Substance - Empire

Tristan was a real one, he's got great taste and product knowledge for recommendations.

As a customer here at least every 3 days for over a year and a half, glad to say I will take my business elsewhere. Decided to do curbside pickup today when most the time I walk in. I put in my order over 15 minutes ahead of its designated time. I'm usually a very patient person so considering they have specific times for your order to be picked up at, waiting 15 minutes was a little over the cusp even for me. It got to the point where I was the only car (besides workers) in the lot. So I got up, walk in, they usually are ready to greet you as you arrive. I walk in and mention quickly I had a curbside pick up and the girl (Mel) whom has the ticket in hand, says "uh I was just getting it right now-it was only put in 6 minutes ago" and I bluntly just said, I sent in my arrival 15 minutes ago, in which we both went to exchange our "proof". I said I'm sorry your machine is lagging but I sincerely clicked my arrival 15 minutes ago if you really wanna see. Proof in hand. She proceeds to not quite roll her eyes, but the passive aggressive stance & stare. Proceed to ask for my ID, which I already had ready for her. Stares for atleast 15 seconds. Making her egotistical point very clear. So I said out loud, if you want you can just scan it, at this point it was obnoxious as she pulled her power card. She proceeded to say she doesn't have to do this and won't serve me, hence when I asked for her name. Then to just speak to her manager. As coworkers tend to stick together, we all know that in our own break rooms of our own careers. The “manager” on duty proceeds to tell me that I've escalated the issue after dealing with your passive aggressive employee when I had nothing but understanding to your personal busyness & lack of machine sending orders through. Keep in mind she’s also yelling from the desk as I’m speaking to the “manager”. Hey, misunderstandings happen! But as I said, happy to not bring my business back when there are plenty of clubs in the area. Mel is chronically rude/blunt every-time I walk in, not a very pleasant person to be around nor be served by in an industry like this.

Kaycee changed my mind about this place. I had a bad experience before and was hesitant about purchasing again but I'm glad I did. She gave me the piece of mind I needed. 5 stars for her. I only did a 4 for service because of the experience before. One of the guys at empire a week or so ago told me I could not return my full, with receipt original packaged cart that was BURNT. (Mind you I was well within the 72hr return policy) Just as we finished small talk and completed he started telling me its practically my fault ( I have a Winberry flip fob..) and they wont do another return again. Not sure how I pissed off this Red hair DR. pepper loving man but he needs to figure out his facts and some better manners. I was nice until he said he wont return anything again for me and it was my first time... Burnt its not a flavor... It tasted like ass and killed my throat. Carts are my shit I feel like I know. And on that note I recommend everyone to get kaycee and tip her hard!:)

the best customer service I have found yet. they make you feel welcome and there service is top notch. I highly recommend this guy's.

Great staff

This is for the south 3rd St location, which didn't come up. We've gone here many times with good results but not Saturday, 12/14/19. The black sweatshirted female employee profiled us by age as soon as we walked in. She insisted on steering us to high CBD products even though I told her we needed something stronger. She insisted the product would do the job. It does nothing. We've both been using over 45 yrs each and need/want a strong THC product. We KNOW what we want & should have just gone elsewhere. Next time we will. $40 wasted. Note to budtenders- being older doesn't make us idiots. Listen to us.

The location of this place couldn’t be better for people who live in Sisters, we can get in and out of town pretty easily. And it’s next door to Jimmy Johns which is convenient itself considering munchies are probably going to happen soon. The staff has always been nice and helpful. Definitely the best prices for certain things, currently concentrates for $9-$12 per gram from Hush and Emerald Extracts etc. They recently remodeled too so everything is out in a case for you to cruise around and check out at your own pace. I always feel rushed at dispensaries and the new layout eases that. My preferred location unless I’m looking for something they don’t carry. 😉

I want to thank the staff for being fabulous, especially the young man who helped me clarify the sale price on the Fox Hollow Cush packs today (Friday morning August 2). He was really nice about it, and I had traveled a little ways for that sale, so it was important to me. I always feel well treated as a medical patient and I appreciate it SO much!!!!!!!!

Pre packaged flower is your option here. Pre measured and put in plastic bag and dry AF. Been to all 3 locations, all the same thing. If you want dry weed - go to Substance.

Not the biggest fan of the new name because of the negative connotations it brings up but they are still my favorite of the ones I have been to in central Oregon and easily among the top 2 or 3 I have visited in Oregon. I try to go when Rachel and or Angela are there because the music and advice is good. If you like your flower a bit more dry so it grinds well, open the bag when you get it and the central Oregon air will get it to the right point pretty quick. When they have a good selection of pre-rolls or cartridges those are great too.

The actual physical store is great, they have a good selection of usable products and quick service usually. Fantastic enough that this should be an all-around 5 star review but the ordering website design is abhorrent. Finding concentrates on their website is easy and they seemingly have a massive selection with the same stock photo, unspecific to what usable form it comes in. I made a large order and arranged for a family member to get it (as I cannot leave the house easily). When I received my bag inside I found only one product in the usable concentrate form I wanted, the only one that the stock photos resembled. The other FOUR were in the form of disposable pen cartridges that I cannot use, and were advertised in the same way as the other concentrates. The website sorts all the different forms of concentrates together, and almost no effort was put into the descriptions or photos to specify what each product really is. I do realize it's a growing industry, with product quality and availability always changing ...but why even offer a service like this when it is this incomplete?

Great place for good quality bud for the best price in Bend. I'll be back for sure

I enjoyed the environment and the helpful service. I recently turned 21 so dispensaries are new. Everything went smoothly and look forward to visiting often

Pretty awesome, really the best in bend. And Alecia wright was wonderful, and so helpful, she knew any question I ask her, I really thought out all the dispensary I’ve gone to and all the people who have waited on me, she is by far the best, and I will make bloom well my choice of weed store to go to because of her. So everyone should really check out bloom well and ask for Alecia, She was amazing.

Really liked their new store! Awesome deals and the same amazing and helpful staff as the first one. You're seriously missing out if you haven't checked it out yet.

Very clean store with well organized displays; professional and knowledgeable staff; excellent strains, varieties, and concentrates; and always well stocked! Medical patients get 40% off every day! Thank you!

Alecia was able to provide me with detailed strain genetics, and she suggested new strains that I might like based on the strains that I know I already like. Love the location, great sandwiches right next door too.

This joint is and it's bud tenders are my JAM!! the staff always makes sure I get the best for my buck. I'm a patient with very peticular needs and I never struggle finding what works for me at substance. super grateful for Kevin and Gracie and all the "Buddies" at substance!!! Love One!!!

The bud tenders are the second best part of the whole experience, they always know what they are talking about and usually have really good advice. Usually if the line isn't too long, we usually end up chatting for a while. The only minor upset is to be expected with maybe just a little higher THC % for the lesser expensive dabs.

Love the easy access, in and out, Rachel and Hannah are always good for a laugh & they know WHAT’S GOOD!

I think everyone working at this location was really nice and had to get opinions of what was best there. they had great flavors and everything I was looking for and they weren't too expensive. definitely a place I'll choose again

I adore the employees at Substance. They are friendly, knowledgeable, and nonjudgemental. Their product selection is incredible, and always changing. Even with dozens of other dispensaries in Bend, I wouldn't go anywhere else. Great product selection + best prices + best employees!

Great place, my go to spot.

I love coming here!! They are always nice and helpful with picking out that perfect strain. Hannah was super sweet and lovely tonight when helping me. :D