Complaints

This profile includes complaints for Curology's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Curology has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Curology

  5717 Pacific Center Blvd Ste 200 San Diego, CA 92121-4250

  
• 

  Curology

  4747 Viewridge Ave Ste 200 San Diego, CA 92123-1688

  
• 

  Curology

  6020 Cornerstone Ct W Ste 340 San Diego, CA 92121-3729

  
• 

  Curology

  369 Hayes St San Francisco, CA 94102-4420

• 

  Curology

  9525 Towne Center Dr 150 San Diego, CA 92121-2066

  

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:07/14/2025

  Type:Delivery Issues
  Status:

  ResolvedMore 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.

  Curology has some of the worst customer service out there. I didnt receive ANY notification of any sort that my order was going to ship, I didnt even receive an order confirmation email. I just noticed that $60.50 was deducted from my bank account. I am no longer using Curology but they make the process so hard to cancel that I just pushed it out a ways in case Id ever need it again. I would like this order canceled immediately, it has not shipped yet, and I would like to be refunded. Its shameful customer service to not have a phone number to call, and to not have a notification email that your order is about to ship. I canceled my Curology membership/subscription entirely and will not be using Curology any longer. I also went to try to find an account number for the order that was automatically placed, but there is 0 information or order history anywhere once you cancel, so I cant even see what exactly is in the formula that is shipping to me. I tried emailing them and got a quick automatic reply email basically stating they cant do anything but that I can cancel future shipments. Be aware of this TERRIBLE customer service and choose a different company that takes better care of their customers. This is unacceptable.

  

  Business Response

  Date: 07/15/2025

  I'm sorry to hear of this frustrating experience. I see our team has since been able to reach out to help with this concern. Do know if you have any questions about your account our team is more than happy to help! Please do reach out again if you have additional questions or concerns, our team is available M-F and can be reached over chat, email or SMS. 

  Customer Answer

  Date: 07/15/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and can confirm they were able to assist and make it right. I am satisfied with the resolution.
  
  Regards,
  
  ****** *****
  
   
  

• Initial Complaint

  Date:07/07/2025

  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.

  Date of transaction: June 30, 2025 Amount charged: $107.48 I canceled my Curology subscription before this charge took place. However, they charged my card on June 30 for a new shipment I never requested. I reached out to Curology via email multiple times, and they responded that the shipment had only been delayed, not canceled. After that, I received an email confirming the cancellation.The problem is that their website interface is misleading it leads customers to believe they are canceling their subscription when in fact they are only postponing the shipment. I did not authorize this transaction and did not want or use the products.I offered to return the package unopened, but they refused. One of the main reasons I canceled is because the products did not work for my skin. I dont believe it is fair to be charged for something I neither wanted nor used.

  

  Business Response

  Date: 07/15/2025

  I apologize for any confusion. I can confirm that you elected to pause your subscription, rather than cancel on April 29th, which is why your subscription remained active & your shipment purchased & shipped as scheduled on your account. As ********************** is a subscription service, orders will continue to process as scheduled so long as your account remains active. The option to cancel is always available & if you have trouble processing a cancellation, our team is happy to assist. If you have additional questions about your account, please do not hesitate to contact our team directly at ********************************* we're happy to help. I do see you have since cancelled your subscription. No new orders will process while your subscription remains cancelled. 

• Initial Complaint

  Date:07/02/2025

  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 used Curology for about one year, a little less. One day I was in the sun a bit more than usual (early spring) and the next morning where I apply the Curology cream my skin was highly irritated, red and swollen. I stopped using the product then. Over the next few months those areas began to develop extreme dark spots. The next winter they seemed to stop developing however now that a new summer is here the spotting has become significantly worse, to the point where my face looks scarred. I have contacted the company a few times and am basically told it could not be their products despite submitting progress photos showing NO spotting prior to use and a consistent worsening as time has gone on. This summer my face has gotten quite a bit worse and I have attempted contact again but am not able to talk with a representative, only text. Im told it couldnt be the product. Im naturally dark skinned and tan easily. Im asking for help healing the issue but they are not willing to help. Very discouraging.

  

  Business Response

  Date: 07/15/2025

  For any concerns about your skins reaction to your prescription medication, please know your Curology medical provider is available directly via your account dashboard's messaging service and are happy to offer advice and answer any questions they are able. All medical concerns are addressed through our private messaging platform on your Curology Dashboard. Our customer success team is available to help with account related questions, but is unable to offer medical advice. Your Curology Medical provider is available to help with those questions via your account. 
  
  If you have more immediate or urgent concerns, I do recommend seeking in person care via a local dermatologist or urgent care. If you are having trouble accessing your Curology provider, please contact our team directly & we will be happy to help!

• Initial Complaint

  Date:06/30/2025

  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 want a refund for my subscription they charged me for a subscription I dont want it I want my money back.I contacted the company directly and theyre refusing to provide a refund. I thought Id finished the cancellation process back in April, but it looks like it did not go through. As I was charged on June 27th for a subscription that I was no longer aware of.I immediately went in and reached out but apparently it was outside business hours. I sent multiple messages and tried to connect through chat prior to the product being marked as shipped. This afternoon I get something saying it had shipped. When I requested a refund and expressed frustration I got routed to a chatbot and a FAQ page. The system clearly glitched when I thought Id cancelled my subscription in April. I just want my money back.

  

  Business Response

  Date: 07/15/2025

  I'm sorry to hear you had trouble cancelling your account. Please email our team directly at ******************************** & we'll be happy to look into this further to see what might have gone wrong here. I don't see any record of communication under the email: ********************************* if your account is linked to another email please be sure to share that email when contacting our team & we'll be happy to see how we can help. 

• Initial Complaint

  Date:06/02/2025

  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.

  On Sunday 6/1/25 at 2:07am Eastern time, I received notice through ****** (my default payment) that I was billed for another order of Curology. This was the only correspondence I received about this order before it was placed. As soon as I woke up and saw that email on Sunday morning, I went to their site looking for a way to pause the order, since my provider still hadnt made the requested changes - I also did not need my order yet. There was no way to pause, or ***** or reach customer service without a ***** hour delay in response. I sent the message anyway, thinking it wouldnt be acceptable for the company to intentionally bill outside of business hours, especially without any order confirmation or warning. I was wrong. Sure enough, I got a shipment notification at 12:13pm Eastern 6/2/25, and a response from Curology at 6:02pm Eastern on 6/2/25 refusing do anything about my ********** beyond frustrated at their ongoing predatory tactics with their subscription model, and want a credit to my account for this order they didnt enable me to review before shipping.

  

  Business Response

  Date: 06/06/2025

  I have reviewed your account and confirmed with our team that no request was pending with your medical provider at the time of your order. Once an order is purchased, it is too late to make any further changes. To avoid this scenario, we ask that patients reach out a week prior to a new shipment if they would like their medical provider to make adjustments, or to contact our customer success team at least 2 business days in advance of an order. With notice we're more than happy to help ensure you're able to make any needed changes to your order. The date of your next shipment is always available via your account dashboard on your shipment page & can be managed directly there without assistance from our team. But if you ever have trouble, we're happy to help!
  

• Initial Complaint

  Date:05/30/2025

  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 purchased a sample from Agency for $17. Did nothing and barely had anything to use in it. Forgot to cancel subscription and got charged $70. Was told no refunds. Received a bottle Slightly larger than the sample bottle. RIDICULOUS. Total scam. Did absolutely no lightening of my skin. I opened the bottle to get what I was left and found a smaller container inside of it. False advertisement!! I ***** imagine how small the one inside the full size bottle is. Shady practices indeed. Can't believe I wasted 70 percent of my weekly budget on this. You should be ashamed of yourselves for stealing people's money. I live on a fixed income and spent over half of it on this that I'll never get back. I'll never trust another online beauty skincare business again.

  

  Business Response

  Date: 06/06/2025

  I'm sorry to hear you were unsatisfied with your results. Please know prescription skin treatment can take time to begin seeing progress and if you have concerns your medical provider is available to help. I can confirm that as your subscription remained active your first box was sent as scheduled on your account dashboard. I can also confirm you were sent a full sized bottle. Our packaging does use an airless pump design, which contains a smaller container inside the outer frame. However, the full content size is listed on the label & confirmed by our Pharmacy team. If you have any further questions about your account, please do not hesitate to contact our team directly, we are happy to help. 

• Initial Complaint

  Date:05/16/2025

  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.

  I want a refund for my subscription they charged me for a subscription I dont want it I want my money back

  

  Business Response

  Date: 06/06/2025

  I see our team was able to respond & answer your concerns directly if you have any remaining questions do not hesitate to reach out again via live chat, SMS or email.

• Initial Complaint

  Date:05/14/2025

  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.

  I subscribed to the first trail box on 03/17 and I tried to cancel the subscription before 04/17, but I couldnt contact them. Anyway, I left a message for them to cancel the membership. On 04/18 they sent me the email that as of 04/18/2025 my subscription has been cancelled. But my credit card was charged in 04/17 and they wont give any refund/exchange/return. After the cancellation, I logged in their website to obtain the proof for my credit card dispute, but they deleted all the shipping info/ subscription date/detail. Now my credit card dispute failed because do not have any written proof and the only way I can do is to contact Curology again. I tired to call the number ************** but it is just an automated phone number. When I contacted them via email they told me they dont have the dedicated phone number. That means there is no way you can talk to a person over the phone. So they send me the email saying I can confirm you've successfully cancelled your subscription on: April 18th, 2025 4:20 AM PST. However, this was done after your shipment had already processed on April 17th, 2025 11:13 PM PST. On their website the shipment date is in June/July. When I asked why you send me early, they just ignore and never give me a proper response.Based on their response, my cancel request was 5 hrs late. And they trying to charge me 109.12$ for the product that my skin couldnt tolerate it!! I had a reaction to their product. They dont even care how will my skin recover and keep sending me the new box?!? Prior the charge, *** never received any email notification about the shipping/or when the subscription period will start. After, you signed up the the first trial box, there were no email mentioned about it either. Dont you think at lease the customers, have to have a copy of those subscriptions policy in their emails? What about the instructions on how to contact the company for cancellation? I feel like Curology is a scamming business.

  

  Business Response

  Date: 05/15/2025

  I can confirm your subscription was activated & confirmed with us in March 2025, as your trial remained active through the date of your first paid order it was purchased as scheduled & shown on April 17th. The **** date mentioned reflects the date when a new order would have been purchased had your account remained active. This updates automatically once an order is purchased. 
  
  Your account was cancelled shortly after receiving outreach from you on April 18th via chat. I have no record of a call prior to May 14th on file, if we receive a call, we will do our best to email or call you back to resolve any concerns. However, as we do not have a live phone line replies here may be more delayed than using our live chat or SMS services. 
  
  I can confirm the ability to cancel your subscription is availably anytime via your dashboard or via our support team via live chat, SMS or email which are available via our website. Your next order date is also always visible, and editable, via your account. So long as you request a change or cancellation at least 1-2 full business days prior to that date, you can postpone or cancel an upcoming order. Once an order is purchased it can no longer be stopped. I can confirm your subscription is cancelled going forward. If you have any questions about your account, please feel free to email, text or chat in to our team. If you have concerns about your prescription, you can still access your messaging service with your provider. 

• Initial Complaint

  Date:05/07/2025

  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.

  Skin care is not personalized. I was new to retinol I had never used it before and after using as directed for 3 days my skin was so insanely irritated I stopped using and forgot about them charging me. A month later they sent the same stuff, I tried to cancel but the provider assured me that I would get a better formula. Paid again and tried again, the product was still to strong. I tried to cancel but was forced to do a pause. The following cycle I saw failed change, for online canceled my subscription but they billed again and now I am stuck with so much product I cant use because as it turns out I am allergic to the formula. Lots of read the policy but no actual help. Just go to a dermatologist in person. These tele services are just pushing drugs without any concern for the actual health of the individual. Shame on you Curology.

  

  Business Response

  Date: 05/09/2025

  I'm sorry to hear that you experienced trouble managing your subscription. The option to postpone an upcoming shipment is always available, and you are able to cancel your account at anytime via your account, or by emailing our team. While we will encourage you to review your options with your medical provider, users are under no obligation to continue if they feel that Curology is not the right fit for them. As we do not accept returns you do not qualify for a refund in this case. I can confirm your account has been cancelled going forward, so no additional orders will process. Know you retain access to your medical provider should you have questions about your current prescription, they are more than happy to help answer any concerns you may have. 
  

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Hello. My complaint is about the ****************, Agency, which is a brand by Curology. I had to answer a questionnaire and upload before photos so that they could see the condition of my skin. After they went over my information and viewed my photos, a doctor reached out to me and told me which topical custom formula she was going to prescribe me for hyperpigmentation. I received my custom formula on March 22nd and began using it that night. Everything seemed fine, and I used it again the next night. By the morning of the 24th, I noticed whiteheads on my face that were a bit itchy, but I thought that it was what they call purging. I continued using the formula, and by the 26th my entire face was covered in the itchy whiteheads. I stopped using the formula. Two days later, I contacted the doctor on the Agency website, informing her that I could not use the forums because it caused a rash. I uploaded pictures to show her. I asked about a refund, and she told me that I needed to contact their Success team, which I did. They defined my request for a refund, stating that the $70 cannot be returned because the formula is a custom topical cream. I dont think its fair that Im being denied a refund for a product that has severely irritated my skin, and Im unable to use it.

  

  Business Response

  Date: 05/09/2025

  I can confirm this concern was escalated to your Curology medical provider & reviewed & resolved internally with our team. If you have any additional questions about this concern, please contact our team or your Curology medical provider directly, we are happy to help. 

  Customer Answer

  Date: 05/09/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******* *****