Capital Cannabis

I am extremely disappointed with my experience at Capital Cannabis in Douglas. I want to start by saying that my cashier was very nice, sweet, and helpful. She actually went out of her way to help me get the specific Baby Jeeter product I was looking for. I genuinely appreciated her customer service, which is why it is even more disappointing that the experience ended the way it did. I purchased a Baby Jeeter pack that was supposed to contain 5 pre-rolls, but when I opened it, there were only 2 inside. I returned to the dispensary to report the issue because I had paid for 5 and was missing 3. I understand that cannabis products have specific CCC rules and protocols regarding returns, exchanges, inventory, and defective or incomplete products. After this incident, I took the time to look into the regulations myself. I understand that there are specific steps and procedures a dispensary can follow when there is an issue with a product. I was not asking anyone to break the rules or simply hand me another product without following the proper procedure. I contacted Jeeter customer service as instructed. The representative was extremely professional and helpful, advised me to return to the dispensary, and attempted to speak directly with Theresa so the issue could be handled properly. The representative explained that the product could be documented and that Jeeter could be contacted regarding the issue. Instead of working with me to resolve the problem, Theresa refused to swap or otherwise address the product issue. She became extremely rude and started yelling at the Jeeter representative, who was simply trying to obtain her name and information. Theresa then started yelling at me in front of the service window, where other customers could hear the entire interaction. The Jeeter representative was on the phone for the entire interaction and personally witnessed everything that happened. She heard the way Theresa spoke to both of us and expressed that the situation was not being handled appropriately. She told me she would be looking further into it. When I calmly told Theresa that she was being rude and mean, she told me she was going to ban me from the dispensary and call the police. I remained calm and respectful throughout the entire interaction. I did not yell, threaten anyone, or cause a scene. Another employee standing next to Theresa appeared visibly uncomfortable and seemed to understand that the way she was speaking to me and the Jeeter representative was not appropriate. At this point, the missing product isn’t even my biggest concern. Mistakes happen. My issue is how this was handled. I followed the instructions I was given, contacted the manufacturer, returned to the dispensary as instructed, and tried to resolve the issue calmly. In my opinion, this could have been handled professionally by following the proper procedures and working with Jeeter. Instead, I was treated like I was the problem. If Theresa is the owner and manager, as I understand, that makes this experience even more disappointing. Being an owner or manager means representing your business and treating customers with professionalism, even when there is a disagreement. Being confrontational and rude to customers is not good customer service. It is honestly sad that a business can have such a kind and helpful cashier who went out of her way to help me, but then have a manager whose behavior completely ruined the experience. My cashier deserves recognition for how kind she was; unfortunately, the management experience overshadowed it. I have submitted a complaint to Jeeter, and I am also bringing this matter to the Massachusetts Cannabis Control Commission so the situation and applicable procedures can be reviewed. At the end of the day, customers deserve to be treated with respect. I came in calmly trying to resolve a legitimate problem with something I purchased. The product issue could have been a simple customer-service matter, but the way it was handled turned it into an unnecessarily hostile experience. I hope Capital Cannabis takes this seriously and looks at how customers are being treated at this location.

Doesn’t seem like it’s a storefront place. The flower that I bought seemed to average. The atmosphere was very dull.

Every time i come here, i feel welcomed and the atmosphere is always so kind and chill. The products are amazing for an even better price. They always have such a unique selection for glassware, and i love seeing the usual faces every time i come in. I can’t imagine going anywhere else!

Anything u buy is worth it im telling u lowest Jetters around here and i looked go and thank me later💜