Complaints

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

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  The Dispensary

  5347 S Decatur Blvd STE 100 Las Vegas, NV 89118-2210

• 

  The Dispensary

  8605 S Eastern Ave Ste A Las Vegas, NV 89123-2869

• 

  The Dispensary

  50 N Gibson Rd STE 170 Henderson, NV 89014-6795

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:03/05/2025

  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.

  Over the past few years I have purchased a lot of products from this store. In the past I was getting my exact change but then I noticed a few times as time went on that I didn't receive my full change. I notified management about this issue several times but they never seemed to have it resolved. This last time I visited the store I planned to specifically check and ensure I got my exact change due, which I did not. My order was for $20.72 and I paid $20.75 expecting three cents back. I examined the receipt and saw that the attendant even entered that I only gave him $20.72 at the register which was a lie. When I mentioned this to the attendant he told me that the store didn't actually have any pennies on hand to give as change and therefore they just didn't give pennies out and would correct the total given as needed. Appauled by this information I decided to call the manager to validate that they didn't actually have pennies to give as change and to my surprise the manager informed me that they didn't have pennies because generally when they had to give pennies as change it didn't matter to the customer that there were none so none were ever given. I explained that I felt this was an improper way of doing business as I've been buying from them for years and just found out about this. I informed the manager that this made me feel as though they didn't value my money. I also explained that with the amount of business I've conducted with them over the years that meant they have taken a lot from me which did infact effect me. I think this practice needs to be looked into and addressed as it's been going on for years. If possible I would like to receive some form of store credit as I have spent a lot there and feel the change I haven't received has added up a lot.

  Business Response

  Date: 03/27/2025

  To Whom It May Concern, 

  Thank you for bringing this matter to our attention. We take all customer concerns seriously and appreciate the opportunity to address this issue. 

  First and foremost, we would like to clarify that the initial delay in response was due to the complaint being sent to the wrong facility and addressed to a property manager not affiliated with day-to-day store operations. Once it was redirected to the appropriate location, our team began an immediate investigation. 

  We are currently conducting a thorough transactional audit, including a review of the customer's purchase history and matching it with available camera footage. This process is to ensure we have an accurate understanding of how much change may have been withheld from the customer. 

  Regarding the issue with coin change, it is true that our opening drawer funds and weekly change requests historically did not include pennies. This oversight inadvertently contributed to instances where customers may have been shortchanged by a few cents. We recognize that even small discrepancies can impact the customer experience, and we are actively addressing this. 

  As a solution, we have implemented the following corrective measures: 

  - Effective immediately, all registers are now stocked with pennies at the start and end of each shift. 

  - Team members have been instructed to round up to the nearest nickel when pennies are unavailable to ensure customers are never shortchanged. 

  - The Store Manager, ****** ****, will personally follow up with the customer to offer a refund or store credit to fully resolve the matter. 

  We value integrity and transparency in every customer interaction, and we sincerely apologize for any inconvenience this may have caused. Our team is committed to using this incident as an opportunity to strengthen our policies and training to prevent similar issues in the future. 

  If any additional information is needed, please don't hesitate to reach out. Thank you again for your time and for allowing us the chance to resolve this matter. 

   

  Sincerely, 

  **** Honey 

  Retail Compliance Manager

  ************************************************************************* 

  Customer Answer

  Date: 03/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ****

• Initial Complaint

  Date:12/20/2022

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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.

  How a $17 discount ruined 5 years of loyalty of a customer who spent at least $12,000.00 over the last five years. I was taking a T break, logged into my rewards account, saw an I miss you discount 30% off with a promo code, wrote the promo code, a week or so later made a purchase, used the code, went fine on the online sale. Showed up, said they were not honoring the code and asked me to pay extra. I can see a code being discontinued, but if it works on your website you should honor it for not cancelling it. The rep even said they talked to a manager. I feel like this place has been sold. The deals are not as good as they used to be. Seemed liked 2 months or so ago, they stopped writing daily deals and said to just see the specials. Anyway, they lost a customer who spent a lot of money over the last 5 years by denying a deal they allowed to go through. Whatever, just was not meant to be. I can look past the dry flower, the ok edibles since the staff is so great. Just be careful, if you buy online/pre-order your price is not guaranteed, they will ask you for more than what your agreed deal is. I attached my confirming email, they asked me to pay $52, not the amount but the principal.

• Initial Complaint

  Date:12/13/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Euro haircut employee had very poor customer service skills. Really did not care about the consumers opinion. He wanted to get rid of the current overstocked marijuana for sale. The grade and quality of the marijuana was very poor and low.

• Initial Complaint

  Date:07/22/2022

  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.

  I was told that I would receive a $10 discount by their employee when I got a call back clarifying my order. When I got home I looked for the discount on the receipt where it's usually at the bottom by the total and it says discounts applied clearly. I did not see the $10 discount so I called and asked to talk to the manager and was put on hold for a long time and finally got a hold of the manager Edgar. Edgar told me my discounts are in the above averages which doesn't make any sense and it doesn't come out right mathematically. So I thought either Edgar didn't understand what I was saying or he was just lying to me either way I did not see anything that said $5 discount and $5 discount for pickup. I called and talked to one of their employees who took my information left me on hold for a long time and said the manager would call me back. I got a call back from Edgar the manager who hung up quickly on me before I could answer. I called him back he said my $10 is averaged into the totals above. When I asked for his name he rudely hung up the phone on me. So I called back and the employee started laughing and then stated that she would tell corporate office at The Dispensary about this incident with Edgar and me not getting the discount. I highly doubt that will happen because they were so rude. When Edgar called me back for clarification after he hung up on me he said you got your discounts there's nothing else we can do for you but I didn't see the discounts listed. So he was talking over me and being very rude and so was the other employee and kept saying you've got your discount sir have a good day sir have a good day sir and then he hung up on me again when I and I was trying to get clarification I was talking very calmly to Edgar. If they attempt to lie about this I have the recordings of the phone conversations I've already gotten a lot of dishonesty out of Edgar and a lot of disrespect. I just want my $10 discount or clarification.

  Business Response

  Date: 08/18/2022

  Business Response /* (1000, 6, 2022/07/29) */
  Patient ***** ***** was contacted by management regarding complaint. Patient was not over charged but after conversation both parties came to an agreement and resolution regarding the miscommunication and inconvenience.