Catalyst Cannabis Dispensary El Monte — Attraction in El Monte

Date of Incident: November 2, 2024 Time of Incident: Closing shift Location: El Monte Catalyst

Summary of Incident:

On November 2, 2024, I visited the El Monte Catalyst location to request an exchange for a Plug-Play pod that was malfunctioning. I had purchased the pod only two days prior and noticed it was empty by the second or third day of use. Given my work schedule, which includes 12-hour shifts, I was unable to return sooner, but I made sure to visit within the 7-day warranty period.

Upon arrival, I was assisted by the only manager on duty. Unfortunately, the manager's conduct was highly unprofessional. She did not take the time to inspect the product properly. There were clear signs of leakage on the pod, which I expected her to acknowledge, but she did not. Instead of helping with the exchange I requested, she engaged with me in a rude and dismissive manner. Her tone was combative and she seemed to argue with me as if we were siblings, rather than maintaining a professional demeanor.

At one point, I heard her refer to me as a "dumbass." This further escalated the situation and caused me significant distress. Despite this, I remained calm and explained that I was simply seeking an exchange for a defective product. However, the manager did not listen to my concerns and instead called security to escort me out of the store. Although I was not physically removed from the store, the mere fact that she felt it necessary to involve security, without making any effort to address my issue, was deeply upsetting. I was simply trying to resolve the issue in a peaceful and reasonable manner.

Update on My Previous Review:

After my initial experience at this dispensary, I was able to find out the name of the manager involved in the incident—Sabrina. She had refused to provide her name during the incident, which only added to the frustration. The day after the situation, I called back and spoke with Anthony, another manager. Unfortunately, the follow-up was just as disappointing.

Anthony showed no sympathy or remorse for Sabrina’s behavior. Instead of addressing my concerns, he seemed more bothered that I was even complaining. He didn’t apologize for her actions and, when I mentioned the situation, he simply said Sabrina "must've had her reasons" for acting the way she did, which I found completely unprofessional and dismissive.

While Anthony offered a 30% discount on my next visit, I honestly don’t care about that at this point. The issue isn’t about the discount or even the exchange—it’s the lack of professionalism, empathy, and basic courtesy I experienced from both Sabrina and Anthony. Their rude behavior has left me feeling very uncomfortable, and I’m not sure I want to return to a place where I feel disrespected by the staff.

I appreciate the offer to come back and speak with a manager, but with these two still potentially involved, I’m not sure how much it would help. It’s unfortunate, because I had hoped for a better experience, but at this point, I just don’t feel...

I was starting to like coming to this location until this happened ...I came in for the 420 sale they had on April 4/20.... I was looking for the best deal I could try and find ...I asked the person who was helping me if they could refer me to something they suggested me to take home the Cali lotus jet mints as soon as I asked I was trying to check out the other 1/8 they had on sale but I felt like the bud tender kept pushing me to buy the jet mints because he was saying that it was a great deal and that I won't be sorry.. so I went ahead and listen to him but felt odd about something because... when he had to ring me up he told another associate to help me because I saw that one of the other customers was very friends with him.. so he just left me with the other worker to charge me.. so I thought that was a red flag .. right after I went to my car and open the jar and there wasn't any flower inside the container... so I immediately went back inside and asked for a store manager..so they told me to wait a couple minutes for them to resolve the situation ..I waited quite a while I was waiting for almost 15 minutes until somebody came up to me and told me... that they weren't able to help me because of the store policy.. there's no refund so I asked to speak with someone in charge ..so that I can speak to them myself ...then after I waited a couple more minutes ...this lady who was in charge just started to give me a little attitude and said that I have to call the merchant and that they weren't going to give refund my money or product back... Let me remind you guys when I first came inside to ask for a refund I was calm and collective I never insulted or got rude with anyone until this lady starts to antagonize me and wanted to switch it around by trying to make it seem like I was causing the problem like if I was playing the victim... first of all I was the customer who came and waited in line just like everyone else then I bought a product and it was empty and all I wanted was my refund or my stuff and leave so then they went back inside to the back room and the same lady came back and handed me a new jar and told me this the last time you're allowed to come inside you're band for good have a nice day ... I felt so disrespected because I knew I was right and not only that I suggest everyone who shops here check your items and products before leaving I was so ashamed of the poor management I made a complaint but all they said that they can't do anything about letting...

Always really enjoyed coming here, but really can't recommend after my experience today. I renewed my license on the 18th of this month. I was not sure if this shop would allow me to show my Renewal Receipt/Invoice from the DMV, so I called ahead of driving the 30 minutes on the 23rd. The employee who helped me on the phone said as long as I had a receipt for my renewal it was all cool to come in. So, I brought my expired ID, and my renewal receipt. She let me in and accepted my business.

I wanted to make sure it was cool to go again because I have not received my new ID in the mail yet, so I called Catalyst ahead of time before heading over today. The same answer as last time was given, by who might have been the same employee over the phone. She said, "Oh yeah, it's totally cool. Come on in." So I drove over again, but this time wasn't let in. The female employee who I talked to was not there, a male employee up front who took my ID and papers told me it's Catalyst policy that we HAVE to have a "Interim" piece of paper that we receive in the mail from the DMV to come in. Funny though, the DMV told me to use my receipt/invoice for when I drive with my expired ID until my new one comes in the mail... They never mentioned anything about mailing this form to me, and why wasn't this brought up the time before I WAS allowed in? When I asked these questions, it was as if I didn't ask them, my words were ignored and the man constantly said, "we HAVE to have this interim form, it is our policy, sorry." Strange, cause you guys definitely weren't saying that before, or even 30 minutes before I arrived when I talked to you on the phone.

Really disappointing, cause weed is expensive. Gas is expensive. The dude could've tried to look my name up in the system and see that I was let in on the 23rd, after my ID expired the 18th, but they probably thought I was some coo coo weirdo. Whatever won't be coming back, that's for sure. It's a bummer cause a lot of the bud tenders are really cool.

Waste of time, gas, and pretty embarrassing...