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Business Profile

Skin Care

Crown Laboratories, Inc
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:09/03/2024

    Type:Product Issues
    Status:
    Resolved
    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 contacted Crown Laboratories in late June 2024 (shortly before or on 6/27/24) about 10 bottles of their Sarna Sensitive Skin product that I had purchased. Sarna had recently undergone a formula change and a packaging change. All 10 bottles that I purchased were non-functioning. Each and every pump in the bottle would not dispense product. As time went on, I had to manually shake product out of the bottles, and when I couldn’t do that any longer, I had to start cutting them open as to be able to use all lotion. Prior to cutting bottles open, I contacted the company with my frustrations. I was asked to provide photos or proof of purchase. I sent photos. I was contacted again and asked to provide proof of purchase, and again, I did. The only thing that I was offered was a refund for two bottles, but I had purchased 10 bottles, and wanted a refund on those bottles. I was told that my case would be escalated to upper management for a decision on how to proceed. I had originally purchased the products on Amazon but because Crown Laboratories took so long to respond (and still has not resolved my issue), the return window with Amazon expired. I am contacting BBB because after 2 full months, and talking via email and phone with at least 3 different reps, I still have no resolution. I was told by multiple reps that they were still waiting to hear from “higher ups” if they could process a refund.
    The photos of both the product and my receipt have already been shared with the company so I won’t upload them again. I’ve kept every bottle that I’ve used, including the ones that I had to cut open. I have used Sarna lotion for over 10 years without incident until this new packaging was paired with a thicker lotion.
    I would like to be recognized for the loyal customer that I have been (obviously I buy in bulk), and have Sarna refund my money in good faith.

    The case number is #390552

    Business Response

    Date: 09/05/2024

    We apologize for your
    inconvenience, both for the faulty pumps and the poor response to your
    concerns.  Your experience is not consistent with our commitment to
    providing outstanding products and service to the consumers that entrust us with their skin health.  A leader from our Customer
    Care team will be in contact soon to resolve the matter, providing the
    requested refund and our most sincere apologies.  Thank you for your brand
    loyalty, and we hope that Sarna will continue to be your choice in the
    future.   

    Customer Answer

    Date: 09/05/2024



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 22223310, and find that this resolution is satisfactory to me.




    Sincerely,



    ****** ******

  • Initial Complaint

    Date:04/30/2024

    Type:Product Issues
    Status:
    Answered
    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.
    New packaging, holes so large powder pours out full force onto surrounding areas.
    Cancer remission and heart problems this new packaging has powder going everywhere except where I want it to.
    The powder product is not problem.The new improved 2.5 Zeasorb excess moisture container wastes this powder..
    Coughing from powder dust, is huge concern.
    I bought three new improved of your product with these huge holes for pouring and can not use due to powder dust and keep wasting product to sweep it from floor!

    Business Response

    Date: 05/02/2024

    We apologize for the inconvenience.  To better assist with application, we recommend the following:

    1. Lightly tap the lid prior to opening to push down any
    product that may have settled in the lid.
    2. When applying, slightly tilt the bottle and gently tap
    the product on to the affected area. This will allow more control of the
    flow of the powder. 

Crown Laboratories, Inc is BBB Accredited.

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