March and Ash Mission Valley Dispensary — Attraction in San Diego

I'm so upset at the awful experience I had this morning. I made a delivery order of 3 cartridges, and there was something wrong with 1 of them. I assumed that the store would either exchange or provide a refund. They wouldn't do either and told me to reach out to the company (phire). I didn't buy it from phire, I bought it from March and Ash delivery. I will never buy from such a dishonest company that stole my money and couldn't have cared less. So, as a customer who just got robbed, be careful ordering delivery from March and Ash. They have lost me as a customer and have hurt their reputation, and I will make sure I can share my experience with as many people as possible so that it doesn't happen to them. Very unfortunate and completely disappointed and disillusioned with March and Ash.

This is in response to the reply from the owner.

Your words sounded so nice, but I want everyone to know how completely fake the answer was compared to the experience I had with the staff both by chat and over the phone.

I was instructed to contact the manufacturer, but as no contact information was provided, I am sure they knew that wasn't a possibility. Also, when I asked to speak to a supervisor, after asking to hold several times, I was told no one was available, but that was also a lie because the agent kept putting me on hold to ask someone my questions.

So again, this response is directly to the owner who replied to my review. If you really cared as you claim, provide a resolution that is possible. If you instruct me to contact the manufacturer, provide the phone number because I tried most of this day and couldn't locate any phone number.

But realistically, your response was not an attempt to help me, but it was an answer to a customer who was completely dismissed and disregarded by a business that should have better customer service, especially to a loyal customer. When you sell a counterfeit defective product, you should make it right. But what you did was say, we won't exchange, we won't refund, that's your loss, and deal with it.

So I am dealing with it, and I won't be ever buying from a business like this who takes advantage of people.

If you were honest and cared about your reputation as a business, you would have made this right.

But all I can do now is warn people about my experience and hope that it doesn't happen to anyone else.

Your response sounded like you cared, but we both know those were words, not actions, in a situation that should have been easily resolved.

If you really want to resolve this, you need to either:

provide contact information for the manufacturer as you suggested that I complain to them whom I have no problem with because I didn't buy from them, I bought from you.

Offer an exchange

Refund my money

If that's not going to happen, please don't answer me with your nice words because you're lying and have no interest in your customers. I will keep letting people know about this unacceptable experience and the truth about March and...

edit: when I asked the security guard why there was so many 1 star reviews he just repetitively kept saying

“have a nice day, unless you’re the one spamming the account”

WHAT???

Train your staff on proper customer service communication,

THIS IS NOT “THE BAR/Booze Cruise”

spend a lot of $ here and today straight away this guy gives me attitude and after the transaction incorrect change with a difference of about a dollar

march and ash make a good amount of profit there’s no need to keep $1

IN ADDITION

Not only have I spent so much $ here already, I’m polite and quick with every visit

IT IS IMPERATIVE THAT ALL STAFF, ESPECIALLY THOSE IN MANAGERIAL POSITIONS, ARE ADEQUATELY TRAINED TO HANDLE CUSTOMER INTERACTIONS WITH THE NECESSARY DECORUM AND SENSITIVITY.

I am writing to formally lodge a complaint regarding an unsettling incident I experienced at your Camino del rio dispensary.

As a patron, I hold your establishment in high regard, expecting a standard of professionalism and courtesy.

my recent visit fell short of these expectations due to the conduct of the store supervisor.

It is my belief that such behavior is not representative of the standards held by March and Ash

Upon my arrival, I engaged in a congenial conversation with one of your staff members, who had initiated a discussion about my attire and general appearance.

This exchange was both pleasant and welcome, contributing positively to the ambiance of your establishment.

However, approximately 7-8 minutes into my visit, the store manager abruptly intervened.

Without any prior context or understanding of the ongoing conversation, the manager addressed me in a manner that I found to be both disrespectful and unprofessional.

The manager’s words, “if you want to finish this transaction, you’re going to have to park there like everyone else,” were delivered in a tone that was not only condescending but also entirely dismissive of the conversation I was having with your staff member.

This interruption was not only unnecessary but also displayed a lack of basic customer service etiquette.

An essential aspect of customer service, especially in a setting that involves sensitive matters such as mental health discussions, is the ability to exhibit empathy, respect, and understanding. The manager’s approach was in stark contrast to these values, creating an unwelcoming and uncomfortable atmosphere.

I urge your esteemed office to address this matter with the seriousness it deserves.

Acknowledging this incident and appropriate remedial action would not only address my concerns but would also serve to uphold the high standards that March and Ash is known for.

Thank you for your attention to this...

First and foremost let me give everyone a little context pertaining to the situation. My first ever visit to marsh and ash was on a tax free Tuesday and I was encouraged to save my first customer discount because everything was already 30% off. I usually can always make my goodies last until the following Tuesday but I unfortunately didn't make it this time around. I placed a pickup order with marsh and ash and even sent a message to the online chat and even confirmed with an employee that I could apply that 30% on my visit today. Long story short I drove all the way from sorrento Valley to mission valley tonight, only to have the manager cop an attitude with me and not only did she not honor the offer...she also didnt stand by the word of her fellow employee. She said marsh and ash changed there policy less than a month ago and the employee must not have known. If your own employees don't know the policy has changed, how do you expect your customers to know? I've been on the text notification and email list since day one and there was no email communicating the policy changing and when I brought that up the manager literally just said we can't honor that was that. She spoke to me as if I was a child and numerous other employees just put there heads down in embassment. The only employee who apologized to me was the guy who was working his very first Day. He told me itnwas his firrst day and that he was personally sorry for the inconvenience and poor service. It was the only reason I bought something still, I paid full price after being treated like dirt and I did it because that employee knew the situation wasn't fair and that nobody should be spoken to the way I was tonight. It made me extremely uncomfortable and to be sincerely honest, very upset. I spend a lot of money at this establishment, I won't get into exact figures but it's not a small number and it's every week like clock work. My entire family comes here and unless someone reaches out and try to make it right, none of us will be returning. I'll never understand how people work in the customer service industry but have no idea how to actually provide...