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:03/20/2025

  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.

  Ordered 2 pairs of shoes in the end of season sales on Feb 9th. Their *** states they should ship no later than February 15th. After receiving no update for a few weeks I reached out a was told there are carrier issues in showing shipping status. Its now March and after several attempts via both email and text to get an actual update I get the same autogenerated message telling me to check the *** and theres a carrier issue. When I track my order on their site it even says my order is waiting to be processed.

  Business Response

  Date: 03/26/2025

  Hi there,
  
  Thanks for reaching out!
  
  Were so close to shipping your order, but your shoes are currently delayed due to unforeseen transportation circumstances. We are following every movement very closely, and the updated shipping date for your order will be sent via email as soon as we have more information.
  
  Well keep you updated on your pre-order, but feel free to catch us at ***************************** if you have any questionswed love to hear from you!

  Customer Answer

  Date: 03/27/2025

   
  Complaint: 23091012
  
  I am rejecting this response because: this is the 2nd time Ive received that response, nearly a month apart. It does not clarify if it was an issue/delay on the manufacturing end (ie imports) or if the product is even in their possession. As it stands now and based on the responses Ive received there is no indication that the product is even made or in Cariuma warehouses. 
  
  Sincerely,
  
  ******* ******

  Business Response

  Date: 03/28/2025

  Hi *******,
  
  Thank you so much for getting back to us on this. I understand how you've been waiting a while now for your order and I truly apologize for the time. The delay we mentioned is in terms of transportation for the product to our warehouses. We understand that this isn't the experience you've expected and we'd be happy to make things right for you!
  
  If you'd be interested in changing the item on your order to a ready-to-ship item from our catalog in ************************ we'd be happy to help - you can either reach out to us at ***************************** or let us know here so we can reach out; however you'd like to proceed.

  Thank you,

  Customer Answer

  Date: 03/28/2025

   
  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.  Please have Cariuma team reach out via email to me at ***************************
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:01/31/2025

  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 purchased 7 pairs of shoes from Cariuma on January 7, 2025. The order # is CCEC1217696. The shoes were on sale, but there was nothing on the website, in my cart, or in my order confirmation indicating that they were final sale. The website and information on Instagram highlighted their free return policy. When the shoes arrived, several of them did not fit as expected. I tried to return them, but the links did not work, and instead there was a message saying to contact customer service via email or chat on the website. There is no chat on the website. I have emailed several times, as well as contacted the company via Instagram. Their replies have been unsatisfactory and simply repeat that I cannot return the shoes because they were final sale. The issue is that I was not alerted that they were final sale when I bought them. I checked. It is a problem that the company highlights its return policy yet does not highlight when or how items are considered final sale.

  Business Response

  Date: 02/11/2025

  Hi there,
  
  We appreciate the feedback and have added that information to our order confirmation email in addition to all the touchpoints during the purchase experience. I want to make it right and make sure you get the pair you want, so as a one-time exception, Ill grant you a store credit for the same amount of your purchase so that you can order a new pair at our Archive event! As for the no-returns policy, you can keep the original pair and gift them to a friend to have another CARIUMA around your loved ones. Your credit can be found at checkout as a payment method under your account tied to ********************************.
  
  Thank you for your continued support in what we do! If theres anything else you need, dont hesitate to let us know.
  

• Initial Complaint

  Date:01/30/2025

  Type:Delivery 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.

  This site advertises free shipping with no threshold. When you place an order there is a shipping fee. I have tried to resolve this with the company, to no avail

  Business Response

  Date: 02/07/2025

  Hi there *******,

  Thank you for bringing this to our attention! I'm afraid we don't have any messages from you in regards to this and can't find an account or an order tied to your information. We're very sorry for the confusion in terms of the free shipping threshold and would love to make things right for you. Please reach out to ***************************** at your earliest convenience. 

  Feel free to note you're reaching out as per ***** (that's me!) instructions and our team will know what to do. Thank you!

• Initial Complaint

  Date:01/27/2025

  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 a pair of sneakers on January 19th during a sale. I never heard back even though I paid for expedited shipping. On January 24th I sent an email asking for an ***. I was told that when I ordered multiple people ordered and the shoes were sold out so my order was ignored. I was told I would be refunded. I asked if there were other shoes that would be honored for the price. While waiting for a response I noticed they are still selling that shoe and in my size. The agent i spoke to claims it's sold out, and just referred me to their website to look for other shoes to buy. No other help other than refunding.

  Business Response

  Date: 01/28/2025

  Hi *****,

  We understand your frustration and we're very sorry for the experience you had with your order. As we mention, the style you originally ordered is currently out of stock and our team is working on updating the inventory internally since it shouldn't show on the website. If you'd still be interested in purchasing again, we'd be happy to honor the discounted price on a new style that's available on our website.

  Please contact ***************************** if this sounds reasonable to you and ask for Kai. 

  Thank you,

  Customer Answer

  Date: 01/29/2025

   
  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.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:11/04/2024

  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 placed a pre-order July 1, for shoes and paid $95. Order number CCEC1157102.They were supposed to have shipped. I contacted customer service but only received an automated message. There is no info on the website. I would either like my shoes shipped or to get a refund.

  Business Response

  Date: 11/07/2024

  Hi there. Apologies for the late response! We've had an overwhelming response from our community which is always appreciated but it has taken us longer than usual to get to everyone in a timely manner, no worries, I'll do my best to help you! I'm so sorry for the delay with your order! I can confirm that due to a transportation hiccup, the sneakers are slightly delayed but do not worry, they're still scheduled to ship out this week, at the latest on Monday. We'll make sure to notify you with the tracking link once the order is on its way to you. Apologies for any inconvenience this might've caused! Let me know if you need anything else.

• Initial Complaint

  Date:08/08/2024

  Type:Sales and Advertising 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 was a victim of online cybercrime. Ticketmaster was aware that my account information including my email and bank information was compromised but I was unaware on August 1 when a hacker got into my account and made a purchase for ******. I discovered it a few hours later when the money was not in my bank account. The hacker was able to easily accomplish this because my pay pal information was stored in their system from a purchase I made in December. I have reached out to them via their chat, email and calling repeatedly. They have refused to return my money to date and now I am unable to pay bills or take my son to college next week. This is outrageous.

  Business Response

  Date: 08/08/2024

  Hi team,

  It seems like this complaint was mistakenly made to us as we are not Ticketmaster and **************** has expressed in her complaint, that it was directed to Ticketmaster. 

  Let me know if I can help with anything else.

  Kai & Team CARIUMA

• Initial Complaint

  Date:02/21/2024

  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.

  On 7/23/23 I ordered three pair of sneakers from Cariuma online, paying for them using my PayPal account. Two were on backorder. On 8/2/23 the first pair was delivered. I didnt like the fit. I tried to cancel the backordered items online, but was unable to do so. I initiated a return (Return Express Code HRDXWZEE), which was approved, and sent the pair back to Cariuma; and they received it. On or after 9/25/23, I received the two backordered pair. I initiated the returns (Return Express Codes HRA8CEM7 and HRN22M7U), which were approved, and sent both pair back to Cariuma; and they received them.By late January, I hadnt received any of the three refunds (totaling $256.00). On 1/23/24, I sent a polite email to the Care Team at Cariuma, reminding them that I had not received my refunds. After some delay and further emails, they replied that the refund window at PayPal had closed and that they needed my checking account routing number and account number so they could wire me the money. I called PayPal and the representative told me there was no refund window and that Cariuma could refund the money at any time through PayPal as long as they had the email address registered with PayPal. I emailed the Care Team at Cariuma and told them just that. They replied that the refund window at PayPal had closed and again asked for my routing number and account number. I refused to give that info out (which is why I use a third party, secure payment platform) and suggested they just send me a check to the delivery address. They again replied that they needed the checking account info. I again asked them to either refund the money to PayPal or send me a check. The Care Team at Cariuma has now gone silent.Im owed $256.00. They have the shoes. Their website promises free returns for any reason. This is an incident of consumer fraud, and I want my money back.

• Initial Complaint

  Date:01/29/2024

  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 had purchased two pair of Cariuma sneakers (one white, one blue). I returned both pair using Happy Returns at a local Staples store. This was in June of last year. No refund received. Recently I went back *********************. Their records indicate the return was made and I was told to contact Pay Pal to see if funds were in an account there. Answer NO.I'd done a Cariuma return to a different Staples store before and received a refund. I've tried reaching out to Cariuma on more than one occasion since last fall and have not heard anything back at all. Please help.

• Initial Complaint

  Date:03/09/2023

  Type:Order 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 have attempted multiple times to unsubscribe from Cariumas marketing emails (which I never signed up for in the first place) and I continue to be barraged by emails.

• Initial Complaint

  Date:12/29/2022

  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 have unsubscribed from their emails multiple times over the past few months but still receive them. Their unsubscribe button never gives the confirmation of being unsubscribed.

  Business Response

  Date: 01/05/2023

  Business Response /* (1000, 5, 2023/01/04) */ User was unsubscribed from our platforms on January 3, 2022 Consumer Response /* (2000, 8, 2023/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I haven't received an email from them in a couple of days so hopefully I have been unsubscribed.