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February 2023 by Kait I.
Every single time I try to give this place a chance it's an entire ordeal. Technical difficulties, no stock, not accepting cards, poor customer service, you name it. Every visit is an entire affair of wasted time. Every time I go I tell myself I will not be returning then I give them the benefit of the doubt and return just to kick myself in the ass. If you're looking for a quick and easy dispensary trip, steer very clear from here.
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January 2023 by Joe T.
They was great. They responded promptly with my email. Drove from CT. Theory Wellness has a larger and better selection than many places in CT especially for edibles including sleeping aids. I was done within a few minutes once I handed the courteous employee my shopping list. The free coffee helped for the drive back.
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December 2022 by Joseph H.
Weed isn't what u expecting dry and has no taste even there best flavors dont waste your money nor time go to some place else
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September 2022 by Han T.
Worst experience twice now!First time I made amistaken didn't realize mass med had a limit. Couldn't get what I drove over an hour to get but that was my bad.Second time I place an order. They called me and told me i was over so we adjust the order.I drove over an hour to get there to find out i couldn't get anything i ordered again! Left empty handed!Even though the girl who called and adjusted my order over the phone said i was good to go now. Such a waste of my time again!!!
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September 2022 by Victoria I.
My first experience here was great! It wasn't busy and as soon as I entered the building it smelt great so you know its going to be good, lets start there. I placed a pick up order and there were 3 very nice gentlemen standing behind the counter awaiting their next customer, me. They had my order all ready and showed me the products to ensure I was getting everything I put in my cart. And by the way they have your order ready within minutes after placing it online. I cashed out at the register and I was on my way home with the goods. Super quick, easy process. I'm really not sure why there are any negative reviews to begin with. Thank you Theory Wellness! Ill be back, every time.
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September 2022 by Bre M.
Very disappointing service. Firstly, they are NOT wheelchair accessible. I called first and was assured they were, until we got there and it took three people to lift my grandfather in his chair over the threshold. The selection is fine, though most other dispensaries in the area carry a better selection. The worst part was the bud tender. My grandfather is a stroke survivor and has a hard time speaking. Those of us who spend time with him often can usually understand him but a stranger couldn't. Well, I asked my grandfather which flavor gummies he wanted and he said grape. I asked for grape gummies and was told he had to ask himself. I explained the situation and her response? "Not my problem." So I said okay, forget his order. I'll just place mine. She said "no, you're just ordering for him. You need to leave if he can't figure out how to order for himself." At this point, I was livid. Denying service because of your policy is one thing, but being nasty about it was uncalled for. Especially making it seem like we were just being difficult when my grandfather is clearly disabled. I asked for a manager, she said she was the manager. I said okay great and left. When I called later and asked for a manager, a man picked up and when I explained the situation he said it was my fault and that "stroke victims don't smoke marijuana." Clearly they don't care about customer service - stick to Liberty or The pass, they are MUCH nicer
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April 2022 by Ok O.
The selection of products here is good. I primarily purchase concentrates and very rarely have they not had anything to buy that is worth it/ good. Unlike a lot of other dispensaries I've been to, this place actually opened the package and showed me the product since I was unsure of the consistency and texture of the wax. Pre orders are always processed fast and even if your order isn't ready you can get in the pre order line and they will put it together, which is another thing this place does that some others refuse to do. All their cashiers are super chill and have always been easy to talk with. The location is convenient as well, even with all the construction in the area they are close to the highway so it makes it easy. There is also a lot of parking for such a small lot. Really enjoying the exotic genetix / theory release, you guys are great.
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April 2022 by Jennifer B.
I've been to this dispensary 3 times and each time I was disappointed by the customer service. Each time I go it hasn't been busy, yet they act as if asking questions was the biggest inconvenience to them. I have never been disappointed with the product but it's not worth the attitude
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January 2022 by Carol C.
This place does not care about their employees or customers or patients. We are in the middle of a pandemic and not enforcing patrons to wear masks. I even saw one employee walking around without one on. I cannot begin to describe how annoying it is to 1. have my original Google review DELETED by customer service. and 2. to see a place struggle with limited staff because their management is not responding appropriately. INSA requires everyone to wear a mask. So does NETA. DO BETTER.
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December 2021 by David C.
Been here twice, this place is not good!!! The first time i was asking a few questions about the uses of the different strains. To help Me sleep? She grabs something, i ask about focus? Oh yeah this one is for that too! Anxiety? Yep , this is the one. U get the point... i said , "u have 50 different types yet this one magic kind is good for everything i asked about??!" She was full Of crap. Second time, i did not want to go back here but im from ct and forgot which place id been to, once we pulled in i realized this was the same place. This time im talking with a guy, not very helpful and seemed to have a bit of cool guy attitude( i guess working in a pot store has the same effect as owning a harley! ) my phone rang, i said excuse me, took it from my pocket. Shut it off, and put it back im my pocket. Cool guy says, " you cant be talking on the phone in here". I said "u just watched me not answer it and turn it off! What are u talking about?!!" Cool breeze seemed about as knowledgeable as the girl who waited on me previously! Skip this place, the good dispensary ( with nice helpful employees) i went to was in the back of a huge brick building. I wish i could remember the name.
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September 2021 by Eric R.
I went here after ordering online for a pickup at the drive-through window. After waiting in the drive through for over 45 minutes (not something I would have expected for a service that supposed to be quick and convenient); I discovered that a glitch in the system had placed one of my orders twice. When I asked the woman at the window if she could remove the duplicate order she insisted it wasn't possible and told me I had to go inside. Have you thought about bagging each order separate so that she could just remove the duplicate bag (still sealed) and adjusted the price? I asked her multiple times if there was anything she or her manager could do because I had just waited in line for an hour, she kept giving me the same answer: "I can't have loose product here." No attempt made to rectify the situation. I went to the front desk and gave the woman my confirmation order. She told me I was in the wrong place and that I should be on drive-up line. No attempt was made to communicate the problem to the staff, so I had to re-explain the situation AGAIN. She sent me inside to the register, who still hadn't been informed about the situation so I had to explain it a THIRD time. Honestly it was the worst customer experience of my life. No attempt was made to rectify the situation ahead of time so that I wouldn't have to spend even MORE time at the establishment. I wasn't given an apology. I wasn't compensated in any sort of way. I've worked customer service and was appalled. I won't be back and I will tell others to go elsewhere.
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August 2021 by AJay J.
Friendly staff, very nicely laid out interior, plenty of parking. Ordering ahead online is a good idea; it makes the process very quick inside and can be picked up drive-through. Good product, a little bit pricey, which is the only reason this very good facility doesn't get a fifth star.
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August 2021 by Jenna B.
The industry is getting too big in MA to have anything less than great customer service, and after consistent vibes from numerous visits I would rate the customer service at Theory as awkward at best. I rarely feel welcome there, and have every time needed to advocate for the deal or discount that brought me in. Maybe today I'm extra fragile and I needed that above and beyond I get easily from other area dispensaries. Why do I always leave Theory feeling like a hassle?
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July 2021 by Megan F.
Positives: great selection, clean, spacious, competitive pricing "Negatives" (these are a little more subjective): my first visit felt really rushed, and at the time masks were still mandatory so it was REALLY hard to hear what the associates were saying! This place is often pretty busy, and has more of a big store vibe. I haven't been dissatisfied with a single product from here, and each visit has been less stressful since I know what I'm doing!
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June 2021 by Amanda P.
I asked for a hybrid strain and spent over $60 and then left the store and the strain was indica. Disappointed because I specifically asked for that specific strain, as I do not enjoy the indica effects on my body. The music was blasting in the store so he must of heard me wrong.
