Business Profile

Wholesale Small Appliances

Curtis International Ltd

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Curtis International Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

347 total complaints in the last 3 years.
89 complaints closed in the last 12 months.

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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:07/11/2024
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.
Filed claim Oct 4 2024 nugget ice maker purchased2/19/24 had quit working. Had to send pics thrn resend them finally on oct 8 tokd willget a unit 2-3 weeks afteri retirnbad unit-costing $85 vua ****. Thry then told me Fiekd Destroy send more oics which I did. So Oct 8 th ws 2-3 weeks to grt replacement unit. ThenOct 11 and Oct 18 got emdika “2-3” weeks as claim still being processed. Well miw imstill waitingsnd they tell me dont contact thrm theyll contact me. Thus unit is branded ********** ofcourse buying online have no way to know that Curtis International the warrantor. I use this daily now out the machine the purchase price and buying ice at $4 day. Im complying with their demands but getting the runaround.
Business Response
Date: 19/11/2024
We are happy to say that a replacement unit was sent to the consumer on November 13, 2024. An email with tracking information was sent to the consumer on November 14, 2024 (*** ********). ***** delivered the unit on November 17, 2024.
We apologize for the inconvenience.
Initial Complaint
Date:31/10/2024
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.
Regards a ********** *********** refer. Initially questions with water condensation. I provided the required info; seemingly resolved.
Currently they will not provide the proper way to reverse the doors. Manual says to tilt or lay refer on its back. This is never supposed to be done to refers. I've had multiple correspondence stating this but they continue to make excuses.
I need detailed instructions, preferably a video link showing the proper way
Business Response
Date: 31/10/2024
We have endeavoured to assist the consumer with their questions (*** ******** ******). Page 10 of the user manual (********) provides detailed instructions (including diagrams)on how to reverse the doors.
The directions do indicate that the consumer MAY tilt or lay the unit down when removing and/or attaching the bottom hinge of the refrigerator door. It is ok to tilt and/or lay down a refrigerator however it is recommended to let it stand upright for 4 hours before plugging it in. All major appliances like fridges and stoves are tilted in transportation, therefore on page 6 of the manual under installation instructions the consumer is instructed to let the unit stand upright for approximately 4 hours before connecting to a power source.
Unfortunately videos are not available.

Customer Answer
Date: 31/10/2024

Complaint: ********

I am rejecting this response because: Even with a magnifying glass the parts in the diagram are not readable.
And, why do ice droplets form on the inside of the refer back wall.

Sincerely,

******* *****
Business Response
Date: 05/11/2024
Mr ***** we are very sorry if you are unhappy with your purchase. With the PDF manual copy you can click on the little box at the top and expand the page to make it easier to read. I have attached a **** document with photos of the page and I highlighted where you can click to expand it.
Unfortunately this is the best that we have to offer at this time.
Customer Answer
Date: 06/11/2024

Complaint: ********

I am rejecting this response because:
That cannot be enlarged using my version of ****. It does not have those symbols.
Additionally, it seems the parts mentioned in the diagram are not reversible and that extra parts are necessary but were not included with the unit.
Also, why does water bead up on the back inside of the refrigerator compartment

Sincerely,

******* *****
Business Response
Date: 12/11/2024
Once again we are sorry if your purchase does not meet your expectations. We have enlarged the door reversal instructions and we have attached for your convenience. If this does not meet your needs may we suggest that you return the unit to the place of purchase for a refund or exchange. The unit is not defective and is functioning as intended, therefore this is not a warranty issue.
Initial Complaint
Date:07/10/2024
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.
Purchased ********** artisanal sphere-shaped ice maker in April 2024. I have been in contact with the company since June with no resolution. I was advised that I would receive a refund and then I received a replacement unit that had the same problem as the first until I purchased it. I emailed them advising of this faulty machine and they want me to go through all the steps again. They are fully aware of the faulty machine.
Business Response
Date: 07/10/2024
Before we can issue a refund we have to validate the claim, which requires videos showing the defect. The unit will then have to be field destroyed and once we receive all of the the necessary photos we will proceed.
Customer Answer
Date: 07/10/2024

Complaint: ********

I am rejecting this response because: this is the second unit they have sent me and this is a stall tactic because I have sent videos & pictures for both broken units.. Video won't upload

Sincerely,

****** ****
Customer Answer
Date: 11/10/2024
Another stall tactic. They told me a check was cut but then sent me another machine with the same problem. Now the stall tactic that I did not cut the cord closer
Business Response
Date: 11/10/2024
We apologize, there is no intent to drag this on, We have processes in place to authentic claims. We require the units to be returned to us or destroyed in order to prevent the unit from being repaired and reused. Cutting the cord close to the unit prevents someone from repairing the cord in future. We have reviewed the photo and have decided to accept them as is. We have already emailed the consumer our decision.
Customer Answer
Date: 29/10/2024

Complaint: ********

I am rejecting this response because: they have not sent a working unit or refund

Sincerely,

****** ****
Business Response
Date: 08/11/2024
We are happy to say that a refund cheque was mailed to the consumer on November 7, 2024. The consumer was informed by email (*** ********). We sincerely apologize for the inconvenience.
Initial Complaint
Date:24/09/2024
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 opened a warranty claim with Curtis International for a malfunctioning nugget ice machine on June 18, 2024. As of now, despite my warranty claim being approved, I have neither a replacement product nor a refund. Curtis International has used several excuses to delay my warranty claim. One example is them claiming that my support ticket was migrated to a different system and therefore would require additional time. They also asked me to ship the ice maker back to them at my expense, which would cost nearly as much as the appliance costs. On August 23, 2024, they finally told me that they no longer required shipment of the defective unit and I could "field destroy" it instead. This involved removing the label with model and serial number, cutting off the power cord, and writing the claim number in permanent marker on the appliance. I did as requested, and I was asked to cut the power cord off even more (basically completely, although I had already cut off more than was shown in the example documentation). I complied and sent them further photographic evidence. They then requested that I send them another picture of the label but with it destroyed more. I did that as well within the same day (August 28), and their response was, "This is to acknowledge that we have successfully received the package and all the necessary information.

We are pleased to inform you that after a thorough evaluation of your case, a request for replacement is now being processed. In the event that a replacement unit is not available, a refund cheque may be issued. You will receive a follow-up email with an update within the processing timeframe.

The standard processing time is as follows:
· For Replacement: 2 to 3 weeks
"

I contacted them September 18 and again September 20, and they still have not given me any information regarding a refund or replacement, in spite of their warranty policy. Curtis International has numerous supporting documentation from me already.
Business Response
Date: 24/09/2024
We understand the consumer's frustration and we are doing
our best to streamline and improve our processes. It is necessary to receive
the photos and information as accurately as possible for our records.

Photos of the model and serial number stickers, receipt are
required to prevent fraudulent claims. Photos and videos of the unit allow us
to diagnose the issue and offer troubleshooting tips.

Once a claim is approved, we then need to determine the best
resolution (replacement or refund). We have already sent the shipment request
to the warehouse for this claim, we anticipate it will ship this week and we
will send the tracking information as soon as it is available.
Customer Answer
Date: 24/09/2024

Complaint: ********

I am rejecting this response because:
I have already waited too long. The warranty policy states 2-3 weeks and I have been with this much longer than that. I was told yesterday that I was being sent to the accounting department for a refund. This is just more stalling on the part of Curtis International.

Sincerely,

******* ******
Business Response
Date: 25/09/2024
Once again we understand and apologize for the inconvenience, the warranty states that we will replace the unit which we are honouring. The warehouse has prepared the unit for shipping.
Customer Answer
Date: 26/09/2024

Complaint: ********

I am rejecting this response because:
I have been waiting almost a month and still don't have a tracking number or proof of shipment, just more delays. Today is Thursday and the week is nearly over. I have waited longer than the warranty agreement states, and at this point, I just want a refund so I can buy a different product that isn't serviced by Curtis International.

Sincerely,

******* ******
Business Response
Date: 26/09/2024
The tracking # for the ice maker is ************, ***** ground. The consumer should wait until Monday before they attempt to track the shipment. We ship full truck loads to ***** and it takes time for them to break down the pallets and scan the individual items.
Customer Answer
Date: 27/09/2024

Complaint: ********

I am rejecting this response because:
As I have already stated, it has been at least month now since the warranty claim was approved, and Curtis International still has not shipped anything to me. I have been without the appliance for over a month now, and all Curtis International has given me is a ***** tracking number that doesn't work. The warranty policy states 2-3 weeks for a replacement and it is well past that now.
I just want my money back at this point. I will file a claim against Curtis International in small claims Court for failing to adhere to their own warranty agreement, if necessary.

Sincerely,

******* ******
Business Response
Date: 27/09/2024
Our decision is final, we have sent the replacement unit.
Customer Answer
Date: 01/10/2024

Complaint: ********

I am rejecting this response because:
Your warranty policy clearly states 2-3 weeks, but you do not follow that. You arbitrarily pick and choose which policies you uphold and have no regard for the consumer or reaching a timely resolution. You have lost a customer for life, over arbitrarily (and very slowly) adhering to a warranty on an ice machine, and only after much inconvenience on my end. It's obvious why your company is so poorly rated when I search for it. There will be further complaints. My decision is final.

Sincerely,

******* ******
Customer Answer
Date: 03/10/2024
Shipment has been received, after a lengthy delay well outside the terms of the warranty. I requested a refund and a replacement was (very slowly) sent instead.
Initial Complaint
Date:01/03/2024
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.
May 2023 purchased ******** ***** upright freezer from ******. December 2023 freezer began leaking. Attempted to return to ****** and was advised it was outside of their return window for appliances. Contacted Curtis International on 1/2/24 for warranty claim and advised that I would hear back with a resolution within 3-5 days. Called today 2/29 and was told my claim would be forwarded to internal team. I advised them that it was forwarded to the internal team on 2/8 and on 2/14 the internal team responded and said the leak was condensation. I have a PhD. I know the difference between a leak & condensation! They won’t transfer me to speak to a supervisor. I’ve provided all of the documentation that they requested- Proof of purchase, photos, videos etc. They say I can’t discard item until they say so. So I have a freezer that I can’t use because as soon as it’s plugged in it leaks all over! I feel like they are trying to let the warranty period expire and then tell me I’m out of luck. I just want my money back so I can discard this freezer!
Business Response
Date: 07/03/2024
Curtis International stands by our decision to deny this claim. ****** *** ******** *********.
Initial Complaint
Date:01/03/2024
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.
I am having trouble with an ice maker from Curtis International. I purchased the unit in July from **** ****. I did buy the extended warranty. My unit broke and I have been in email contact with the company. After multiple emails and pictures I paid to return the unit to them. They received it on 2/16/24. They told me 3-5 days. I still do not have an answer from them. They are telling me to be patient. I don’t have patience any more. Every time I call and ask to speak to a manager I get put on hold and no one answers!!
I sent an email prior to this one but did not include my case number. It is #**************.
Thank you, ***** * *******
Business Response
Date: 25/03/2024
A replacement unit was shipped to the consumer, ***** Ground on March 22, 2024. We apologize for the inconvenience.
The consumer will receive an email update shortly with tracking information
Customer Answer
Date: 03/04/2024

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
Date:29/02/2024
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 February 6th 2024 I purchased an RCA TV DVD combo from ******* ****** online they shipped me out of defective TV knowing that they wouldn't have to cover it since they went into receivership the following day. So they will not cover the warranty. Therefore I emailed RCA give them all the information that they requested only for them to turn around and say that that wasn't when they're regular retailer so they're not going to honor a warranty on their product. A product that they manufactured with a year's warranty and they will not honor it. ** * ****** ******* * ** *** ** ** ******* ****** *** ** *** *********. I would like to know if you can help me get my TV fixed under warranty. Curtis International Ltd is who communicated with me.

Thank You

**** ********
Business Response
Date: 01/03/2024
Curtis does not sell our product to ******* ******, they sell sell used and reconditioned product. We have reviewed the photos provided by the consumer and based on the serial number and other identifiers on the unit this was a refurbished item and therefore not covered under warranty.
Customer Answer
Date: 01/03/2024

Complaint: 21363070

I am rejecting this response because:
I feel with a year warranty on this product by RCA they should honor it plain and simple weather ******* ****** had it repaired refurbished or whatever it's not fixed proper a new TV from RCA has a one-year warranty on it sometimes 2 years depending so they should still honor the warranty from the manufacturer plain and simple it's their product and if they're making such a good product why was it defective in the first place that ******* ****** had to refurbish it and it's still not fixed proper they should stand behind their product and they're not standing behind it there is a one year warranty at least on this product from the factory and this is what I'm complaining about they should repair it I'm not asking for them to give me my money back or replace it all I'm asking is they repair it under the warranty

Sincerely,

**** ********
Initial Complaint
Date:22/02/2024
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.
I attended a live and silent auction for the **** in my home city on November 28th 2023 where I bid on and won a ********** Air fryer for $80.00 plus $2.90 in credit card charges. the item was brand bnew in a sealed box.

As this was an auction, there was no original reciept for the item and as such I do not know where it was originally purchased.

Fast forward to february 2024, and the fryer tray and drawer are starting to lose the non stick coating, ( ******** ********) as the coating is coming off, the drawer and main tray are starting to rust, making this 3 month old ********** product un usable due to health concerns.

In the manual there was clear instructions on how to process a warranty claim, i followed the instructions and recieved a message back that as it was not purchased by me at a authorized Distributor, Curtis would not honor the warranty.

This product is only 3 months old, this type of claim should be easy. 3 months and the air fryer has started to fail nd is completly unusable.
Business Response
Date: 28/02/2024
We have reviewed the claim and the information provided, we have determined that we will move forward with the claim. We have reached out to the consumer with next steps,

Customer Answer
Date: 04/03/2024

Complaint: ********

As of March 4th 2024, the company has not reached out with next steps., I have checked my email, as well as the Warranty web site, no messages in Either.

Sincerely,

*** *********
Business Response
Date: 07/03/2024
Our apologies, direction was given to contact the consumer and unfortunately there was no follow up. The consumer was contacted yesterday,
Initial Complaint
Date:21/02/2024
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.
2 months ago I began an attempt to warranty an ice maker that failed after only a few months of use. I sent in the requested documentation and photos and was told the photos were hard to see. I sent in more photos and they asked for more information I had already sent in so I sent the information again. They suggested I go through ****** to return it, I told them it was out of the return period. They came back and said the color doesn't match the receipt, I let them know that ****** sent the wrong color. Now they want me to box it up and pay the shipping to have it sent to them. I have already wasted more of my time than the ice maker cost, which is obviously the tactic. Make it so difficult to return a defective product that the customer gives up. Why should a customer have to pay shipping to warranty an item that is well within the warranty period? ****** ************* ** * ****** ******* **** ****** **** ******** *** * ********* ******** *******
Business Response
Date: 21/02/2024
While we understand the consumer's frustration, we have already reached out to the consumer via email to offer options for us to proceed with the claim. We have attempted to reach out to the consumer via phone as well but as of yet we have been unsuccessful.
Customer Answer
Date: 05/03/2024

Complaint: ********

I am rejecting this response because: Curtis continues to create a warranty situation that appears to be designed to frustrate the customer into giving up. Only after I submitted a complaint to the Better Business Bureau did they change their warranty process to not require me to send them back the ice maker at my own expense. Now that the "field destroy" process is complete on my end, they reserve the right to send me a replacement or a refund, and they won't tell me which it is. I have to wait 4-6 weeks to see what they decide. Meanwhile I have a broken ice maker sitting in my small house until they make a decision. Additionally, I have a back injury which I need to ice and have been without ice for going on 3 months. This is a ridiculously slow and unnecessarily frustrating process to replace a poorly made ice maker that only worked for a few months. I will NEVER buy a product made by Curtis Intl. again.

Sincerely,

***** ***********
Business Response
Date: 07/03/2024
We understand the urgency and we are doing our best to communicate the timeline for processing claims.
For replacements - the timeline for you to receive a replacement unit is approximately 2 weeks. We only ship once per week and depending on the date the request to ship is made the unit may not ship until the following week. All replacements are shipped via ***** ground
For refunds - the timeline is 4-6 weeks to receive the refund cheque, cheques are processed weekly and depending on the day the refund requisition is sent the cheque may not be sent out until the following week. All cheques are sent regular mail.
The first option is to replace the unit, however we are not able to confirm availability of a replacement until the request for replacement is sent to the warehouse. We will notify the consumer either when the replacement has been shipped or the refund cheque has been issued.
We have submitted the request for replacement to the warehouse and we are currently waiting on confirmation.
Initial Complaint
Date:13/02/2024
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 bought a brand new ********** Ice Maker off of **** on 23 December 2023. Within four weeks, it stopped working on 17 January 2024.

I contacted Curtis International and their representative took the initial complaint and asked for photos of the unit and pictures of receipt / bill of sale.

Today, 12 February 2024, I received an email from Curtis International indicating that ****.is not a recognized vendor, so at their sole discretion, they are voiding the manufacturers warranty. So, a world-wide company that has been around for 29 years, trades on ****** and has market capitalization of $22.5 billion dollars is not a recognized vendor

If the ice maker was bought brand new in a box, then why does not matter if I bought it at **** or **** ***. Its still brand new and the **** listing said as much.
Business Response
Date: 13/02/2024
Hello, we stand by our decision, we acknowledge that **** is a reputable company however the item was sold through a third party seller. Curtis International did not sell our products directly to the seller, which means the consumer purchased overstock or returns from another vendor therefore we are unable verify the purchase history.

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Curtis International Ltd is NOT a BBB Accredited Business.