Complaints

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

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  NETA

  160 Washington St Brookline, MA 02445-7612

• 

  NETA

  118 Conz St Northampton, MA 01060-3859

• 

  NETA

  5 Forge Pkwy Franklin, MA 02038-3135

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:07/06/2024

  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.

  On 7/3/2024 I made an online order to NETA and prepaid via Dutchie Pay. When the delivery person arrived, he told me that the payment didnt go through so I didnt receive my order. However, the payment did go through and in the wrong amount. My order was $120 but I was charged $160. I have emailed NETA multiple times and they insist nothing improper happened but fail to explain.

  

  Business Response

  Date: 08/09/2024

  Thank you for your patience as we reviewed the details of your recent orders and payment concerns.
  

  Based on our investigation:

  
  Order Details:

  7/2/2024: Your order for an ounce of flower, totaling $160, was processed, and closed in our system. The transaction is correctly listed as DutchiePay on your bank statement.
  7/3/2024: You placed another order for five grams of shatter, totaling $120, which was unfortunately cancelled.

  It appears that the payment for the $160 order was processed on 7/3, which might have led to confusion. This payment was indeed for the initial order placed on 7/2, not the cancelled order of 7/3. Therefore, the payment and charges are accurate as per our records.
  We have reviewed the transaction screenshots you provided and found no evidence of being charged twice. The discrepancy seems to stem from the timing of the payment processing rather than an overcharge or error in the amount.

  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:05/02/2024

  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.

  I went to NETA Northampton as a medical marijuana patient in need of medicine. I buy 1 gram cartridges that can be used with a vaporizer. I went to NETA on April 9th and bought several cartridges. Over the next few weeks I tried several of them and all of them clogged after minimal use and could no longer be used (I was only able to use about 1/4 of the product in the cartridge). I went to the store to return the ones that I hadn't used because they weren't working and they refused to take them back. They acknowledged that my cartridges were not working but said they will only take back 3 of any same/similar item from a purchase because they have to destroy what they get back... But I would have no use for them because they are already faulty and do not work. I have begged them to take back the faulty cartridges but they are refusing to do so. I tried every method I can and every method they recommended to try to make the cartridges work but nothing will work. I have to drive over an hour for my medicine and they sold me cartridges that don't work while saying that it was medicine and are refusing to replace faulty medicine. I have not gotten the medicine I paid for. I have purchased hundreds of cartridges over the years and have never had this happen at a dispensary. Every cartridge I tried was faulty and didn't dispense medicine as was advertised/explained. I went to NETA and spoke with the Assistant manager, ******, She acknowledged that the cartridges don't work but only replaced 3. I then spoke with the store manager, *****, on the phone and she also acknowledged that the cartridges don't work, and that they are medicine, but said that they have no responsibility to replace faulty products and all she offered to do was destroy them. ***** bragged that the law has not caught up to marijuana returns and that they don't have to do anything about faulty products/medicine that doesn't work. She believes that they are unregulated and above the law.

  Customer Answer

  Date: 05/14/2024

  I have not heard from the business in response to my complaint.  I am a medical cannabis patient and went to the medical marijuana portion of the dispensary.  They sold me faulty products that contain, but do not dispense medicine.  They made a point of saying that they have no obligation to replace anything related to cannabis, which is their entire business.  They are clearly taking advantage of disadvantaged people.  Most of whom are probably too nervous to come forward (seeing how this concerns cannabis) and others probably don't know what to say, but these products should be covered by both implied warranties and they should be given extra scrutiny because they are being sold as medicine.  I understand that Medical Marijuana is still a new area legally in *************, but that doesn't mean they can take advantage of people and sell fake/bad products.  I have been a medical marijuana patient for years and am even a registered caregiver (I can go to dispensaries for) for my brother who is disabled.  He also purchases these cartridges often and we have never had this happen before with dispensary products.  The only time we have seen cartridges that didn't work like this was because they were not purchased at a dispensary.  If they are allowed to keep selling bad products like this without ensuring that they work it will mostly harm people who are seeking medicine.  

  

  Business Response

  Date: 08/09/2024

  Thank you for reaching out and sharing your concerns.

  
  I want to emphasize that our return policy is more accommodating than many dispensaries, as we do offer store credit for defective products within 30 days. We are committed to providing this service to ensure our patients have a positive experience. For bulk purchases exceeding three units, returns are subject to manager approval, and we strive to handle each case with care.

  
  Regarding your recent purchase, we offered to return the three cartridges that were reported as faulty, as per our policy. Since the remaining seven cartridges brought in had not been used, and considering our data suggests its unlikely for all ten to be defective, we are unable to process a return for the entire batch. We also recommended checking the battery, which might help resolve the issues youre encountering.

  
  We appreciate your understanding as we follow our policies and regulations. If you need assistance with proper disposal of any products, we are happy to help.

  
  Thank you for your feedback, and we hope to resolve any concerns you may have.

• Initial Complaint

  Date:07/13/2023

  Type:Delivery 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.

  I am a registered medical patient, I have never experienced such poor accessibility from a dispensary. I used to be able to place a medical delivery order the same day and have my delivery. Now, all time slots are sold out DAYS in advance. I have to place a medical order at least a week in advance to get it delivered to my home. Because of this, I have been ordering recreational as recreational delivery times are always same day. However I am now paying taxes and different prices on merchandise that should be tax less and special pricing as I am a medical patient in need. Not to mention the last time I placed a recreational delivery order, I got one confirmation that the order was received and then never got any updates and the delivery was never completed with no follow up! When I tried to call the store to inquire about my order nobody answered the phone. This is extremely frustrating for a medical patient in need.

  

  Business Response

  Date: 07/19/2023

  Thank you for reaching out to us about your concern. At NETA, we value medical patients, and we aim to provide great customer service. Were sorry to hear about your experiences with our Medical Delivery. Our ********* store has been experiencing staffing shortages, resulting in smaller capacities for delivery windows. These windows fill up days in advance due to the limited availability of our windows. NETA ********* must use a 3rd party courier for our Adult Use delivery per ** regulations. Our 3rd party vendors capacities have not been impacted by staffing shortages. We are actively addressing our staffing shortages in-house and will likely see capacities open back up for medical patients soon. We have credited your patient account for what you paid in taxes for AU deliveries. These credits are noted in your patient profile and can be used on a future purchase. Thank you for taking the time to reach out. NETA Team.
  

  
  

  Customer Answer

  Date: 07/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Where can I see the credits for the ** deliveries on my patient profile and how can I go about using them, as of now I do not see a section in my account that I can view these credits. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Alexxis

   

   

  

  Business Response

  Date: 07/20/2023

  Hi Alexxis, 

  Our point of sale software contains a profile for each medical patient where we can store notes, credits, vouchers etc. Your credit has been added to your notes section (I've attached a photo).

  When you are shopping in store, let the guide who helps you know that you would like your credit applied, they will see it in your notes section & apply the credit. If you are hoping to use this credit on a delivery order, please write in the 'Special Instructions' section of the online order confirmation page that you'd like your credit applied to the order. (I've attached a photo of this as well). Just as a heads up, when placing your order, you won't see the credit applied in your confirmation email, as it is applied in the store before delivery. 

  Please let me know if you have any other questions.

  NETA