Dear Surterra Team, I am writing to express my extreme disappointment and frustration with the direction Surterra has been taking recently. First, the transition to the Dutchie platform has been a terrible experience from a customer perspective. The system is confusing, difficult to navigate, and far less user-friendly than what was previously available. Many customers, myself included, strongly dislike this change. On top of that, I was shocked to discover the recent price increases. Vape cartridges that were previously more affordable are now priced at $45. Considering that patients already have to pay for their medical card, renewal fees, and other associated costs, these increases place an even greater financial burden on us. What makes this even more frustrating is that I never received any warning, notification, or communication regarding these price changes. Customers deserve transparency .

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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