Grasscity Review – Online Headshop, The Netherlands.
The comments and reviews have been controversial about this Dutch online headshop. Are those words true? Does this headshop deserve a second glance? In this review, we discuss Glasscity’s operation, product range, inventory, custom service & support and a number of other things that will help you get a deep insight about the company.
COMPANY HISTORY AND REPUTATION
Grasscity is an online headshop based in Netherlands that has been selling smoking and cannabis accessories for more than 10 years. They have gradually become one of the most competitive players in the cannabis accessories area and have a vibrant community of over half a million weed enthusiasts from all over the globe. However, this significant development hasn’t come without any cost and their customer support and overall product quality seems to have suffered serious hits.
Before, Grasscity seems to have a decent reputation with most customers relatively content with their products and service. However, there are enough negative comments and feedbacks particularly from customers in the USA that raise some serious questions about their service and as a result, some doubts about the company reliability have been raised as well. The growing number of negative ratings on popular weed forums has demotivated quite a number of consumers from buying at Grasscity.
As mentioned above, Grasscity has been selling smoking and weed accessories for over a decade now. Therefore, one thing that not many other headshops can compete with is Grasscity’s massive selection of accessories. The product range is a considerably large one and includes everything from grinders and rolling papers to glass bongs, pipes, oil rings and bubblers.
There are also a wide variety of other products such as hand pipes, water pipes, recyclers, concentrate accessories, dabbers, and nails. Grasscity has taken advantage of their business scale and formed alliances with major brands such as RAW, Bulldog, and Mascotte for rolling papers, Storz & Brickel and PAX for vaporizers and Grace Glass, Weed Star, Black Leaf, and many other leading glass artist collectives.
After taking the time browsing the customers’ feedbacks on Grasscity, we realized that some of their products are not up to the standard considering their price. To be more specific, their glass products have received a number of complaints recently.
CUSTOMER SERVICE & SUPPORT
Overall, we cannot say that customer service and support at Grasscity is up to standard. There have been many cases in which customers reported poor shopping experience at the online headshop. First and foremost, the online headshop does not offer a phone number, only email support is available which can be slow at times.
That, along with the time difference between their customers in the US, can sometimes results in delays up to several weeks before the headshop can resolve issues via email support. In my opinion, this is a major disadvantage especially for a company that enjoys positioning itself as the world’s best online headshop.
There are many cases of customers reporting of ordering one thing and receiving another. To make the problems worse, when the customers asked for a refund, the company blamed their customers instead of accepting responsibility for its failure. Similar cases have been reported by customers receiving broken or damaged items.
In such cases, the headshop usually asks the customers to send photos of the items along with packaging and upon verifying, sends out a replacement. However, there have been situations where the customers were made to wait for weeks before the company verified these claims. This lackluster resolution makes for a very troublesome shopping experience.
They do offer an insurance add-on which the customers pay more to get their shipments tracked. However, the tracking numbers don’t seem to work in many cases as reported by customers on different forums. There are customers reporting of having to wait for weeks before they can get a hand on their order, not to mention that many of these customers claimed they had already paid for insurance and tracking.
In cases where the item doesn’t reach the customer, it can take up to 6 weeks for the company to send the replacement, which is an annoyingly long time. There have been cases of customers reportedly receiving broken items or some items missing but the packaging box that the items arrived in was completely intact which apparently shows that something was wrong from Grasscity’s logistics end.
These dissatisfied customers of Grasscity have raised their voices on various cannabis forums and review websites and Grasscity is well conscious of all these issues but instead of trying to fix the errors at the company’s end, they have been found guilty of posting fake comments and reviews to create a better image for themselves which is unethical and childish, to say the least. Instead of handling the problems and issuing refunds or replacement, their customer service team has reportedly been threatening and banning customers for using ‘harsh’ language during support emails.
Certainly, those are not the ways to deal with unhappy, angry or difficult customers no matter how bad the language they use, especially when you are in the online retail business sector. Apparently, Grasscity must accept responsibility for their mistakes and improve their customer service and refund process.
PROMOTIONS & PAYMENT OPTIONS
Thanks to the collaborations with some other big providers, Glasscity is always able to come up with new discounts and great deals. Members can get special discount coupons for being loyal and bulk buyers can get additional price reductions.
Regarding payment options, all major credit cards including MasterCard and Visa and American Express are accepted at Grasscity. The headshop also accepts other payment options such as iDeal, DIRECTebanking.com and they recently added bitcoin support as well, which is a good point. Cash orders and bank transfers used to be available as payment options but not anymore since they have updated their policy.
More seriously, PayPal is not supported which is a big question mark since many customers prefer to pay through PayPal due to its added security in case something goes wrong with their order. In relation to security, they have a very thorough system in place with SSL protection and encryption.
Grasscity offers international delivery and provides customers with two delivery options: Standard International Mail (No tracking number) and a more pricey Registered International Mail (with tracking number). They use national postal services such as USPS, Royal Mail, TNT/La Poste etc. for international shipping. Exact shipping costs may varies depending on the weight.
Theprices are generally competitive in comparison with other providers. However, the delivery time is apparently a big downside with 10 days as a minimum time of delivery. Their delivery time can go up dramatically during the holidays, meaning you’ll have to wait a considerable amount of time before your order arrives. Therefore, this is something to consider when ordering items during holiday seasons.
Their packaging and billing are secure and stealthy but there have been several cases where customers have reported to have received broken items or wrong items. Other customers have reported cases where they ordered a variety items but received the incomplete set of what they ordered. This might be attributed to the fact that they have two separate warehousing facilities – one in the Netherlands and the other in the US – and synchronizing fulfillment of multiple items from these two facilities may sometimes lead to errors.
However, Grasscity is a big company to make such an excuse. Instead, they should put more effort into improving and streamlining their logistics.
In conclusion, no matter how impressive their product selection is, Grasscity surely has to upgrade the standard of service they offer their customers if it wants to establish itself as a reliable name on the online cannabis providers’ map. Significant improvements are needed in delivery, customer satisfaction, and product quality. Until then, it is better for our customers to avoid making business deals with Grasscity and look for alternatives that are more trustworthy.
Personally, we favor Azarius.net as a better alternative that ships its accessories worldwide and has a physical store in Amsterdam which gives them an added layer of credibility. They are easily accessible via call and have a very good reputation among its customer base. If you would like to know more about them, read on: Azarius Review 2018