Theory Wellness Chicopee: Recreational & Medical Cannabis Dispensary

I've been a customer here for a while and I come in often. My biggest frustration is the way walk-in customers are treated compared to pre-orders. I completely understand that pre-orders should be prioritized, but every time I visit, I end up waiting 20+ minutes while multiple pre-order customers are helped first. What makes the experience more frustrating is that staff often don't acknowledge walk-in customers or provide any estimate of the wait time. Even a simple "We'll be with you shortly" would go a long way. The products are good, but the customer service experience has made me reconsider returning. I hope management can find a better balance between serving pre-orders efficiently and making walk-in customers feel valued. – Angie Putz

Always a great experience at TW, from ordering online to picking it up, easy & enjoyable. Staff at TW are amazing too! Offering their thoughts on products & taking a genuine interest in customers. We wouldn’t buy our THC anywhere else! – Lauren Skau Taylor

Let me just start by saying this 1 star review is NOT because of the staff, every single staff member have given 5 star service through and through, Josh, drew, john, Stevie and Dessire (just to name a few) have all gone above and beyond to provide the best customer service possible . This 1 star review is because of corporate decision that has over complicated a very simple check-out process. I've seen great employees be yelled at and sworn at by angry customers when they are not the problem. These corporate decisions of checking out on a iPad is going to be what causes so many customers and fantastic employees to never come back. I really urge upper management to listen to what people are screaming at the top of their lungs. This system doesn't work, its the wrong customer base to implicate such a tedious process to when every other competitor (and this store before the change) it was just go up say what you want, they grab it, check you out, and you bounce. BUT as emphasized many times in my review this store is different because because of the amazing staff and there willingness to go out of there way give the best customer service possible. Thank you for all your help I'll see you next time (only if I have another 40 minutes spare with the tablet checkout) – ryan merccer

Overall the dispensary itself is great. However, the packaging for the chocolate bars is atrocious. I can’t get it open. I had to call the dispensary to ask how to open the stupid box, and upon given instructions, it still won’t open. My hands don’t have enough grip/force to make it work. Worse packaging I have ever experienced as a medical patient in a decade. Employee told me to leave a google review about this issue b/c that is most effective way to communicate my annoyance. – Sweetie Heart

I recently visited Theory Wellness in Chicopee, and I must say, it exceeded my expectations. This dispensary deserves a well deserved 5-star rating. The perks they offer, such as a reserved spot for medical patients and the opportunity to get an ounce for just a dollar after gaining 600 points, are outstanding. Moreover, the bud tenders are exceptionally knowledgeable and always ready to assist with strain selections for specific pains. Theory Wellness is an exceptional dispensary that prioritizes customer satisfaction and offers incredible benefits to its patrons. – Krystin Woodard