Complaintsforcurated.com

• 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,
  
  ***************

• 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

*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. ↩