I order three OZ today from Starbuds. I did not look up the state law, I assumed they would not accept the order if I could not buy it. I come in and they said I had to remove just one strain. So I tell her which one to remove...and she KEEPS CHANGING IT. They at NO POINT offer a reduced gram option for any of these strains so I can get all the terpenes I need and the girl you could tell did not think it was a big deal. I told her it matters because it's medicinal. I would like to affirm that YES, I did ask a lot of questions and did not mean to overwhelm the bud tender...after she started seeming overwhelmed I could not tell if she was purposely confusing me back. At one point she says that my partner can buy one, I can buy one and we have to delete one. This is where she kept making things confusing and going back and forth. I told her she was overwhelming me. I left crying and apologizing. I took time and research putting this approx. $400 order and was very stressed that I took all this time at home to make pick up easy and I am not being offered what I ACTUALLY NEED. It's not about it being the person's fault that the app allowed an illegal order.... I'm assuming that's the issue.... It's the fact that she did not have good options ready for the person picking up and at points was shrugging her shoulders. My partner goes back in to buy JUST ONE of the strains I just bought....they said they deleted the order immediately and need to check if the items are even available. When the order was already ready for pick up supposedly. They told him they would have to check and make an order/account for him. I was waiting outside in the cold snow for him, just to find out they would not help him quickly and adequately. If they do not believe me because I do not have a medical card...I still having finished legally changing my gender, my medical card is one of A THOUSAND stresses I have with my health regarding paperwork. I would like to volunteer the information that I am wearing a snapback, with a bandana underneath and have piercings and tattoos, my partner had a bookbag as our eco friendly bag.... If we were profiled for this I would be more than happy to provide legal statements from my place of profession stating that I have borderline personality disorder. This is important information because THATS WHAT THE MEDICATION IS FOR AND WHY THE TERPENES MATTER. I experience extreme mood swings and pain when I am not medicated and need specific terpenes for specific symptoms. Myrcene for my insomnia, Limonene for my anxiety and Carypholene for my depression. I have to use these strains at certain times of the day and keep the medication in my system. These terpenes if not balanced right can be harmful to me and do not affect me like it does everyone else. It should not have been this hard. I am also happy to offer the information that I am a trans male who is still legally changing my name (AGAIN) and am in the process of changing my gender ...my medical card is NOT my number one priority as far as my paperwork is concerned. Being "born women" the world is making life hard enough and tells me no everywhere I go. My partner was upset and tried discussing the issue and felt rejected so they asked for a manager. They told us the manager would be in at 2pm. I didn't want to ask a manager, I wanted to resolve this. I spend a lot of money at this location and average of $400-$800 here a month and this is the second time I was given a hard time.The girl who helped me today had beautiful fluffy hair, thin face, African American, no visual piercings that I can remember.The last time someone gave me a hard time here is was an older Latina lady with thick eyeliner and bleached blonde hair, she's a good worker with regular guests (I shop here a lot and have seen her sell) and she was very rude about my name not matching my ID. I am not a criminal, I am a trans male. This place is advertised on Google as LBGTQ+ friendly. I have been buying bud here for years and am sad to say I will now shop in Oak Park. As a POC I preferred to shop here.

Official Response

First, we truly want to say we are very sorry that you left feeling overwhelmed, frustrated, and unheard. That is never the experience we want for anyone — especially someone who has supported our store consistently and trusts us with something as important as their wellness. We understand that your purchase was carefully planned and that specific terpene profiles matter to you for medicinal reasons. We also understand how stressful it can feel when state purchasing limits and system restrictions interrupt what you already researched and prepared. That situation should have been handled with clearer communication and better support. At the same time, we want to reassure you that any adjustments made to orders are strictly related to Illinois state purchase limits and ID verification requirements. Our team does not make decisions based on appearance, identity, or personal background. We are committed to being an inclusive and welcoming environment for all guests. That said, what matters most is that you left upset — and that tells us we need to do better in how we communicate options and problem-solve in the moment. We would truly appreciate the opportunity to make this right. Please reach out to any of the managers at the store directly so we can review the situation, clarify what happened, and work toward a resolution. You can call the store and ask for a manager on duty, or stop in and request to speak with one — we want to personally address your concerns and ensure you feel respected and supported moving forward. Thank you for bringing this to our attention. We value your business and your trust, and we hope to have the chance to turn this experience around for you.