March and Ash - Vista

I've been coming here for years, have brought my wife and my dog and have enjoyed coming. I recently purchased two vape carts that were heavily terpene-added, and were harsh and didn't feel good to smoke. I went on March and Ash's website to find out what their return policy is. I found two lists of Q&A's, with ine addressing defective merchandise and another answering about a product youre not happy with. Since the carts worked but were not good, the stated policy is to contact the vendor and with their approval, March and Ash will "facilitate an exchange at one of their locations". So I emailed the vendor, who got back to me fairly quickly that they had contact M&A, but that m&a usually take several days to respond. I left town for the weekend and on Tuesday contacted the vendor; they still hadn't heard back. They'd sent me an email that detailed the situation and expressing their approval for the exchange for another of their products, with their contact info etc., so I could go in to do the exchange. I then called March and Ash's customer support number to verify this would be ok. "V" encouraged me to go in, ask for a manager and they would do the exchange. On the day I came in to do the exchange, I asked for a manager, and Shaun came over. When I showed him the email on my phone, he reached for my phone without asking for it. I did not give my phone to him, as I dont know him and he didn't ask. I held it up at a good distance for him to read. This seemed to upset him. I then explained the steps I'd taken already, in a calm and straight forward manner, amd he immediately started arguing that they only take returns for defective products. I told him what yiur website states about unhappy w a product and contacting the vendor, amd he said "well I only know whats on the receipt". I remjnded him it is in the websote, though, and he told me to take it down a notch. I was totally calm. He seemed set on escalating the situation rather than providing decent customer service. When I returned to the register for the exchange, I tried to explain why I was explaining the steps id gone through already, to try to defuse things, and he took it as a challenge to further argued with me. I noticed his hands were very shaky while using the register; there may be something more going on with him. An emoyee over Shaun's shoulder heard everything and made several sympathetic faces to me. She followed me out to the lobby, as I was leaving, and encouraged me to report Shaun. She also offered she could get the store manager. I said ok to that. I waited about 30 seconds, and that's when Shaun came charging out again and stood 2 feet from me, while I was literally in a corner of the lobby. He was angry and not there to help anything. I explained I said ok to his employee's offer of speaking with the store manager, and his response was "ok, he's not here, what do you want?" And stayed in my face. I again calmly spoke w him, because he was still aggro in my face, at which point he started yelling that I need to leave the store. I then left, bc what else is there to discuss with this unbalanced hothead? Shaun then followed me through the door at the same time I went through. For what reason I dont know. We had nothing more to talk about, he'd argued with me twice already, yet he was going to go outside with me. Why? Nothing positive would have come from that. As he pushed through the door, his elbow jammed into me. At this point I was tired of this horrible treatment and called the police. This fortunately served to defuse Shaun; who knows what would have happened/ had to have happened next. I spoke with the just-then returning store Manager, who was sympathetic but offered no specifics. The company forwarded me to HR, who decided Shaun will get a coaching and me, an entire $50 store credit. What a slap in the face, after already getting elbowed, as a long-term paying customer. This place employs and stands behind aggressive, unhappy people.

March and Ash is my local go-to for cannabis delivery. The flower selection is incredible and quality is usually great, although on occasion I've received some smallish and/or older nugs - it's important to pay attention to brands and reviews to get the choicest green. Amazing weekly and holiday deals keep my humidor full of bud and provide the freedom to try new strains. Delivery drivers are cool, discreet, and kind and remember me (tip your drivers well, folx!). In-store service can be weird and some of the customer service reps are less than polite and push hard on upselling tactics. It can take 30 minutes just to be admitted into the store, even on a slow day, and if I'm dressed up in my corporate clothes I get side-eye from the worker bees. So, I buy from home, which is more convenient and I know what I want, anyways.

ALL CUSTOMERS: Check your bank accounts! If you use their in-store ATM's (particularly at their Mission Valley location) you might be getting charged extra and without your authorization.

The lady/person at the front with rainbow hair yelled “excuse me I wasn’t finished talking!!!” with the nuttiest look because I started walking as she was saying “there is a 5$ charge with card.” I said thank you and walked in awkwardly, then no one helped and it was extremely disorganized. Also the angry lady/person from the front had informed me specifically not to grab items off the shelf, to ask someone with a badge. Then as I ask someone in there to help me grab something they acted like I could grab it myself and were doing me a favor. I have never complained about any dispensaries before, the prices are amazing but it was a BIZZARE experience!