ComplaintsforCresco Labs, LLC

• Initial Complaint

  09/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order for medical, with pickup. I called to make sure I could pick up my order this evening. Dispensary said they're open until 9pm and take the last person in by 830pm. I drove from ********** to pick it up, and arrived at the business at 820pm. The door was locked and after knocking excessively they were walking someone out and I was told since it was past 830 they can't fill my order. Very unprofessional. Staff cares more about people buying recreational instead of taking care of medical patients.

  

  Business response

  10/02/2024

  Hello, 

  We did not receive any communication from the customer regarding this complaint. Yesterday, after reviewing camera footage to confirm the arrival time of 8:30 and an attempt to enter at 8:31, a store manager contacted the customer to apologize for the inconvenience and to explain the reason behind the doors automatically locking at 8:30. "He was not responsive to my explanation."

  I have attached an image from our website which mentions the last customer entry time. I have also attached the messages that are sent in the order confirmation email or text message to the customer, with the mention of the last customer entry time. It depends on what the customer has selected.

  Please let me know if there are any additional questions. 

  Thank you.

   

   

   

• Initial Complaint

  08/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a recreational marijuana pen. Less than a day later it does not work. Called sunnyside and they said I have to call the distributor (no longer in business) and I would need to bring the pen back. My wife and I are teaveling and that is not an option. Sunnyside would not work with me at all in order to refund my money after buying a defective and discontinued product (distributor is out of business). I am seeking a full refund and an apology.

  

  Business response

  08/14/2024

  Hello, 

  The return policy at Sunnyside is all sales are final. We do not offer refunds. In the event there is a mechanically defective product, the customer may return the product within 30 days of purchase along with the packaging and the receipt.

  When the customer contacts our team, we ask for images of the product, the packaging and the receipt to document the issue and share with our cultivation partners to see what may have gone wrong. We then instruct the customer to return to the ******************** with the defective product for an exchange or an appropriate resolution.  

  We are always happy to help but unfortunately, after review, we have not received any correspondence from this customer and cannot find an account in our system that is associated with their email address or phone number.

  Thank you.

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a member of the medical marijuana program since Oct of 2023 I have spent over ***** at the Sunnyside Dispensary located at *************************************** location. From the first day it has been an issue with staff and management to walk anyone through the steps to receive rewards. I have been told for months that if I want to receive the rewards I have to not use iPhone or have **** for service. And that would have to purchase a burner phone to activate my rewards. After not being able to join the program I broke down and purchased the burner phone and was able to get the rewards only for them to tell me they will not honor the points I missed. I have emails that prove the issue happed on the day I l eft the dispensary for my initial consultation. How is this fair that I have to purchase a phone to receive discount for my prescription and then cant even get the reward point I spent my hard earned money on?

  

  Business response

  06/24/2024

  Hello, 

  The customer was not able to enroll into the Rewards program due to phone carrier limitations. These challenges are deeply rooted in strict regulations, and certain carriers, seem to be more affected than others.

  The customer was finally able to enroll. After reviewing the account and dating back to 10/9/23, we have calculated the purchases and applied a total of 3463 points to reconcile the account. ********************** Rewards points are earned with 1 point for every dollar you spend, after discounts, promos, and, before tax. 

  We have informed the customer of the final resolution.

  Thank you!

• Initial Complaint

  05/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Chicago branch keeps sending me advertisements. Ive unsubscribed several times. When I complain about it theyll send me 3 or 4 more advertisements that very day. I just want it to stop

  

  Business response

  05/06/2024

  Hello, 

  We have not received any communication from this customer.  

  After a review of their account, we found they had manually opted of receiving promotional emails in January. However, since they are an active shopper with us, occasionally those manual overrides will revert to existing preferences.

  We have manually opted them out again, but highly recommend they follow suit with an opt-out through their Sunnyside* account just to be certain that it sticks for good. Here is the website for reference. - *********************************************

  We have communicated with the customer and provided him with the link to the website to update his account preferences.

  Please let me know if you have any questions.

   

   

• Initial Complaint

  02/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/17/24 @ 5:15:57 PM I placed my order with the gentleman in the front of the store, he took me back to bag my items, and then gave me the bag after checking me out. I walked to my car only to realize he gave me the wrong product. I walked right back in and asked to exchange the product because he gave be the wrong item. The manager refused, saying she was unable to do so. I explained that the gentleman gave me the incorrect items and she proceeded to tell me she still could not exchange the items. I got charged and my prescription was utilized on product I will not use and did not want.

  

  Business response

  03/12/2024

  Hello, 

  In response to the complaint -

  Our return policy is that all sales are final. However, we will replace or exchange products that are considered mechanically defective or if the customer has an adverse reaction to the product.

  There are multiple points of verification prior to finalizing the transaction. The complaint from the customer of receiving the wrong product and wanting an exchange doesn't align with our policy and that is why the customer was denied the exchange.

  As a one-time courtesy, we are willing to approve an exchange of the products for something of equal value.

  Thank you.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased whole flower cannabis from Sunnyside, **********, ** on January 31, 2024.With purchasing discounts, that 28g purchase came out to $126.75.I received it sealed with a vertical white paper strip from lid top to container side indicating that it was unopened.I opened the flower container two days later breaking the seal and when I took off the lid it was completely empty with cannabis dust residue on the interior sidewalls of the container.When contacted the store I was told to bring the container and receipt and it would be taken care of. When I did and spoke with the store manager directly he would not give me an exchange and said that by the residue inside the container he would not be able to do anything but offer a discount on my next purchase. I spoke with another store not affiliated with Sunnyside and was told that they too had experienced the same problem concerning ******/Matter. It had happened twice.I don't think it's common but it does seem it has occurred and it should be addressed and corrected A partial discount one a future purchase is unacceptable.

  

  Business response

  03/12/2024

  In response to the complaint - 

  After speaking with the local management team, this concern was addressed and resolved on 3/8/24. A resolution was provided via the manufacturer of the product, in conjunction with our local dispensary team.

  Thank you.

• Initial Complaint

  01/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a product that had leaked inside the box prior to me opening it. I've tried to contact them 6 times by phone, once by email and numerous times on social media and they haven't replied at all. In total prob 15 times.

  

  Business response

  02/21/2024

  We received the first email from the customer on Thursday, December 14th, and we requested additional information at that time. The customer replied, we apologized for the experience and provided him with a $46 credit on December 20th.

  On12/20, we received 3 additional emails from the customer expressing his disappointment with the resolution and another email on 12/22 where he expressed his frustration on not being able to use the provided credit with the current promotion. We responded with an additional apology for his disappointment and further elaboration on our policy of replacing products that are defective. We also explained how the credit size was determined, which I provided you with in our previous response.

  Our response now is the same as it was before. The customer was provided with a $46 credit for the product that was missing and has redeemed the credit. We have not receive any additional correspondence from the customer.

  Please let me know if you have any questions.

  Thank you,

  *******************************| Manager, Customer Experience

  Customer response

  02/27/2024

   
  Complaint: 21101849
  
  I am rejecting this response because:
  I was given a phone number to reach Crescos customer service. I called for 3 weeks with no reply before email. I was randomly (not promptly) emailed with a 24 hr notice. After I reached out for 3 weeks they gave me 24 hrs to reply. Thats unfair to me and all customers 
  Sincerely,
  
  *************************

  

  Business response

  02/27/2024

  Hello, 

  In response to the customers rejection - 

  When the phone number from our packaging is called, a message is provided to the caller with instructions on following up on our website and submitting a ticket so the concern can be addressed.

  Once a ticket has been submitted and we have responded, if there is no response from the customer a reminder email is sent after 48 hours, to see if assistance is still required.

  I will provide the timeline of our correspondence with the customer below.

  
  1/3 - We received an email from the customer with a product concern.
  1/5 - We replied and requested images and packaging information.
  1/8 - The customer replied but did not provide the requested information.
  1/10-We responded with an additional request for the images and packaging information.
  1/14-The customer replied but did not provide the requested information.
  1/17- We responded with an additional request for the images and packaging information.
  1/21- The customer replied but did not provide the requested information. They finished their response with expletives.
  1/22- We responded with an acknowledgment of their feedback. There has been no further communication from the customer.

  Please let me know if you have any further questions. Thank you.

   

  Customer response

  02/28/2024

   
  Complaint: 21101849
  
  I am rejecting this response because:
  The manager of the dispensary gave me Cresco CUSTOMER SERVICE PHONE NUMBER. The instructions on the line was to leave my name and number. I did that for 3 WEEKS. Those were the instructions I was given by the dispensary and cresco. Anything I did after the 3 weeks I did myself out of frustration from being ignored. I reached out on social media numerous times also with no response. 

  I was ignored for 3 weeks then given 24 hrs to respond. Its bs. 

  Sincerely,
  
  *************************

  

  Business response

  02/29/2024

  Hello, 

  In response to the rejection - We recently transitioned into a new system. At the time that ****** initially contacted us, he may have been able to leave a message. With any product concerns, the customer was contacted and instructed to submit a ticket on our website. We cannot process any product concerns via a phone call. We request images via email so that we can properly document the product and share with our cultivation partners.

  When the customer submitted his ticket through the website, he still insisted on a phone call and he was provided with the explanation above. We requested via email that he provide us with the requested information three different times. 1/5, 1/10, and our last request was on 1/17.

  Below is the final response we received from the customer on 1/21.

  "Its been 2 months lmao. You're NO HELP AT ALL. Multimillion dollar company ripping off the elderly n hourly wage workers under the guise of medical products f*** you. "

  The customer referenced being given 24 hours to respond. There is an auto-responder that prompts the customer after 48 hours if they have not responded.

   

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunnyside's website it clearly states that there is a 25% discount on all High Supply products PLUS 20% off storewide. When I got to the store, they told me its 25% discount on High Supply products OR 20% off storewide on anything else. This is not what was advertised on the website. They refused to give me the discount advertised as they should have.

  

  Business response

  05/09/2023

  Hi *******, 

  Thank you for taking the time to share your concern with our team. Your feedback is greatly appreciated as we work to provide great offers and experiences for our customers visiting Sunnyside*. We're sorry to hear that we weren't able to meet your expectations during your last visit to the dispensary. 

  We encourage you to reach out to our team via sunnyside.shop/contact by submitting a general inquiry. Please be sure to include any information related to your order that was placed, and the receipt from your visit on that day. This will allow our team to make sure that all appropriate discounts were applied and explore alternative resolutions that we may be able to provide. 

  Don't hesitate to include any additional questions or concerns that you might have. We look forward to hearing from you soon.

  Thank you,
  Customer Care Leadership

• Initial Complaint

  04/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a gram of their Floracal ****************** Live Rosin on 4/2/2023 at Restore Dispensary in *****************, **. The purchase price was $56 after a 30% discount. The product has lost its potency. This product is sensitive to heat, and must be refrigerated. The product shows a packaged date of 10/19/2022. It's possible it wasn't properly stored at some point in the over 5 months since it was packaged. I've been a patient over 4 and a half years, and have had experience with degraded product in the past. I filled out the contact form on their website on 4/9/2023. I received a reply the same day saying "Thank you for your honest feedback and for reaching out. As you may know, experiences or "highs" may vary and cannot be guaranteed. Everyone's body and the endocannabinoid system are different which dictates how your body processes the product. Although THC can dictate some experiences, it truly can vary with the entourage effect. Although I cannot facilitate a return, our team will share your feedback with the appropriate teams."I'd like a partial refund or credit for another product, as I have more than half of the product left to return.

  

  Business response

  04/17/2023

  Hi *********, 
  
  We're sorry to hear that we were not able to meet your expectations with your inquiry, #******. 
  
  It is important to note that our teams typically will not offer instructions for a return based on effects or experiences that products offer patients. Moreover, our teams cannot facilitate the return of a product unless it has been deemed unsafe or defective per quality standards. Experiences can be affected by a number of factors, including but not limited to an individuals tolerance, device used to consume a product, or an individual's endocannabinoid system. 
  
  Your inquiry (#******), has been reopened by our team for additional review. You will be receiving an email from us shortly to explore alternative options if they are available. 
  
  Please be sure to continue to communicate with our ************* teams directly through that email thread. We look forward to working to find the most appropriate resolution soon. 
  
  Thank you,
  
  ************* Leadership

  Customer response

  04/17/2023

   
  Complaint: 19914850
  
  I am rejecting this response because:

  I have not heard from the company, and do not accept their response. The product is one that must be kept refrigerated at all times, or it can degrade quickly. Most likely it wasn't stored properly at sometime during the 6 months since it was packaged. If the product is degraded, and it were retested, the results would not match the numbers on the label, meaning it is "defective per quality standards." They're welcome to investigate and retest their product after I've returned it to them. I believe a partial refund equaling the amount returned is fair.
  
  Sincerely,
  
  *****************************

  

  Business response

  04/19/2023

  Hi *********, 

  We apologize for the delay.

  As mentioned previously, we were exploring alternative options when finding an appropriate resolution for you. You can find our response to your ticket, ******, below. Please let us know if you have any additional questions by responding to that email thread directly so that our teams can remain informed. 

  Have a nice day,

  Customer Care Leadership

  -----------

  Hi *********, 
  
  We appreciate your patience with our team. 
  
  As mentioned in our message on the Better Business Bureau, "effects" of a product can be determined by a number of factors and it is important to note that it is not solely dependent on potency. While it is possible that a small amount potency may have been lost since its first extraction, it is unlikely that it would be enough to effect your experience with the product after the product was packaged. We have worked with the dispensary to offer a one time replacement as a courtesy due to your concerns about handling and storage. Please understand that we typically do not offer an authorization for return for the type of concern described with your experience. 
  
  You can find the next steps you will need to take below;
  
  Please return to the dispensary with the following:
  The original receipt**
  The product and its original packaging w/patient label**
  This email readily available
  
  
  **The product, original packaging with your patient label intact, and your receipt must be present in order to process a return, exchange, or refund at dispensaries in your state. The product should be mostly if not entirely present. 
  
  The local dispensary team will be available to assist you with next steps once you return to the dispensary. Please let our team know if you have any additional questions or concerns.
  
  Warm regards,
  Customer Care Leadership 

  Customer response

  04/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  I received a refund.

  Sincerely,
  
  *****************************

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Manager and HR department failed to relay the correct information about sick time and point system. Will send you home when youre sick, but when call out sick you get consequences. Not a fair termination

  

  Business response

  12/23/2022

  *********, 

  We appreciate you taking the time to share your feedback. We highly recommend filing a submission to our third-party hotline provider, EthicsPoint, which will prompt an investigation of your termination. Their teams will be the most appropriate party to support this type of inquiry or concern. You can learn more about Ethics Point by visiting our website, *******************************************************************, or by calling toll-free, within *****************, ****, *********** and ******: ************. After you complete your report you will be assigned a unique code called a "report key." Write down your report key and password and keep them in a safe place. After 5-6 business days, use your report key and password to check your report for feedback or questions.

  Please let us know if you have any additional questions or concerns that we might be able to assist with. 

  Thank you,

  Customer Care Leadership

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩