Complaints

• Initial Complaint

  11/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my skis back in March 2024. After seeing the new season with a new color, I reached out to my Curator asking if I can do an exchange because I do like the new color more. And my skis are in brand new condition, even the packing plastics around the skis are still there. The team agreed, so I started my return process: I took pictures, and uploaded to the client services, and they issued me the refund label. Since then, there were so many delays and miscommunications. And the process is frustrating. At the beginning, they said they will give me the refund to my credit card once the warehouse receives the return, then they changed to say, it will take 7 business days to process, and I will get the store credits instead of refund. I thought it was OK because I had plenty of time so that I can reorder by using the store credit. However, it was delivered to the warehouse on October 25th, until today, I still haven't heard anything, even I followed more than 10 times, it's been almost 3 weeks. I had to cancel my ski trip because I don't have my skis yet, and the client service also knew this, they are still unable to process. No matter how I communicate, they will just say please rest assured, it's being processed. I no longer need my skis, please do the refund.

  

  Business response

  12/12/2024

  Greetings!
  
  Thank you for bringing your concerns to our attention, ******. We value the opportunity to address your feedback and work toward a resolution.
  
  First, we're very sorry for the inconvenience you experienced regarding the timeliness of this response and the long process of getting you refunded. At Curated, we strive to provide exceptional service, and Im sorry to hear that we fell short in this instance.
  
  To address your concern:
  
  We have reviewed your account thoroughly and see that your return was indeed sent to us. That being said, we have moved forward to refund you the full amount to your original payment method as of December 12.
  
  This delay was due to unforeseen circumstances with the validation of returns last month. Weve since implemented measures to streamline the process and prevent similar delays in the future.
  
  If you have any additional questions or if there's anything we can do, please don't hesitate to reach out to us.
  
  Thank you again for bringing this to our attention, and we hope to regain your trust.

  Customer response

  12/12/2024

  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.
  
  Sincerely,
  
  ****** Xuchen Ren

• Initial Complaint

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Curated adviser's advice is not supported by Curated when the advice is skewed to the most profitable products. In my case, once coffee purchases are used they no longer are returnable. Even Flair offers a 30-day return policy. My Flair products were sold by Curated, however, shipped by Flair. I offered to exchange the Eureka Mignon Crono Grinder for a more versatile Fellow Grinder. The Eureka does not grind fine enough for espresso, mainly pour-overs, while the Fellow Ode Brew Grinder Gen 2 (with upgraded SSP MPBrew Burrs) does both. Also, the Turin Sonata Espresso Machine CRM3005H would have been a much better-advised espresso machine. These exchanges/upgrades would result in purchases much more than the $840.36. Return shipping should be covered by Curated due to such poor advice. April, the Curated ******** Service Advisor, had sent me 3 emails separately, indicating that the Eureka Grinder, the Flair Royal Grinder, and the Flair Pro 2 Espresso Hand Machine were eligible for return. These 3 emails were followed by 3 separate emails stating that I could not return these 3 items. I have received 3 more emails stating that the return requests would expire soon if the items were not shipped back. This would involve the possible cost of returning the 3 items, which would probably be rejected. Due to April's contradicting emails, I need these issues to be resolved through The Better Business Bureau.

  

  Business response

  05/29/2024

  Hi *******,
  
  Thanks for reaching out about your order return and exchange request.
  
  We're sorry that your requests to exchange the Eureka Grinder, Flair Royal Grinder, and Flair Pro 2 Espresso Hand Machine were declined. Unfortunately, these items cannot be returned past the allowed timeframe.
  You can find our return policy here for future reference: ******************************************
  
  We appreciate your patience while we worked on this. We're committed to making things right! Feel free to contact us via chat or email with any questions.
  
  Sincerely,
  The Curated Team
  
  

  Customer response

  06/02/2024

   
  Complaint: 21733368
  
  I am rejecting this response because:

   L was given very poor advice by *******, their curator, that they do not back up and support. The Flair products could have been returned, used, within the first 30 days, however, Curated does not allow used coffee equipment to be returned. ******* advice did not support *****'s policy. Both Flair products were shipped by Flair, and not by Curated. 

  Also, April, Curated's customer service representative, sent me 3 separate emails stating that the Eureka Minion Crono Grinder and the Flair Pro 2 as well as the Flair Royal Grinder were able to be returned. ***** then followed up with 3 separate emails contradicting her first three emails. I also received 3 separate emails stating that the window to return each item was closing, and that they need to be returned by the closing dates to qualify for the refunds. I would have had to pay for the shipping costs for three items that they would have rejected.

  I have these emails, however, I do not know how to send them to you as a group, just individual emails. Curated has a transcript of all of our communications. I was unable to copy all of them as a group. Curated could send them to you.

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

  

  Business response

  06/06/2024

  Hi *******,
  
  We appreciate your prompt response.
  
  There may have been a miscommunication about your return. While our associate created a return request for documentation purposes, this triggered an automated email that might have caused some confusion.
  We apologize for this oversight. Unfortunately, upon reviewing your order history, we discovered your items were delivered on March 27th and the return request was initiated on May 4th. This falls outside the 30-day return window for both Curated and Flair.
  
  You can find our return policy here for future reference: ******************************************
  
  We appreciate your patience while we worked on this. We're committed to making things right! Feel free to contact us via chat or email with any questions.
  
  Sincerely,
  The Curated Team
  
  

  Customer response

  06/06/2024

   
  Complaint: 21733368
  
  I am rejecting this response because: Their curator's (*******) advice was misleading and  was not backed up by Curated.I would have been much better off if I had not used Curated and *******'s advice, and purchased my coffee equipment directly from the manufacturers.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Curated.com regarding a recent purchase experience that has left me deeply dissatisfied and frustrated.On January 8th, 2024, I placed an order with Curated.com for the MIZUNI PRO 245 4-G Iron set, for which I paid a substantial amount of $1550.00. However, the product I received was in an appalling condition, marred by evident manufacturing defects. It is important to note that these defects were not a result of shipping mishandling, but rather a clear indication of poor quality control.Despite promptly requesting a return and providing photographic evidence of the defects, Curated.com has consistently evaded responsibility, shifting blame onto the "vendor" and offering feeble excuses. This lack of accountability and poor customer service is unacceptable.Furthermore, as an overseas customer with limited shipping options, I specifically requested **** shipping labels to facilitate the return process. However, Curated.com has callously refused to provide these labels, intentionally prolonging the return process until their return policy expired. This deliberate delay tactic demonstrates a complete disregard for customer satisfaction and fair business practices.I firmly believe that Curated.com, as the vendor responsible for delivering the product I paid for, should be held accountable for their actions. I demand a suitable resolution, which may include a replacement item in impeccable condition or a full refund. Additionally, I insist on receiving **** shipping labels to expedite the return process.If Curated.com fails to address this complaint and provide a satisfactory resolution within a reasonable timeframe, I kindly request your intervention in mediating this dispute. I trust that the Better Business Bureau will uphold its commitment to consumer protection and ensure that Curated.com rectifies this situation appropriately.

  

  Business response

  03/14/2024

  Hi *****,

  Thanks for reaching out about your order. We're sorry you received a defective item and had trouble returning it from outside the US.
  We've escalated this to the manufacturer and our support team to get it resolved quickly. We see the return label is now with ***** so your return should be on its way. Once the items return is validated, we will promptly process the refund.

  As a token of our apology for the inconvenience, we've added a $35 store credit to your account.

  You can find our return policy here for future reference: ******************************************
  We appreciate your patience while we worked on this. We're committed to making things right! Feel free to contact us via chat or email if you have any questions.

  Sincerely,
  The Curated Team
  

  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 2/21/23, I purchased a ************ Pellet Grill from curated.com for the amount of $710.60. On 2/5/2024, I contacted the manufacturer for the grill because it was not working and I've had it for less than a year. The manufacturer (*** Guys) sent me instructions on how to troubleshoot the issue, which did not work. On 2/7/2024, the *** Guys (manufacturer) emailed me stating that they would issue a refund in the amount $552.49 since the item was not working. They provided a transaction ID number, but we later realized that they mistakenly refunded the money to curated.com, since we had purchased the grill through them. I contacted curated.com to inquire about the refund that we should be receiving, and they are telling me that they will not provide a refund to us and instead will only offer in store credit. They have already received the refund from the manufacturer on our behalf, and it wasn't even for the full purchase price that we paid. We are asking for the refund to be sent to us, even if it must be sent via check. We spoke to Curated several times via email and phone. We spoke to **** on 2/19 at 2PM.

  

  Business response

  02/20/2024

  Hi *****,

  Thank you for raising this issue and apologies for any inconvenience about the defective item and your refund.

  I checked the order and I was able to confirm that the we were able to process the refund of $690.60 back to your account last 2/19/24, 1:08:39 PM and confirmed processed by 2/20/24, 3:56:04 AM. Please note that it will take **** business for the refund to reflect back to your account. A message confirmation was sent by ****, via chat, after we were able to confirm the processing.

  Thank you for your patience regarding this matter and I hope this resolves the issue. Feel free to reach out to us for any other concerns.

   

  Best,

  Curated

  Customer response

  02/23/2024

  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ****** Women's [ak] *******************-TEX 2L Bib Pants from the curated website in shade ***** white crystals. I bought them to match my ****** jacket in the same shade which was previously purchased from the same website a month prior. At least it is advertised as the same shade Once I was wearing the pants on the mountain in bright sunlight, I noticed that the shade of white in the pants is entirely different than the jacket. It is not clear unless you view the items in direct sunlight, which I was not able to do until I was wearing the pants. Once I realized the pants do not match as listed, I reached out to customer service. I am looking to exchange the pants for something that matches better. Either black or ***** white if it is actually the same white. However, after much back and forth and sending photos, they said: The manufacturer has confirmed no manufacturing defects, and all our stock has come directly from the manufacturer in a sealed condition. As previously mentioned by the manufacturer, theres a small possibility that the pants might look slightly different in white as they often hit the ground. So they may not be the same shade of white. to me this is unacceptable since they are advertised as the same shade!! I only bought the pants so that they would match my jacket Im attaching photos of me wearing the jacket/pants on the mountain vs when I tried them on at home. As you can see it is very hard to tell that they do not match indoors and I only realized when I was outside. I would like this business to rectify this situation where they falsely advertised these pants and jacket were the same shade. Thank you

  

  Business response

  02/12/2024

  Hi ******,
  
  We appreciate you contacting us about your order. We noticed there might be a slight color difference compared to what the supplier listed. While this isn't a manufacturing defect, the manufacturer confirms both are white, but with slight variations. 
  
  This was escalated to our Support team and Mac tried to call you but was unsuccessful. Unfortunately, due to your previous use of the item, we're unable to process your exchange request. We apologize for the inconvenience and have added a $20 store credit to your account for the trouble. 
  
  For your reference, our return policy is available here: ******************************************.
  
  Thank you for your patience, ******. We're committed to ensuring a smooth and hassle-free resolution for you. If you have any questions please feel free to reach out via chat or email. 
  Sincerely,
  The Curated Team
  
  

• Initial Complaint

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought an espresso machine and grinder from curated and received them both but decided I didnt want them. both boxes are unopened and were never removed from the shipping boxes. One is still fully sealed. I received the return labels and told I would be getting my full amount back. Less than 24 hrs later Im notified that the guy who helped me said I used them so they are keeping 20% of my purchase. No one seems to answer the phone and the salesperson who has been very quick to sell and ask why ** returning (at 11:30PM!) is not answering me why he said it was used without actually talking to me. Not ok. The grinder was delivered on Monday and machine on Thursday. Return submitted Thursday night. This is not okay to steal peoples money.

  

  Business response

  02/02/2024

  Hi *****,
  
  Thanks for letting us know about the order issue.
  
  We have reviewed the order and we would like to provide an update regarding the progress of your return here.
  
  We previously tried reaching you by phone, but couldn't connect. Not to worry, our Support team sent two ** codes for the items you need to send back. You can find these codes attached to our chat or in your "My Orders" section on our website.
  
  Returning is simple: scan the ** code with your phone's camera, and follow the prompts. It's quick, hassle-free, and takes just a few minutes. For your reference, our return policy is available here: ******************************************
  
  If you need further assistance, feel free to respond here or via our Curated Support Team (******************************************) and we'll be happy to assist.
  
  Thanks for your patience, *****. 
  
  Sincerely,
  The Curated Team
  
  

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with Curated for two golf clubs Taylormade 50 degree wedge and Callaway 5H hybrid on 12/30/2023. I received order confirmation immediately. I then received a notification that stated that both clubs had been shipped along with a tracking number. I received the order on 1/4/2024 which was one package. The package was sealed and did not have any signs of tampering. Upon opening the box I found there was only one club which was the Taylormade 50 degree wedge. On 1/8/2024 I notified Curated that there was an issue with the order and they did not send ************ 5H. They proceeded to tell me that what I was explaining to them seemed odd and that they show both clubs shipped and were received. This business is deceptive and they do not have good customer service. I would avoid buying anything from them or at least only order one thing at a time because they obviously cant keep track of multiple items in a shipment. They have blamed the ******* and myself for the missing product although the undamaged box was received just less the items I paid for.

  

  Business response

  02/01/2024

  Hi *****,

  
  We hope you're doing well!
  We appreciate you letting us know about the issue with your order. We understand that this might be frustrating, and we sincerely apologize for any inconvenience it caused.
  We've looked into your order and confirmed that the Callaway **************** (Right Handed, Regular, 5H) was replaced on January 11th, **** at 7:02 AM PST and delivered on January 18th, ****.

  
  If you need any further assistance, please dont hesitate to contact us.

  
  For more information about our return policy, visit our website: ******************************************.

  
  Best,
  Curated
  

  
  

• Initial Complaint

  11/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Re: Curated Order 52810-29463 | Return Update. I initiated a return for 2 items: DC Mens Servo Snowboard Jacket 2023, and DC Mens Code Pants. I used a merchant provided *** shipping label to return the items. ******** claimed that their warehouse worker received the jacket but not the pants. In all my life shopping online, this is the first time I have had a merchant claim they never received a return item. Merchant should have checked if with *** if there was an issue with the return package since they provided the shipping label; or was it their warehouse worker who inadvertently missed the other item. After spending almost $1000 on Curated.com, they have accused me of not returning an item for a refund. I know for a fact that both items were returned in the same single package via ***. How can claim they only received the jacket and not the pants? Unbelievable. I asking for my missing refund to be issued. $111.98 + tax

  

  Business response

  11/30/2023

  Hi ****,

  Thank you for letting us know about your issue with your return and we do apologize that we were not able to get back to you sooner.

  I've reviewed the order and will process the refund of $121.21, for the DC Men's Code Pants, to your original mode of payment. Keep in mind that the refund will reflect in **** business days. I hope this resolves the issue and restores your confidence with purchasing at Curated again soon.

  If you have any concerns, please feel free to reach out and we'll be happy to help you out.

  Best,

  Curated

• Initial Complaint

  11/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of expensive golf clubs on 10/20/23 for ********. I was told shipping would have item delivered by 10/29. on 10/30 I asked for a refund as nobody could even tell me where item was and when supplier would ship. Its now 11/3 and im told to be patient and when supplier responds I will get a refund initiated. I did not pay a supplier, I payed curated.com. they refuse to provide me refund. Every day that goes on they respond with generic responses

  

  Business response

  11/13/2023

  Hi ******,
  
  I hope you're doing well.
  
  Thank you for letting us know about this issue regarding your order. I understand the frustration this may have caused you, and do apologize for any negative impact it has had on your experience with Curated.
  
  I have reviewed this order and confirmed that the refund of $355.81 was processed on 11/04/2023. The credit may take 5 to *********************************************************************** addition to this, please know that your feedback has been shared to the appropriate teams to help improve how we handle these kinds of scenarios to avoid, not only you, but any customer from experiencing this kind of inconvenience again.
  
  Thank you for your understanding and patience. If you have any further questions or concerns, please do not hesitate to reach out to our Customer Support team at ********************.
  
  Best,
  Curated
  
  

• Initial Complaint

  07/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  placed a order with curated on 7/17/23 for golf club set .when i received confirmation from them the order details were different from the item i placed in the cart. how can that happen ? they state it will take 24 - 48 hours to cancel order.im still waiting.

  

  Business response

  07/28/2023

  Hi ***,

  I hope you're doing well.

  Thank you for letting us know about this issue regarding your order. I understand the frustration this may have caused you, and deeply regret any negative impact it has had on your experience with Curated.

  I have reviewed the order and found out that an incorrect shaft material was processed. We apologize that we werent able to intercept the shipping that resulted in additional inconvenience. 

  As a resolution since we were not able to process an exchange due to the price difference, a return label was provided to you for a free return and the refund will be processed once the return has been validated. In case you wish to place a new order, we can definitely have our expert assist you in getting the correct golf clubs. In addition, we have provided you with a $20 rewards credit on 07/19/2023 and Im happy to see that you were able to use it on another order placed on 07/21/2023.

  Thank you for your understanding and patience. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team at ********************.

  Sincerely,
  Curated
  

  
  

  Customer response

  07/28/2023

   
  Complaint: 20340804
  
  I am rejecting this response because:
  The club set I agreed to purchase from a link sent by Curated was Different from what the confirmation email stated. Also was told by Curated agent it would take 24 - 48 hours to cancel order at which time the order was shipped. Curated should send ***************************************************** the first place at no charge immediately. 

  ***

   

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

  

  Business response

  08/04/2023

  Greetings,
  
  We extend our gratitude for bringing this matter to our notice. We regret any inconvenience you may have encountered. After a thorough review of your account, here are our findings:
  
  1. We acknowledge your desire to receive the accurate order, and we empathize with the frustration caused by the delay in resolving the situation. When we double checked your order, the request was for steel shaft and not graphite. Coincidentally, the order had already been shipped by the time we received the cancellation request.
  
  2. As we're unable to facilitate an exchange due to the price variance between, the most expeditious solution is to initiate a return for the initial order you received. Once we process the refund, you can proceed to place a new order for the accurate set featuring graphite shafts.
  
  We've enclosed the link to our Return and Refund Policy for your reference: ******************************************
  
  We greatly appreciate your comprehension and patience. Should you have any additional inquiries or concerns, please feel free to contact our customer support team at ********************.
  
  Sincerely,
  Curated

  Customer response

  08/04/2023

   
  Complaint: 20340804
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************

*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. ↩