Surterra Wellness Reviews 63

I recently purchased a 2g Float disposable vape from Surterra, and to my surprise, it didn’t work at all straight out of the box. Naturally, I tried charging it—still completely dead.
I returned to the store within a couple of hours, where an employee confirmed the device was defective. At that point, I assumed a simple exchange would follow—apparently, that was optimistic of me. Instead, I was issued a store credit but informed I couldn’t receive a replacement because I didn’t have enough “inhalation” remaining to qualify for another 2g device.
So, just to be clear: I purchased a product that didn’t work, returned it promptly, and the solution offered was a credit that doesn’t even cover the cost of anything I choose for a replacement.
When I asked what I was supposed to do with the defective vape, I was told I could “try to get the oil out of it.” That was a particularly helpful suggestion—I didn’t realize purchasing a disposable vape also required me to become a part-time extraction technician. The use of the word “try” was especially reassuring.
To make matters more practical, the credit provided doesn’t even cover the cost of a similar product, and there were no suitable alternatives within that price range. The 2g product I originally purchased typically lasts me about a week, so this situation leaves me without the medication I rely on—something I was also informed is “not their problem.”
Overall, it’s an impressive system: sell a defective product, offer limited credit, deny an even exchange, and suggest the customer dismantle the device themselves. Not exactly what I had in mind when I made the purchase.

Their site or app does not tell you that some items are greenhouse grown. I got scammed. They also have not added the points to my profile. Their app is also faulty. It’s defaults my store to Tampa when I have updated my profile and location several times to Ft. Lauderdale. They also used my 60% first time discount even though it could not be applied to items i bought.

I’ve been a loyal customer of Surterra Wellness for years, which is why this is so disappointing to write. What used to be a reliable experience has become increasingly inconsistent, and more importantly, misleading.

The biggest issue is how delivery and inventory are presented online. Delivery is clearly advertised and appears available when selecting a location and building a cart. I spent a significant amount of time carefully selecting products, applying promotions, and meeting the minimum for delivery—only to find out after the fact that delivery was not actually available. There is no direct way to contact the store to confirm beforehand, and by the time you reach a centralized call center, you’ve already wasted your time.

This isn’t just an inconvenience—it creates a false expectation. When a company promotes a service like delivery but doesn’t clearly disclose its limitations upfront, it puts customers in a position where they are making decisions based on incomplete or inaccurate information. That affects everyone, not just one order.

The same pattern shows up with inventory and promotions. Products are advertised or appear available online, but when you go to complete your purchase—or even arrive at the store—they are out of stock or unavailable. It often feels like you would need to shop across multiple locations just to complete a single order. At a minimum, inventory and availability should be accurate in real time.

In my case, this happened at the worst possible time. I had just had surgery and was specifically trying to use delivery because I could not drive. The expectation that I could rely on the service turned out to be incorrect, and there was no easy workaround. Situations like that are exactly when consistency and transparency matter most.

To be fair, the product selection and promotions can still be strong. But the disconnect between what is advertised and what is actually available—both in delivery and inventory—undermines trust and makes the overall experience unreliable.

I’m not looking to overstate this, but it does feel like a pattern where the website draws you in with options that aren’t consistently honored in practice. That’s something that should be addressed—not just for customer satisfaction, but for basic transparency

It seems Miami Dade has now come to Delray! Bathroom sign "out of order" when it's working perfectly. Attitude like she owns the place and she's doing you a favor but is a worker/budtender (the short curly hair Macho Spanish girl). Not sure of the name but it sounds like the same one mentioned in another review below. Switching your order without permission to slack on store discounts. THIS IS A MEDICAL FACILITY! Get staff that caters to people who need their Meds not a low budget Dade County 7-11. I used to come here a lot but not anymore! Get rid of the undesirables and keep it wholesome like it used to be! THIS IS A MEDICAL FACILITY!
I wonder does corporate headquarters know you are running away customers with that low budget customer service you're providing!!!

I like the employees and shop 3 times a week and go today this morning and buy a half ounce of your best flower , but later I see in my email I missed out on a freebie for only 2 hrs. This evening 5 to 7 on free edibles wish would of waited ..credit my account please for some edibke s if you want to jeep me happy

My last two times in there on March 9, I was overcharged $10, I had enough points for a free pre-roll and was charged $10, also on March 7 I was overcharged $10, the flower was $20 each and I bought 2 and was charged $50 and when I asked I was told that’s the price. Everyone in there is very nice but when it comes to adding or getting change back, forget it and it sad because of this two experiences, I won’t probably go back. Selena you are the best though, I’ve always liked you 😊

Its always great. But its a lil extra when i see the guys in there. The entire staff in Deltona has been amazing. At times when my script was low they help me find solutions like small quantities of kief that renders more.The deltona Surtera has improved since first opening. Which speaks to how they adjusted to the demand. Miles and Adriana are the best. I seem to catch them more often than the rest but Guys Great 👍🏻 work and Deltona thanks you

They hire the worst most disrespectful lazy people. Price are ok but usually dry product. I will not waste money here and I advise you do the same.

Another positive experience.
Purchasing at Suterra Welness
Palm Coast. Rachael great Employee assisted me with an Issue about aggregate amounts
Rachael informed me about
Expanding my partner’s purchasing totals and suggestions to acquire a more uniform amounts. Great Job
Rachael for Clarifying and suggestions for the near future.

I went too THE BROOKSVILLE FL LOCATION. MY EXPERIENCE WAS VERY NICE. STEPHAN WAS THE SHIT. VERY NICE YOUNG MAN. I WILL DEFINITELY RETURN.

The quality and prices are extremely hard to beat. The staff are also exceptional. I had the privilege of being assisted by Michael this morning and he made my day and my New Year. Thanks Surterra!!

Over the course of the past year, Surterra has turned into the dirty looking dispensary with sketchy prices and a dwindling inventory. Today I went in to pick up a pre ordered bag and upon arrival, cashing out, not a single thing in the bag was what I ordered. Dwindling customer service and product that can no longer compete make this dispensary a no - go.

Nice people at the conter always nice when I go there. It has great bud too.

I placed an order that got caught up in the state wide computer glitch on the state of floridas system on july 3rd. I was turned away from the store without getting my order. Two days later I tried to get the same order but prices had changed alot like from $20 to $42. I asked to get the same pricing as before and was denied. I followed up with their customer care to see if they would honor the prices as a courtesy to me as this was no ones fault. What followed was an example of a company who does not care about customers issues. After about 4 notes to them which they had a standard response for each and a phone call from them to my voice mail where they left no number or message that they were confused about and then a promised call that has never come. This was an easy request that they totally mangled and now are just ignoring my attempt to get some "customer care." To top it off Surterra is raising prices in a terrible way. Many products have increased to $42 from the 20-25 dollar price range. Their products are not worth that price increase. So with non existent customer care or really customer I don't care to highway robbery on their pricing its time to shop elsewhere.

While I love the store and the employees and their products.... Their website sucks! I have tried ordering on several occasions and not been able to complete my order.

I only go here for Vapes , edibles , once in a blue moon weed . Only reason not giving it 5 stars is pre rolls suck i don't like the brand of paper they use Jungle Boys is nice you don't feel like you got smokers taste afterwards. Please change paper brands .

I had my usual excellent, courteous, friendly and knowledgeable experience today at the North Port store. Long time friend and budtender Mahnon set my order up and facilitated my medicine purchase. Thanks to the entire team there, all have been great.
Your products are top notch too with reasonable pricing.
No April Fools nonsense either! lol!

It was my first time using Surterra the greeting was Awesome the workers were very knowledgeable of the products it was some of the best service I've had definitely would recommend and definitely going back

I just purchased a few vape items and one of the vape pens would not work right out of the package despite charging.

Products and prices are great,staff also but I leave town for a few months and all my points disappeared, over 800! I earned them and they shouldn't be taken away! Not very happy with this policy!