Cannabis dispensary rewards programs are marketed as a win-win for customers and retailers alike — enticing loyal shoppers with points, discounts, and exclusive perks. But if you ask regular dispensary customers, you’ll quickly hear a different story. Beneath the surface of those shiny incentives lies a sea of frustrations that turn what should be a fun, rewarding experience into one marked by confusion and disappointment. Let’s take a closer look at what cannabis consumers say are the most common pain points when it comes to signing up for and using dispensary rewards programs.
Overcomplicated Sign-Up Processes
One of the top gripes customers share is how complicated it can be to simply enroll in a dispensary’s rewards program. Many dispensaries require customers to fill out lengthy forms—sometimes both online and in person—providing not only basic contact details but also ID scans, birthday verification, and in some cases, redundant health or preference questionnaires. Customers often feel like they’re giving up too much personal data just to earn a few dollars off a future purchase. What’s worse, some dispensary apps or websites glitch during sign-up, forcing customers to try multiple times or abandon the effort altogether.
Lack of Program Transparency
After jumping through the hoops to sign up, many customers complain that the rewards themselves feel vague or difficult to track. Some dispensaries offer point systems where it’s unclear how much a point is worth or how many points are needed for a meaningful reward. Others fail to clearly communicate the expiration dates of points or rewards, leading customers to discover—too late—that their hard-earned points have vanished. This lack of transparency leaves customers feeling misled and undervalued.
Inconsistent Integration Across Locations
Another major frustration comes from multi-location dispensaries that don’t integrate rewards across all stores. Customers who earn points at one location are often surprised to find they can’t redeem them at another location within the same brand. In today’s digital age, customers expect seamless integration—and are disappointed when dispensaries fall short.
Technical Glitches with Apps and Systems
Dispensary apps and POS systems are another sore spot for customers trying to engage with rewards programs. Many report app crashes, delayed point updates, or missing points entirely after purchases. Others mention systems that require them to manually ask budtenders to apply points at checkout, rather than having the system automatically credit their accounts. These technical failures erode trust and make customers feel like the programs are more hassle than they’re worth.
Too Many Conditions and Restrictions
Finally, customers often express frustration at the fine print tied to dispensary rewards. Whether it’s minimum purchase requirements, blackout dates, or limits on stacking discounts, customers feel that rewards programs over-promise and under-deliver. Instead of feeling appreciated, they end up feeling tricked when they can’t actually use their points in the ways they expected.
A Call for Simplicity and Honesty
At the end of the day, dispensary customers aren’t asking for the moon — just clear, simple, and reliable rewards programs that actually enhance their shopping experience. By streamlining sign-ups, offering transparent point systems, fixing tech glitches, and removing unnecessary restrictions, dispensaries have the opportunity to build loyalty that’s truly mutual.
Related read: Do Cannabis Delivery Customers Receive the Same Loyalty Rewards as In-Store Shoppers?