Why Cannabis Customers Get So Frustrated with Online Menus

Online menus have become the lifeline of cannabis shopping. Whether customers are browsing for flower, edibles, or vape carts, digital menus offer the convenience of ordering ahead without waiting in line. Still, dispensaries regularly hear the same complaints—and they aren’t always fair.

Despite their convenience, online menus often create frustration for shoppers, largely due to tech limitations or customer misunderstandings. Below are some of the most common things customers say that leave dispensary staff shaking their heads.

“Why is everything out of stock?”

Nothing disappoints a customer more than clicking on the perfect product only to find it unavailable. Stock tends to move quickly, especially during peak hours or after a promotional blast. Some platforms don’t update inventory in real-time, and even those that do can run into syncing delays.

Why it’s frustrating: Shoppers expect the cannabis menu to work like Amazon, but inventory can shift dramatically within minutes. Walk-in purchases, driver handoffs, and backend software issues all play a role in product availability. Dispensaries are often doing everything they can behind the scenes, but the technology doesn’t always keep pace.

“It says $40 online—why am I paying $47?”

This is a classic misunderstanding. Many menus display pre-tax pricing or exclude certain surcharges until checkout. Depending on the region, local taxes, excise fees, and delivery charges can significantly impact the final total. That quick price glance isn’t always the whole story.

Why it’s frustrating: Customers feel misled, even though dispensaries are following regional rules on how pricing must appear. Without consistent formatting across all platforms, confusion remains a common part of the shopping experience.

“I just added that to my cart—why can’t I check out with it?”

This issue usually comes up during busy times or limited product drops. A shopper adds something to their cart, gets distracted for a minute, then returns to complete the purchase—only to find the item gone. That moment of loss stings, even more so if the customer thought the product was “theirs” just by clicking.

Why it’s frustrating: Most cannabis e-commerce systems don’t lock inventory during cart placement. Until payment is finalized, another customer can grab the same item. It’s a harsh reality for modern cannabis shoppers used to traditional e-commerce protections.

“Why can’t I just shop by how I want to feel?”

The modern consumer is searching differently now. Keywords like “calming,” “creative,” or “sleep support” have replaced old-school categories like “sativa” and “indica.” Many menus still rely on generic filters or outdated classification systems, which don’t reflect how people are shopping today.

Why it’s frustrating: Shoppers want smart, intuitive menus that help them discover products based on experience or desired outcome. Without better filters or AI-driven tools, they feel stuck browsing aimlessly.

“Why do I have to put in my address just to browse?”

Some platforms force visitors to enter a zip code or delivery address before showing product availability. While it’s helpful for compliance and accurate inventory display, many customers interpret it as a barrier to casual browsing.

Why it’s frustrating: People expect to scroll freely and window shop. The second a form pops up, trust and curiosity begin to wane. New shoppers, especially those unfamiliar with the rules, often leave before they even see the menu.

Wrapping It Up

Online cannabis menus offer convenience, but they still fall short of customer expectations. Until platforms evolve to reflect real-time inventory, transparent pricing, and smarter search functions, complaints will continue. Education, communication, and improved tech could go a long way in solving the disconnect between dispensaries and their digital customers.