Complaints

This profile includes complaints for Green Thumb Industries's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Green Thumb Industries

  325 W Huron St Ste 700 Chicago, IL 60654-3638

• 

  Green Thumb Industries

  2703 Broadway St Quincy, IL 62301

The 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:09/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  hello, I have been trying to get my 401 k funds distributed after leaving ***. I started this process on 7/25/24. I have sent 17 emails had multiple calls and promises of supervisors to call back. the issue is my address changed and they will not accept the *** address card. and refuse to send funds even tho I provide state id with address change card, ss card, voters registration card and mail with my address on it. I have gone back and forth with this company for months. The number of issues I have had with the situation is too many to list here. I have even requested them to send to old address. I am fighting a massive company and need help. *** retirement is the funds manager for ***. please call me ************

  Business Response

  Date: 10/25/2024

  • On 9/20/2024, we received Withdrawal Request ?? Lump Sum Cash (withdrawal all his money) from *** regarding ******** *****.
  • We contacted *** ***** on 9/20 and on 9/23 asking him to confirm his address as what we had in PCS and Wurk was not matching.
  • It was not until 9/24 that *** ***** contacted us explaining the difficulties he was having with PCS, in which GTI was not aware of.
  • He further explained to me that he had been in contact with PCS since 8/2 and that there was no response or action from that. When I spoke to our Relationship Manager, to further assist she explained the following:
    • According to PCS records, ******** ***** contacted the carrier on 8/2 to withdrawal his money from his account. *** provided him with a form to update his address and information. *** also has rules set in place where if former employees addresses do not match on their end, an individual needs to provide an updated ID. *** ***** kept providing an ID with another address.
    • I was told by our account representative that ******** ***** needed to submit a valid ID and fax it to the carrier which is what I informed to *** *****.
    • I was also told that we (GTI) are unable to do much besides wait for the employee to submit the appropriate documents to PCS in order to approve the request.
  • Unfortunately, by the time that I had communicated with *** ****** he was very displeased with PCS handling his funds and mad at GTI for not properly handling his case.  It was not until we contacted ******** that we found out what was going on.
  • After so many email exchanges, phone calls, and further assistance on all parties, *** ****** request was approved, and his funds were sent out on 10/8. Unfortunately, his complain to the BBB had already been submitted.

  Thank you!

• Initial Complaint

  Date:11/22/2023

  Type:Service or Repair Issues
  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.

  AS of 11/22/2023 I ordered from Rise Cannabis. I ordered online for the deals they had. When I arrived, I was told I could get my free product this visit. I was informed by the front desk. When I went back they said I could not receive the free product this time and I would have to wait. They re did my order while I waited. I called my wife. Because I said the word ****, an employee came within 1 feet of me and harassed me while I was on the phone as if I could not be on the phone. She stated that I need to shutup. I stated I was not raising my voice and they need to calmy back up while i receive my order and leave. They did not. They continued to harass me. Even to the point of walking out the door. I have a picture of the supposed General Manager chasing me out and stating she wanted to fight me while my wife was in the car witnessing the whole thing. I did not even get my order right.

  Business Response

  Date: 12/01/2023

  Spoke with the ** *************************; she stated he placed two orders that were incorrect , which resulted in him having to wait longer than normal due to a sale that was taking place.
  Once he left, his wife called the store stating there was a jar missing from the order.
  ** ************************* was able to confirm that there was no jar missing and that he received everything in the order placed.  While on the phone, he was screaming in the back ground and calling her all types of names and threatened her.  The wife was trying to get him to stop yelling but he would not.

• Initial Complaint

  Date:10/25/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  On Monday, October 9th, I visited the *************** Dispensary for a purchase meant to mark a special occasion. I had seen an advertisement on the ********** **** website that showcased a 3.5 gram product for the price of $9.62. To my surprise, when I made the purchase at the *************** location, I was billed $32.35 for that same product. It was only after I had left the store and reviewed my receipt in my car that I became aware of this discrepancy.Additionally, *************** promotes a $5 birthday discount, which I was eligible for but unfortunately did not receive during my visit. For clarity, I purchased three units of 3.5 grams of Kush Mountains, and it seems I was overcharged by $22.73 for each unit. This overcharge totals $68.19, and coupled with the missed $5 birthday discount, the sum owed to me stands at $73.19.I made a conscientious effort to reach out to ***************'s customer service: first on October 16th, and again on October 21st. Sadly, I received no response on either occasion. Today marked my third and final attempt to communicate with them, where I indicated that I might have to escalate the issue to the Better Business Bureau if left unaddressed.It deeply saddens me to resort to this measure. The customer experience I've had with ***************, especially concerning their lack of communication, has been far from satisfactory. Acts that resemble 'bait and switch' are not just a disappointment, but they also raise legal concerns. I genuinely hope ************************* realizes the importance of upholding both their offers and their reputation, and takes the necessary actions to rectify such oversights.

  Business Response

  Date: 10/31/2023

  Contacted guest to discuss his concerns relating to the overcharge and birthday discount. Offered a $100 credit in reward points due to the inconvenience. Customer was pleased and will continue shopping at RISE.

  Customer Answer

  Date: 10/31/2023

   
  Better Business Bureau:
  
  Having carefully reviewed the business's response concerning complaint ID ********, I am pleased to say that their proposed resolution aligns with my expectations and is satisfactory. Thank you for addressing this matter.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/20/2023

  Type:Product Issues
  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 two items from a retail outlet of this business in *******, ** on June 20, 2023 at 9:26AM. They are offering a promotion that allowed me to buy an item for $5, instead of $20, if you were spending $50 or more. I took the offer but I didn't receive the additional product. Upon calling and speaking with *****, a supervisor, I was told that I couldn't be credited for the amount that I spent on the product over the phone and that I would have to come in the store because of how their payment systems operated. I told her that this was unacceptable and that I would not make another trip for something as small as this. Instead, I requested something more than just to receive the product of which I had paid for upon returning to the store and ***** refused, saying that was not possible. This is the Order #: ********, Cashier#: *****, Register#: POS 2 - ******** ******** ID#: ******* As I've spoken with the business and their offer to resolve the issue was unacceptable to me, I'm hoping that the BBB can assist me. I would like to receive a refund to my debit card of the amount that I paid or a more substantial credit than $5.Thank you!

  Business Response

  Date: 10/31/2023

  RESPONSE:  Guest confirmed that the issue was resolved in-store.  The guest couldn't provide an exact date the issue was resolved in-store.

• Initial Complaint

  Date:05/04/2023

  Type:Product Issues
  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.

  On April 23rd I tried to prepay using ********* and that transaction was declined because I had an issue with my account. So today for some unknown reason on May 3rd they re ran that declined payment. Not offering me any product for the money they took and they also took the money from my bank account without my consent or my knowledge .

  Business Response

  Date: 05/18/2023

  The company contacted ******************** and explained that sometimes charges through ******* can post to bank accounts at a later date, and that the charge in question was a result of that delay. ******************** accepted our explanation and apologized.