Hundred grams of boulders for $350!
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Just wanted to post around my excellent experience with @Octave throughout the entire transaction. Long story short, there was a snafu and they resolved it 10x and made it right above and beyond. The product was excellent , as was the service, and straight up honest business people that place client satisfaction above and beyond any expectations. Iāll definitely do business again and recommend them to my colleagues.
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I will bump to say I had a really bad experience with this company after a completely botched order led to them selling me complete garbage from another lab without my consent. It all started with the best intentions, as I was hoping they could adjust their mill to a slightly larger particle size for my 5 kilo order. I sent the material off, and different material showed up. Unfortunately it wasnāt right either (particle size wasnāt good and it had a weird color to it). I wanted to return it but they said it would be a 20% restocking fee IF they accepted the returnā¦ and so I attempted to simply decarb the material which would have worked fine if it was material from Octave that is high purity but they had this other place āGo Northā send material to me that they did not inspect or test and is filled with fats & lipids and is far less than pure. All in a very bad experience with both Octave and Go North as neither want to take responsibility for this sub par āisolateā that was provided to me, and the person at Octave I have been speaking with has mentioned they are going out of business anyways.
Buyers beware.
SA-240918-48812 St. Paul Cannabis Go North - Octave - THCA Retention Sample.pdf (869.9 KB)
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That would explain the lack of response when I attempted to reorder recently
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I am only interested in doing business with reputable labs who donāt sell unidentified drugs to consumers in other countries. Just personal ethics
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Aloha everyone,
First, I want to sincerely apologize for my absence on the forums recently. Iāve been up in the mountains extracting terpenes for the fall harvest season, which has taken up all my bandwidth. As a result, I was not able to be as present as I would have liked, and I just recently noticed this complaint. I deeply value this community, and itās important to me that I address these concerns directly.
I also want to take a moment to acknowledge @Parahexyl and their efforts throughout this process. I appreciate all they have done to resolve the situation since it was brought to my attention. We at Octave Labs truly empathize with the challenges faced by Parahexyl, and we have worked tirelessly to come up with remedies and provide ongoing support.
We have been serving the community since 2018 with a commitment to delivering the best quality products and services that we can. Weāve always gone above and beyond to support our communityāwhether itās helping farmers harvest and extract their biomass or being one of the first labs to create broad-spectrum distillate to ensure product compliance. Weāve always strived to adapt and improve, and situations like this test our ability to learn and grow for the betterment of our entire community.
Background on the Situation:
@Parahexyl initially ordered 5 kg of pure white, powdery THCA Isolate from Octave Labs. Upon receiving the material, Parahexyl informed me that it was too powdery for their intended use, which was for coating flower. They needed something with a consistency more like sugar granules.
The original order was for finely milled, pure white isolate, which is how our material is typically produced. We couldnāt create a sugar consistency ourselves, as our method of production does not use a centrifuge. However, I reached out to a reputable supplier Iāve been working with since early 2019, and they let me know that they had an ideal productāa granulated isolate commonly used by their clients for dusting flower.
@Parahexyl agreed to the swap, and to facilitate this transition, I took on a personal financial loss of $200 to ensure that they got what they needed. At this point, the funds were transferred to the new supplier, and I informed Parahexyl that Octave Labs would no longer be handling The shipping and since we were hands off on the material, they would need to coordinate shipping directly. We did all of this with the sole intention of making sure Parahexyl was a satisfied customer. Octave Labs should have been more transparent in advance that we would need to source sand type material from a partner lab. This is some thing will be sure to note for the future.
Everything seemed to go well, and despite taking a $280 loss, we believed we had achieved a positive outcome for everyone involved.
The Current Issue:
Over a month later, I received a message from Parahexyl stating that they were colorblind and hadnāt noticed until recently that the THCA isolate had an off-color tint. This complaint came more than 30 days after they received the material, which is well outside the normal timeframe for reporting issues.
I was sympathetic to Parahexylās situation and did my best to support them. I reached out to the supplier and, together, we tried to find a resolution. During this time, both the supplier and I repeatedly asked Parahexyl for photos or videos of the material, but they were unable to provide them.
Eventually, even after holding the material for over 30 days and attempting to use it, the supplier was willing to take the product back for a 20% restocking fee. Parahexyl declined the offer, instead mentioning that they would try to turn the material into cartridges. I respected that that was their decision and I did not tell them not to or to go ahead and put them into cartridges. I know many of our other clients do this, but they do not decarb the material first we do not decarb THCA. We gently mix it at low temperatures with crystal resistant Distillate, so I didnāt think there would be any problem so I figured close move on.
Shortly thereafter, Parahexyl reached out again to let me know theyāre going to decarb the material, I personally donāt know anything about decarb being the material so I reached out to a lab tech at Octave Labs and they said to be sure not to decarb very much material at once to do small batches no more than 200 g max at a time , Parahexyl responded to say they had placed the entire batch into an oven in an attempt to melt it. I was taken aback by this, as handling an entire batch was strongly emphasized is not advisable. I suggested starting with a smaller amountā200 gāto establish a safe SOP before attempting to convert a larger quantity.
I also reached out to one of the lab techs at Octave Labs, who ran a real-time experiment to melt 200 g of our isolate, step by step, and successfully turned it into a high-quality, glass dab-like material. I shared these instructions with Parahexyl, emphasizing the importance of starting with small amounts, but unfortunately, they chose to ignore this advice and proceeded to handle the entire batch.
This decision led to further complications, and at this point, it was no longer possible to entertain the idea of a return, as the material had been altered.
Continuing Support and Moving Forward:
Despite these challenges, I continued to support Parahexyl. I sent them 5 kg of crystal-resistant distillate and over 50 grams of CDTs at my own cost, as a gesture of goodwill and to help them continue with their project. I have always treated Parahexyl with respect, and I have remained available and communicative throughout this process, despite the difficulties.
It is also important for me to address the misinformation being shared on this forum. I believe that some of the details provided by Parahexyl have been misrepresented, and this has resulted in unnecessary damage to my reputation and that of Octave Labs. I want to assure the community that we have always acted in good faith and that we have documentation to support every step taken to help Parahexyl.
Final Thoughts and Gratitude:
I want to thank @Parahexyl for the opportunity to learn, grow, and develop from this experience. I do not wish to diminish the struggles that they have faced, and I genuinely hope that this experience ultimately benefits their life and relationships in positive ways. We have actively worked to clear any obstacles preventing effective communication, and I have just completed a Pooja to help cleanse any negative energies between us. Parahexyl knows that I have their back and will continue having their back and am still working on their behalf to resolve the situation
Octave Labs has always strived to serve this community, whether by helping farmers with their harvests, creating compliant products, or simply ensuring that those who work with us are treated fairly. Many of you know us well and have worked with us through both the good times and the challenges. We value this community more than words can express, and I am deeply grateful for your continued support and for the relationships weāve built together.
Thank you all for taking the time to read this, and for your understanding. I am here to answer any questions or provide further clarity. Let us continue to move forward, striving to serve and support one another to the best of our abilities.
Mahalo,
Octave Labs
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Whoever you brokered this deal through without my knowledge should refund you so that you can refund me. I had no knowledge that a deal was brokered. I sent money directly to you, and never at any point up until there was significant problems with the product did you tell me about Go North being involved. At which point I went out of my way to find their contact information and reached out to them to ask them what was going on.
I wanted high purity isolate and thatās what i paid for, you sent me āIsolateā that tested at 77% THCAā¦ I never wanted the mother liquor or CDTās and made that abundantly clear. It doesnāt make me any money or help me. I wanted a refund for the unusable garbage product that I paid nearly 10,000USD for, and have been transparent that I sold some of it and would only need partial compensation for what I still had - 4200 grams. Replacement isolate or refund would be ideal.
All around nothing helpful has come out of this from my perspective but I am glad that you have learned something from my significant loss.
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Finally I will quote you directly so everyone reading this understands clearly that I had no idea that I would recieve the material that I posted the COA for that tested at less than 77%.
āOctave Labs should have been more transparent in advance that we would need to source sand type material from a partner labā
Sure, you tried to help me, and in doing so you sold me the worst material I have ever seen. I stand by what I am saying. You sold me this stuff. You can do something to make it right.
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Ive been given permission by @parahexyl to reply to this thread as the decarbed thc a is in my possession and as a processor I feel like i can shed a different light on this.
First off the decarbed thc a that i recieved is full of fats and lipids, you can tell because it has that shiny/foggy fatty look to it and when its heated up it dissappear. You can also tell by the coa that was posted above. 87% TAC before decarbed is horrid.
Im not exactly sure why you would charge someone a restocking fee even after a month when whoever made this thc a fucked up bad on it. Just based on the potency alone id have returned it based on the fact i can do a single crash and get 99%+ NP. Obviously someone blew it, whether that was intentional or not its hard to say.
There should definitely not be any kind of restocking fee being charged on a bad product no matter how long its been, this leads me to believe the lab that sent this to him knew it was bad and just wanted to get rid of it. Not to mention the only reason it was decarbed was to try and make the product useful and avoid a 20% restocking fee.
Had the product not had fats and lipids in it it could have been used for carts, unfortunately its impossible to tell if theres fats and lipid in it unless you combine it with alcohol or decarb it. I think we can all agree most people dont have the ability to perform winterization to check a product unless you run a lab.
Should @parahexyl have maybe decarbed a couple grams instead of all the kilos? Maybe, but tbh I wouldnt have even thought to do that honestly. To me it feels like the lab that sent this to him knew he was going to end up decarbing it and they could just pawn it off as being unreturnable then.
Either way its fucked up to charge someone a restocking fee when you sell them bad productā¦ I know that this isnt directly your fault but you are responsible since you were paid for it and brokered it. Youd have been better off just passing along the contact information and staying out of itā¦
Heres a picture of the combined decarbed thc a you can see the wax
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Original material that was ordered by Parahexyl was Octave Isolate and thatās shipped pure white Octave quality THCA Isolate originally ordered as pure white powder which we provided, the client asked to have it swapped out for something of a consistency of sand, I was clear that we did not have that, but I would see what I could find so I made an attempt to help material substitution. I found the material through trusted supplier notified Parahexyl and I found Sandy material and they said they wanted to swap
All of this was an attempt to satisfy the client. Octave Labs did not make any money in fact we took a loss. Spent money in order to help facilitate the transaction in hopes to have a happy customer
Parahexyl is fully aware that we are working diligently to ensure the retention samples match the material that Parahexyl received, as this will help us determine the true nature of the material and verify any discrepancies.
Timing and Complexity of Handling the Complaint
One of the challenges we are facing in finding a satisfactory resolution is the timing of the complaint, which occurred over a month after the material was delivered. THCA isolate is sensitive to environmental conditions, and proper storage is key to maintaining its integrity. The delay complicates our ability to remedy the issues raised. Another issue is that the offer of a refund for 20% restocking fee was offered by the supplier, this would have been much more manageable and affordable for us to work together to cover The 20% restocking fee, which I We couldāve managed together I couldāve covered that out of my own pocket, parahexyl
would not supply any photos, or videos so I could see the issue.
Also, if you wouldāve tried to test a small amount to decarb the material we would have been Able to return the material without paying the restocking fee or even a simple COA test kind of given us the ability to probably eliminate that fee. Nonetheless multiple decisions made.Parahexyl Has made it nearly impossible for Octave to remedy the situation
However, I am continuing to engage with this supplier and am committed to completing this investigation with the information and resources available. My focus is on understanding the root cause, and determining appropriate next steps.
@parahexyl understand the frustration caused by the quality issues, and I regret that the material did not meet expectations. I want to emphasize that our primary focus remains on the investigation and fact-finding so that we can establish exactly what transpired and provide transparency to everyone involved.
I appreciate your patience, and I will share any new information I obtain as soon as possible. I understand how important transparency is, both to you and to this community.
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Can we get another kilo ASAP?
Please, and thank you!
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Absolutely thank you for your continued interest in Octave Labs products
Doesnt matter if you send out shitty material youre liable for it no matter what, hiding behind a restocking fee isnt a good look and not telling someone youre brokering a deal isnt either.
Think about labs that get caught selling pesticide contaminated material in metrc, doesnt matter how long its been on the shelves for their liable for it and have to issue refundsā¦ (without restocking fees too)
Honestly,
1 Do you think thc a āisolateā that tests at 87% TAC is okay to sell?
2 Do you think the product in the picture i attached is okay to sell?
If you didnāt make any money off the deal why didnt you refund him and give his contact info to another lab? You wouldnt be in this position if you did
Im generally curious about the 2 questions above, because if you think either is okay you probably shouldnāt be selling product in this spaceā¦
How are you putting the responsibility of testing the material you are brokering on the end customer?
Do you send out untested material or have no chain of custody?
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Yeah and now they are allowing the lab that sold them this garbage material to send out a āRetention Sampleā
The retention sample will be different material, real isolate. Then I will be told that because the retention sample is real isolate, I somehow did this to the material thru negligenceā¦
All manipulation to save giving me any % refund or see octave take any % responsibility and help me out.
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Octave does not have a rentention sample. they wired this money off and let this other lab send me garbage without my knowledge and without performing any testing, inspection etc.
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THCA Isolate does not become fatty and go down in purity from sitting in my climate controlled facility in an ip67 bin in a black vac sealed bag with dessicant packets in it 
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Aloha Fam,
First off, I want to sincerely thank everyone for their feedback, especially @Parahexyl, @KingoftheKush420, and others who have taken the time to share their perspectives on this thread. I understand that this situation has caused frustration, and I have taken all of your input seriously.
The situation with @Parahexyl was uniquely complicated and not representative of the experience that we cultivate for our customers at Octave Labs. The original order from Parahexyl involved THCA isolate that was a pure, finely milled powder 99% THCa, but it did not meet Parahexylās specific needs for āflower coatingā. I went outside of our standard processes to source a suitable replacement from a third-party supplier at a financial loss on my end in an effort to provide @Parahexyl with a solution for their specific application since Octave Labs didnāt have a granulated form of THCA in stock.
I understand that the material outsourced that @Parahexyl received did not meet @Parahexylās expectations, and I take these concerns seriously. Part of what made this scenario difficult to provide @Parahexyl with a good outcome was that the material was in his physical custody for over 30 days before quality concerns were brought to my attention. Even though the complaint was brought to my attention after 30 days, I was still able to get the third-party supplier to break their own terms and conditions and offer a refund, the third-party supplier requested 20% restocking fee as part of the return agreement. Parahexyl denied the refund due to the third-party supplier requesting 20% restocking fee and made the decision that he would take matters into his own hands, during this time, he performed a conversion on a substantial potion of the material that inherently alters the chemical composition of the original product. A refund could have been initiated, if @Parahexyl brought any quality concerns to my attention in a timely fashion, and I would have been able to help with the re-stocking fee for him. Which I donāt think would have even been suggested if it would have not been 30 days before raising any complaints
Also from the third-party suppliers perspective considering unintentional adulteration of the source material is a very real consideration from variables including humidity, storage temperature, and cross contamination with any material that has been in a customerās physical custody for this time period. Iām not at all suggesting that the real potential for fats and lipids being present in the material would have been introduced at this time. This is a separate potential issue that requires further investigation.
We are still in the process of securing the retention sample and COA from the third-party supplier to understand any discrepancies and to verify that the material provided matched what was agreed upon. I want to be clear that this is not about deflecting responsibility but about gaining an accurate understanding so that, in the future, we can ensure nothing like this happens again. I also want to reiterate that Octave Labs has always maintained retention samples for every batch we produce internally, all documented meticulously with Certificates of Analysis (COAs). This experience has reinforced the importance of extending that practice to all material, regardless of its origin.
Issues to consider in this scenario:
- COA provided by @Parahexyl for THCA isolate at 87% THCa: This level is not up to the standards we would expect.
- We have requested retention sample from the 3rd party supplier, and we are waiting on retention sample potency results from an ORELAP certified 3rdparty lab to identify if material presented at the time of sale matches our expectations for the material presented to the customer.
- Third-partyās request for Restocking Fee for returns after 30 days: The restocking fee requested is not an internal policy of Octave Labs, but rather a requirement from the third-party supplier involved, we apologize that this policy has impacted our customer. We understand the negative perception around this and are working to establish clearer and fairer policies moving forward, to prevent such misunderstandings in the future.
To work towards maintaining best practices for operations, directed by our Quality Assurance Director, we are aligning our practices with CFR ā 111 requirements, which govern the manufacturing, packaging, labeling, and holding of dietary supplements under FDA regulations. This includes:
Stricter Quality Verification: Ensuring that all third party-sourced material meets our standards before it reaches any clientā¦
*
- Retention Sampling and Testing: Moving forward, we will treat any material sourced externally with the same rigorous retention sampling and testing standards as our internally produced products. Retention samples for any 3rdparty sourced materials will be independently verified for identity and potency, and retained for a minimum of 2 years, in order to aid in the investigation of any adverse customer event.
The feedback Iāve received has been invaluable. It has allowed us to adjust how we operate to better serve our community. I am confident that with these changes, situations like this will not arise in the future, and that our quality assurance will meet or exceed industry standards.
To everyone in the community, I appreciate the patience and support you have shown. I understand the concerns that have been raised, and I want you to know that I take these seriously. My aim is to continue providing high-quality products and a high level of service, while ensuring our practices align with your expectations and industry standards.
I know that trust is built through actions, not words, and I want to reaffirm my commitment to being transparent, learning from mistakes, and striving to improve. This experience has taught us a lot, and our focus is on taking concrete steps to prevent similar occurrences.
I believe I have provided all the information available at this point, and I will be dedicating my focus now to moving forward with improvements and ensuring the best experience for the community.
If anyone has questions that will help us all grow and learn, I am always here. I hope we can continue building this community with positivity and collective growth.
Mahalo,
From your friends at Octave Labs have a great weekend
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Send me a DM or an email so we can confirm all the information
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