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

  Chicago, IL 60654-6911

• 

  Sunnyside Cannabis Dispensary - Fall River

  1 West St Fall River, MA 02720-1336

• 

  Sunnyside Dispensary

  201 Pillow St Butler, PA 16001-5621

• 

  Cresco Labs

  505 NE 125th St North Miami, FL 33161-4718

• 

  Sunnyside Medical Cannabis Dispensary - Fern Park

  134 Fernwood Blvd Fern Park, FL 32730-2108

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:02/02/2025

  Type:Customer Service 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.

  My problem is it go buy weed and the seals are broke and it's open in the corner so means one of your employees are stealing and I don't think it's ok to take advantage of people. 

  Business Response

  Date: 02/07/2025

  Hello, 

  Thanks for bringing this to our attention. We were unable to locate any communication from this customer regarding this issue. 

  Our products are under 24/7 surveillance from seed-to-sale, and we can confidently speak to the product not being tampered with by employees.

  After reviewing the purchase in reference; Supply Indica Popcorn 5.66g - Bio *****, we have good news. This should not affect the quality of the product that's inside the container. These seals were added to preserve as much of the product quality from cultivation as possible. The child-resistant feature of the lid can be known to apply enough force to loosen and lift the induction seal upon opening.
  
  Our quality and engineering teams are always looking for new ways to improve our packaging for the best experience possible. There is no concern for the quality or safety of the product you received.

  Please let us know if there are any further questions.

  Thank you.

  Customer Answer

  Date: 02/07/2025

  it's been going on for a long time now funny how the outside seals are cut u sat what u want u need to be looked at then the under the lid seal is up in one spot and it's always a little short who do u think ir fooling ?? *** about the weed maybe the whole store needs to be looked into if they cant be trusted sorry but not sorry s*** is expensive as is let alo e being taken advantage of too i would believe u if all the outside seals wasnt cut too if its not them then its you lol Complaint: 22890263
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 02/10/2025

  Hello, 

  Again, we are confident the product is not being tampered with, as they are under 24/7 surveillance from seed-to-sale. We recommend reviewing your products with the Wellness Advisor before finalizing your purchase.

  We are happy to review any product you are concerned with. Please fill out the returns and exchanges form found here on our website. This will better allow our team to review and address this issue with haste. Please be sure to attach any photos or additional information we may need to know so that we can better assist. 

  Thank you,

  Customer Answer

  Date: 02/10/2025

  and again like I said it didn't peel off it was cut s*** has been going on since u guys started like i said u guys charge out the a** then take advantage of people just because u say u don't do it don't mean ur not in on it I wonder what they would find looking at ur tapes but hey I don't care I dont buy off you u should ask around everyone knows what u do in town ur workers tell everyone  but u have a good one ?? Complaint: 22890263
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:01/22/2025

  Type:Product 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.

  On Nov 7, I made a purchase through Sunnyside Medical Cannabis Dispensary - Tampa using CanPay Debit. I was charged twice for the same transaction. One payment was successfully received by the third-party app, but it is unclear where the second payment went. Despite this, the third-party app continues to bill my account, claiming I still owe them for the second payment.I have contacted both the merchant and the third-party app multiple times to resolve this issue, but neither party has provided clarity or a resolution. The merchant has not confirmed whether they received both payments, and the third-party app has not adjusted my account or stopped billing me.This unresolved situation has caused me financial stress, as I have been charged twice and am still being pursued for a payment I do not owe.Desired Outcome:1.Confirmation from the merchant and/or third-party app of where the second payment went.2.A refund for the duplicate charge if received by the merchant or third-party app.3.The third-party app to stop billing my account for the second payment.I have attached supporting documentation, including receipts and communication logs, for review. I hope this issue can be resolved promptly.Let me know if youd like any changes or additions!

  Business Response

  Date: 02/07/2025

  Hello, 

  Thanks for bringing this to our attention.

  We spoke with this patient on Saturday, 01/18/2025 and issued a $122 credit for the double charge.

  After reviewing the patient's profile, we found that they have used $110.25 of the credit and have $11.75 remaining.

  In regard to the desired outcome, we have fulfilled what we have the ability to control. We do not have any jurisdiction over the third party app.

  Please let us know if you have any questions.

  Thank you.

   

   

  Customer Answer

  Date: 02/12/2025

   
  Complaint: 22842391
  

  Dear BBB Representative,

  
  I am rejecting the business's response because it does not accurately address my concerns. The response from Cresco Labs, LLC contains false information and ignores all questions asked previously. 

  1. No Credit Was Issued for the Double Charge: The company claims they issued a $122 credit for the double charge, but I never received this credit. If they would like to issue me a proper credit for the double charge, I will be happy to accept it. PLEASE ISSUE THE CREDIT TO CANPAY

  2. The Waived Fee on 1/18/2025 Is a Separate Issue: The waiver of my purchase fee on 1/18/2025 was due to my inability to process a payment via CANPAY at that time. This waiver was unrelated to the double charge issue and does not resolve my complaint.

  3. Cresco Labs Needs to Resolve the Issue with CANPAY: CANPAY is Cresco Labs third-party payment processing app, not a service I electively use. Because Cresco Labs payment processing error resulted in my account being double charged, I am still unable to use CANPAY. My CANPAY account is locked and I am unable to purchase MY MEDICATION from other companies since NOVEMBER 2024. This issue remains unresolved, and it is Cresco Labs' responsibility to work with CANPAY to restore my ability to process payments through their system.

  4. The Issue with CANPAY Remains Unresolved: Because of Cresco Labs' double charge, I am still unable to use CANPAY. I expect them to take responsibility for resolving this issue, as their payment processing error has directly impacted my ability to use this service. ISSUE A CREDIT TO CANPAY TO RESOLVE THE ISSUE

  
  To fully resolve this matter, Cresco Labs needs to:
  Issue a proper credit TO CANPAY for the $122 double charge. I as the consumer should not be responsible for your company's mistakes to CANPAY
  
  Address and resolve the issue preventing me from using CANPAY.

  
  I appreciate the BBB's assistance in ensuring this matter is properly addressed.

   

  
  Sincerely,

  
  *. ****

  Business Response

  Date: 02/17/2025

  Hello,
  
  Please find attached the delivery manifest and receipt for the patients order on January 18th.

  As part of our delivery process, we call the patient in the morning to confirm their payment method. While we offer three payment methods in-store, for delivery orders, we only accept CANPAY and cash. The patient confirmed prior to the delivery team leaving that morning they would be using CANPAY as their payment method.

  We were unable to process the order on our end due to CANPAY indicating that the patient owed Sunnyside $122 from a prior double charge.

  We contacted CANPAY support on January 18th to address the issue, and I will attach the conversation with their team for reference.

  The $122 is not a waived fee, but rather a credit owed to the patient for the original overcharge. The total for the January 18th order was $110.75, so we applied the $122 credit from the previous double charge to ensure the patient was able to receive their medication.

  Initially, we had planned to return the order to the store and cancel the delivery until we could resolve the payment issue with CANPAY,

  Please let me know if you need any extra clarification.

  Thank you,

  
  
  

  
  

  Customer Answer

  Date: 02/17/2025

   
  Complaint: 22842391
  
  I am rejecting this response because:
  I actually read the CANPAY Support response attachment. Sunnyside has failed to take responsibility for the double charge on November 7th and failed to resolve the issue using CANPAY's recommendation, which led to my CANPAY account being locked. I was never offered nor received a cash refund to pay CANPAY back, despite CANPAY-Support's suggestion that Sunnyside issue me a cash refund. Instead, I was only offered a credit for my January 18th purchase, which does nothing to resolve the original issue.
  Sunnysides negligence has placed the burden of repayment on me, the consumer, when this was Sunnysides mistake to correct. I should not be responsible for repaying CANPAY when Sunnyside failed to issue a cash refund in the first place. Sunnyside must pay CANPAY directly to resolve this. GIVE THE CASH REFUND THAT WAS SUGGESTED BY CANPAY TO CANPAY
  Please confirm that this matter will be corrected immediately.
  
  On November 7th, I placed an order and paid via CANPAY, but I was double-charged. I placed another order on November 14th, again using CANPAY with no issue. I was never offered any credit or refund from Sunnyside for the double-charge from November 7th when I made the new purchase on November 14.
  When I attempted to place an order on January 18th, my CANPAY account was locked due to an outstanding balancea balance that exists only because Sunnyside failed to correct the double charge from November. I received a credit to cover my purchase on January 18. This was a completely separate incident that should have never happened. 
  Sunnyside you are telling lies. If what you are saying is true, why was the consumer not offered the credit that applied to the NOVEMBER 14 order, nor offered a credit to the account in December, nor offered a credit to the account in January 1-17. AGAIN your company is lying.
  
  In Sunnyside's conversation with CANPAY support, I can clearly read Canpay suggested that Sunnyside offer me a cash refund to pay back CANPAY. However, I was never offered nor did I receive such a refund. Instead, on January 18th, Sunnyside only offered a credit to cover the new purchase that day a completely new issuenot the double charge from November 7.
  The issue is clear:
  - I was double-charged on November 7th, and Sunnyside failed to correct it.
  - My CANPAY account was locked because of Sunnysides mistake, not mine.
  - I was never refunded or given the means to resolve this with CANPAY myself.

  
  Now, Sunnyside expects me, the consumer, to fix an error that I did not cause.
  This is Sunnysides responsibility, not mine. The consumer should not be held liable for repaying a debt caused by Sunnysides own failure to issue a cash refund months ago IN NOVEMBER. I need Sunnyside to pay CANPAY directly to correct this mistake.
  Please confirm that this will be resolved immediately.

  
  Thank you,
  J. Rose 

  
  

• Initial Complaint

  Date:01/07/2025

  Type:Product 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.

  My name is ******* and i have been shopping exclusively at Sunnyside dispensaries at ********************************************* for the past four years. Typically, have positive experiences with the exception of Monday January 6 at 4:30pm. I purchased a gram of concentrate and a 500mg vape. While checking out with my order i inquired about an electric dabber. The employee recommended the little dabber spoke very highly of it and to be honest sold me on this product. I went selected the little dabber over the counter for ***** total with tax. Not 25 mins later when i opened my little dabber to find out that not only is it a terrible product, but the coil doesn't work and overall a faulty device that does not produce results. I called and inquired about a return I spoke with the manager of the Sunnyside location and he informed me that they do not take returns even for broke items. They gave the number to the manufacture and they states that they didn't sell the device therefore are not responsible. I am completely outraged over being swindled into purchasing a broke product with no recourse. They have no signs displayed anywhere in view at Sunnyside Dispensary stating that products you sell and make money on are non refundable regardless of damages or quality. At least this way people would realize they are being ripped off and at least know up front. This is the worst business model i have ever seen you sell broke items and refuse to offer a refund or an replacement. I am requesting immediate action into this. I spend a lot of money at this store and the fact that no one at the stores location really cared or offered solutions. I am extremely frustrated over this and frankly i feel cheated. 

  Customer Answer

  Date: 01/07/2025

  I did not receive a receipt bc i got it from sunny side dispensary and they dont give receipts but its moot anyhow bc once your purchase you can not return for any reason.  Furthermore more purchase order history should be easily attainable. 

  Business Response

  Date: 01/08/2025

  Hello, 

  Thanks for bringing this to our attention. 

  A member of the leadership team connected with the consumer and explained the return policy for non-medicated products. However, with them not receiving the best response from the manufacturer, we will be working with our buyer to offer a credit or discount on their next visit, in lieu of a refund. The consumer was satisfied with the call and the proposed resolution.

  Thank you.

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22777842
  
  I am rejecting this response because: it clearly states the stores return policy. A return can be made on a defective product. They sold me a defective product i want the 58 dollars i spent back not 10 dollars. Or i want a retun and yiy can write it off
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 01/16/2025

  Hello, 

  Thank you for the message. I am sorry for any confusion. 

  Our policy for the return of defective products apply to only cannabis products. This was a non-cannabis product and state regulations prevent us from accepting it as a return or exchange.

  Outside of the resolution that was previously acceptable by the shopper, any further resolution would have to be provided from the manufacturer. 

  Please let us know if there are any further questions.

  Thank you.

• Initial Complaint

  Date:12/20/2024

  Type:Sales and Advertising 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.

  Since the beginning of the year Cresco has been selling a marijuana product called Rso. In there labeling they states its .5 ml of product available but all their syringes start at .4ml. They do not have any quality control. Charge me for the .5ml which is stealing from me bc Ive never got a syringe that matched the contents of the packaging. Its false labeling. *** reached out monthly to Cresco. No response. Their products are still short and mislabeled.  

  Business Response

  Date: 12/30/2024

  Hello, 

  Thanks for bringing this to our attention. I am more than happy to help explain what you're seeing. Our RSO syringes are filled by weight and not by volume. This is done by using regularly calibrated equipment at our facilities to deliver the exact amount of cannabinoids listed on the packaging.
  
  The equipment we use is subject to frequent quality checks to confirm consistency between fills. This means that each RSO syringe is filled to deliver the exact amount of cannabinoids listed on the packaging by weight (milligrams), and not by volume (milliliters). This explains why the syringe appears "short" if it is not filled to the exact marking on the metered syringe. The markings are on the syringe solely to help support patients who may be interested in specific doses of RSO based on their experience with the product.

  Please let us know if there are any further questions.

  Thank you.

• Initial Complaint

  Date:11/01/2024

  Type:Product 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 went to this business looking to recreationally buy 14g of "High Supply" popcorn flower. It cost $91.35 after taxes/fees. When I returned to where I was staying I opened the container to find roughly 4.8g of flower. There's no real recourse for this because you cannot bring product back into a dispensary and no way of validating the amount they actually gave me. However, I've found through web searches that this is not uncommon for this company or this type of product.

  Business Response

  Date: 12/11/2024

  
  Hello, 
  
  Thanks for bringing this to our attention. I'm sorry for any confusion or frustration this may have caused.

  We do have a return policy. Our return policy allows us to provide a resolution for mechanically defective or shorted products within 30 days of purchase. Our process involves a customer submitting a ticket through our website  - ***********************************************. We use images submitted by the customer to validate the claim and provide authorization to return to the dispensary. 

  In this case, we would request images of the product on a tared scale. Since the customer placed an online order, the product details can be gathered from there.
  
  Unfortunately, I was not able to locate any communication or ticket submissions from the customer regarding this claim. 

  Please let me know if you have any further questions.

  Thank you!

• Initial Complaint

  Date:10/12/2024

  Type:Sales and Advertising 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.

  On October 12th they practiced text book bait and switch. They websites advertise half off your first 3 purchases with the use of a promo code. It was my second purchase and the website accepted the promo code.Once I got to the register they said the promo code could only be applied to "house brands" ie; their merchandise and none of my products qualified, despite not being stated anywhere and the website generating a false receipt. I was either expected to pay double or buy their brand of products on the spot.

  Business Response

  Date: 12/10/2024

  Hello,

  Thanks for bringing this to our attention. 

  After review, we sincerely apologize for the error with this promotion.

  The customer is correct and we do not have a disclaimer on our website that states you must purchase a product from the Cresco House of Brands. 

  Please let us know if you have any additional questions. 

  Thank you.

   

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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 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

  Date: 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

  Date:08/09/2024

  Type:Product 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 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

  Date: 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

  Date:06/15/2024

  Type:Service or Repair 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 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

  Date: 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

  Date:05/06/2024

  Type:Sales and Advertising 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.

  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

  Date: 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.