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:11/15/2023

  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.

  We ordered a pair of boots which advertised a 45-day return policy, but the boots do not fit, and their phone number does not work, and their email does not work, and their return page does not work. ********************************************************************

  Business Response

  Date: 11/21/2023

  Thank you for contacting us and we apologize for your experience.  We have taken every effort to make this right by you.  As of today, an RMA has been created on 11/18.  Please do not hesitate to reach out to us at ************ via phone or text or you can chat with us to see the status of your return.  
  
  Again, thank you for your patience and we appreciate the opportunity to make it right. 

  Customer Answer

  Date: 11/21/2023

   
  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. 

  It is unfortunate that the first few times I tried to contact the company, neither their phone number or email address were working.  It seemed like they had been removed, so when I read bad reviews, I became very concerned.

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

• Initial Complaint

  Date:12/15/2022

  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.

  25Aug22-******-Product (shoes) ordered. Order Number 1824463614.22Sep22-******-Product (shoes) returned. Return Authorization ******, ***** Tracking **********************, signed for by TMeller at 2:30 pm.19Oct22-******-Requested status of refund.23Oct22-******-Request status/refund via Instagram.25Oct22-Kuru-Apologized for delay in response. Alleges refund 13Oct22, my bank canceled the transaction. My bank has no record of transaction attempt. Kuru offers to refund via PayPal or check. Asks for PayPal email address, per Brae.29Oct22-******-Replies with PayPal email address.02Nov22-Kuru-Email apologizing for delay, making system better for customers. (Not true).02Nov22-Kuru-Email to apologize for delay, refund now processing (PayPal) and can take up to 14 days, per *******************08Nov22-******-Makes request, via PayPal to Kuru for refund. PayPal transaction ID ************************************, $165.00 16Nov22-Kuru-Apologizing for the delay, asks to pay in physical check, makes more excuses for poor service and slow refund, per ***********16Nov22-******-Provides physical address, requests Certified Check.23Nov22-******-Emails again, requesting refund, shows following through on Kuru requests for PayPal, physical address.23Nov22-Kuru-Apologies for delay, trying to get better understanding why the refund is delayed, per Asia.30Nov22-Apologizing for the delay, reached out to finance and the check will be processed by the end of the week, per *************30Nov22-******-Requesting refund, **************/bullying by apologizing but not refunding.30Nov22-Kuru-Assures check will go out be the end of the week, per *************** OF 12/15/2022, NO REFUND.

  Business Response

  Date: 12/20/2022

  ******,

  I have researched your order and account and can't believe this didn't get handled quicker.  We failed you and I apologize.  I have contacted my accounting department to issue you a refund immediately.  We pride ourselves in providing 100% anticipatory customer experiences and sometimes it takes a fail to achieve that.  Unfortunately, this had to happen with you.  I will be sure to follow up with you to ensure you receive your refund check.  I know we offered a paypal refund and that was not something that was acceptable, no problem, a check will be mailed by the end of this week and you should receive it within **** business days or as long as as the **** mail service takes.  Thank you for your patience.

  Customer Answer

  Date: 12/26/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by Kuru in reference to complaint ID ********, and find that this resolution is satisfactory to me if they follow through. They have a long history of apologies and failed action. However, I want to make the following comments. It is stunning the response from Kuru to the BBB contained blatantly false infomation. Kuru absolutely lied to you, the BBB. It is true that they offered to refund the amount via PayPal in an email dated 10/25/2022. What they fail to address is that I accepted this request and provided my PayPal account information on 10/29/2022. And, in fact, I attempted to assist **** in the PayPal process by submitting a request, via PayPal on 11/08/2022. Yet, with providing my account information and later submitting a request for payment through PayPal, I still was not refunded the money due. The copies of the email exchanges between Kuru and myself are available to the BBB in my detailed complaint submission. This response to the BBB from Kuru is dated 12/20/2022. As I write this email, it has now been 7 days since **** stated they would refund the money due. Still, no payment received.

  In a time of economic challenge to many Americans, I find this company is blatantly taking advantage of people for financial gain. This, to me is theft. If I held another persons money and refused to return it, I could be prosecuted for theft. This is theft, plain and simple.

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