October 26, 2021
I am so EXTREMELY disappointed in my experience this morning. Haven had become my go-to dispensary. Even though their prices are not the best, the staff always seem knowledgeable and eager to help. I have referred many people here, especially newbies, because you don't feel like you're picking random products that you aren't familiar with. I come here for the expertise of products that they are trained for and suggestions that the budtenders offer. Not the case today.
I wanted to try vaping. I have a little vape pen that takes the universal, cylindrical type cartridges. This also happens to be the only style they had on display in the cases. On arrival I made my budtender, Allison C., aware that I was totally new to this and I needed some help. She was polite and helpful in the assistance of looking at strains and strengths of certain carts. I did mention that I wanted a full gram, not half, and it seemed that Stiiizy had the widest range of options.
At no point, even after making her aware that I was totally clueless about the vaping thing, did she mention that this cart needed its own pen, battery, the whole shabang! Remember, none are on display for me to see that this cart is shaped different from what I was looking for!
After purchasing, I start to exit and realize that this cart will NOT fit anything other than this brand pen. Even the barcode sticker covered the shape of it on the box. Once I made this discovery, I immediately went back in, maybe a whole 60-90 seconds later to make them aware that what I purchased was not what I was asking for. I waited for Allison to finish with another customer and then shared my issue. You know what she told me? We can't do anything about it, but you can buy the other Stiiizy products to make these carts you just brought work.
My mind is blown at this point. I asked to speak with a manager regarding the mix-up. She comes out, I explain what happened and also mentioned the obvious - there are no displays of what ANY other cartridge looks like besides the one I was trying to buy! She was indifferent and not concerned that I had just thrown away my money on a product I couldn't use. I didn't even want a refund! Just to exchange what I purchased seconds ago for the correct product.
The only thing this team offered me was to buy more products for the wrong items I had in my hand. Oh, and also told me that the return policy states that because of COVID they could not refund or exchange any product unless defective or leaking. As of this moment, the website states NOTHING about this being their policy. Even at the bottom of my receipt it states Haven will GLADLY refund or exchange any unopened product within 30 days with original receipt at the location purchased from.
I can't believe I received such a horrible customer service experience at Haven. After all the purchases made, referrals made, items tried. I would have never in a million years thought I would be leaving such a poor review for this place. I was satisfied with the amount of locations and how close in proximity they were to me. I'm hoping that someone sees this and helps make it right. If not, I will be on the search again for what dispensary to make my new home.
Please, do not rely on budtenders here to sell you what you are looking for. Ask to check the pictures, remove any stickers if the image is obstructed, ask questions, see if there are any other accessories needed, make certain that you are purchasing what you need. This stuff ain't cheap! You deserve to get what you are looking for.