Complaints
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a cart and battery from ************** on 12/17. Upon hitting it the next day for the first time, it was extremely burnt and tasted like chemicals. I called the location, and they assured me that I would get a refund or an exchange if I came into the store. I came into the store, and they let me in and the shift lead denied me any compensation and demanding I call the manufacturer.
Business Response
Date: 01/31/2025
****** The ** code has nothing to do with the package info, it is done to sell the item, not specify the cart batch id...Unfortunately we cannot return a cartridge for a dislike in taste, due to state regulations...in the future please reach out directly to the brand for any issue regarding you not liking their product...Have a good one ****** happy holidays...
He essentially wanted a refund for a bad tasting cartridge, not a defective cartridge, due to state regulations we cannot return a product for that reason, I stated to him to please contact the brand, as most times they will send us a replacement, he didn't do that which would have resulted in a quick resolution.Customer Answer
Date: 01/31/2025
Complaint: 22707347
I am rejecting this response because:
The cartridge is burnt, it's not about taste. The cartridge is defective.
Sincerely,
***** *******Business Response
Date: 01/31/2025
The customer requested a refund for a cartridge based on taste rather than a defect. However, under California Proposition 64 (The Adult Use of Marijuana Act) and related regulations, cannabis retailers are prohibited from accepting returns unless a product is defective, contaminated, or mislabeled. Specifically:
California Business and Professions Code ***** requires licensed retailers to maintain compliance with track-and-trace systems, ensuring product integrity but not allowing returns for subjective reasons such as taste.
California Code of Regulations, Title 16, 5410 states:
"A licensed retailer shall not accept returned cannabis goods unless the goods were defective, contaminated, or not as described."
Additionally, all cannabis products sold in licensed dispensaries undergo rigorous testing by state-certified laboratories, as mandated by California Code of Regulations, Title 16, *********. This process ensures that products are free from contaminants, pesticides, and heavy metals, protecting consumers from health risks. Since this cartridge passed state testing and met all safety standards, there is no regulatory basis for a refund due to taste.
To assist the customer, I advised them to contact the brand directly, as many manufacturers have policies addressing product satisfaction and replacements. However, the customer did not pursue this option, which could have provided a quicker resolution.
General Manager
Nug SacramentoCustomer Answer
Date: 01/31/2025
Complaint: 22707347
I am rejecting this response because:
As I said before, the issue was not the taste. The issue was that the cartridge is burnt and defective, and heats up my battery to a dangerous level.
Sincerely,
***** *******
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