me $35 each ( which is only 40% off) I showed them the ad in the email I received and asked them to show me where the Find cartridges were excluded from the everything sale They looked and could not find any exclusions but told me the Find cartridges were NOT included in the 60% off EVERYTHING sale! Find brand flower was though! Go figure!!! Anyway, I asked them to honor the 60% off since I drove 40 minutes to get there and am a 100% disabled veteran and they refused, but wanted to sell me alternate brand and strength cartridges I didnt even have time to research if theyd be good for my ailments I was astonished at how easily they tried to alter my meds on their own Anyway, bottom line is they refused me the discount and I returned home with nothing , having to make another trip to a dispensary to get my meds at an advertised price I wasted half a day for this and require a satisfactory explanation of why I wasnt afforded the sale price during my visit????? Also time and gas money wasted to even go there from ****** Fl to the ********* Curaleaf location Why also, after half a dozen letters to customer service I wasnt afforded the courtesy of ANY REPLY at all when it says on their site within a few days I would be contacted???? They are now just IGNORING me This is the most unprofessional customer service I have ever experienced And for NO reason! It was supposed to be 60% off all day long! I can upload the Curaleaf ad showing all is 60% off with no exclusions if Curaleaf wants to deny any of this My nerves have had it at this point

  Business response

  05/03/2024

  We are very sorry to hear about your experience and we will be reaching out to you directly. 

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I visited Curaleaf, ********************************* store, on 4/5/24 for medication. The clerk did not return my ID. I called them as soon as I got ******** was assured they would hold my ID in their safe until the next time. I went back to the dispensary on 4/20 and my ID was not there. One girl said she saw it in their safe, another girl said "security" picked it up and they all started arguing and contradicting each other. I was told they would call me in 2 to 3 days to advise on my ID s whereabouts. 5 days later, no call, no ID. The store is run horribly, no one knows the procedure, they are areless and very unprofessional. At this point, I may have to report that my ID was stolen, and have this treated as a theft. I am extremely concerned that my ID may get compromised.

  Business response

  04/24/2024

  We are very sorry to hear about this situation-we will make sure someone reaches out to you as soon as possible. 

  Customer response

  04/24/2024

   
  Complaint: 21618103
  
  I am rejecting this response because: Curaleaf has consistently made promises that it does not honor. 1) I was advised that my ID (that ******************** failed to return to me)  would be kept in their safe until I was able to return to the dispensary. It was not kept in their safe and apparently was picked up by security (?). 2) My ID is far from "safe" as no one in the store can say exactly where it is. 3) I was told by the manager they would call me in 2 to 3 days, and NOT to call them. That was 5 days ago and no contact from dispensary. Therefore, I  do not accept any representations made by this business, nor do I have any faith they will actually resolve anything. Their one sentence response is insufficient and completely lacking.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I made a purchase 1/31/2024. Their POS machine was timing out during transactions. I was told it was not debiting my account. It did indeed take money out of my account. The transaction was run 3 times for $63. I was credited $63 one time. I called the store and they told me they would look at it and maybe give me store credit. But the charge would fall off. I have contacted my bank daily- nothing is pending. I have emailed Curalef customer serivce 3 times with no response. I would like my $63 refunded. Immediately- I am already a week into this.

  Customer response

  02/06/2024

  Hello- that was ************ store of Curaleaf. When I chose ******** on the drop down menu it defaulted to *******. That *** be their home office. I wanted to clarify which store. 
  Thank You,

  ****************************;

  Business response

  02/06/2024

  We are very sorry for this inconvenience and will be reaching out the store immediately to look into this situation and reach out to you directly. 

   

  Customer response

  02/13/2024

   
  Complaint: 21252301
  
  I am rejecting this response because:

  Consumer

  Most Recent Message

  Date Sent: 2/6/2024 3:04:56 PM
  

  Hello- that was ************ store of Curaleaf. When I chose ******** on the drop down menu it defaulted to *******. That *** be their home office. I wanted to clarify which store. 
  Thank You,

  ****************************;

  
  
  

  Business response

  02/13/2024

  Our District Manager will be reaching out to you directly to help resolve. 

  Customer response

  02/14/2024

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

• Initial Complaint

  12/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ************** at ********, Curaleaf has been threatening to physically harm another coworker and management has nothing to resolve this issue. He is also known to do hard drugs like cocaine before walking into work, along with his racist, homophobic views. He is also known to talk about management referring to them as N*****s

  Business response

  01/18/2024

  The issue has been escalated to the leadership team in MD, and they are actively addressing and following up on it.
  
  We understand the importance of a swift resolution, and rest assured, the necessary steps are being taken to address the situation.

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  When ordering online your giving one prove to get you in the store .. once there the establishment changes the price you were expecting to pay and increases the price and uses excuses as to y it happens even if the price is on the order.. no where is it stated that you can't combine discounts .

  Business response

  10/21/2022

  Business Response /* (1000, 5, 2022/09/22) */ We are sorry that you did not have a good experience with our website and store. All discount programs are on the front page of our website which states that promotions cannot be combined. The website also provides you the full price and the sale price or discount amount. You can also contact the store to check on your order total.

• Initial Complaint

  08/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Advertised for spend 125$ get a select fresh cart for 1$. I was told there out. Select fresh so no 1$ item. Also was treat rudely in waiting area.I have 28. Screws on my spine this is my medication.

  Business response

  09/14/2022

  Business Response /* (1000, 5, 2022/09/07) */ I am very sorry to hear about your situation, this promotion was run in November 2021 and it was while supplies last. Consumer Response /* (2000, 8, 2022/09/12) */ Re: BBB Complaint Case# ******************************************* External Inbox *********************************** 12:56 PM (1 hour ago) to Better pLEASE DONT POST COMPLAINT iM OVER IT

• Initial Complaint

  06/12/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  2/25/2022 $110 Citradelic Sunset RSO Syringe Product did not do what it indicated. The business did not attempt to resolve. Order********** 3/12/2022 $70 Purple Sunset Distillate Syringe Product did not do what it indicated. The business did not attempt to resolve. Order********** 3/31/2022 $70 Frostwalker Distillate Syringe Product did not do what it indicated. The business did not attempt to resolve. Order**********

  Business response

  07/27/2022

  Business Response /* (1000, 5, 2022/06/16) */ We are very sorry to hear the medication did not work for Mr. ******* We would be happy to schedule a consultation with our Store Manager to find the right medication for his needs. Consumer Response /* (3000, 7, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like my money back. I do not need their Store Manager to refer other products that are not the same.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The orange park store in Florida has made "mistake" on my past 2 orders. Per Jack, the manager at the orange park store, he has no contact or way to reach his district manager this is quite sad. This does not make sense when I am well aware after having an issue just 2 weeks ago, the district manager contacted the store to have this rectified. Again, another issue in which an agent in this store screwed up my order yesterday - no call back from management even though they where well aware of issue after calling yesterday at 4pm and waiting for the store manager to call me back As I explained to the store manager, it appears there is very incompetent employees at this store. My order on April 28 was messed up and incorrect. Per Jack, this error was caused by Robert. Also, yesterday, an issue occurred caused by Kiera. Jack was so worried about being defensive about his employees and quite rude. He has no explanations for the mistake and it appears this will continue because it does not appear he believes his store employees do wrong nor will he rectify the issue in this store. This makes sense why over the past couple of years, this store has changed management several times and it appears this needs to occur again. Again, please note also to district manager that Rhinna should be running this store. Jack was extremely rude and so worried about defending his agents as I called them incompetent to really see the issue that since April 28, 2 orders at this store have been incorrect within 2 weeks period. Again, I pay for a caregiver to pick up my medicines. This is a medical prescription that is continually be inaccurately filled at this store. Jack was so upset I called his employees incompetent that was his only focus. Please explain to store management or have him google the meaning of incompetent as this simply means: adjective: not having or showing the necessary skills to do something successfully. His employees do fit the definition.

  Business response

  05/19/2022

  Business Response /* (1000, 5, 2022/05/13) */ Our District Manager contacted the guest on 5/12 and corrected the problem. She also extended to personally assist her on her next visit on 5/13. Consumer Response /* (2000, 7, 2022/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes please close as I did receive contact from the District Manager after I escalated further. PLEASE NOTE CURALEAF MANAGEMENT: it's quite unacceptable that Jack the store manager has no way to contact district manager and I wasted almost 24 hours of my time to resolve this issue. I will be traveling further to get my medicine which is terrible for any patient to do as it appears nothing will change at the orange park store and yes, the District Manager did offer to help at the 103rd store. I am still not satisfy that anything will change or that Jack will be reprimanded for how he handled the situation being a store manager.

*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. ↩