Complaints

This profile includes complaints for Nova Farms, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nova Farms, LLC

  34 Extension St Attleboro, MA 02703-4641

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  Nova Farms, LLC

  1137 Worcester Rd Framingham, MA 01701

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  Nova Farms, LLC

  22 Rockwood Rd Greenvlle JCT, ME 04442-3046

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:09/12/2022

  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.

  Dear sirs, My name is *************************. My phone number is ************ My email is ******************* I am writing to inform you of an issue I encountered at Nova Farms ********* Dispensary. The dispensary held a labor day sale which 4 one gram blunts were being sold for $10. These are the same 4 packs I usually purchase each time they hold these sales. I have every container with all the label info on each box. The problem is I decided to empty a blunt to check quality and weight of the flower inside as they usually come looking short of weight. I opened half of the boxes I had left. All of which weight .3 grams short of the advertised weight, some were even more than a .3 short. I still have unopened boxes I wasnt sure what to do with. I sent an email to nova, I went this morning and spoke to a woman who addressed herself as the manager of the store. She listened to my complaints about my problem with novas products and told me it was old product ready to expire and most people are happy to just get the deal and dont go tearing them open. She stated because it was packed so long ago the weight settled. She then said she would do what she could on her end. She then offered me 7 premium 4 packs no charge. I asked her since they were new would they weigh what it stated because I brought my digital scale with me. I was informed that she could not guarantee that so she refused to serve me and I was told since she was the general manager there she did not feel comfortable selling me the items I would have to deal with corporate. So nova can not guarantee their products weight. What else is wrong at that place? The packaging is done on site in ********* where I purchased.Again the dispensary with the issues is Nova Farms ********* site *********************************************************** **************

  Business Response

  Date: 09/14/2022

  Nova Farms has tried to zealously mend the quality concerns presented, which concern a weight discrepancy affecting Southie ***** 4 Pack 1g Blunts packages. The aforementioned issues were first introduced to *********'s Retail General Manager on 09/12/2022 while visiting our dispensary at approximately 11:00 AM. We were highly concerned when you expressed that Nova Farms had been ignoring your previous emails requesting that we resolve the discovered issues. After searching for your emails, our General Manager determined that we had not received any emails from the email address you shared with us, learning that the lack of response resulted from a simple clerical error stemming from emailing ********************* versus ************************************. Since you had gone out of your way to visit the dispensary that day, our General Manager offered to address and remedy your concerns in person.
  
  
  You explained that you had purchased your daily limit of $10, 4 Pack 1g Blunts, which would have been seven total packages equaling 28 grams of cannabis flower. This was a part of our featured menu offerings for Labor Day sent via text message. Upon bringing the packages home and breaking apart multiple blunts, you found the weight per unit to be 0.7g rather than 1g, not confirming whether the scale used was calibrated before or after your at-home quality testing. The General Manager conveyed that the purchased items could have experienced shrinkage due to the cannabis flower losing moisture and drying over time. Noting in addition that the price on these items had been adjusted since they featured obsolete strain offerings. The General Manager offered to replace the seven packs of blunts with full-price premium replacements, as these products had undergone improved Quality Control processes and introduced fresher strain offerings. The General Manager also agreed to waive the proof of purchase or "receipt" policy at this time in the interest of making things right.  
  
  
  Unfourtantly, this offer was found to be unsatisfactory, and you proceeded to ask to break down and reweigh the replacements in the store using a personal scale. The General Manager thus informed you that you would be unable to do that due to industry-based regulations prohibiting breaching cannabis packaging on the sales floor. Subsequently, you outright refused the replacement products and demanded more from the General Manager, making them uncomfortable at multiple points during your interaction. 
  
  

  At this moment, the General Manager tried to de-escalate the situation by proposing a secondary resolution. The General Manager explained that if you could provide us with a receipt, we'd be able to process a cash refund for the blunts purchased. Currently, the Commonwealth's cannabis regulatory body requires a receipt to process monetary refunds for seed-to-sale tracking purposes. A receipt could not be produced; therefore, the General Manager could not process a monetary refund at this time but welcomed you to return with the purchase record or email us a photo of the receipt so we could arrange your refund. You also found this offer insufficient, prompting you to threaten the General Manager with legal action while repeatedly demeaning them in front of their staff and customers. The General Manager then voiced that this behavior made them uneasy; they assured you that they had proposed all the viable refund options within their authority and that you would need to contact Corporate for further assistance. They asked you to resubmit your initial complaint to ************************************ so that the retail team could escalate your concerns to the Corporate Compliance and ***************** Manager. Then the General Manager denied you supplemental service at this time due to what was perceived as continued hostility. 
  
  After this interaction, ************************************ received an email at approximately 11:52 AM on 09/12/2022 from you stating: "I want someone to contact me with a suggestion as to how this is going to be handled. There are retail laws to protect consumers. I am well aware of them. Waiting with a bunch of unopened packages." 
  
  
  Your email and denial of service incident report were forwarded to *********'s ***************** and Compliance Manager. They promptly responded to your inquiry at 2:21 PM on 09/12/2022 following their internal investigation of the submitted materials. The ***************** and Compliance Manager tried to request more information from you regarding how you'd prefer we proceed and expressed a willingness to remedy the issues to your standards so long as it complies with the ***************************'s regulations. The ***************** Manager and ************************************ have not heard from you as of 3:38 PM on 09/14/2022. 
  
  
  We at Nova Farms apologize for the inconvenience this issue has caused you and hope to be able to provide a remedy that you see fit. Please let us know what actions you'd like us to take.