We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Online Retailer

CultureFly LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 7 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/04/2025

    Type:Delivery 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.
    Ordered Pusheen subscription box for Christmas. I was promised during order that I could cancel at any time.******************************************************************* says "How do I cancel my subscription?"Were so sorry to see you go! If you would like to cancel your subscription, log in with the My Account icon > then Manage Subscriptions > Click Edit on the plan you want to cancel > Then, scroll to the bottom of the page, and hit Cancel Subscription."And "How do I set up an account? "If you are new to Pusheen Box, you will need to only enter your email address on the checkout page. You will receive an email asking you to activate your account. This will help you manage your subscription. If you do not activate your account, you will be unable to edit your subscription." I never got email after checkout. I checked Promotions and Spam. I emailed ********************** and after a month of emails they insisted that "We can confirm that your account was successfully activated on November 29, 2024. However, it appears that you did not subscribe to Pusheen, which is why you have not received any related emails. Also, your purchase was made through an online store rather than our official store, which means it was a one-time order and not a subscription. Please note that only subscribers have access to an account." And "Please be advised that you have placed an order with us with one time order. If you did not sign up for a subscription, please rest assured that the system will not charge you for any future boxes. "To confirm that no charges will occur, you can reach out to us in March regarding the billing date for the spring box. "If you wish to continue receiving seasonal boxes, we recommend signing up for a subscription and placing your order again." I was charged again in March, so I did have a subscription. I reached out to them again but they will still not fix the issue where customers do not receive emails to cancel accounts.

    Customer Answer

    Date: 03/29/2025

    Better Business Bureau:

    At this time, I have not been contacted by CultureFly LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/27/2025

    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.
    I placed an order with this company at the beginning of November. Since then I have received NO product, and all emails seem to be giving me the run-around. I was provided with now TWO fake tracking numbers that according to the post office themselves, do not belong to any packages to me, near me, or even from this company. The order on the site still says unfulfilled, while they are trying to claim it was delivered. Again, after contacting the post office, they have confirmed that no such thing occurred, and I was (and I quote) unfortunately, probably getting scammed. There is no phone number to contact this business, so the endless string of emails that lead nowhere is the only option. I wanted this order fulfilled, but Im so fed up, at this point, I would be content with getting my money back, and spreading the word on this horrible scam company.

  • Initial Complaint

    Date:01/14/2025

    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.
    I received a gift for Christmas from Culturefly. The mug states to be dishwasher safe. After washing it one time in the dishwasher, the designs chipped/peeled off. I contacted to company to remedy this as it's false advertisement and would like it replaced. ***** was the customer service agent. They refused to help me with my complaint since I was not the purchaser/did not have an order number.

    Customer Answer

    Date: 02/11/2025

    At this time, I have been contacted directly by CultureFly LLC regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

    Even though they are the manufacturer, they said I have to go through the distributor. However, it was a Christmas gift. Ultimately, culturefly labeled the mug as dishwasher safe even though it is not. They are responsible for the false advertisement. 

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

  • Initial Complaint

    Date:12/26/2024

    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.
    On December 17, 2024 I received shipping confirmation for an order I placed. It was expected to be delivered via ontrac/leadership on December 19, 2024 at which time the delivery updates stopped. I reached out to ontrac/lasership on December 23 and was I formed to contact the shipper. I did just that. The response I received was to simply keep an eye on the tracking. It is now Christmas Eve, December 24, 2024 and the item has moved to a further away location and has no expected delivery date. I'd like a refund as this was a Christmas gift and I've received no support with contacting ontrac/lasership for help.

    Customer Answer

    Date: 01/20/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding CultureFly LLC has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:08/08/2024

    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.
    I purchased a ***** brother princess ***** collectors pack from culturefly on August 1, 2024 - it included a mini backpack, cup, socks, pin, etc. This was a replacement because our cat broke our daughter's cup from the original collectors box, we purchased from Target previously at Christmas time. I spent more money for a knock off product. Cheap, printing is off, color is dull, the lid won't fit on the cup, it's a mess! My daughter is beyond disappointed, and I feel duped.

  • Initial Complaint

    Date:06/18/2024

    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.
    I ordered on May 17th and havent received my package. The tracking number given hasnt been updated since May 29th. I emailed them a week ago and was told to wait for the tracking information to be updated. It has not been updated since.

  • Initial Complaint

    Date:06/11/2024

    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 was charged twice for the same subscription box. I asked for a refund the day of the second erroneous charge. I did not receive a reply for days. Days later the response was that I could not get a refund because they had printed labels. The boxes are not due to be shipped for at least another month. There is plenty of time to issue a refund for an erroneous charge. This follows on the heel of my other complaint wherein the previous box was delayed for months and when it finally arrived, it was the wrong size. I need a replacement for that but have not been given a target date. This is a company I genuinely liked and I am now beyond frustrated and disappointed in their lack of customer service. I want a refund of the erroneous second box. $66.14.

    Customer Answer

    Date: 07/08/2024

    Better Business Bureau:

    At this time, I have not been contacted by CultureFly LLC regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:06/04/2024

    Type:Delivery 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 placed an order for a subscription type gift box from CultureFly. I have purchased items from them before and was previously a happy customer. In this case, not so much. I ordered the box with size 3xl specified for any clothing items. in early March. It was delayed for nearly 3 months. The only notification I received was if I reached out to ask what was happening. I didnt get a straight answer re: when the box would be shipped, just that they had too many orders to fill. I finally received the box today and it contains a large shirt instead of 3xl. Obviously I cannot use a large. I am so frustrated at this point. I paid good $$ for this and waited 3 months and now I cant even wear the shirt. I just want a replacement 3xl shirt. I would rather not have to ship the entire box back because who knows if Id ever get a new box at this point. The other items on the box are fine. Its just the shirt thats not useable. I paid $66.14 for the box but the shirt is one of several items so note sure how much it would cost separately. Probably over $20 since its long-sleeved.

  • Initial Complaint

    Date:05/01/2024

    Type:Delivery 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.
    On January 7th I placed an order ar culturefly.com. at the time they said the order will ship April 2024. There is only one day left in April, it has not shipped yet and they are not responding to any of my emails.

  • Initial Complaint

    Date:07/18/2023

    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.
    I cancelled my subscription and notified the company. Got confirmation of the cancellation. I was charged for a whole year, I have not received any products from this company at all. I reached out to them to inquire about a refund and all they told me was to ship back the box. However I never even received a box!!!! They then told me I would get a partial refund for the remaining subscription, I have emailed numerous times to follow up on this and no response. I have attempted to call the phone number associated with the company and nobody answers. Interesting that the phone associated with the company is a *** number but the company is CA???? This seems like a scam!!! Please help.

CultureFly LLC is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.