Hello all,
I’m writing to express my utter disgust at Alternaleaf, and to warn our fellow members about how they are operating.
This all started at my quarterly review, on 15/07, where my pharmacist promised to push my script through as urgent, as I had no medication at the time.
The prescription came through on the 17th, which in the grand scheme of things isn’t that bad, however when a medical professional makes a commitment and isn’t stuck to, it does rub me up the wrong way.
Anyway, within an hour of receiving my script, one of the items pushed was out of stock. I raised a complaint this day to Alternaleaf customer service and tried to call their helpline.
Here’s where the fun starts; my number seemed to be blocked! I called back from an unknown number and this went through fine, although I was on hold for about an hour with no response. I amended my query to advise the above too, which didn’t seem right to me.
After arduous attempts, I had to pick a substitute product and needed it to be signed off, which again presented another delay. I expressed my dismay and did not receive ample assistance from the customer services team.
I cc’d their medical director and managing director, which in hindsight might have been a tad excessive, however at this point I was completely amazed at how my calls were not going through. I finally got their Patient Support Lead to say this was being escalated and investigations would be done.
Now, my prescription came, and I noticed that in 2/3 pots, the buds had seeds in them, where I emailed a photo of the pot, the bud, and the seed, with the batch number visible. I expressed my disappointment here too.
10 days later I was contacted by email by the quality support team to complete a google form. I advised I do not have a gmail account and can’t complete this, and was then told by the Patient Support Lead somebody would be in contact to assist me via the phone.
This was ongoing with the back and forth with the directors in CC, and in my final email to them, I advised that I would be including them in comms in the hope of finally resolving this issue and either being compensated in some way or form, or at least receiving ample customer service. I also asked if they cannot help, where can this be escalated to; I felt that they were purposely behaving in an unhelpful manner.
This brings me to yesterday, where at 17:01, I was emailed by the Patient Support Lead, advising that my membership was terminated and “threats” will not be tolerated. I cannot believe this has happened.
I am treated for anxiety & depression, and even explained to them that this whole episode has and is causing an increase in my symptoms, and the Patient Support Lead saw it fit to terminate my membership without any regard of this.
I’m absolutely disgusted with their behaviour! Bear in mind they deducted my membership fee yesterday too.
This will leave me without any medication in roughly a couple of weeks, and the other clinics I’ve checked (Releaf, Mamedica®) don’t have availability until the end of August and I’m worried the process will leave me empty handed for quite some time. I’ve asked if they can fulfil a final script for me as an act of goodwill for me but I’m not holding my breath after everything that’s happened.
I guess I’m here to vent a little, and to also get recommendations from this lovely community on my next clinic please.
Thanks in advance all!
I’m writing to express my utter disgust at Alternaleaf, and to warn our fellow members about how they are operating.
This all started at my quarterly review, on 15/07, where my pharmacist promised to push my script through as urgent, as I had no medication at the time.
The prescription came through on the 17th, which in the grand scheme of things isn’t that bad, however when a medical professional makes a commitment and isn’t stuck to, it does rub me up the wrong way.
Anyway, within an hour of receiving my script, one of the items pushed was out of stock. I raised a complaint this day to Alternaleaf customer service and tried to call their helpline.
Here’s where the fun starts; my number seemed to be blocked! I called back from an unknown number and this went through fine, although I was on hold for about an hour with no response. I amended my query to advise the above too, which didn’t seem right to me.
After arduous attempts, I had to pick a substitute product and needed it to be signed off, which again presented another delay. I expressed my dismay and did not receive ample assistance from the customer services team.
I cc’d their medical director and managing director, which in hindsight might have been a tad excessive, however at this point I was completely amazed at how my calls were not going through. I finally got their Patient Support Lead to say this was being escalated and investigations would be done.
Now, my prescription came, and I noticed that in 2/3 pots, the buds had seeds in them, where I emailed a photo of the pot, the bud, and the seed, with the batch number visible. I expressed my disappointment here too.
10 days later I was contacted by email by the quality support team to complete a google form. I advised I do not have a gmail account and can’t complete this, and was then told by the Patient Support Lead somebody would be in contact to assist me via the phone.
This was ongoing with the back and forth with the directors in CC, and in my final email to them, I advised that I would be including them in comms in the hope of finally resolving this issue and either being compensated in some way or form, or at least receiving ample customer service. I also asked if they cannot help, where can this be escalated to; I felt that they were purposely behaving in an unhelpful manner.
This brings me to yesterday, where at 17:01, I was emailed by the Patient Support Lead, advising that my membership was terminated and “threats” will not be tolerated. I cannot believe this has happened.
I am treated for anxiety & depression, and even explained to them that this whole episode has and is causing an increase in my symptoms, and the Patient Support Lead saw it fit to terminate my membership without any regard of this.
I’m absolutely disgusted with their behaviour! Bear in mind they deducted my membership fee yesterday too.
This will leave me without any medication in roughly a couple of weeks, and the other clinics I’ve checked (Releaf, Mamedica®) don’t have availability until the end of August and I’m worried the process will leave me empty handed for quite some time. I’ve asked if they can fulfil a final script for me as an act of goodwill for me but I’m not holding my breath after everything that’s happened.
I guess I’m here to vent a little, and to also get recommendations from this lovely community on my next clinic please.
Thanks in advance all!
