Client Review on Trulieve - Tampa

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Negative Review

June 09, 2020

1.0 / 5.0

Reviewed on Jun 09, 2020

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I placed an online order at approximately 3 pm. I expected a long wait time as the website advised me to. I received an order confirmation text message stating my order had been confirmed and that I would receive a text when ready. As Trulieve closes at 8 pm, by 6 pm I became concerned and decided to track my order status only to find my order had been canceled. In retrospect, I should have tracked the order status sooner that 2 hours prior to close, but I was respecting the likelihood that the shop would be flooded with orders to prepare. I had received no notification in any form of this cancellation. At this point, I began calling. I called three times. The first two calls, left me waiting for 15 minutes only to be abruptly disconnected from the call. For the third call, I waited on hold for eight minutes and decided to just drive there. I arrived at 7:40 pm and after a 40 minute drive and waiting for quite some time in the line, I made it to the front at 7:57 pm. After I went through the trouble of explaining the entire scenario to the manager of the store, I was ultimately sent away without my medication, with no apology and no offer to assist in this situation or make it right. I explained that this is the only day I could get it due to my busy work schedule and asked if any exception could be made, but this was met with carelessness and arrogance. The responses I received were limited to the following: “ it must have been canceled because of insufficient stock”, “other people drive an hour to an hour and a half to get here” and “ When you don’t get here until 7:58...”. And “everybody has a special circumstance”. I am sure I don’t need to explain to anybody that this is illustrates an absolute lack of appropriate customer service and a gross lack of compassion for the patient. I have been a loyal customer for more than three years and I drive 40 minutes to come to this specific location, even though there’s a closer dispensary in my area. I feel disregarded, not valued and gravely offended by Trulieve. Obviously, the IT department has some work to do regarding order status and notifications. There is also a tremendous need for Trulieve to show their appreciation to their patrons and train their staff accordingly.

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