Staff is always friendly and know what they are talking about. Associate with a high I'm backed pin helped me and they were very knowledgeable and friendly, had a great experience dealing with them 😄
How do I even begin to explain how terrible this return experience was?
Before going to the store, I called to confirm they had a Puffco Proxy Core in stock. I was told they had one left, and I let them know I was on my way to pick it up. Everything seemed fine.
Unfortunately, that's where the problems started.
1. I was sold a product that had already been opened. Only afterward was I told it was a display unit.
2. When I got home and inspected the product, I discovered it was missing one of the included tools from a $230 purchase. I had to call the store to report the missing item.
3. The assistant manager handled the situation very poorly. Instead of trying to resolve the issue, she insisted that the missing tool wasn't supposed to be included—even though it's clearly shown on the product packaging. She even suggested they could sell me the missing tool separately, which made no sense considering it should have been included with the product I had already paid for.
The interaction quickly became unnecessarily confrontational. She even threatened to deny me service because she claimed I was being rude. The only thing I said was, "I'm not talking to you," after she repeatedly insisted the product was complete despite the obvious missing item.
In the end, I did receive a refund, but only after spending about 30 minutes at the store while the assistant manager called the store manager because she claimed the product wasn't defective. A product missing parts from ..
I usually love going to this store but I had a bad customer service experience that kinda left me feeling glossed over. I was waiting to grab something, a gentleman with a beard and a hat asked how could I help you, I point at what I was looking for then he sees another guy who must've been his buddy cause he just said im going to help buddy and left me hanging there.... luckily a lovely lady came over and saved the day, she is the hero of the evening in my eyes, zero prejudice or discrimination. I mentioned the experience and asked if its normal for a sales person to say they will help you, then immediately turn and help someone else first. They spoke in a different language together so I figured it was some exclusive customer service experience that completely eluded me here. Not sure what his issue was but this is my response to his terrible service and possible discrimination.
Hi,
I wanted to pass along two suggestions/issues with the online ordering experience:
Product sorting options are missing: It would really help to have:
Price: Low to High
Price: High to Low
Right now it makes browsing much harder, especially on mobile.
Pickup person/account name confusion: We place pickup orders under my wife's account, but she enters me as the pickup person. However, the order still sometimes appears under her name in-store instead of mine.
This has caused confusion during pickup multiple times.
Overall we like the service and prices, but these would improve the experience a lot.
Thanks.
Today I had an amazing experience at Canna Cabana thanks to Shehrin! She was incredibly knowledgeable, friendly, and took the time to explain everything clearly. She really knows her products and helped us understand all the options without rushing us. Her customer service was top-notch and she made the whole visit smooth and enjoyable.
If you visit Canna Cabana, definitely ask for Shehrin — she's fantastic at what she does. Keep up the great work!
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