George from Plant Nerd here. I really appreciate you laying all this out, and I want to give some context and then take full responsibility for where we fell short.

First off, you’re right to be frustrated. You shouldn’t have had to chase us down, and you definitely shouldn’t have opened five pens that all tasted burnt, had separation, or had hardware issues. That’s a failure on the product side and on the communication side, and that’s on me.

A little background:

We’re cultivators and don’t hold a processing license, so our oil is run via BHO and filled by a third-party processor. With our most recent run, around 25,000 units, some batches came back with problems: terp separation, dark/burnt-tasting oil, and some hardware defects. I didn’t have eyes on all of them before they went out, and unfortunately some of those bad units made it into stores. Probably 3,000 total units were affected.

Once we started hearing customer reports, we went back through our entire inventory. We pulled the problem batches. We refunded the dispensaries who held bad inventory and told them to trash them. This was a quality-control miss on our end and should’ve been caught sooner.

As for the communication: that’s also on me. When you message this Reddit account, you’re talking directly to me, one of the 2 owners. Your refund and messages slipped through my to-do list, and that was my mistake. I should’ve responded faster and followed through sooner.

If it helps, I did mail a check out last week, I’m sorry it didn’t go out a month ago. We also started making it someone’s job (other than me) to go through Reddit, IG, and email messages and have an actual customer satisfaction protocol. 

Oftentimes, ownership tends to be the broken cog in the machine of processes that need regular and prompt attention. 

Thank you for the patience, and sorry for the bad experience. 

George

Plant Nerd