I have been a fan of Have a Heart for several years and a frequent customer. The service and selection have always been great, even if the line wait times for both preorder and in-store have been increasing to as long as an hour.
Last Sunday I purchased 2 cartridges at the store from a reputable brand that I’ve purchased many times before. I tried the first cartridge and it didn’t work. I’ve never had this happen before. I opened the second cartridge and it worked without issue. The next day I took the non-working cartridge back for an exchange. The clerk tested and determined the cartridge was defective and returned the unit. He then promptly turned around and tried to charge me more for the exchange and blamed the issue on the POS. I refused to pay additional for an exchange and he figured out how to make it work.
Fast forward a few more days and I am out of town and went to use the exchanged cartridge. The new exchanged cartridge is also defective. Since I am out of town and there is a 7 day return policy, I calculate I will be on my 7th day when I return. As soon as I am back in town, I return to the store to exchange the second defective cartridge. The second cartridge was tested and determined to also be defective, but the clerk would no longer exchange the defective product. The reason he said is because the 7 days has passed. The reason the 7 days has passed is that my arrival back at the store was 1.5hrs past the time stamp of the previous defective cartridge exchange. The clerk was rude and became defensive when pressed on the rules by stating that its Cannabis and I am lucky there is any exchange policy at all.
I explained how this is awful customer service and the small placard sitting next to each register and the fine print on the receipts do not have any such restrictions to the definition of 7 days and they still refused. I asked for the product back and walked out of the store. I looked up the Washington State law which has no restrictions on return duration.
Later that evening I visited a new retailer and purchased a cartridge. Before purchasing I asked for an explanation of their defective cartridge exchange policy. Their policy is 14 days and there is no purchase time restriction in the day calculation.
I have separately tried to contact Have a Heart by email and have not received a response. I would highly recommend taking your business elsewhere as the customer service values and policy controls do not align.