NUG El Cerrito — Attraction in El Cerrito

Oct 2024 Update: I'm downgrading my review as I've become very dissatisfied with their service.

Pros: They still have a good selection with good deals, and a clean store with friendly employees.

Cons: Expect to wait in line, sometimes a long line. They've refused to honor their undated coupons, saying they've expired. It feels like they don't want you to shop or order online, and you get no benefits from shopping online when it comes to picking up your order more quickly when you go to the store. Half the time your order isn't ready when you get there, even when you're in the pickup window they've specified. They no longer post their daily deals (which were the only reason I shopped there) on the website- you now have to go into the store to find them. They've previously listed deals on their website that they won't honor in the store. They don't offer all-in pricing, like the other dispensary in El Cerrito does, so you get sticker shock. It's very hard, almost impossible to return defective products like cartridges. I've been shorted on my order more than once and not realized until I walked out, and they won't hear of it- the assumption is that its always the customers fault. Multiple managers have blamed their pricing/website/marketing/customer service problems on corporate, which leads me to believe the entire organization is problematic. It feels like a failing business. Buyer beware.

Previous review. Good selection, some good prices among CA dispensaries. I wish there was a better and more consistent selection of 1/2 and full ounces. 1/8's can be quite expensive, but also some cheaper options.

Their online system works very poorly on my mobile- I can't really shop on mobile, finding the experience quite frustrating. I've also had issues with their password system, and have had to reset my password a number of times.

They offer deals, but in my experience you can only get them if you shop in-store.

Their return policy is poor- only 1 week to return merch. I've gotten vape cartridges that don't work and I didn't even find out in that window, and they wouldn't take them even with a receipt and the original box (which you also need for return, so be careful).

I liked it for a bit, but the combo of the frustrating ordering system and not being able to return defective merchandise...

Beyond “Above and beyond”!!!

So I recently had surgery and it is extremely difficult to get around (especially without handicap parking).

When I drove up to the El Cerrito, Cali NUG (which is my ONLY plug) I hesitantly parked in the handi parking, leery of the possible parking fine. Steve, the muscle, was so helpful. Retrieving Gaby, the manager, who spoke with me and informed me that I legally would need to purchase in store, and I completely understand.

What happened next was the “special sauce”.

First Gaby instructed me to realign my vehicle, so I could have room for my wheels, 🦼🧑🏽‍🦽which gave me an easily accessible path to the door. Then Steve helped me get my door and gave me a steering push on my wheels. Once I was safely mobile, he pushed me to the door. Gaby welcomed me (officially 🙃) and pulled me right up to Tiffany’s counter (there were definitely screeching sound effects added to the 20 foot commute to the counter!!). Tiffany, the bud tender, was all smiles (and if you get the pleasure of seeing her smile, you’d know why she shares her smiles!) and she handed me my ONLINE ORDER that I ordered only 4 minutes before. Finally the transaction was the work of a moment, and after a tip (please always tip) Tiffany pushed me all the way from the counter to my car seat. 🚗 Trifecta of awesomeness.

This is one snippet of their regular delivery of great daily prices, and showing their kindness and humanity.

Visit my favorite plug… go to El...

Beware:

So I asked for a 20g bag of a specific strain BUT the budtender Courtney decided to give me a different product that looked identical WITHOUT clearly stating it was a different product and sold it to me. All she did was softly mumble "this okay?" which I didn't understand was actually a completely different strain.

Immediately after point of sale I noticed she sold me the wrong product. When I informed her this was the wrong strain she assumed a nasty attitude with me stating that there was "proof on video" that she showed me it was a different product and REFUSED to exchange the product leaving me with an expensive bag I did not want.

A COMPETENT employee would have clearly stated "Sorry, we are currently out of the product you request, would you be interested in this alternative?" Obviously she didn't communicate clearly or else I would have understood but rather than simply admit her incompetence she became combative.

She is an example of someone who would rather screw the customer over than just admit she did a poor job of communicating.

Nug itself is a solid store for the most part with decent deals but they need to vet their...