Complaints

This profile includes complaints for Cresco Labs, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Cresco Labs, LLC has 82 locations, listed below.

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  Cresco Labs, LLC

  Chicago, IL 60654-6911

• 

  Sunnyside Recreational and Medical Marijuana Dispensary

  1546 W Church St Newark, OH 43055-1532

• 

  Sunnyside Cannabis Dispensary - Fall River

  1 West St Fall River, MA 02720-1336

• 

  Sunnyside Dispensary

  201 Pillow St Butler, PA 16001-5621

• 

  Cresco Labs, LLC

  369 Lynch Dr (VERMILION) Danville, IL 61834

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/26/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased medical marijuana from Sunnyside dispensary in ********** on ***********, when I arrived home I did not right away open my order as I was relaxing and getting ready for my evening after a long day of work when I finally do open up my order I have an empty container they sold me a 1 g empty container with no product in it

  Business Response

  Date: 08/31/2022

  Hello *******, 
  
  Thank you for taking the time to reach out to our team to share your experience. I am sorry to hear that what you received did not contain the product in the container. I apologize for any inconvenience or frustration that you may have experienced as a result of your last visit to the dispensary.
  
  As you may know, our teams are not responsible for packing any marijuana products prior to their arrival to the dispensary. This is why you will find a tamper seal on any packaging for product dispensed at Sunnyside* or other dispensaries that are a part of the ************ Medical Marijuana Program. This seal is to ensure product integrity from when the product leaves manufacturing facility to the time of dispensation to a patient. While it is unfortunate that you did not receive the product, we typically will direct patients to contact the cultivator or manufacturer listed on the packaging for the product as their teams are best equipped to facilitate a replacement with our partnership. Our teams are happy to help guide you to the most appropriate channels for finding a resolution if you would like to return to the dispensary at your earliest convenience. Please know that we may not be able to accept the product or issue a replacement without prior confirmation from the cultivator or manufacturer prior to your arrival.
  
  I encourage you to reach out to our team directly via https://www.sunnyside.shop/contact so that we can review your inquiry directly if you have any additional questions or concerns with this process. Our teams are ready to help however we can! 

  Please don't hesitate to reach out if you have any additional questions by visiting the website above at your earliest convenience. 

  Warm regards,

  ******

• Initial Complaint

  Date:07/12/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 2, 2022 company advertised a discount sale that was not honored and illegal. The ***** percent discount for purchasing 3 or 4 items would exceed the state limit of quantity sold per day. The company has communicated "Unfortunately, there are some limitations with our websites functionality at this time that we will review internally." Since April until as recent as June 13, 2022 company has advertised several different times illegal advertisements. Pictures attached. Company without notice dissolved their loyalty rewards program. Their response, "Unfortunately, our Loyalty Rewards needed to be discontinued abruptly, so much of the data and information were lost during the process." Their computer system contained all information on dollar amount earned. The company has not honored its commitment. The below two paragraphs I believe need to be applied to the companies accountability.The Consumer Protection Act (CPA) says that loyalty credits or awards are a legal medium of exchange (like cash) when suppliers offer it as consideration for: any goods or services offered; or transaction contemplated,This means that loyalty credits or rewards are just as valuable as cash. A loyalty programmer customer or account number also falls within the definition of an account number under theProtection of Personal Information Act(POPI Act)).Thank you for your attention. Please let me know if any further information or clarification is needed.

  Business Response

  Date: 07/20/2022

  Hello *****, 

  I am sorry to hear that our previous communication *** not have met your expectations. I can assure you that our teams work diligently to follow local and state regulations regarding the sale of cannabis when developing promotions that are made available to customers. Unfortunately, the error that you encountered on our website did not limit the amount that you could add to your cart at the time you were placing your order. Thankfully, the excess of product was resolved at the dispensary where the transaction takes place since there is no exchange of funds when placing orders on our website. The process of placing orders for pick-up to then complete your purchase at the dispensary is designed specifically to follow regulations surrounding the sale of cannabis in the state of ********.  

  As mentioned in our previous communication, our teams are more than happy to provide compensation in the form of a credit if you are able to show any information related to points that *** have been accrued overtime. Alternatively, you are welcome to suggest an amount that *** have been available in your balance prior to the end of our Loyalty Rewards Program in August of 2020. 

  We encourage you to reach out to our teams via Sunnyside.shop/contact as you've done in the past if you have additional questions or concerns that we might be able to asssit you with. 

  Warm regards,

  Sunnyside* Leadership

  Customer Answer

  Date: 07/25/2022

   
  Complaint: 17558691
  
  I am rejecting this response because:

  Complaint Details
  On April 2, 2022 company advertised a discount sale that was not honored and illegal. The ***** percent discount for purchasing 3 or 4 items would exceed the state limit of quantity sold per day. The company has communicated "Unfortunately, there are some limitations with our websites functionality at this time that we will review internally." Since April until as recent as June 13, 2022 company has advertised several different times illegal advertisements. Pictures attached. Company without notice dissolved their loyalty rewards program. Their response, "Unfortunately,our Loyalty Rewards needed to be discontinued abruptly, so much of the data and information were lost during the process." Their computer system contained all information on dollar amount earned.The company has not honored its commitment. The below two paragraphs I believe need to be applied to the companies accountability. The Consumer Protection Act (CPA) says that loyalty credits or awards are a legal medium of exchange (like cash) when suppliers offer it as consideration for: any goods or services offered; or transaction contemplated, This means that loyalty credits or rewards are just as valuable as cash. A loyalty programmer customer or account number also falls within the definition of an account number under the Protection of Personal Information Act (POPI Act)). Thank you for your attention. Please let me know if any further information or clarification is needed
  
  
  Desired Settlement: Money I earned in the company's rewards program that the company has kept. ; Modification/discontinuance of an advertised claim; Documentation that the Protection of Personal Information Act was not violated.
  Sunnyside response:
  Hello *****, 
  I am sorry to hear that our previous communication *** not have met your expectations. I can assure you that our teams work diligently to follow local and state regulations regarding the sale of cannabis when developing promotions that are made available to customers.Unfortunately, the error that you encountered on our website did not limit the amount that you could add to your cart at the time you were placing your order. Thankfully, the excess of product was resolved at the dispensary where the transaction takes place since there is no exchange of funds when placing orders on our website. The process of placing orders for pick-up to then complete your purchase at the dispensary is designed specifically to follow regulations surrounding the sale of cannabis in the state of ********.  
  As mentioned in our previous communication, our teams are more than happy to provide compensation in the form of a credit if you are able to show any information related to points that *** have been accrued overtime. Alternatively, you are welcome to suggest an amount that *** have been available in your balance prior to the end of our Loyalty Rewards Program in August of 2020. 
  We encourage you to reach out to our teams via Sunnyside.shop/contact as you've done in the past if you have additional questions or concerns that we might be able to asssit you with. 
  Warm regards,
  Sunnyside*Leadership
  
  
  
  
  
  
  None of the issues have been adequately addressed.
  The company as of today still advertises false and misleading promotions. See attachments: According to Sunnyside this is acceptable because Thankfully,the excess of product was resolved at the dispensary where the transaction takes place since there is no exchange of funds when placing orders on our website. The process of placing orders for pick-up to then complete your purchase at the dispensary is designed specifically to follow regulations surrounding the sale of cannabis in the state of ********.  This is a false statement.Following regulations surrounding cannibis includes advertising without false or misleading information. Attached email chain including the advertising regulations pertaining to cannibis.
  
  Loyalty rewards discontinued due to computer issue. Information was lost. In order to understand the scope of the situation information is needed.
  What was the extent of information lost? Where did it go? Was any attempt made to secure information or retrieve it?. Was any regulatory or law enforcement agency notified? How did it happen?.Were your customers notified? Was any attempt made to compensate costumers? Is there any information in Sunnysides position to verify Loyalty Rewards earned?
  
  
  
  
  
  
  Thank you for your attention.
  
  
  

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

  Business Response

  Date: 08/12/2022

  Hello *****,? 
  
  We apologize for the delay in our response. Our teams have been reviewing within our channels to better understand how we can provide the most appropriate next steps for your concerns.   
  
  As a part of this review, we can confirm that promotions are not falsely advertised on our website. With most, if not all our promotions, items are a part of a mix and match deal where products from different categories are eligible for a ************** discount that can be applied to your order. Most importantly, our promotions are required to meet specific criteria to remain compliant with state regulations, including limitations on the amount of product that an individual *** purchase.  
  
  Regarding our cancelled Loyalty Rewards Program, as mentioned in our previous communication, our teams can provide compensation in the form of a credit if you can show any information related to points that *** have been accrued overtime. If you are unable to locate any old receipts, you are welcome to suggest an amount that *** have been available in your balance prior to the end of our Loyalty Rewards Program in the summer of 2020.? 
  
  We encourage you to reach out to our teams *************************************** so that we can address your concerns and provide a resolution through the appropriate channels.   
  
  Warm regards, 
  Sunnyside* Leadership 
  

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17558691
  
  I am rejecting this response because:

   

  Cresco has not compensated for damages resulting from there actions including:
  
  
  
  Loyalty rewards points earned until program ended $245.00.
  

  Loyalty rewards points I thought I was earning until April 2022 $250.00. Did business with company based on promotion of rewards program without notice of discontinued plan.
  

  False advertising rejected savings $145.00. (Reference attached picture as example)

  On three occasions I had ordered items based on advertised sale. The advertised promotion was: Buy 4 items and receive 20% off.Regular price $653.96. 20% off advertised savings $130.79. When you go to pick up order, that was excepted and confirmed by Cresco, you are denied that advertised special. The reason is because of state law which the advertisement contradicts. If you discuss exhaustively Cresco allows 20% off of the state law allowable amount. In this example $65.39 would be the savings.
  To compensate for their false and misleading advertised sale Cresco could of offered to allow the customer to purchase at another time (over the next week) the remaining amount of product for the advertised sale price. This would allow the company to be compliant with the state law and honor its advertised sale. Although I offered this as a reasonable solution, all three times I was denied without explanation.
  

  Cresco considers allowing you to save half of what it advertised as fair and except-able.
  

  As of today no communication regarding extent of information lost in computer system including any records of rewards points. I have outlined in several communications my concerns and have had no answers.
  
  
  

  
  
  Sincerely,
  
  David 

  Business Response

  Date: 08/26/2022

  Hello *****,
  
  Thank you for your patience while our teams reviewed your response. We appreciate the opportunity to provide an appropriate solution to you. You can find more information about your inquiry below.
  
  As mentioned in a previous email, our teams will always offer the best pricing available to customers at the time that they arrive to the dispensary. Some offerings include mix and match deals in which products of different categories and weights can be combined to meet the criteria of that deal. Ultimately, we cannot break regulations mandated by the state surrounding purchase limits of products. Information about possession limits in the state of ******** can be found by visiting the state resource here.
  
  Upon additional review internally, we can meet your request by providing compensation in good faith of $500 in the form of either in store credit(s), or a **** gift card that can be used at your discretion let us know which you would prefer. As a matter of policy, we require customer compensation in this amount to be accompanied by a release of liability before it can be issued. You will receive an email with instructions for signature via DocuSign to your email address ************************** You may also review this same document via the attached file to this message.  
  
  Our teams are prepared to work towards this resolution and encourage you to continue communication through our direct channels via Sunnyside.shop/contact. Please let us know if you have any additional questions that we may be able to respond by submitting an inquiry via those channels, or by replying to this inquiry directly.
  
  We look forward to hearing from you soon.
  
  Warm regards,
  Customer Care Leadership

  Customer Answer

  Date: 08/31/2022

   
  Complaint: 17558691
  
  I am rejecting this response because:
  
  

  The release of liability has two areas of concern.

  The first is section 1 in the release covering 2021 and 2022 Changing too 2021 and September 1, 2022 would be agreeable.

  The release covers all claims. I would want to exclude any claim that could arrive from personal information misuse. If the release is to encompass everything then I would agree based on one thousand dollars in consideration.

  The release mentions consideration in the form of a credit and the written response to the BBB mentions **** gift card. I would prefer the gift card.  

  Sincerely,
  
  **********;

  Customer Answer

  Date: 09/23/2022

   
  Complaint: 17558691
  
  I am rejecting this response because:
  Complaint: 17558691
  
  I am rejecting this response because:
  
  

  The release of liability has two areas of concern.

  The first is section 1 in the release covering 2021 and 2022 Changing too 2021 and September 1, 2022 would be agreeable.

  The release covers all claims. I would want to exclude any claim that could arrive from personal information misuse. If the release is to encompass everything then I would agree based on one thousand dollars in consideration.

  The release mentions consideration in the form of a credit and the written response to the BBB mentions **** gift card. I would prefer the gift card.  

  Sincerely,
  
  **********;
  Sincerely,
  
  *******************

  Business Response

  Date: 10/07/2022

  Hi *****, 

  Thank you for taking the time to work with our teams directly through our ************* channels. I am glad that we were able to find an appropriate resolution to agree upon. You can find the final message that was sent from our team below; 

  ----

  Hi *****, 
  
  Thank you for your patience. 
  
  I appreciate your time and effort working with our teams to resolve this with you. The two **** e-gift cards, one (1) for $500, and one (1) for $250 have been submitted for processing to be delivered to your email address, ************************ These may take anywhere from up to 24 hours to deliver to your inbox. Please know that this will be delivered from **** Vanilla Gift and not from from Cresco Labs or Sunnyside*. 
  
  I've also attached a copy of your signed agreement that was completed on 10/04/2022 as a PDF for your records and review. Shortly, you will receive a message through the Better Business Bureau to confirm this information. Do not hesitate to reach out if you have additional questions that our teams might be able to assist you with. Our teams are happy to help. 
  
  Warm regards,
  ******

  -------

  Please don't hesitate to reach out if you have additional questions or concerns that we might be able to assist with. 

   

  Warm regards,

  ******