Complaints

• Initial Complaint

  12/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is specific to Curaleaf-******. Curaleaf ****** advertises false prices on their website, and then collects additional fees at the time of purchase. They refuse to disclose their fees and taxes at the time of purchase. It's false advertising, and it's nothing new for this business or the people who run this location.. Curaleaf also intentionally price gouges on its own products -- compare the prices, including for their own products, at similar stores. They're thieves who false advertise. Take your business elsewhere.

  Business response

  01/02/2024

  Hey there,

   

  We are so sorry to hear about this and would love to discuss this further. Please visit us at Curaleaf.com/contact-us and we will be able to investigate the cause of your issues.

   

  Thank you!

• Initial Complaint

  12/02/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a medical marijuana card holder in **. The Curaleaf dispensary in ****** ** is not keeping stock of Indica flower with the medical properties I need for my mental health disability. Or the stock availability is too expensive for my budget. This has gone on for weeks now.

  Customer response

  12/14/2023

  I did get an initial email reply back from Curaleaf. In reply back to Curaleaf I emailed this letter. I have been contacted by someone at the ** ********** of ******** Protection. She is investigating. There still is not adequate Indica flower products available for medical consumers. Recently none at all.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On 11/26/2023 I order 2 half oz bags of shady meringue cake shake from the Curaleaf website for pickup at ************* Curaleaf location. Upon pick up of the order i was given the order in a stapled bag. When i got home I opened one of the half oz bags to see that this was not shake and was actually trim. The 2 half oz bags are also labeled as shady meringue cake trim. There is a huge difference between trim and shake. Shake is a usable and smokeable form of ********* while trim is the unused and unwanted parts of a ********* plant that should not be smoked as it causes health problems. This company is advertising these half oz bags as shady meringue cake shake, when in reality it is a far inferior and useless form of ********* called trim. In the **************** there is a limit to the amount of ********* that in individual can buy within a 35 day period. These 2 half oz bags of trim put me at my *** limit that i can buy. The store refuses to let me exchange these 2 half ozs for something else that is actually shake. The store will only offer a refund but that is not sufficient because my *** ********* limit is already met. I cannot purchase any more weed. They have left me stuck with these 2 half ozs that i did not want and never agreed to buy. This product was and still is clearly labeled as shake on the website where orders are made to curaleaf. It is not ok for curaleaf to hand people a far inferior product called trim instead in a stapled paper bag and refuse to exchange it. I am in pain and i have no smokable ********* now. Curaleaf has stolen from my weed limit me this useless trim. This company is clearly false advertising and this is causing people pain and suffering.

  Customer response

  12/10/2023

  I have not heard from the business in response to my complaint. I have emailed the business 3 times now and I also filled out the contact form on the curaleaf website. Nobody from Curaleaf has responded or attempted to contact me. It seems like Curaleaf has chosen to completely ignore my complaint.

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On November 20th, I purchased "expired" flower in sealed containers from, Curaleaf, *** dispensary at the ********************************* ************ ** *****. location. All three products purchased were part of "Black Friday" 30% off weekend sale. The total cost of $145 with (-$44 discount). When I opened the sealed products two were completely rock hard, dried out, crumbling and one appeared to have mold on it. Clearly old and expired products. I've purchased products from them previously and NEVER got anything like this. I filed a complaint request as directed on Curaleaf internal website. I received an email response acknowledging my compliant following week later only after my second request with this #***** and told it would be looked into.I waited another few days with no response then called the store directly and spoke to manager "*******." She was extremely attentive and apologetic and offered and exchange.She called the following to confirm I was coming to their store for the exchange.In route there I received another call from a different store manager (no name) who informed me that they COULD NOT exchange or refund but offered discount points for future purchases, which is unacceptable. The sale products purchased are totally un-consumable, a total refund is being requested with the return of the unused products.

• Initial Complaint

  10/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  The business describes having a 40 percent discount to veterans rated at 100 percent disabled however when you arrive to this store they are rude and tell you they have no discounts at all. However their website claims 3/4 different discounts for vets. This is a baiting technique targeting myself a ten year disabled vet rated 100 percent disabled

  Customer response

  11/09/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  10/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a product before closing time on 9/29/23 at full price and when I returned home the pricier was unsmokeable. I brought the product in a showed them and the manager told me that was a difference of opinion. This took up a considerable amount of my pescription and the product is for medicinal use that I can not ingest. The manager would not allow me to exchange for anything else and kept calling me love and telling me that there was nothing that could be done. Understandable. Unfortunately the item has to be disposed as I cannot use it an do not want anyone to potentially get their hands on my items or perceiption label. I asked the manager if he could remove the label from the bag for me (im disabled and couldnt get the grip). He took the bag from me and said isnt this nice of me. I asked him to repeat that and clarify what he said and he replied, we dont have to do that and its not part of the job I took the bag back and was a bit offended over this power play. I told him that if he didnt have to want to He could have said no or said he wouldnt be able to do that, he instead tried to shame me for asking for help. I am a medical patient and use these items to treat pain and anxiety. I calmly tried to advocate for myself and explain you dont bait people with help just to shame them for accepting it or make them feel guilty. He said it wasnt just that but he felt I was being condescending. And he said that even in my explanation I was condescending. As shoppers, customers, and medical patients we deserve better than to be shamed for asking for help. I get it he could have said no, but instead helped to just to shame and hurt. Ive always loved my local store but this feels bad. He had his name tag turned around and I asked his name, he said ****, but then *** come in several times and he admitted he gives fake names sometimes. I called the company # and they asked me to snap a photo of him. When I went back in to do so he told me no

• Initial Complaint

  08/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Saturday August 19th I purchased a product from Cureleaf for $102 dollars ad when I checked the the closed up bag the product was in I saw it was the wrong product. When I tried to go back to return the product for the correct one the the manager at the entrance said I could not return the product. He told me I would have to wait in line for 45 mins and reorder the correct product and spend another $102. It should be noted that nowhere on the premise is there any explanation of the rules for returns or to check your item when purchasing. I want my money back and they should post the rules. Considering their is usually a 1 hr to 45 min wait just to get your order.

  Business response

  08/22/2023

  Hello!

  We are so sorry to hear this and would love to learn more details around this experience; Could you please visit our Contact page at Curaleaf.com/contact-us ? From here you will set up an inquiry, and once received a member of our team will further investigate and review in effort to assist!

  Thank you,

• Initial Complaint

  07/30/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This store does not honor its scheduled hours. Today I placed an order online at 4:30pm. I received a text message at 6pm setting expectations that my order was ready for pickup. I drove 45 minutes to their location. I arrived at 6:45pm. I was fully aware they close at 7pm.Upon arrival, there was a guard named *** at the door. He was very rude and explained the manager decided he wanted to be done and out by 7pm so they decided to close the store early. I explained to *** that I had made a pre order, the pre order was complete, and the store was scheduled to be open another 15 minutes.The guard *** was extremely rude and he explained a decision was made to close early so the staff could be done by 7pm vs closing at the scheduled time of 7pm and they would not let anyone else in the store even thought they were still officially open. I explained to ******** drove 45 minutes only because I received a text setting expectations my order was complete. *** explained they were closing early so they could be done by 7. I explained that is not how business hours work. *** explained this is how business hours work tonight and if I didn't like it, I could come back tomorrow. This store was still scheduled open for another 15 minutes but I was denied entry. I am extremely disappointed that I drove 45 minutes and the store decided not to honor its scheduled hours. I am even more disappointed that the guard *** was so extremely rude to a customer that drove 45 minutes and only asked, why are you closing early.Just because you have a product that is difficult to obtain doesn't mean you can operate outside of compliance

  Business response

  07/31/2023

  Hello,

  We are so sorry to learn this and would love to hear more. We strive to ensure each guest is able to be served in a friendly, welcoming, and informative setting.  Could you please reach out to us at Curaleaf.com/contact-us to set up a ticket? Once received, a member of our team will get back to you. 

  Again, we sincerely apologize for this inconvenience

• Initial Complaint

  07/12/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday, July 3rd, 2023 at approximately 2:23:21 PM Earlier this afternoon I placed an online order for 2 grams of wax, they were ****** Nights Wax (Sativa), showing at *****% THC/w **** ********** ******* Wax (Hybrid) showing at 78.98%THC & ****% CBD. When I got to Curaleaf that's on *************************************************************************************************, phone number ********** and went to finalize my purchase at the register I was sold a ****** Nights Wax (Sativa) THC% at ***** & CBD at ****% which are two completely different numbers! and incorrect amount!! I have pictures I'm providing for DOCUMENTATION purposes. In one of the screenshots I dropped down the menu bar to show what ************* I took the picture at. I'm completely unhappy and very upset with this situation and with CURALEAF!! A PROFESSIONAL COMPANY!!! Curaleaf has yet to get back to me either, I've contacted the customer support multiple, times & even open up a new support ticket a few days ago letting them know that they've forgot about me and still nothing. I left a REVIEW on ****** maps as well and nobody cares to get back to me horrible service.

  Business response

  07/28/2023

  Hello,

  According to our records, a store manager contacted you and provided a credit for this issue. Please let us know if anything further is required. We appreciate you bringing this to our attention!

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello, I have a huge problem and hopefully you can help me out.I went to Curaleaf over the weekend to pick up some medical products.Curaleaf has **** THC tablets listed on their website with a weight of **** grams per packet of THC pills. Here is the link for one of their varieties. ********************************************************************************************************************* On 4/8/23, I purchased 16 of these packets and Curaleaf ********** charged me 1 gram for each of the packets off my allotment.On 4/9/23 I purchased the same packets from Curaleaf Edgewater Park and they charged me 1 gram per 5 packets off my allotment.I have a huge problem with this because on the website they list these for **** grams each and both stores aren't even following the same policy or any policy I should say. I went to the store to see if they could rectify my issue and they said no they can not, it is not their fault the website says something different is what I was told. I said you are false advertising these pills and they continued to refuse to help me which brought me to writing this letter to you for some help, please. I have now used half my allotment for the month because of Curaleafs false advertising and refusal to help my situation. I even tried to return the packets I purchased because of their error and they still refused to let me return them.I have attached some screenshots of curaleafs website to show the weight difference vs what i was sold. Is there anything you can do to fix my allotment for the rest of the month?

  Customer response

  04/25/2023

  I have not heard from the business in response to my complaint.

  Business response

  07/12/2023

  Hello!

  We are so sorry to hear about this. In order for us to investigate further, please visit our Contact Us Form at *********************************************

  From there, you will be able to submit a ticket and our Customer Support Team will respond to get further details.

  Thank you,

*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. ↩