First the positives... absolutely incredible staff that not only is knowledgeable and friendly, but also accommodating in a family environment type of way. The store is clean and though I've had a few defunct products (issues almost only with disposable vapes), the overall quality gets high marks.
Now for the negative. It's not easy to write but I've been in marketing for 17+ years and I'm not sure how the store marketing is structured but it's a disaster. In the year I've been going there, I've seen people try to access the store unaware they were closed because there was no sign or messaging on website. All remarks always point to "are you on the newsletter?" as if in 2020 everyone consumes information the same way.
Secondarily, the new website is pure chaos. I don't know who their UI/UX designer was, but it's beyond what the average person would call intuitive.
Third, the new rewards policy is a slap in the face to those of us who were store and brand loyalists. I can understand how rewarding every visit is not conducive to good business. However, to counter with a scale that gives $5 off for every $200 spent (2.5% back, wow!) and does not even reward more if you spend more... because again... it's every 200... so at $800 spend, you get $20... the proportionality is an insulting "discount". Also, for those people like me who travel over 15 miles because we love the store and people, where's the reward for brand loyalty? They've gutted all those people. The store fairly recently went recreational so I understand the rewards change, but the actual rewards are an insult to anyone... especially those coming in for medical purposes. Would have been better to not offer any rewards honestly.
Ironically, the day they switched the rewards system, I walked in the store to see the Belly login touchscreen was gone. When asking several employees, they looked at me confused and had no idea. Only 2 people knew of the new rewards and they kept trying to convince me what a great deal it was to earn 200 points and get $5 off. I literally said "Yea, but 1 point equals $1... so I have to spend $200". Marketing rollouts to their employees/staff clearly was not communicated effectively.
Lastly, I went to the store the day after Thanksgiving and of course knew they'd be slammed. But here's the thing.. I was standing outside in a line of 12 people (all medical)... and after 20 mins when I did get in, I saw the recreational side had 10+ people in line... while medical had the 6 or 7 chairs designated with people sitting. So, who thought it was a bright idea to keep all your medical patients outside in 39 degree weather for 20+ minutes while recreational could all fit in? If the choice is to be standing outside in the cold, or be inside but have to stand... I think that's an obvious. Remove the chairs and allow for more medical patients to fit in for the winter... especially when recreational can all be accommodated.