Complaints

• 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,
  
  ***************

• Initial Complaint

  07/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 18th, I purchased a Primo All-in-One Grill from Curated.com with an estimated delivery date of Jun 28th. As of Tuesday, July 18th, one month from purchase, I have not received the item, and it has been in transit for weeks while the item continues to have it's delivery date pushed out every day without any updates to its location in tracking. Curated continues to say they are reaching out to the courier but never receive any updates and have been unable to provide a whereabouts to my $2000 purchase.

  

  Business response

  07/28/2023

  Hi ****,

  Thank for reaching out regarding your issue. I am writing to sincerely apologize for the delay in processing your refund in your recent order. We understand how frustrating and inconvenient this situation must be for you, and we deeply regret any inconvenience caused.
  
  We have been diligently investigating the matter with SEKO since we were informed about the delay in the delivery. Unfortunately, their process has taken longer than expected, which has resulted in the delay in initiating your refund. Rest assured, we are in constant communication with **** and are doing everything in our power to expedite the resolution.
  
  As soon as **** completes the claim investigation, we will immediately provide an update. Your satisfaction is of utmost importance to us, and we want to assure you that we are committed to resolving this issue as swiftly as possible.
  
  In the meantime, we understand your frustration and appreciate your patience. We will keep you updated on the progress and notify you as soon as the refund has been initiated. If you have any questions or concerns, please do not hesitate to contact our customer support team, who will be more than happy to assist you.
  
  Thank you for your understanding and cooperation. We look forward to resolving this matter to your satisfaction.
  
  Best regards,

  Customer response

  07/28/2023

   
  Complaint: 20337471
  
  I am rejecting this response because it has been over six weeks since the order and I still have not received a refund despite this having nothing to do with me. It is unacceptable that I mist wait while Curated holds my money with a lost item.

  I should have a refund yesterday.

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

  

  Business response

  08/04/2023

  Greetings,
  
  Thank you for bringing this to our attention. We apologize for any inconvenience that you have experienced. Upon reviewing your account, here's what we  found out;
  
  1. We are still communicating with SEKO about the lost item claim and we'll do our best to prevent this from happening moving forward.
  
  2. In line with what happened, we will be processing your refund for the order and we will keep you updated once it is posted on your original form of payment. Normal timeframe is 5 -10 business days but we will endeavor to process it as soon as possible. 
  
  If you have any questions or concern, please do not hesitate to contact us at ************************

• Initial Complaint

  07/06/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 18, I ordered a "Norrona Men's Lofoten ****-TEX Insulated Jacket", size Xl from Curated.com for $329.45 plus $26.36 tax for a total of $355.81. On March 26, I received a package from Curated.com which contained a jacket nearly identical to the one I had ordered. The jacket I received was a "shell" jacket which doesn't contain insulation. This jacket was not the jacket I ordered so I contacted customer service to return the item, which they agreed to do. On April 1, I dropped the packaged jacket at *** to return it and they received the item April 10. After several weeks without hearing anything on my refund or an exchange, I reached out to customer service and was told they were working on validating the return but that they had received the package. After several additional weeks, I reached out again to determine the status of the return and was told they would not refund me because they couldn't "validate" the return, or whatever that means. Despite attempting to contact them via chat and email, they refused to re-engage.

  

  Business response

  07/14/2023

  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 this order and processed the refund of $355.81. Please note that it 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 ********************.

  Sincerely,
  Curated

• Initial Complaint

  04/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 6th 2023 curated.com had a pair of ****** snowpants marked down from 460$ to 0.00$ with only shipping to be paid so naturally I bought *********************************************** my bank acct and thru email. Roughly an hour later I receive a text telling me my order is to be refunded as they have ran out of stock.so i go back to the website and sure enough they are still in stock just now theyre priced 413$ okay so the issue lies in the fact these pants were bought and paid for with receipts and for them to force a refund on an item thats still in stock and then lie to a customer about it is simply sloppy buisness practice and I feel Im entitled to what Im owed and rightfully own. In addition Im aware a email confirmation is a legally binding contract so this is ILLEGAL

  

  Business response

  04/14/2023

  Greetings,

  We would like to express our sincerest apologies for any inconvenience that you have experienced due to the error on our end. Thank you for bringing it to our attention and giving us the opportunity to make things right. 

  
  After double-checking the orders, we discovered that there was a listing error on our website wherein the item was incorrectly listed for $0.00. This required us to make manual corrections, which resulted in the cancellation of the 26 quantities of the item. We understand how frustrating this must have been for you, and we are truly sorry for any inconvenience it caused. 

  
  We acknowledge that you were upset about the original pricing, and we made the correction on the same date that the order was placed to prevent any further issues. We understand that your trust in us may have been shaken, but we assure you that we take full responsibility for our mistake and will do everything possible to prevent this from happening in the future. 

  
  As a gesture of goodwill, we had provided a $20 credit on your account.

  
  We hope this has helped to restore some of your confidence in our service.

  
  Best regards,
  Curated
  

  
  

• Initial Complaint

  03/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I dropped off my return using the provided return labels on March 6th, 2023. They were delivered on March 9th, 2023. On the day of delivery I was told by support they are unable to validate my return. They were huge boxes that definitely can not be missed and were signed for by ******* (*******). Her name is *******, but the *** delivery person misspelled it. Either way both packages were delivered to their office. They either have an employee stealing or are committing legitimate fraud. I hope they have cameras they can look over, it would be very easy to catch.My order consists of a BISSELL JetScrub Pet Carpet Cleaner and a Nemo Aurora 3 Person Tent w/Footprint. The total is $584.28 the order number is Order #*****-85586

  

  Business response

  03/24/2023

  Greetings,

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. Upon checking your account, here's what we found out;
  

  As you may recall, you had multiple orders that were returned recently (under Order number: 16973-94919 - 7 items), hence the account was tagged for possible fraud.
  

  As per policy, we will need to validate that we have received the items from our Warehouse before processing any refunds. The customer was made aware about this back on 03/01/2023, 2:24 PM PST.
  
  Though we fully understand the importance of getting the refund processed as soon as possible, you can rest assured that once we receive the return validation from our Warehouse team and clear the possibility of fraud, we can then proceed with the refund.
  

  If you have any further questions or concerns, please do not hesitate to contact us at ********************

  Sincerely,
  Curated

  Customer response

  03/24/2023

   
  Complaint: 19603448
  
  I am rejecting this response because: I was not told any of this information. This information is misleading. I had 2 orders that were both 3rd party outsourced items from different stores like target. I have shown proof of returns with weight and it shows it was signed by your secretary.  The boxes were huge they were not small, you can not miss them. It does not take a month to open a giant box with a vacuum and another giant box with a tent... You are choosing not to "validate" this.

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

  

  Business response

  04/03/2023

  Dear Customer, 

  
  Thank you for bringing this issue to our attention. We apologize for any inconvenience you may have experienced. Upon reviewing your account, we discovered that you recently returned several orders (Order number: 16973-94919 - 7 items), which led to your account being flagged for potential fraud. 
  

  As per our policy, we must verify that we have received the items from our Warehouse before we can process any refunds. You were notified of this on 03/01/2023, 2:24 PM PST. 
  

  We understand the urgency of receiving your refund, but we must wait for the return validation from our Warehouse team and clear any suspicion of fraud before proceeding. 
  

  If you have any additional questions or concerns, please do not hesitate to contact us at ********************. 
  

  Sincerely, 
  Curated
  

  
  

  Customer response

  04/03/2023

  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. Although it took them way too long they did issue the refund finally. Thank you BBB, I am certain without this I would still be waiting.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  02/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made the order#*****-74263 with curated.com, with Qty (3) of Staub Cast Iron 3-QT Tomato Cocotte - Grenadine. The unit price is $162, after 10% discount, and with taxes, the paid total is $162*3*(1-10%)+$44.61=$482.01. The current/real time price for this item is $269.99.2/8/2023 12:23pm: I received order confirmation . 2/9/2023 7:08pm: I received shipping notification with *** tracking number 1Z1424610378588658, stating "Arriving 2/14/2023".2/15/2023 9:35am: *** tracking shows "Return to Sender Requested" when the item arrived in WA from NY.12:29pm: I filed order support request to the website.12:55pm: Online Support said the order "may be fraudulent."13:00pm: I sent messages asking for proof for fraudulent, and showed willingness to provide information the legitimacy of the purchase.1:42pm: Curated sent "Return request created" email to me.1:44pm: Curated apologized stating the order is not fraudulent, and said they have errors on their listing. And offered $20 credit.1:47pm: I replied that I am not okay with the solution.3:16pm: Support said their system automatically detected it.3:18pm: I replied it took them 7 days to detect it as an error.8:42pm: Curated issued another $50 credit and refund.Back and forth conversation. I took their solution, and used this credit to make the order #*****-93690 2/15/2023, with est. delivery date 2/23/2023. Today is 2/25/2023, I haven't received a shipping notification for the new order. Thus I decided to file the complaint, and stick with my original request. My desired resolution is to have Curated.com fulfilling my original order #*****-74263.Thank you so much for reading all of this, and your help and effort in advance.

  

  Business response

  03/13/2023

  Greetings,

  
  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. Upon checking your account, here's what we found out;

  
  1. There was a listing error on our end and we had to make the corrections manually on our website hence, we had to cancel the initial order and requested a re-order.
  2. Though it is understandable that you were upset about what happened on the original pricing, we had made the correction on the same date the order was placed to avoid issues with delivery timeframes.

  
  As a token of goodwill, we had provided $70 credit to offset the pricing of the ordered item and we appreciate that you used it on your next order.

  
  If you have any further questions or concerns, please do not hesitate to contact us at ********************.

  
  Sincerely,
  Curated

  Customer response

  03/13/2023

   
  Complaint: 19496071
  
  I am rejecting this response because:
  

  It was not a satisfactory solution. The website has poor communication, blamed customer fraud, slow on action. Nevertheless, I dont want to spent further time on this effort. Thank you for BBB for stepping in to help. 

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

  

  Business response

  03/17/2023

  Greetings,

  
  We would like to express our sincerest apologies for any inconvenience that you have experienced due to the error on our end. Thank you for bringing it to our attention and giving us the opportunity to make things right. 

  
  After double-checking your account, we discovered that there was a listing error on our website that required us to make manual corrections, which resulted in the cancellation of your initial order. We understand how frustrating this must have been for you, and we are truly sorry for any inconvenience it caused. 

  
  We acknowledge that you were upset about the original pricing, and we made the correction on the same date that the order was placed to prevent any further issues. We understand that your trust in us may have been shaken, but we assure you that we take full responsibility for our mistake and will do everything possible to prevent this from happening in the future. 
  As a gesture of goodwill, we have provided a $70 credit to your account to offset the pricing of your ordered item, and we are pleased to see that you have already utilized it in your next order. 
  We hope this has helped to restore some of your confidence in our service.

  
  Best regards,
  Curated
  

  
  

• Initial Complaint

  01/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Curated falsely advertised an item and sent me a women's helmet. This is NOT what I ordered. They refused to issue me a refund until they receive the item back and inspect it. I did not order this item... you lied. ***********

  

  Business response

  12/01/2023

  Hi *******,

  Thank you for raising your issue about the incorrect helmet you have received. I do apologize for any inconvenience due to this and the delay in responding to your complaint here.

  I reviewed your order and confirmed that the refund for the incorrect helmet was processed on 01/11/2023. I do hope this resolves your issue.

  Please feel free to reach out if you have any other concerns.

  Best,

  Curated

• Initial Complaint

  09/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order # *********** I purchased a set of golf clubs on August 16th, 2022, from Curated for $799.00 when received the item, we were missing two clubs, and they sent the wrong clubs. We ordered a right-handed men's set of clubs and received a women's set of clubs. I checked the order number, and it matches a men's set of clubs, not a women's. Now they are refusing to return our money or send the correct clubs that were ordered. I have sent them numerous pictures of the wrong clubs along with messages about the missing clubs. They are refusing to do anything about the problem. *** you can see from the pictures, these are women's clubs not what we ordered.

  

  Business response

  12/01/2023

  Hi *****,

   

  Thank you for raising this issue and we do apologize for any inconvenience regarding the missing clubs and the delay in response here.

  I reviewed the order and was able to see that a replacement was processed and was delivered to you. I do hope this resolved your issue.

  Please feel free to reach out if you have any other concerns.

  Best,

  Curated

  Customer response

  12/01/2023

  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.
  
  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. ↩