Report: #1500044

Complaint Review: Norman Jen - Holyoke MA

  • Submitted:
  • Updated:
  • Reported By: Norman — Chappaqua NY United States
  • Norman Jen 380 Dwight Street Holyoke, MA United States

Norman Jen Do not Pre-Order Online! Explanation in description Holyoke MA

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Canna Provisions Holyoke does NOT hold pre-orders, instead selling your items to walk-in customers.  They will confirm your pre-order online, will have your order bagged, but employees are free to open your pre-order and take what they like to prioritize walk-in customers.  This means that although you can place an order a day beforehand, there is NO GUARANTEE that your order will actually be reserved. Just walk in, DO NOT pre-order! Again, do NOT pre-order! Once more, don't bother trying to order ahead.

They will not notify you.  They will not care when the issue is brought to them.  You will not be given any meaningful discount and will hear from the manager that this is common practice for Canna Provisions.  He quite literally said so himself.  Don't take my word for it!  Your time will be wasted.  They will lie over the phone.  I need to make other people aware of this practice, as this is not a matter of a single employee acting out of line, and is something that Canna Provisions either trains its employees to do or doesn't have any leadership available to enforce.  Since I can at this point assume this is a problem that Canna Provisions does not planm on fixing, I have to assume this is a ploy to increase sales.

When an order is placed online, there is a higher certainty that the customer will come and retrieve their order.  You can essentially count it as earned revenue for the day.  However, walk-in sales are affected by this.  Walk-in customers will buy less the more that is not available.  Canna Provisions solution to this is to take pre-orders and to accommodate all walk-in requests by taking inventory from pre-orders when necessary.  This way, they can earn their maximum on walk-ins while "trapping" pre-order customers.  I can tell this is their method because when I complained to a manager about this issue happening to me repeatedly and wasting 5 hours of my time driving to pick up my order, he took the opportunity to try and sell me another product at full price.  What they do is wait for the pre-order customers to come in and inform them that their order is no longer available. 

Since the customer is already in the store (maybe they drove from 2.5 hours away, left work early, and planned this for weeks!  Who knows, right?), they are compelled to just buy something else and leave the store unsatisfied.  The customer's satisfaction leaving the store doesn't affect the fact that they made a sale, so their job (in their minds) is finished.

Now, they say their "policy" is not to do this.  They will tell you that this won't happen, that this review is a fluke, that it was just a bad coincidence.  They will assure you this won't happen to you and that the problem is fixed.  You will call ahead and the employee will tell you that your order is fine and to come on over!  They won't feel bad about doing so - they would lose customers otherwise. 

I really thought this was just a simple mistake, but having this happen MULTIPLE times over 2-3 months means that this is a regular practice for them.  I live in NY.  2.5 hours away.  Since this has happened before, I even thought to call the store to confirm that my order was fulfilled and ready for pick up.  The representative on the phone confirmed this.  I drove 5 hours round trip because Canna Provisions can't be bothered to care how its customers feel.  This will happen to you.  This is not an exception.  This is not a one-time mistake that a customer blew up about.  The first time this happened, I didn't even mind!  Mistakes happen!  Please understand that this issue is not an exception, it's the rule!

One last time - please understand that Canna Provisions' employees can and will use your pre-order to fulfill the requests of walk-in customers.  This drives up sales for them so they have no intention of fixing this.  This WILL happen to you when you pre-order.  Don't say I didn't warn you.

This report was posted on Ripoff Report on 09/19/2020 08:29 PM and is a permanent record located here: https://www.ripoffreport.com/report/norman-jen/holyoke-ma-preorder-online-1500044. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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