Complaints

This profile includes complaints for Cadence's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Cadence has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Cadence

  3537 36th St Astoria, NY 11106

• 

  Cadence

  24 Cottage Ter Bedford Hills, NY 10507-2210

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:03/28/2025

  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.

  July 3 2024 purchased and never received my order. they asked for $25 plus tax for a preorder of a cosmetic spatula that they never sent out. kept saying delayed and then stopped communication. It has been 10 months

  Customer Answer

  Date: 03/31/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** ******
  
  
  
   
  
  

• Initial Complaint

  Date:01/29/2025

  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 ordered 2 sets of extenders and a name tile unaware Cadence had switched the sizes of their products from when I had initially purchased them. I wanted to exchange them since they will not fit into my existing capsules. I have emailed several times and contacted them on IG but cannot get instructions for how to exchange my items. I would like a prepaid label to exchange my items and a discount on a replacement product for the delay.

  Customer Answer

  Date: 02/28/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Cadence regarding complaint ID ********.
  
  Sincerely,
  
  ***** ****
  

• Initial Complaint

  Date:01/16/2024

  Type:Delivery 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.

  Nov 27, 2023 I made a purchase from Keep Your Cadence for a "Build a System New" of their capsules and paid $212.70 - Order#******. A PDF of the order email confirmation is uploaded. One of the categories of capsules I purchased was a special order color and they indicated it would not ship until Dec 12, 2023 but will be received by Dec 19. On Monday Dec 18 I received an email from the company founder indicating they had a cascade of problems but my order had been processed and was shipping out soon to be received by Dec 24. **** tracking #**************************. Given the problems, she offered a Calendly link to set up time to speak by phone. Upon opening that link no times were available at all. I wrote back to her on Dec 20 letting her know the tracking information link that was provided to me showed only that a label had been created but nothing had been received by the shipping carrier. I did not hear back. On Dec 25 I replied again to her email letting her know the package still hadn't arrived and that it still showed as only a label created. I did not hear back. I emailed her again on Dec 28 letting her know the package did finally arrive on the 27th but that one of the items was the incorrect item. I did not receive a flex extender but instead a separate capsule and another item was not working correctly - the magnetic label comes off if anything is put on top of it. I asked for a prompt response regarding the problems with the order by the 29th. I did not hear back. I emailed on Jan 5, **** and also cc'd a general email address for customer service summarizing the attempts to reach them, the processing delays and the need to get the order corrected. I still have not heard back - it is Jan 12. I'm unable to find a phone number. They only provide messaging via website/email. My emails are attached. I would like 1) the correct flex extender, 2) replacement Petal The 132, and 3) refund of half the cost paid for the delays, lies and lack of response.

  Customer Answer

  Date: 02/09/2024

  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 and the matter has been resolved. Keep your Cadence provided replacements of two pieces that were incorrect/broken, provided the capsule that was missing from the order, gifted me a small capsule and also provided a $50 refund given all the problems.
  
  Sincerely,
  
  ******************* *********
  
  
  
   
  
  

• Initial Complaint

  Date:01/11/2024

  Type:Delivery 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 made a purchase from Cadence through their website keepyourcadence.com on 12/16/23 and immediately received a confirmation of my order for a total of $61. The purchase came with free ***** 2-day shipping and had hoped to receive the package prior to Christmas using their shipping guidelines. Following 12/25/23, no package had been delivered so I went back to my confirmation email, tracked my order number #****** and the website reported that a shipping label had been created with no additional updates. I sent a follow up email on 12/28/23 and received an auto reply that the company was away 12/30-1/1/24 and respond after their return. After not receiving any further response or any changes to my package, I sent follow up emails on 1/2/24 and 1/5/24 without any response of any kind.

  Customer Answer

  Date: 02/05/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Cadence has been resolved.
  

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

  
  Sincerely,
  
  *********************