Ok, before beginning this review, I need to say a couple of things:
1) I might be biased in my opinion. Having just returned from Colorado and seeing how experienced dispensaries operate, I had an expectation that Florida dispensaries would operate on the same professional level. This one did not, and it may not be fair to expect them to...at least not until they've gained a little more experience.
2) I was feeling horrible yesterday (jangly, emotional, nervous, having stomach upset), which may have contributed (in part) to my disappointment.
I arrived at Trulieve at 6pm, one hour prior to closing. Ahead of me, in the outer waiting room, were 3 customers, and one very sweet medium-sized dog. I was greeted promptly, enthusiastically, and directed to have a seat in a cushioned chair in the brightly lit lobby.
Although the location was less than desirable, in a seedy-ish little warehouse area, the insides were clean, fresh, sparkly (think MAC store with candy). The guard with the gun seemed happy. The workers out front seemed to genuinely like what they do, as did the two fellows in back...at least from what I observed of them. At first glance, I was thinking "this could be my home," but it all quickly went down hill from there.
Two people would walk in, they'd get called ahead of me.
Another two would come, and again get ushered to the front on the line.
After a while, I realized they were call-in orders--a fact it would have been nice to know. Maybe a little "welcome to our store; here's what to expect" at check in?
As I waited, probably about 1/2 hour, things got increasingly chaotic and LOUD.
-Workers talking over each other.
-A lady, who seemed incredibly over-anxious, asking endless questions.
-A fellow stapling leaflets in my ear.
It's a cold, echo-ish space. Not the employees fault, although they could be more sensitive that patient's are probably in pain and possibly suffering from noise sensitivity.
I was so relieved when they finally called my name, only to be ushered to another (even louder) waiting area closer to the counter. Three people worked that space, a fourth if you count someone labeling themselves a "shift supervisor."
It was complete frenzy.
-A lady who's script expired at 5 (it took two people to solve that issue).
-Customers running out to their cars to download apps.
-Another person trying to sort out an ATM withdrawal.
-More walk-ins jumping to the front of the line.
-Another newbie getting the grand tour from a pleasant gentleman about all things cannabis.
-Instructions to text to a number that doesn't work.
-A worker behind the counter tapping her fingers, rolling her eyes, talking loudly across the counter. "Is this day over yet?"
When I was called to the desk, I was met with shuffling papers and a huff. "Is she the last of them?" the girl said, nodding towards me to a passing by co-worker.
I was hoping to discuss my needs, find out more about how script allotments work, see different options and inventory. By this point I felt so stressed, I started to cry (it felt that cold and impersonal). Seeing that, the bud tender warmed a bit then hurriedly asked what I wanted and directed me to two distillate options.
"I need to ring them in now because it's 6:58. I can't ring you up after 7."
"Are there any other products I can see?" I asked.
"We're not going to start you on a lot of stuff now. We're going to have you try these two, keep track of what you use and how you feel. You'll get more next time." she answered.
Rather than consultive, it felt dismissive.
Have you considered I'm on disability and may want to buy more to get the most from my discount?
If you know you can't ring up after 7, why not have more people help customers or stop walk ins after 6:30?
Why not educate customers at intake about needing cash for their order?
Why not have a display of empty containers in the front lobby (or at least brochure) so people can preview options?
At the very least, can you muster up a smile and compassion, rather than making me feel like I'm keeping you from dinner?
The product is good.
The place is pretty.
The advice/strains solid (maybe).
But the wait?
(like DMV x 100, dreadful).
For comparison, today, I went to Surterra.
Holy cow, what a difference!
Tea in the lobby... display boxes on the wall...counseling about how my prescription works...6 different options... a hug...pointed questions about my issues...free delivery...even a new customer $50 off $100 discount.
Where Trulieve gave me anxiety, Surterra gave me relief. I know where I'll be taking my business in the future.