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

I’ve been a customer of Theory wellness in Chicopee for 1.5 years. One day they mentioned “reduced” prices but ever since prices have gone up significantly. Now their prices are awful and policies are non customer first. This prompted me to look to see what else was out there. To my luck I found fine fettle in west Springfield and they have mostly same suppliers, way cheaper prices and the nug has been higher quality and it’s closer to me. Highly recommend anyone feeling similar about theory checks them out. Theory is all about cutting costs and maximizing their profits now. – Justin Gilbertson

I unfortunately will not ever walk-in to theory ever again. I stood in line almost 25min I was there before anyone else and there calling everyone up in line that got there after me. The way they do there orders is very very horrible they have to put it in computer run to the little window like a gerbil grab your stuff and cash you out. It's such a process. The staff is very very nice but they also need to figure out the line situation. I walked out and went to MAC Dispensary instead I was out in 2min tops. I HIGHLY RECCOMEND MAC DISPENSARY (CHEAPER,FASTER,MORE DEALS,AND THEY HAVE JARS WERE YOU CAN SEE & SMELL WHAT YOUR BUYING). – Brett Derosier

I’m not sure why they changed the in-store layout. It honestly looked much nicer before, and the old setup felt more efficient. Being able to get things up front and ready made the whole experience quicker and smoother. Now it just feels a bit less organized and more time-consuming than it used to be. – Brandon Carra

I’ve been a theory customer for a very long time, a med patient. I truly never thought about going to any other dispensary. I was browsing today, and it seems all the oz are upwards to $120 and I was SURE I used to get ozs for like $90, so I went back in my receipts and they were around that price range. Checked another local RECREATIONAL store, oz are about $90 as well. Kind of crazy there’s not as good of savings for a medical patient… also, months and months ago dropping your AWESOME reward system was simply not it, I should be rewarded for spending my money at your store- a dollar oz reward was fantastic push to keep spending. And I see I’m not the only one judging by most recent reviews that your revamp totally sucks. 2 cashiers on a Saturday is atrocious. Not sure I’ll be loyal anymore, especially if I can go to recreational and spend less or equal. – nicole newell