You placed your order. You got the confirmation text. You’ve been waiting by the door. But something went wrong.
Maybe the driver is way past the estimated arrival time. Maybe you opened the bag and a product is missing. Maybe you got the wrong strain entirely.
It’s frustrating. You were looking forward to relaxing, and now you’re dealing with a problem instead.
The good news is that most delivery issues are easy to fix if you know what to do. This guide walks you through how to handle the most common problems so you can get back to your evening as quickly as possible.
Before You Contact the Dispensary
Take a breath. Most delivery problems aren’t intentional. Drivers get stuck in traffic. Dispensaries get busy. Mistakes happen even at well-run operations.
Before you pick up the phone, do a quick check:
Review your order confirmation. Look at the estimated delivery window. Is the driver actually late, or did you misremember the time? Check for any messages you might have missed about delays.
Check your delivery instructions. Did you include a gate code, apartment number, or special directions? If something was unclear, the driver might be circling your block trying to find you.
Look at your phone. The driver may have called or texted and you didn’t notice. Check for missed calls and messages from unknown numbers.
Inspect everything in the bag. Before assuming something is missing, look carefully. Small items like pre-rolls or gummies can hide under larger products.
If you’ve done all this and there’s still a problem, it’s time to reach out.
What to Do If Your Delivery Is Late
A late delivery is annoying, but usually not a big deal. Here’s how to handle it:
Wait a reasonable amount of time
Delivery windows are estimates, not guarantees. Traffic, previous orders running long, or unexpected issues can all cause delays. Give the dispensary an extra 15 to 30 minutes past the estimated window before worrying.
Check for updates
Many dispensaries send text updates when your order is on the way. Some provide tracking links. Check your messages for any information about your delivery status.
Contact the dispensary
If the delivery is significantly late with no updates, call or text the dispensary. Their customer service team can check on your order and give you a more accurate ETA.
Be polite when you call. The person answering the phone probably isn’t the one who caused the delay. A friendly approach usually gets better results than an angry one.
Ask for compensation if appropriate
If your delivery is extremely late, like more than an hour past the window, it’s reasonable to ask if the dispensary can do anything to make it right. Some will offer a discount on your current order or a credit toward your next purchase.
Don’t demand compensation, but don’t be afraid to ask. Most dispensaries want to keep customers happy and will try to help.
What to Do If an Item Is Missing
Opening your delivery bag and finding something missing is disappointing. Here’s how to fix it:
Double-check the bag and receipt
First, make sure the item is actually missing and not just hidden in the bag. Then check your receipt. Is the missing item listed on the receipt? If it’s not on the receipt, it may not have been included in your order due to a stock issue or an error on your end.
Contact the dispensary immediately
Call or text customer service as soon as you notice the problem. Explain what happened calmly and clearly:
“Hi, I just received my delivery for order number [X]. I ordered [product name] but it wasn’t in the bag. Can you help me fix this?”
Have your order number ready. This helps the dispensary find your order quickly.
Document the issue
If possible, take a photo of what you received along with your receipt. This creates a record in case there’s any confusion later. You probably won’t need it, but it’s good to have.
Be clear about what you want
The dispensary will likely offer to fix the problem. Common solutions include:
- Sending another driver with the missing item
- Refunding the cost of the missing product
- Giving you a credit for your next order
Let them know which option works best for you. If you need the product tonight, ask if they can send it out. If you’re okay waiting, a credit might be easier for everyone.
What to Do If You Received the Wrong Product
Getting the wrong strain or product type is frustrating, especially if you had something specific in mind. Here’s how to handle it:
Don’t open or use the wrong product
If you notice the error before opening the package, leave it sealed. Dispensaries can usually take back unopened products, but they can’t accept anything that’s been opened due to health regulations.
Contact the dispensary right away
Call and explain the situation:
“Hi, I ordered [product A] but received [product B] instead. The package is still sealed. How can we fix this?”
Arrange an exchange
The dispensary should offer to exchange the incorrect product for the correct one. They may send a driver back to pick up the wrong item and deliver the right one. Or they might ask you to hold onto it until your next order.
If the correct product is out of stock, ask about alternatives or a refund.
What if you already opened it?
If you opened the product before realizing it was wrong, you probably can’t return it. But you should still contact the dispensary. Many will offer a partial refund, credit, or discount to make up for the error.
Be honest about the situation. Trying to return opened products as if they were sealed creates problems and damages your relationship with the dispensary.
What to Do If the Product Is Damaged
Sometimes products arrive damaged. A cracked cartridge, crushed edibles, or dried-out flower can ruin your evening. Here’s what to do:
Document the damage
Take clear photos showing the damage. Include the product packaging and your receipt in the photos if possible.
Contact customer service
Reach out to the dispensary with the photos and a description of the problem:
“Hi, my delivery just arrived but the vape cartridge is cracked and leaking. I’ve attached photos. Can you help me get a replacement?”
Request a replacement or refund
The dispensary should replace damaged products or refund your money. They may ask you to keep the damaged item or return it, depending on their policy.
Tips for Preventing Future Problems
A few simple habits can reduce the chances of delivery issues:
Keep your phone nearby. Drivers often call or text when they’re close. If you miss the call, they might leave or mark the delivery as undeliverable.
Provide clear delivery instructions. Include gate codes, apartment numbers, building names, and any details that help the driver find you. The more specific, the better.
Double-check your order before submitting. Make sure you selected the right products, quantities, and sizes. Catching errors before you place the order is easier than fixing them after.
Inspect your order before the driver leaves. If possible, open the bag and quickly check that everything is there while the driver is still at your door. It’s easier to fix mistakes on the spot than to arrange another delivery.
Order from reputable dispensaries. Read reviews and look for comments about delivery reliability and customer service. A dispensary with good reviews is less likely to cause problems.
What Good Customer Service Looks Like
A quality dispensary takes responsibility when things go wrong. They should:
- Respond quickly to your call or message
- Listen to your problem without being defensive
- Offer a reasonable solution
- Follow through on what they promise
- Treat you with respect throughout the process
If a dispensary argues with you, blames you unfairly, or refuses to make things right, consider taking your business elsewhere. Plenty of dispensaries value their customers and will work hard to fix problems.
When to Escalate
Most delivery issues get resolved with a single phone call. But sometimes things don’t go smoothly. If the dispensary refuses to help or you can’t reach anyone, you have options:
Leave an honest review. Share your experience on Google or other review sites. Be factual and fair. This helps other customers make informed decisions and may prompt the dispensary to reach out.
Contact the dispensary again. Try reaching out at a different time or through a different channel (email instead of phone, for example). Sometimes you just get unlucky with who answers.
File a complaint with the state. California’s Department of Cannabis Control handles complaints about licensed dispensaries. This is a last resort for serious issues that the dispensary won’t address.
Don’t Let One Bad Experience Ruin Things
Delivery problems are frustrating, but they don’t have to ruin your relationship with cannabis delivery. Most issues are one-time mistakes that get fixed quickly.
If a dispensary handles your problem well, that’s actually a good sign. It shows they care about customer service and will take care of you when things go wrong.
If you’ve had an issue with your order and need help, reach out to customer service to get it sorted out.