who is surterra becoming ?
Dear Surterra Team,
I am writing to express my extreme disappointment and frustration with the direction Surterra has been taking recently.
First, the transition to the Dutchie platform has been a terrible experience from a customer perspective. The system is confusing, difficult to navigate, and far less user-friendly than what was previously available. Many customers, myself included, strongly dislike this change.
On top of that, I was shocked to discover the recent price increases. Vape cartridges that were previously more affordable are now priced at $45. Considering that patients already have to pay for their medical card, renewal fees, and other associated costs, these increases place an even greater financial burden on us.
What makes this even more frustrating is that I never received any warning, notification, or communication regarding these price changes. Customers deserve transparency when significant pricing adjustments are being made.
Additionally, this comes after ongoing issues with the loyalty and rewards system, which has caused confusion for many customers. It feels like one problem gets replaced with another without any real improvements to the customer experience.
Many of us have remained loyal to Surterra because we valued the products and service. However, it increasingly feels like customer satisfaction is no longer a priority. The combination of system issues, product concerns, poor communication, and now substantial price increases has left me extremely disappointed.
I would appreciate an explanation regarding these price increases, why customers were not properly notified, and what steps Surterra plans to take to improve the overall customer experience moving forward.