MOSS CROSSING

To the Owner:
After spending (literally) thousands of dollars over years at Moss Crossing, I am no longer going to shop here. They changed their Loyalty Program, wherein 4000 points = a free Puffco Peak. My partner and I saved up for years to have the rug pulled and the program changed. This is a horrible customer/loyalty experience. After years and years of saving up, when people finally cash in, they change it to 50% off instead of "free". Other changes were made to lessen the points value as well. There was 0 notice and 0 communication about this change. Very disappointing. It feels like a carrot was dangled in front of us and pulled away.

As for the positives, they have great products and a great staff. Unfortunately, their loyalty to their customers is not their priority.

Re:Thanks for the response, unfortunately there was never a text or flyer I received. I would love to see a flyer you sent out. As for the 20% discount off my item which was going to be 15% off already (which was maybe $10 of value) doesn’t compare to thousands of dollars and saving up for years.
You essentially told me that my points (dollars) are now 1/2 value at a time inflation is at an all time high. It is 10x more expensive to get a new customer than retain an existing customer and the retention strategy is puzzling.

FALSE ADVERTISING
Bought a cartridge based upon the terpenes listed on their website. When I got home, the terpenes on the box didn’t match their website. I took the unopened box back, within 20 minutes, and they wouldn’t exchange it for one with the terpines I wanted.

If you can’t standby your website don’t expect me back.

I get you have a lot of data on the website. I get that mistakes happen. This is about what you do when YOU make a mistake. You had the opportunity to make it right and you rudely failed.

Your reply suggests that your error was percentages, which we both know that is not correct. Your website data is the only way we can determine which of your products we want to buy. I can forgive errors in that data, I cannot forgive your lack of customer service.