Complaints

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:06/28/2025

  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.

   
  Complaint: 23532769
  
  I am rejecting this response because:

  I opened the dispute because between May 22 and June 18 I received no refund nor any satisfactory response to my inquiries. It was only AFTER I alerted them to the dispute that they bothered to address my concerns. I had elected a store credit for my refund and was eventually told they couldnt process my return and that they would have to process the return manually. They asked for the disputes to be lifted so they could process my refund. Then I was told I had to wait for THEM to get the chargeback before I could receive the money due to me since May 22. At no point between June 19 and July 1 was I told that a check would be an option. Just more youll have to wait. Whilst they are giving me a check, they only responded here in BBB and not to my email to them regarding the status of the check. Furthermore, given the EXTREME difficulty in obtaining the money due to me, they in no way offered to rush the check or any other manner of making right my sincere and severe displeasure, frustration and disappointment. Now I have to wait 2 or 3 more week for said check, bringing the total time of my wait for my refund to TWO MONTHS. I followed ALL of the companys required parameters AND allowed for a ***** period before my initial inquiry and Ive received nothing but lackadaisical indifference. 

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

  ****************************************************** Apparently they want to wait for the dispute chargeback to hit their account, nevermind that the dispute would never had been filed if they returned my money in a timely manner in the first place. I am absolutely disgusted that I have to continually follow up with this company before they will honor the terms of their own return policy in a timely fashion.

  Business Response

  Date: 07/03/2025

  To Whom It May Concern, 

  We have been in contact with our customer, ******* *******, in regards to their return from Cuyana order 2001331745 / S5952015. Since a dispute was opened on the customer's end, we had to wait until it was lifted in order to proceed with next steps in our system. If a dispute is not lifted, the refund process can take longer as it goes through their bank. With many responses back and forth, our customer has accepted a refund resolution in physical check form in the amount of $696.01. The check will get processed through our accounting team and can take up to 2-3 weeks to be processed and received. We sincerely appreciate your patience and understanding as we work on your resolution together. 

  Sincerely, 

  The Cuyana Team

• Initial Complaint

  Date:06/16/2025

  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.

  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,
  
  ****** *******

  Business Response

  Date: 06/16/2025

  To Whom It May Concern, 

  We apologize that ****** was unable to get in touch with our customer service team as timely as expected. We are a very small team of five associates and sincerely appreciate your patience and support as we navigate through all customer calls and emails each day. Upon looking up the return from order **********, our team responded back to this customer's inquiry, ensuring their refunded amount and waived restocking fee was processed in our system. Although ******** credit card has updated since she originally purchased her order, as long as the bank account itself remains the same, the customer should still receive their refund. We have not had any issues in the past when customer's have closed original credit cards although their original bank account remains open. We have responded back to the customer to explain this process in detail. She responded that she understands and that a new card number is not needed as long as the original bank account is still open. Our associate and the customer will check back to make sure the refund is received as it can take 5-10 business days to show on the customer's end. Please let us know if any additional information is needed or if further clarification needs to be explained. 

   

  Sincerely, 

  The Cuyana Team

• Initial Complaint

  Date:05/12/2025

  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 sold a pricy item through Cuyana Revive on March 5th 2025. I sent the item a few days later and the buyer accepted the item and on March 10th 2025 I received an email that said my earnings were ready and I chose to be paid in store credit a few weeks later. I got an email on April 12th, ******************************************************** within 7 days. They didn't send me the store credit within 7 days, and when I reached out, they replied that due to their "policy", Cuyana only issue store credits every other Friday, so I would have to wait another week. Weeks have gone by, and nothing. It's now been a month and still have not received my store credit despite being in email correspondence with a representative named "Silja" and he/she claiming it's coming "soon."

  Business Response

  Date: 05/12/2025

  To Whom It May Concern, 

  We sincerely apologize that there has been a delay in receiving your credit code. Please find your code of 7chgqfxfr9hr9qhv in the amount of $368.50, which has been directly emailed to your email of ******************************. Your code is activated and is available for immediate use on our website or inside any of our retail stores. We apologize for any confusion or disappointment we may have caused as we experienced an internal error in downloading recent codes which caused a longer delay than anticipated. Thank you for your continued patience and support. Please let us know if we can further assist you. 

   

  Sincerely, 

  The Cuyana Team

• Initial Complaint

  Date:05/06/2025

  Type:Sales and Advertising 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.

  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,
  
  **** ***************************** **** would have to wait until the following Friday to receive my store credit (which would have been May 2, 2025.) Today is May 6, 2025. I have still not received my store credit, and the company has ignored my inquires and made no effort to resolve the situation.

  Business Response

  Date: 05/07/2025

  To Whom it May Concern,

  Thank you for sending this email to us. We apologize for the delay in our customer receiving their credit code as the process goes through our third party partner, Archive, and then manually through our greater accounting team. This process can take up to 2-3 weeks after the final payout email is sent to the customer. We apologize for any confusion during this time.  We have responded back to our customer, ****, in our Zendesk communication platform with the last sent message on Tuesday May 6th. Included in our response, was an emailed digital gift credit code of fbd3phgwybdwgb3k in the payout amount of $218.90. This code is active and available for immediate use on either our Cuyana website or inside any of our retail stores. We sincerely apologize for any inconvenience or confusion. Please reach out if there is any additional assistance needed. 

   

  Many thanks, 

  The Cuyana Team

• Initial Complaint

  Date:09/16/2024

  Type:Product 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.

  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,
  
  *********************nterchangeably in the email exchange but not on their website. It was unclear that the money would no longer be refundable given store credit.

  Business Response

  Date: 09/17/2024

  To Whom It May Concern, 
  
  Our customers wife, *****************************, ********************** originally emailed into our support team in regard to a refund notification she received last month. To confirm, our customer placed an order ********* on June 13th, returned that order for Cuyana merchandise credit, so they could exchange their original item for another desired item. Our company does not process traditional exchanges, but rather you must first return your item/order for either a refund back to the original card used less $8 for a restocking fee or Cuyana merchandise credit in the full amount. Our customer opted to return their original order for merchandise credit in the full amount of $262.88 as they did not want the $8 processing fee to be deducted from their refund total. 
  
  Our customer then placed a brand new order ********* on July 31 with the $262.88 merchandise credit (from their first order *********) plus an additional credit card payment of $84.80 as the new item was priced higher than their original item. The payment processed is known as a split tendered payment. For split tender payments returns, we can only refund up to the amount of each tender. This means for order ********* since the customer paid up to $84.80 on their credit card, we would only be able to refund up to this same amount, not anything beyond this amount as this is the amount that was charged on their credit card. When our customer decided they wanted to return their second order, we processed their return as a split tender return with $84.40 back on their credit card and $262.88 returned in a new store credit code (but the same amount as they originally paid on the order). 
  
  Although the same customer placed two orders, these are two separate orders and are not considered  linked together. Additionally, we shared our policies and terms of service: ************************************************************ which also details that gift cards/merchandise credit / store credit are final sale and cannot be redeemed or returned for cash once generated. 
  
  While we stand behind the policies featured on our website, we have made an exception to refund our customer in the amount of $262.88 back to their original credit card used. We have processed  the refund in our system today but can take up to 5-10 business days for their bank to post the refund. Since we had already refunded the credit card payment of $84.80 on August 30 when the return was first processed, this brings the total refunded amount to $347.68. This is the requested amount from our customer, which has now been resolved. 
  
  Please let us know if you need any additional information on our end. 
  
  
  Thank you, 
  The Cuyana Team

• Initial Complaint

  Date:02/21/2024

  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.

  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,
  
  ***********************

  Business Response

  Date: 03/12/2024

  To Whom It May ************************* complaint has been resolved directly with the customer via ********************** support email. Please close this case out on your end.

   

  Thank you, 

  The Cuyana Team

• Initial Complaint

  Date:07/28/2023

  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 was contacted by the business to fill out a survey in exchange for a $25 gift card on June 9, 2023. However, when I received my gift card, it was actually a discount code that had a required minimum spend of $100 on Monday, July 24 and expired a week later. This was extremely misleading and I wouldn't have bothered to fill out their survey for such an offer.

  Business Response

  Date: 08/02/2023

  Hello ****, 

  Thank you for taking the time to express how you feel in regards to the $25 gift card you received from previously submitting your Cuyana survey. We sincerely apologize you feel it was misleading and are happy to make this right with you. We can send a new credit code to you that has no minimum order limit or immediate expiration. In order to complete this for you, we will need to confirm some additional information first. Can you please confirm the email address, and previous code that was sent to you and send this to ********************************** with the subject "ATTN: **** at CEx". We will be happy to take next steps with you directly through our support channel. Thank you so much for support of Cuyana. Let us know if you have any additional questions!

  Thank you, 

  The Cuyana Team

• Initial Complaint

  Date:09/23/2022

  Type:Product 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is "satisfactory." However, when I contacted customer service to ask how to handle the defective return, the representative said the original shipping to receive the item would not be refunded; I told her I didn't pay shipping to have it delivered, and so then she took $5+ from the refunded amount to "cover" return shipping, without telling me that would occur. So, although the eventual refund and correction of this terrible practice is "satisfactory," the overall business practice is not, and I will leave this experience in a company review for other consumers to know about.
  
  Sincerely,
  
  *************************************

  Business Response

  Date: 10/05/2022

  To Whom It May ********

   

  We have gone ahead and refunded ************************* for the full refund total of $51.36 ($46.01 and $5.35 in two refunded transactions) for Cuyana order S5541614.  This order has been fully refunded in our system. Please let us know if we can further assist with any additional information. 

   

  Thank you,

  Cuyana