Harvest HOC of Phoenix – Alhambra (Med/Rec)
4/17/2020
4/17/2020
TL;DR - UGH mislabeled their online orders , changed my order to another without asking me, and refused to fix their changes to reflect my initial order, after 5-6 requests for various corrections on the total cost, quantities, and mislabeled receipts. They have become extremely careless and sloppy. I won't bother going back, and recommend you take extra precautions to review your receipts and try to fix their mistakes.
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I understand that with corona going on, service has to be a bit different, but this was horrible service and communication. Im not sure what is wrong with their employees on the floor today.
Today theres a BOGO, half gram cartridges for $36. I ordered 6 for the price of 3, so it would ring up to $108 plus tax. I budgeted around $120 total.
When I get to the dispensary, they had us wait in the lobby area in little corrals (4 patients in the store at a time) instead of going to the counter. They had employees filling orders behind the counter, and one guy running receipts, money, and orders back and forth from the lobby to the counter. Ok cool, I get that. No problem.
The employee brought a receipt to me from the register counter to ask if things were accurate. I pointed out that a $269 total was way off, it should be around $120 since I only ordered six .5g cartridges. He told me they had to apply the BOGO still; I pointed out that event then, a $135 total would be about $15 higher than it should be for six half gram cartridges. The employee runs back to the counter.
The counter staff admits their online ordering system is messed up, and that even though I ordered six .5g cartridges, a few came through on their end as full grams as it was labeled wrong on the site. I told them to just give me the strains as ordered, in six half gram cartridges.
The employee comes back with an itemized list that did not name strains, but just listed the cartridges as item numbers, and that the total was $156. He asks me to review it. I pointed out that theres a series of "BOGO -$36" items and I cant really understand the receipt, but the bottom states there are 8 items and I only ordered six, and that the total was too much. He runs back to the counter. a few minutes later, he comes back with the same receipt. He asked which ones shouldn't be on there, and I pointed out I couldn't tell him, as the strains aren't listed, it just says "batch ####" and I don't know which batch is what strain. I stated that I just wanted six strains as ordered, each in one .5g cartridge. I made the mistake of giving him $160 while I figured they would fix it the problems I kept pointing out and just bring proper change back. It cant be too hard to remove two items then ring up accordingly.
Ten minutes later, he comes up with a stapled shut bag and $4 in change. I see the receipt still has a total quantity of 8, so I asked why the extra two items were still on my order, and he asked again which were extra. "I don't know, the items aren't listed. It just says "cartridge" and Batch ####. You tell me what you guys added." He responds that the system was messed up, so it ordered me full grams so they just swapped them out for two half grams. "ok, so whichever two you converted from a full gram to two half grams should just be one half gram each, not two." I reiterate for the fourth or fifth time by that point that I only wanted 6 half gram cartridges and asked why he keeps ignoring me when I pointed out that the total cost was wrong, the quantity was wrong, and somewhere on there there are two extra items I have repeatedly asked them to remove, but I cant identify which because the items are not named on the receipt, they just have batch numbers. He just stares at me dumbfounded, and asks what was wrong on the receipt. WHAT THE FUCK.
At that point I was beyond frustrated, so fuck it, I can afford to spend an extra $40 over what I budgeted. I told him I was frustrated, tired of them ignoring my questions and attempts to resolve their mistakes, and was done with UGH. I left.
I totally understand them being in a rush with trying to get online orders completed, but damn, they messed up their online orders, ignored multiple attempts on the customers behalf to remedy their mistake, ignored simple questions from a customer, and didn't bother to simply communicate or listen.
They were my primary place for years and I have gone infrequently since I moved, but Im done with UGH. Unless I have loyalty points there that I ought to cash out, I don't see a point in going back.