Complaints

• Initial Complaint

  05/09/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  KCR advertised several items on their site at discounted sales prices. I added my medication to my cart and the total was $135. I received a text message confirming the order at that price. I received another text messaging confirming the order was ready for pickup. I placed the order at 9am on 5.8.2023. When I went around 1pm on the same day, they told me my total was $750!! False advertising and misleading, price gouging on medication. I couldnt afford all of my medication at that price and out of 8 items ordered, I could only pay for 3, for a total of $209 dollars, still more than I was quoted and confirmed for by the store. I want the remainder of what I ordered at the price that was advertised and I want what I paid for to be adjusted and discounted to the prices the store confirmed before I got there

  Business response

  05/18/2023

  The patient who filed the complaint placed an order on 5/9/23 at 8:33AM.
  On this day our 3rd party Ecommerce Site experienced a short-term issue that impacted our promotions and sales. No funds are collected/processed when patients order through ***********, that order just places those items on hold, payment occurs in-store only. ALL patient customer orders placed on 5/9/23 from 3AM 930AM were impacted. As a result of this ALL patient orders placed via *********** were cancelled. Patients were notified through *********** messaging that their order was cancelled. We also informed patients in-store who were impacted and were able to provide most with a mutually agreeable resolution.
  
  All Week Promotions Discounts Do Not Stack
  30% Off Kind Tree and Ilera  (Excludes **** Tree Concentrates)
  Buy 4 for $120 **** Tree Concentrates
  25% Off Organic Remedies
  Buy One Get One For 50%  Cookies and Gage
  
  Tuesday 5/9 Specific Discounts Do Not Stack
  20% Off ****** Troches
  1906 5mg Tins 2 for $20 & 1906 30mg Tins 2 for $45 (Excludes RSO Boost+)
  The ecommerce issue that occurred involved the promotion 1906 30mg Tins 2 for $45. This item sold out prior to 8:30AM. Typically, if an item sells out, the promotion will automatically end. However, in this case the promotion did not end and due to the promotion not having an item to promote, it applied this discount to people who ordered ANY product in intervals of (2) for a cost of $45, despite cost. In this case, she had items in her cart that were up to 6 times the price of the product involved in the promotion.

  Customer response

  05/19/2023

   
  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.  While my order was NOT cancelled and I was NOT notified until I arrived at the location, their resolution is satisfactory under the condition I may use it any of their locations within pa and not have to return to the bethlehem location. 
  thank you kindly for your response to this matter.
  
  Regards,
  
  *****************************
  
  

• Initial Complaint

  06/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased a ****** Vape Cartridge durable medical device on 12/17/2021 for $90. Did not use the product till May 2022 since I had existing prior stock. Used product about 10 times and the plug fell out of the bottom of the cartridge and the device stopped working. Call Keystone and they told me to contact the manufacturer ****** in Chicago, since this was a very common defect. issue. Sent product info with photos showing defective item, original packaging and bar coding with receipt. Cresco said they can not help me with a refund.Called Keystone on 6.09.2022 and spoke with manager Kailee. She said they would give a $15 store credit for the $90 defective item.This is unacceptable for a durable medical device and I am requesting a $75 store credit.Thank you for your time and consideration.

*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. ↩