Client Review on The Green Solution Illinois - Sauget

Rae

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Rae

Negative Review

June 17, 2020

1.0 / 5.0

Reviewed on Jun 17, 2020

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Been here 4 times, with each time getting increasingly worse. Yesterday, I drove 60 mi round trip to Beyond Hello to wait 2 hours in the sun with no shade to pick up a product that I never received. Order placed at 10 am for a 1-2p pickup, but was growing concerned by noon as I still hadn't received my confirmation text. Figured they must be running behind and the text would arrive eventually, I set out and arrived at 12:45...only to find 50+ angry online order customers in the same situation, including those with pickup times as early as 11a.m. After 40 mins of waiting with no communication from the employees who briefly pop out only to tell us they are working as fast as they can and to please wait patiently, so we do. As we wait, with our line not even budging, we watch as the walk-in line is repeatedly shuttled through. As they exit, they tell us things like "everything inside is a total clusterf*ck due to a series of bad decisions", "just to warn you, I waited 3 hours for a pickup", and then the dreaded "they already sold out of a lot of things". Understandably, we all start growing concerned because we wonder how/why they are selling product to walk-ins if the still haven't filled our pick-up orders. Surely, they would prioritize pickups and not sell product already claimed...but if our orders are filled, why can't we come in to pick it up? At this point, it's been 2 hours since I've arrived and 45 mins past my pickup window. Meanwhile, we still have no idea exactly what the issue is nor have been given even a rough estimate on how long the wait may be. Many of us trying calling, myself included, but once again, no one to answer phones. Employees only briefly pop out to yell at the massive crown huddling together under the awning simply to get some shade and to maintain 6 feet of distance, which was simply impossible due to the number of people and the fact that employees make no effort to come relay info to anyone past the first 10-12 people in line who can actually hear then. I start seeing customers walk around to the front (I assume to seek out info) and then angrily storm off, so I run up to the first security guard I see in hopes of getting answers. I ask him if there is a chance that the products we ordered will be sold out by the time we get in and he says, "Yes and they are already low on many items." I tell him I have to leave, but ask if I can come back for my order later tonigh when the text message comes through and he tells me, "You can if you get it, but it may not come through." Angry and now rockin' a great sunburn, I decide to leave with the others as we all vow to never come here again.Customers understand that everything is going to be slower/less convenient due to the pandemic, but the issues I witnessed yesterday cannot be blamed on that. The problem here is mismanagement, poor communication, and greed. If you don't have sufficent resources (employees, product, space) to facilitate pickups and walk-ins, then don't offer both. People place online orders for convenience and speed, but each time I've been here, it's never taken less than 45 mins of waiting in the sun (or rain) just to get to the cashier. Most importantly, online orders should be prioritized over walk-ins and selling claimed product before filling orders is simply unacceptable. If this wasn't the case, why couldn't we pick up our orders if they had already been set aside? It's clear this company has decided to focus on simply fitting as many sales into the day as possible rather than customer satisfaction. Otherwise they would hire someone to actually answer their phones (have never gotten through), communicate to customers if product sells out, & find a way to shield them from the elements if they are waiting 2+ hours. Been to dozens of dispensaries and have never had issues like this.

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The Green Solution Illinois - Sauget

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