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:03/10/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 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:

  UnansweredMore 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.

  Ordered from curated on 2/6/25 and bought Union Force Snowboard Bindings 2025 for $262.93. I returned the item on 2/19/25 because it was not the right size. 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.

  Customer Answer

  Date: 03/04/2025

  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:

  UnansweredMore 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.

  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:

  UnansweredMore 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.

  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:

  UnansweredMore 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.

  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:

  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.

  Received snowboard yesterday. It arrived damaged. Poor packaging by the company. 2 pieces of cardboard around it. Contacted the company immediately...they said they would send a label to send it back. Received nothing from them. The company we found out is going out of business in May or June. I filed a dispute with my credit card company as well. Very difficult to speak to anyone at the company. Still no labels to send it back

  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.
  

  Customer Answer

  Date: 02/27/2025

  Hello,
  
  Yes  the items were refunded. I appreciate all of your help.
  
  Thank you
  
  ******

• Initial Complaint

  Date:01/13/2025

  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.

  I had a great experience on the front end; our expert had what I needed figured out quick.The back end has been an epic disasterThe ski bindings we ordered arrived a mess. The small binding box was put in a much larger box with zero packaging material and thus smashed around for a week of travel and when my son opened the box the binding pieces were everywhere. The bindings also appeared they had been used before.I contacted Curated to return the bindings and they wanted pictures of the bindings and the box. Well, my son had already tossed the big box so we didnt have 100% proof that this had happened. I explained the situation to Curated and stated I simply wanted to return the bindings as their policy allows this without question. Curated simply stopped responding to me. Email after email and no response from them. Ive tried their chat as well. No one will respond to me.Never, ever again will I use this company or recommend them to any of my many ski friends and families I coach.

  Customer Answer

  Date: 02/11/2025

  Resolved

• Initial Complaint

  Date:01/06/2025

  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 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:

  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 purchased my skis back in March 2024. After seeing the new season with a new color, I reached out to my Curator asking if I can do an exchange because I do like the new color more. And my skis are in brand new condition, even the packing plastics around the skis are still there. The team agreed, so I started my return process: I took pictures, and uploaded to the client services, and they issued me the refund label. Since then, there were so many delays and miscommunications. And the process is frustrating. At the beginning, they said they will give me the refund to my credit card once the warehouse receives the return, then they changed to say, it will take 7 business days to process, and I will get the store credits instead of refund. I thought it was OK because I had plenty of time so that I can reorder by using the store credit. However, it was delivered to the warehouse on October 25th, until today, I still haven't heard anything, even I followed more than 10 times, it's been almost 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.

  Customer Answer

  Date: 12/12/2024

  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,
  
  ****** Xuchen Ren

• Initial Complaint

  Date:05/19/2024

  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.

  Curated adviser's advice is not supported by Curated when the advice is skewed to the most profitable products. In my case, once coffee purchases are used they no longer are returnable. Even Flair offers a 30-day return policy. My Flair products were sold by Curated, however, shipped by Flair. I offered to exchange the Eureka Mignon Crono Grinder for a more versatile Fellow Grinder. The Eureka does not grind fine enough for espresso, mainly pour-overs, while the Fellow Ode Brew Grinder Gen 2 (with upgraded SSP MPBrew Burrs) does both. Also, the Turin Sonata Espresso Machine CRM3005H would have been a much better-advised espresso machine. These exchanges/upgrades would result in purchases much more than the $840.36. Return shipping should be covered by Curated due to such poor advice. April, the Curated ******** Service Advisor, had sent me 3 emails separately, indicating that the Eureka Grinder, the Flair Royal Grinder, and the Flair Pro 2 Espresso Hand Machine were eligible for return. 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: 06/02/2024

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

  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
  
  

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