ComplaintsforINSA Easthampton

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a dart pod from a company called INSA. And discovered their 30 day satisfaction was false advertisement. Because I made a purchase on 11/24/2021. Sadly enough INSA cartridge was clogged up after only a few usage. I reached out to INSA. I was originally told by ****** to send in a picture or the cart , box and UPC label. After I sent that in. ****** then asked me to inform where I made the purchase. Then after that she asked me to send in a receipt. Then stated I didn't send in the receipt being sent in time. After her taking 3 emails to ask for the receipt. Again I reported my issue on 12-9-2021 which was within the 30 days of my purchase. This product was a huge let down. INSA Customer service fought to not honor their policy. **** from ********* dispensary stop selling INSA products. They are evil.

  Business response

  01/20/2022

  Business Response /* (1000, 6, 2022/01/14) */ Hello Better Business Bureau, Insa would like to provide an explanation on the above customer complaint. The customer initially contacted our Customer Service department via email on 12/11 and expressed his dissatisfaction with our vaporizer products as they had clogged. Since he did not specify where or when he purchased the products, all representatives are trained to confirm location and date of purchase to ensure they are giving the correct information as different states adhere to a different exchange/return process. The customer sent an image of his order reservation reflecting a 11/24 purchase at a Pennsylvania dispensary. The representative then advised him that he would need to send pictures of the product, full store receipt (white, printed) and label found on the product packaging. These pictures are all required for Insa to be able to fill out a Return Form when a purchase in made in Pennsylvania. The Return Form is able to be given as long as the customer is within 30 days of purchase Customers who send these pictures may then bring the filled-out form and product back to the dispensary purchased from. The above customer started to give pushback when asked to send in the required pictures as he felt what he sent in was satisfactory. The representative responded explaining the reason behind needing the full store receipt as it contains patient information, dispensary information and transaction details. The order reservation does not confirm purchase, it only reflects what the customer ordered. That last email was sent on 12/15. The customer did not respond again until 12/30 and did up sending the appropriate store receipt, however, at that point he was outside the 30 days of purchase since again the purchase was made on 11/24. Due to the delay in response from the customer with the required store receipt, the representative advised the customer that he was outside the 30 days of purchase, inhibiting his ability to return the products. However, Insa will make a one-time exception and send the customer a Return Form that he may bring back to the dispensary he purchased the products from. Thank you for your time, Insa Consumer Response /* (2000, 8, 2022/01/20) */ (The consumer indicated he/she ACCEPTED the response from the business.) BBB thanks for being awesome! You made INSA right their wrong.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the same issue occur multiple times and have explained this is costing me money to remedy there mistakes and they are no willing to offer any support or reimbursement. Twice I had went to Insa and bought 2 joints of the same strain. I get home to find they are completely different weights and don't even look like they have been rolled the same way. I call costumer service and they tell me "well you could drive back to the store and see if they can help you" So I have had to drive 40 minutes each way to have this remedy only for them to say sorry. You have consumers driving from all over and not all of us are local this has happened twice within a month and I am not being compensated for the Uber rides it's taking me to get there to correct the issue that they made. I am going to have to stop patroning this businesss because I can't afford the gas it costs to keep fixing their errors. Do better I get mistakes happen but they shouldn't at the price of consumers.

  Business response

  01/19/2022

  Business Response /* (1000, 10, 2022/01/10) */ Hello Better Business Bureau, We apologize for the experience that the customer received. To elaborate more on how Insa pre-rolls can appear different and end up being different weights, here are some reasons: 1. Insa pre-rolls are packed by hand and packers might pack the pre-rolls tighter than other giving a different appearance. 2. Different batches have different density of flower also giving a different appearance between the pre-rolls. 3. Since the pre-rolls are hand weighed, we are always at the positive end of the scale meaning that a .5g pre-roll will always weigh more than .5g - the same goes for a 1g pre-roll. And since the density can vary between batches, that is why one .5g pre-roll could be .65g and another .5g pre-roll could be .7g. We also provide a pre-roll overweight to what the customer is purchasing. Just to reiterate, all Insa pre-rolls are in fact weighed with the same calibrated scale and although they may appear to be different sizes it is because of density and the hand packing method. Insa does have a Return/Exchange policy which the customer received information about during her call to Customer Service on December 18, 2021. Here is the policy: If a product purchased at Insa is found to be defective or if a customer is unsatisfied with the quality of the product it may be exchanged for an item of equal or lesser value within 30 days of purchase. Products may also be exchanged for a credit toward future purchases. If a product is exchanged for one of lesser value, the remainder will be issued as a credit. To be considered for an exchange, customers must bring the defective or unsatisfactory product along with a receipt of purchase. For customers who have opted to create a profile in our system, proof of purchase can be electronically verified with a photo ID. Due to regulatory requirements, cash refunds will not be given for any purchased cannabis products that have been taken outside of the dispensary. Refunds will only be available in the form of replacement products or as a credit towards a future purchase. As stated in the policy, we are unable to provide a cash refund for any products and we do require the products to be physically brought into the location to be inspected and further determined if the product is eligible for a return or exchange. However, even though the customer will not return to the store, we can apply a courtesy credit to her profile to be used on her next visit. Thank you, Insa

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩