Terry L.
Major system issue
It's a really cool dispensary, but...... I placed an online order, and it asked on the website who would pick up the order. I entered the name of that person, but upon pickup, they wouldn't release the order. I went to pick up the order myself, spoke to the manager, and showed her my order upon my arrival, explaining that it was ordered correctly with the pickup details. The female manager refused to let Ben look at my phone so I could show her the questions their site asked and the details I entered. It is because of this experience and her lack of even trying to understand that I will never be back. They left off half my order the first time I went, but they didn’t charge me. I am interested in talking to someone if you wish to give me a call, but be willing to listen, not just be argumentative. Customer service is a skill, and your manager is lacking the skills needed to be effective.
Response from High-Fidelity CompanyMar 15, 2025
Hey, We appreciate you taking the time to share your experience, and we hear your frustration. Our pickup policy is extremely strict, and that’s intentional—we have to be absolutely certain that our products stay in the right hands. With Senate Bill 3 threatening to wipe out our entire industry in Texas, we have to operate with the highest level of security and compliance to show we’re doing this responsibly. That being said, we do allow someone else—like a spouse or friend—to pick up an order. We just ask that they be 21+ and that their name is placed in the comments section when the order is placed. This helps us keep everything above board while making sure our customers still have flexibility.