Case Study

Primal Hemp

Cannabis retailer and wholesaler.

Key Takeaways

Primal Hemp was unexpectedly deplatformed from Shopify without any warning or specific explanation, which was highly frustrating for the company.
After being deplatformed, Primal Hemp turned to WordPress for its open-source freedom and found Convesio as their hosting service. Convesio provided a more reliable and supportive experience compared to Shopify.
Unlike Shopify's impersonal AI-driven support, Convesio offered direct human interaction, allowing Primal Hemp to quickly resolve issues. The ability to speak directly with Convesio’s founder, Tom Fanelli, highlighted the difference in customer service.
With Convesio, Primal Hemp now feels secure in investing time and money into their business without the fear of being suddenly deplatformed, allowing them to focus on growth.

We're excited to have the "safety net" of knowing that we won't be deplatformed anymore.

Smith Scholtz, Primal Hemp

About

Primal Hemp specializes in retailing and wholesaling cannabis-related products, with a focus on THC-A and other hemp-derived items. They offer a diverse range of products, including premium cannabis flower sourced from growers across the U.S., edibles such as gummies for those who prefer not to smoke, and hand-rolled prerolls made from raw cannabis flower. They cater to both individual consumers and vendors, offering special pricing for wholesale purchases and opportunities for sales representatives to join their team.

CHALLENGE

Deplatformed from Shopify

Primal Hemp’s journey with cannabis eCommerce began on Shopify, where they initially received support and even cleared their business with the platform before getting started. However, after they started generating sales, they were abruptly kicked off Shopify without any warning or specific explanation—just a sudden email notification. This unexpected deplatforming was extremely frustrating for the team at Primal Hemp.

Solution

Finding Convesio

In search of a more reliable solution, Primal turned to WordPress, appreciating the freedom offered by its open-source nature. However, they needed a hosting service for their WordPress site, which led them to discover Convesio. Unlike Shopify, Convesio provided Primal Hemp with a much more supportive and responsive experience. Even without technical expertise, they could easily reach out via Slack chat to resolve issues quickly. The personal touch at Convesio stood out, especially when they were able to speak directly with Tom Fanelli, the head of the company, on their first day.

The stark contrast between Shopify’s impersonal, AI-driven support and Convesio’s human-centric approach made Primal Hemp feel secure and confident about moving forward. Now, they no longer fear investing time and money into their business, knowing they won’t be unexpectedly deplatformed again.

Shopify doesn't have a call line where you can talk to a person. The closest you can get is an AI chat bot, which was an absolute nightmare to work with. That's why I prefer something like Convesio now, because you can talk to a human being. The same day that I found your company, I was able to get on the phone with Tom, and that was pretty cool to be able to talk to the head guy. That was very different from what I experienced at Shopify, where I couldn't get help for anything.

Smith Scholtz, Primal Hemp

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