Elliot R.
VICTIM OF SUCCESS: OVERCROWDED, UNSAFE, INEFFICIENT AND SLOW
I've been an occasional customer of Surterra since MM was legalized in Florida. Their staff is friendly and professional, and the products are presented in a more medical-oriented way than some competitors which seem to be running legal head shops. However, recently, Surterra has become a victim of its own growth with outrageously crowded stores, malfunctioning online systems, and long wait times. With coronavirus, this is unforgivable. Yesterday after ordering online at 8am before the North Palm Beach store opened, I waited till 2pm before contacting them. Their order system had suspended my order in limbo. Then they processed it and asked me to come in for pickup. I waited almost 30 minutes and had to make a fuss to get them to give me my order. NO EXCUSE TO MAKE CUSTOMERS WAIT 30 MINUTES IN A CROWDED STORE TO PICK UP AN ALREADY PACKED ORDER. I discussed all this with the manager who seemed completely overwhelmed. She pleaded the fact that the store was processing over 200 orders a day. Yes, but then improve your systems. If someone has ordered online and their product is ready, why are you exposing them to coronavirus for up to 30 minutes? Sheer negligence. btw, as I head out, there were perhaps 25 people waiting in the parking lot to get into the store. Wonderful for Surterra but how about trying not to infect your customers?