Pam
Poor customer service
Went to local dispensary to pick up my express order. Express orders were directed to sit in lobby while walk ins were directed to a line inside the pick up area. There were at least four of us waiting for express orders when we noticed that at least eight people that came in after me, were able to go in, place their order and leave, while we were all still waiting. Finally, an employee named Justin called one of the express order people, so I asked him why our orders were taking so long as compared to walk in people. He went off on me in front of all the customers, got very loud, with a big long explanation that he was trying to fit us in amongst all the walk ins and that they were very short handed. He kept calling me "love" which was also offensive. He said I was just going to have to be patient. I said I have been here almost an hour, and he corrected me that I was actually only there 47 minutes. One of the other express order people and I decided to go ahead and get in the walk in line because obviously that was faster. Justin came in and started giving the express guy in front of me a hard time because he had moved to the walk in line. We told him that it was faster. He then pulled the express guy to the express order room, and then told me and the rest of the express people to just get in the walk in line. He must have realized that whatever system he was using, wasn't working. After we were in line for probably another 10 minutes or so, Justin comes back in and starts giving me a hard time again, again referring to me as love, and the men in line as "boss." He was so wound up that the guy behind me told him to leave me alone and move along, that he made his point and he needed to stop giving me a hard time. My complaint is, why would express orders take over 30 minutes longer than walk in orders, and why was this employee giving me a hard time just for speaking up? I wasn't disrespectful or loud or insulting. I realize it was a holiday, short handed, etc. You can't call it an "Express" pick up if it takes longer than someone who just walks in the door. I hope you can fix your system, but I am going to seriously consider going elsewhere. Well, here's an update. Went to place an online order for delivery and can't. Have been told there's issues with the website, but no idea when it might be fixed or if it will be fixed at all. I was told that I have to go to the physical store. As the nearest store (as I won't go to Zhills again), is 45 minutes away. I'm disabled, over 65, and we only have one car, which is with my husband at work. So, I have to wait until I get a ride, drive 45 minutes, and maybe I might be able to place an order. Guess I need to shop anyplace other than Trulieve.