In California’s ever-evolving cannabis delivery landscape, two names consistently rise to the top: Eaze and Caliva. Both have built strong reputations for reliable service, but when it comes to customer service, the differences between the two are striking. Follow along as we compare their customer service approaches—and how those experiences shape consumer loyalty.
Eaze: Efficient and Tech-Driven, But Impersonal
Eaze is widely recognized as a leader in cannabis delivery, often referred to as the “Uber of weed.” With its sleek app interface, real-time delivery tracking, and wide selection of products sourced through licensed partners, Eaze has built a fast, scalable model that appeals to consumers across California and Michigan. According to Business Insider, Eaze is also active in social equity advocacy, supporting underrepresented entrepreneurs in the cannabis space.
However, when it comes to customer service, Eaze often feels more like a technology company than a cannabis concierge. Support is mostly handled through in-app chat and email, which can sometimes lead to frustration. In one instance, a customer received the wrong product and was met with delayed email responses and automated messages, leading to a 48-hour wait before the issue was resolved. The experience highlighted how Eaze favors automation over human interaction—a tradeoff that works for some but not for those who prioritize personalized service.
While the company does well with logistics and compliance—offering age verification, purchase limits, and contactless delivery—the human element sometimes takes a backseat. For users who want efficiency and scale, Eaze delivers. But for those who value empathy and accountability, the experience may fall short.
Caliva: A Personalized, Boutique Experience
In contrast, Caliva offers a more boutique, vertically integrated experience. As part of The Parent Company, which also includes Jay-Z’s Monogram cannabis brand, Caliva manages everything from cultivation to delivery. This level of control allows the company to deliver a high-touch customer experience that feels more intentional and personal.
Upon placing an order, Caliva customers often receive a phone call from a live representative confirming the order and delivery window—an unusual but welcome gesture in a world driven by automation. When delays or issues arise, Caliva’s team is known to reach out proactively, offering solutions and even discounts to make things right. In one case, a late delivery was addressed with a sincere apology and a follow-up offer, reflecting a commitment to customer satisfaction rarely seen in the industry.
Customer support is accessible through multiple channels, including phone, live chat, and email. Many online reviews on platforms like Weedmaps and Leafly praise Caliva’s responsiveness and driver professionalism, often describing interactions that go beyond transactional—such as delivery drivers offering knowledgeable product recommendations.
That said, Caliva’s service does have limitations. The product catalog is more curated and limited than Eaze’s broader marketplace, which may not appeal to consumers looking for the latest drops or niche strains.
The Bottom Line: Speed vs Service
Ultimately, the choice between Eaze and Caliva depends on what the consumer values most. For speed, variety, and app-based convenience, Eaze is a strong contender. But for human-centered service, proactive communication, and trust, Caliva sets a higher standard.
The true test of a company’s value comes not when things go smoothly, but when they don’t. And in those moments, Caliva consistently demonstrates a level of care and responsiveness that turns a casual buyer into a loyal customer.
