Dispensary rewards programs promise enticing perks—discounts, freebies, exclusive deals—that should make cannabis shopping more rewarding. But for many customers, the reality of these programs can be more irritating than gratifying. From opaque policies to technical hiccups, here’s what drives customers up the wall when it comes to cannabis dispensary loyalty programs.
One of the top frustrations is the lack of transparency around how points are earned and redeemed. Many dispensaries fail to clearly communicate what each dollar spent is worth in points, or how many points are needed for a meaningful reward. Some programs bury these details in confusing terms and conditions, leaving customers guessing whether their loyalty is actually being rewarded. When shoppers don’t know how close they are to a reward—or worse, whether they’re earning points at all—enthusiasm for the program quickly wanes.
Another common complaint centers on expiring points. Unlike airline miles or some mainstream retail programs, dispensaries often set surprisingly short expiration dates for unused rewards. A customer might spend hundreds of dollars over a few months, only to discover their points disappeared because they missed a narrow redemption window. This “use it or lose it” approach feels punitive and makes customers feel undervalued rather than appreciated.
Technical glitches are another major sore spot. From malfunctioning point-of-sale systems that fail to record purchases to loyalty apps that crash or don’t update balances properly, customers often find themselves arguing at the register about missing points or unacknowledged rewards. Considering that cannabis purchases are heavily regulated and tracked, customers expect dispensaries to get loyalty program data right—yet errors remain stubbornly common.
Even when points are recorded accurately, redemption restrictions can sour the experience. Many dispensary rewards can only be used on full-price items, excluding sale products, or they may not apply to popular categories like concentrates or edibles. Some dispensaries even prohibit stacking rewards with storewide promotions, meaning customers must choose between using their points or benefiting from a sale—not both. These limitations leave shoppers feeling tricked rather than rewarded.
The lack of program standardization across dispensary locations adds another layer of frustration. Customers of multi-state operators (MSOs) often find that a loyalty program at one store doesn’t apply at another branch of the same brand—sometimes even within the same city. This inconsistency erodes trust and loyalty, particularly for medical patients or regular consumers who expect uniform benefits.
Moreover, overly complex sign-up processes can deter customers before they even start. Programs that require multiple forms of ID, paper forms, or lengthy waits for account activation make the process feel like applying for a mortgage instead of joining a loyalty club. In an age of seamless mobile sign-ups, such friction feels outdated and unnecessary.
Finally, there’s poor communication. Some dispensaries fail to notify customers about new promotions, changes to the rewards program, or earned rewards about to expire. Without timely emails, text alerts, or app notifications, customers miss opportunities to use their points—leading to disappointment and resentment.
The irony is that rewards programs should deepen customer relationships and encourage repeat business. Instead, these persistent frustrations can damage a dispensary’s reputation, drive shoppers to competitors, and undo the goodwill loyalty programs are meant to generate.
For dispensaries, the lesson is simple: prioritize transparency, ensure technical reliability, standardize rewards across locations, simplify the sign-up process, and communicate clearly. When done right, loyalty programs can be powerful tools to keep customers engaged and coming back. But when they miss the mark, they become a source of ongoing irritation—and that’s the last thing cannabis consumers need from their shopping experience.