Shangri-La Cannabis Adult Use Retailer — Local services in Norwalk

Called the store at 1:45 PM today and spoke with staff member Armani. I asked are you guys open today? (knowing its thanksgiving) Armani replied with "Yes, we are open." I also asked do you guys had the cartridge deal today like normal from 1-3PM. She said yes, and I asked "how do I order the cart deal on the website? I logged in but don't know how to order the deal." She said that she didn't know how to do this, and that it would be better if I just came into the store. I said I didn't want to do this because TWICE in the last 2 weeks I have gone into the store and they were sold out of the thing I wanted right when I arrived (after getting an "it is was it is" apology, I was advised for the future to ALWAYS order it for pickup online so I wouldn't miss out). Fair. Armani said you didn't have the actual cartridges today (disappointing), but you had 1G Cliq Pods instead. I said that I didn't want a Cliq Pod (because they don't work well). She said ok. I then said I was leaving my house now to drive over to the store. I notified her that I was headed to the store. She said, OK thank you. I then PLACED AN ORDER on the website that was accepted, and it said see you in 15 minutes.

When I got to the store the light was on but the LED sign was off. The door is locked. Then after I knock on the door the light shuts off. I called the store multiple times to zero response. Now I have just driven 20 minutes to pick up my order only to be met by a locked door. Ten minutes later I spoke to another gentlemen who drove to the store and was locked out after placing an order online.

Seriously? Some of the worst customer service I've ever seen across multiple visits to the store. You would think they would call a customer back that places and order and says they're on the way. I get it's Thanksgiving, but both other CT locations are open and picked up when I called. This shouldn't have happened, it's incredibly disrespectful and wastes the time of your customers. I am disappointed in Shangri La, it seems like they could not care less about helping...

Placed an order at 7am 3/25/25 for pickup for a quarter ounce and set the pickup window for 7:15pm-7:30pm. Was given a confirmation email that my order was ready for pickup at 11am. But when I got there I was told that they had canceled my order and thrown away the product.

When I spoke to the individual at the counter, he proceeded to give me an attitude and say that since I had not paid online, there was no guarantee that they would hold on to the product for me. So why is there is an option to pay in cash when you are scheduling a pickup? Or why do you even have the option to schedule pickups if they are not honored. His response, “we just assume that people will not come to pickup their order so we cancel them and put the product back”. So they are basically saying scheduling a pickup means nothing. Their employee continued to give me an attitude, so I just left. While another employee (Person at the initial counter, checking ids) laughed. At no point did I try initiate an argument, but their staff was set on arguing about it. Not worth it, if I was a less emotionally stable person I would argue back but it’s completely pointless.

I would say don’t waste your time going here. Staff treat you like an after thought. Like it’s my fault for scheduling a pickup and showing up on time for it. I believe I walked in at about 7:20pm. So within the window. Honestly would not have been a problem if they had just apologized for the mistake, but apparently they have issues with accountability.

Also, final note for the management. It should be a concern for you that your employees are so unstable emotionally that they immediately initiate arguments over their own mistake. Mistakes happen, but if you are that dead set on being defensive over them you are saying that your customers are of no concern to you. That your customers should be grateful that you even...

This place has great value for CT and possibly NY even. If you follow the menu and the Shang "culture" if you will, you'll notice they offer deals on a daily basis. Everyday is a new special to both offer the customer great deals on amazing products, and also to encourage support for the overall culture of the shop (For EX. If you wear their shirt on Fridays to the shop, you get a deal 😀). They also have amazing clearance deals on mid to high potency flower every now and again. If you math the maths right you end up getting fat bulcky nugs for what I would describe as spot on pricing. It isn't cheap, but they don't put "luxury/city" prices on everything. I like this strategy whether it's deliberate or not, because you have the super high-end products for the occasional light users or "special occasions," as well as the "mid to high" level flower and other products that are priced fairly so you can buy them by the ozz and not kill your budget....