Dispensary Review: Keystone Shops (Devon)

ReLeaf recently paid a visit to Keystone Shops in Devon. This quaint dispensary is conveniently nestled along the “main line” sprawl of Business 30, one of three dispensaries setting up shop in Chester County. Tesla is next door, expanding the retail window into the future of human consumption. Parking seems adequate to handle a retail surge, however some patients or caregivers may find themselves embracing the elements waiting for a spot within their relatively small waiting area. Once inside, we were greeted by a security officer and a receptionist, presumably a manager, who was sitting behind a small desk. After filling out some standard patient forms, we waited to be escorted to the product floor with a few other patients. Although the waiting area is snug, the group managed casual conversation without feeling overly personal. We declined a free consultation with the pharmacist due to prior experience, however a pharmacist was available to escort us to the product floor and was willing to answer any questions.

Most of our questions were product-related so we were passed off to a retail consultant who also happened to be the Director of Finance. Perhaps many dispensaries will need staff to wear several hats as the market “buds” into maturity. As expected, product availability was limited, offering only a handful of strains in various forms from two cultivators, Cresco-Yeltrah and Standard Farms. While we expected to pay a premium for a high-quality product, we still experienced sticker shock in comparison to competitive prices in other legal markets. The retail consultant reassured us that costs will go down as more cultivators produce higher yields, but considering the natural grow cycle of cannabis plants, these prices will likely remain as cultivators and dispensaries attempt to put a dent into their initial investments. On our way out, we were greeted by a waiting area near capacity as more patients had shown up to purchase their medication. We took this as our que to exit as there was no more room to stay and chat. A new wave of demand had washed upon their shores. Overall, Keystone Shops puts on a sophisticated patient experience at the expense of close quarter operations and inflated costs. Perhaps it’s the cost of doing business on the main line, but Keystone Shops should consider ways to lower costs to establish competitive pricing and streamline the retail experience to keep patients from feeling too cramped for too long in their somewhat small waiting area.

Response - 5/5
Keystone Shops staff were very responsive throughout our visit. We were greeted at the door by the security guard, feeling safe without feeling intimidated. The receptionist answered some preliminary questions and carried on a casual conversation. The Pharmacist personally escorted us to a retail consultant, willing to answer any questions. The retail consultant empathized with cost and availability concerns. Overall, I never felt unnoticed or less important than anyone else. Their time was our time.

Education - 4/5
We certainly felt more educated after leaving the dispensary. Between the receptionist and retail consultant we learned about the future of “dried flower.” In addition, the retail consultant provided extensive knowledge concerning strains, forms, cost considerations, and accessories. However, there was no literature available that could help further educate customers. Keystone should consider developing some educational materials like pamphlets and brochures to educate customers about products and qualifying conditions.

Leadership - 4/5
Being first to market says something. A pricey menu says something else. Keystone Shops has demonstrated tremendous leadership being one of the first dispensaries to open along with a sophisticated patient flow process. Unfortunately, Keystone Shops is also a leader in pricing with products costing considerably more than other dispensaries. This may be cost of doing business on the main line, but they should consider more competitive pricing strategies before patients go elsewhere for greater purchasing power.

Evaluation - 0/5
Considering ReLeaf has no knowledge of any Keystone Shop internal assessment processes, we have every reason to believe they exist. However, from an “external” perspective, there is no formal process to evaluate the customer experience including their medical needs. A simple paper or online survey may help achieve this.

Advocacy - 3/5
Our retail consultant seemed interested in making sure patients get the products they need to include “dried flower.” However, we did not get the impression they were getting on their “soapbox” to make sure this happens. Hopefully they are voicing patient concerns to government and industry officials behind the scenes. And it seems they're more interested in charging a premium to cover their investment rather than making sure patients can afford their medication.

Facilitation - 5/5
From walking through the front door to exiting the product floor with our purchases, Keystone Shops provided a seamless customer experience.

ReLeaf Score: 21/30

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