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Business Profile

Ecommerce

curated.com

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2025

    Type:Product Issues
    Status:
    Unanswered
    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 brought a Ride Orion Snowboard Boots on this website at February *******. I received the package at March ******. The first time I used it is March ******. The lack **** of that boots broke the first day I used it, so I contacted them the next day ask for a fully refund. However they refused to give me a fully refund because they are not accepting return anymore. Maybe because they are going to close the website. They said only give me 15% refund and keep the item. However the whole boots will not able to use because I cant fasten the lace anymore. So I really need ask them for a refund, I can return to the manufacturer as well, but I need them to assist me, not letting customers do their self.

  • Initial Complaint

    Date:03/03/2025

    Type:Product Issues
    Status:
    Unanswered
    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.

    Order #*****-61416. Ordered from curated on 2/6/25 and bought CAPiTA Defenders of Awesome Snowboard 2025 154 cm for $496.68. I returned the item on 2/20/25 because it did not fit me. I checked the tracking and it was delivered to them and waited a couple days to contact. However after calling, emailing and chating through their website, i got no response. It has been a week and still havent heard anything. I just want a refund for my return item. 

    Seeking: $496.68

     

  • Initial Complaint

    Date:03/01/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Curated claims it shipped the two pairs of Outdoor Research mittens I ordered. I never received them. The *** delivery confirmation shows an order from ******* that was delivered the day they claim the order from them was delivered. They tell me theres nothing they can do: they cannot proceed with filing a *** claim and any subsequent steps, as *** has been released from liability for this package; and they refuse to refund me for the purchase price.

  • Initial Complaint

    Date:02/27/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Im reaching out to formally complain about an unresolved return with Curated. Over a month ago, I ordered a Breville espresso machine, which arrived late without any tracking information. I had no idea when or how it would be deliveredit just showed up weeks after I placed my order.When I asked to return it, my request was approved, and I was given a return label. I dropped off the machine at my local *** Store and tracked it to your warehouse. I was told Id receive a refund once it arrived, but despite waiting over a month and following up multiple times, I still havent gotten my money back. Every time I reach out, I get the same response: Weve already sent a follow-up to our warehouse team. At this point, it should not take this long to process a refund.After looking into the company, I saw reports that Curated is shutting down. This makes me concerned that my refund is being delayed on purpose. Frankly, Im beyond frustrated with the lack of customer service. If I had known Id be dealing with weeks of delays and poor communication, I never would have placed this order.I need a clear update on the status of my refund and expect it to be processed immediately. If I dont receive a resolution soon, Ill have no choice but to escalate this further.

  • Initial Complaint

    Date:02/22/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hi,I am reaching out regarding the status of my refund for the following returned orders:Order #*****-10843 (Return Tracking: 1ZB3707G0322693191)Order #*****-82298 (Return Tracking: 1ZF8F5639013169126)Both orders were returned on Thursday, January 30, at 10:27 Aa.m., and I have not received my refund fornearly a month I have rcontactedcustomer service multiple times with no resolution. I have been more than patient , but Ineed immediate action on this matter.The total refund amount due is $5,231.41 ($3,195.49 + $2,035.92).Please update me on the status of my refund and confirm when I can expect the funds to be processed. Thank you,Kerion

  • Initial Complaint

    Date:02/08/2025

    Type:Product Issues
    Status:
    Resolved
    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,

    Yes  the items were refunded. I appreciate all of your help.

    Thank you

    ******

    Business Response

    Date: 02/27/2025

    Hi,

    Thank you for your raising this to our attention.
    Looking on this transaction, the customer has already been refunded for both the items on February 9 and 12. I've attached images as proof.

    Thank you.

  • Initial Complaint

    Date:01/13/2025

    Type:Product Issues
    Status:
    Resolved
    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.
    Resolved

  • Initial Complaint

    Date:01/06/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 ordered a very expensive espresso machine on Monday December 23rd, with an arrival date of Saturday December 28th. It was ordered, sent the tracking information, etc. I was concerned because it looked like it hadnt moved from the very first location. Curated sent me a screenshot and said thats weird it should be there by the 28th. The 28th came and went, I finally had to contact *** about the package not arriving. Theyd confirmed the box was lost or damaged in transit. So I attempted a refund from curatedthey denied it. I told them I was already having to wait longer for another one, I would either like a refund or another espresso machine sent expedited shipping. Again they said I have to wait until *** has completed their investigation about the missing package and then I can receive my purchased item. This is not my fault at all, and I believe I asked for a very fair resolve of either a refund or a machine sent. Ive emailed them yet again about it and have not heard back. Im tired of waiting, I was supported to have my espresso machine, I tried to be patient the first time with them but now they are being unreasonable.

  • Initial Complaint

    Date:11/13/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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,

    ****** Xuchen Renmost 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

    Date: 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.

  • Initial Complaint

    Date:05/19/2024

    Type:Product Issues
    Status:
    Answered
    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: 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,

    ***************************

    . 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

    Date: 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 Answer

    Date: 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,

    ***************************

    Business Response

    Date: 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

curated.com is NOT a BBB Accredited Business.

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