M........5

I placed a delivery order and unlike the three previous successful deliveries, this one was an absolute nightmare. First of all, I never received the tracking notifications which make the process extremely efficient. As an attorney, I am consistently in and out of Court and speaking with clients, Judges and the like. The tracking has ensured multiple completed and successful deliveries in the past. I did not receive tracking updates of the driver in route, I did not receive notification that the driver was approaching for delivery. However, what I did receive were 3 missed calls from an Tammy Fleming. Who the heck is Tammy Fleming?? I called the number back and stated I had several missed calls from this number. The caller stated, " Ohh Heyyy...it's Austin."... Umm... ok. I asked, "And what was the call in reference to?" His response, "Umm, (with laughs in between) your healthcare." I was thoroughly confused and getting clarity from Austin was like pulling teeth. After an exchange and getting absolutely no where with Austin, I let him know I had to get back to work. My delivery window was from 1-4 pm. At 4:15 I called the Gold Leaf store and spoke with a Manager and let him know what had happened earlier and asked if my delivery was still able to be completed that same evening. he assured me that I could get the same pricing if I drove out to Annapolis to pick it up. He let me know that the driver would be back in the store by 7pm with my bag and I could pick it up then. At 7pm, I left my home in the sticks of the eastern shore, a little over an hour from Gold Leaf and went to pick up my order. Upon arrival, the from desk receptionist was very kind and welcoming. Once I was brought back to the counter I was approached by Levi, my budtender and Toni. I'm guessing Toni was the supervisor for the evening. Without saying hello, or making any eye contact she came in hot with "Ummm... you had the delivery order...well we can rebuild the order but we will not be able to honor the delivery pricing because you missed your delivery." I tried to explain to her what happened and about speaking with someone earlier that told me the accommodation was possible. She then rolled her eyes, went around to two other male budtenders to talk about the situation telling them "that's not policy and that's not happening" I stood at the counter with Levi as he began to build the order, he was very kind, professional and the complete opposite of Toni. After calling another manager or owner, Toni returned and said, " we are going to honor this, THIS TIME, but this is completely against policy and we won't be doing it again." After attempting to berate me like a toddler she stormed off in a huff. Levi continued to be as kind as can be and completed the order. As I was about to leave, I guess Toni realized how uncalled for her attitude was and approached me and said " I hope your day gets better." Toni clearly has no idea what good customer service looks like. While a less senior employee like Levi or the pretty blonde girl at the from desk knew how to be polite, accommodating, and even apologetic. I have been a dining room manager in a fine dining restaurant, where my job consisted of making allowances for my guests to provide exceptional service. I have apologized to deescalate situations and provided a level of understanding and care. If Toni tried that abrasive approach with a customer that matched her level of nasty, that situation could have been a situation in which the authorities needed to be called. I have been a customer of Gold Leaf since opening day. I love the products and will continue to support the business as an advocate for cannabis in general. Toni clearly doesn't represent the Gold Leaf mission or esthetic. A company that makes deliveries in Teslas, the employees wear black blazers, everyone is polished and professional. Then there's Toni. While Toni escalated the situation, I want to thank Levi for being so help and sincerely kind, give that man a raise. As well as Shannon, she is always the best whenever I shop at Gold Leaf.