Ayr Dispensary

I recently had one of the worst customer service experiences I've ever encountered at your Panama City, Florida location, and unless this matter is addressed, I intend to document the entire incident publicly because patients deserve to know how they're being treated. The problems started before I even left the register. I purchased six Live Resin cartridges that were clearly advertised as **3 for $65 with unlimited add-ons for $20 each.** Under that promotion, my total should have been **$125** ($65 + $20 + $20 + $20). Instead, I was charged **$130** by ringing the transaction as two separate 3-for-$65 bundles. When I politely pointed out that the advertised promotion was not being honored, I expected someone to simply correct a $5 pricing mistake. Instead, I was met with hostility. Both the budtender and the shift manager, Trent, refused to honor the advertised pricing. Rather than attempting to resolve the issue, they became argumentative. As the credit card terminal itself began malfunctioning, the budtender threatened to refuse service altogether if I continued asking why the promotion was not being applied as advertised. After the purchase was completed, I asked Trent about AYR's policies regarding refusing service to qualified medical marijuana patients. Florida's Medical Marijuana Treatment Centers exist under a comprehensive statutory and regulatory framework established by Florida law, and I wanted to understand how AYR reconciles refusing service over a customer raising a legitimate pricing dispute. What happened next was even more disturbing. Throughout the interaction, the budtender repeatedly made personal remarks instead of addressing the issue. Among other comments, she repeatedly told me, "You need serious help." It is astonishing to be spoken to that way inside what is supposed to be a medical dispensary. Rather than discussing the advertised promotion or attempting to resolve the pricing discrepancy, your employee chose to belittle a registered patient who was simply asking that the advertised price be honored. Then the situation escalated further. She threatened to call the police despite the fact that the only dispute involved AYR charging me more than the advertised promotion. Instead of de-escalating the encounter or seeking a reasonable solution, your staff repeatedly escalated a situation that never should have become confrontational in the first place. This entire interaction reflected extraordinarily poor judgment, a lack of professionalism, and a complete failure of customer service. A simple correction of a $5 pricing discrepancy turned into insults, threats of refusing service, threats of police involvement, and conduct that I believe falls far below what patients should expect from a licensed Medical Marijuana Treatment Center. In addition to seeking an explanation from AYR, I am evaluating whether aspects of this incident should be reported to the Florida Department of Health (DOH) and any other appropriate regulatory authorities for review. I would appreciate a prompt response regarding this incident, including whether this conduct reflects AYR's policies and what steps will be taken to address both the pricing issue and the behavior of the employees involved [see: Fla. Admin. Code R. 64ER25-6(3)(a)]

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