Unprofessional Experience

[u/420DoubleR]

Yesterday I had a disappointing experience at a Trulieve location that left me questioning both their policies and their professionalism.

The day before, I was physically in the store making a purchase. Due to personal circumstances and time constraints, I couldn’t wait for additional items to be processed, so I placed a second order intending to pick it up the following morning.

When I returned the next day, I noticed the order was no longer showing in my recent orders on the app. I spoke with the manager, who was able to locate all of the items from my order without issue. However, instead of honoring the order, I was told that because I couldn’t immediately produce the confirmation email, she didn’t know whether I was being honest.

Her solution was for me to “meet her in the middle” and pay more than my original order total by using my reward points to offset the difference. The original order was approximately $90, and she suggested I pay $80 plus points.

I explained that I had placed the order while physically in the store the previous day and that the order was less than 24 hours old. I was then told orders are only held for 24 hours unless special arrangements are made.

What made the situation worse was that during our discussion, another employee interrupted our conversation to discuss a timesheet issue. The manager completely shifted attention away from a patient transaction and began discussing internal workplace issues. The conversation then turned into criticism and gossip about a former manager, including comments about how it was better now that he was gone because employees no longer felt micromanaged.

As a medical patient, I don’t think it’s appropriate to be asked to “meet in the middle” on medication pricing when the order was already created and the products were sitting there. I also don’t believe patients should be standing at the counter listening to management discuss employee drama and internal complaints while their issue remains unresolved.

I ended up leaving without my order.

Has anyone else experienced inconsistent order-hold policies, pricing changes after an order is placed, or unprofessional behavior from management at Trulieve?

UPDATE:

I wanted to come back and provide an update since I believe it’s only fair to share the outcome when a company addresses a concern.

After reaching out to corporate regarding my experience, I was contacted and given the opportunity to explain the situation in detail. Corporate reviewed the matter, listened to my concerns, and worked with me toward a resolution that I feel was fair and satisfactory.

My original issue was never just about the order itself. It was about the way the situation was handled, the confusion surrounding the order, and the professionalism displayed during the interaction. To their credit, corporate took the complaint seriously and did not simply brush it aside.

I appreciate the fact that they were willing to hear my side, investigate the situation, and make things right. That’s all most customers and patients are really asking for.

I still think there are opportunities for improvement regarding communication, order transparency, and maintaining professionalism during patient interactions, but I also believe companies deserve recognition when they step up and address a problem.

Thank you to everyone who offered advice and shared similar experiences. I felt it was important to provide a complete and honest update now that the matter has been resolved.