Not every disappointing session means something was wrong with the product. But some definitely do. Here's how to tell.
Cannabis is a complex product and experiences vary — by strain, by tolerance, by mood, by setting. If a pre-roll didn't land the way you hoped, that's disappointing, but it's not automatically a product failure.
There's a real distinction between "this didn't do it for me" and "this product had something wrong with it." We can only offer recourse for the second one.
A pre-roll with a genuine quality problem will show you in a few different ways. The burn is dramatically uneven and stays that way — not just for the first centimetre but through most of the smoke. The draw is either impossibly tight or completely loose with no resistance. The flower falls out in chunks. The pre-roll burns so fast it's gone in under two minutes with almost nothing to show for it.
These aren't subjective. They're structural. And they're worth reporting.
A pre-roll that canoeed slightly because it was lit in the wind. A session that felt less potent than expected because of personal tolerance. A flavour that wasn't what you were expecting based on the strain name. These are real experiences, but they don't point to a product that was wrong — they point to factors outside the product.
We're always open to feedback, but we want to be straight with you about what qualifies for a formal quality complaint.
Reach out anyway. Describe what happened as specifically as you can. We'll help you figure out whether it's something we should investigate further or whether there's something useful we can tell you about what might have caused the experience.
Either way, you'll get a real answer — not a form letter.