Dispensary rewards programs are designed to build loyalty, encourage repeat visits, and give customers a little something back for their purchases. On paper, they sound like a win-win. In practice, however, many cannabis shoppers walk away frustrated, confused, or disappointed by how these programs actually work. While loyalty systems continue to improve across the industry, certain complaints tend to come up again and again.
One of the most common issues customers mention is slow or unclear point accumulation. Shoppers often expect rewards to add up quickly, especially after making large purchases. Instead, they may discover that points accrue at a lower rate than anticipated or that bonus points are limited to specific days, products, or spending thresholds. When these rules are not clearly explained at sign-up or at checkout, customers can feel misled.
Another frequent frustration is confusing redemption rules. Many dispensaries advertise attractive rewards, but the fine print can be hard to follow. Points may only be redeemable in certain increments, capped at a specific dollar amount, or restricted from use on discounted items. Customers commonly complain that they only learn these limitations at the register, which can turn what should be a rewarding experience into an awkward one.
Expiration dates are another major pain point. Shoppers often assume loyalty points function like store credit that lasts indefinitely. In reality, many programs expire points after a set period of inactivity or at the end of a promotional window. Customers who don’t receive reminders—or who miss a single visit—may log in to find their hard-earned rewards gone. This can feel especially frustrating for medical patients or occasional shoppers who visit less frequently.
Technology also plays a role in customer dissatisfaction. App and account issues are common complaints, including missing points, login errors, or outdated balances. Some shoppers report points not being credited properly after online orders or delivery purchases, while others struggle to access their accounts at all. When support is slow or unclear, trust in the program can erode quickly.
A related issue is lack of consistency between online and in-store rewards. Customers may earn points for in-store purchases but not for online orders, or vice versa. In other cases, promotions advertised online may not be honored at the physical location. This disconnect creates confusion and leads customers to feel that the system is unreliable or unfair.
Many shoppers also express disappointment with limited reward value. After months of spending, some customers find their points translate into minimal savings—often just a few dollars off a purchase. When rewards don’t feel proportional to spending, customers may question whether signing up was worth it at all.
Finally, poor communication is a recurring complaint. Customers want timely notifications about point balances, expiring rewards, and special offers. When emails, texts, or app notifications are inconsistent—or overwhelming—customers may miss out on benefits or disengage entirely.
Despite these complaints, dispensary rewards programs remain popular and valuable when managed well. For customers, understanding the rules upfront and asking questions can prevent frustration. For dispensaries, transparency, reliable technology, and clear communication go a long way toward turning common complaints into long-term loyalty.
Read this sign up guide before joining.