Complaints

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

close

Find a Location

Curology has 5 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

• 

  Curology

  5717 Pacific Center Blvd Ste 200 San Diego, CA 92121-4250

  
• 

  Curology

  4747 Viewridge Ave Ste 200 San Diego, CA 92123-1688

  
• 

  Curology

  9525 Towne Center Dr 150 San Diego, CA 92121-2066

  
• 

  Curology

  6020 Cornerstone Ct W Ste 340 San Diego, CA 92121-3729

  
• 

  Curology

  369 Hayes St San Francisco, CA 94102-4420

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:09/23/2024

  Type:Billing 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 had a curology susbscription for a month or so. My account was there and I was recieving emails. Suddenly I stopped getting emails. I wanted to cancel my subscription and when I tried to log into my account, I was sent to the skin care rountine check out and reasked all the same questions that they asked when I first signed up. My account is gone and has no active subscription but I was charged last $105.82 from curology last night and I received no confirmation email. This is actually horribly user friendly. I will never use ********************** again and if not fixed, will raise the issue to my bank.

  

  Business Response

  Date: 09/26/2024

  Hi ****** - thanks for reaching out. I've reviewed your history with us & it appears that you were using the wrong email to login. Sorry for the confusion there. I see our team was able to confirm this for you & help to cancel your account per your request. If you have any further questions, our team is happy to help! Feel free to respond to our previous thread, or email us anytime at: **********************************************************. 

• Initial Complaint

  Date:09/19/2024

  Type:Order 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 company is a complete scam. They will charge your card on file whenever they feel like, as many times as they feel like. You will never get to speak to a real person. Good luck getting anything other than a bot response. Less than 24 hours after they illegally charged my card AND claim its shipped & there is nothing they can do. Send me the tracking only to prove its a lie, this item hasnt been picked up from them. Still no refund. DO NOT FALL FOR THE SUBSCRIPTION SCAM. Plenty of reputable companies dont lock you in and steal your hard earned money

  

  Business Response

  Date: 09/26/2024

  I'm sorry to hear there was confusion around your subscription & that you had trouble contacting our team. I can confirm I see our team was able to reach out. If you aren't seeing those messages on your end, please let us know. Shipments are sent every 60 days & that date is available anytime via your orders page. You can also adjust that date as needed at anytime up until the day prior to that scheduled date. Once an order processes it can no longer be cancelled. Additionally tracking may take up to 48 hours to update once it has been picked up by our fulfillment partners. If you are no longer interested in continuing with your subscription, you can cancel, anytime. The option is available on the Payment Page of your account, or, you can contact our team directly, anytime. I've asked our team to follow up with you via email to help address any remaining questions you may have. Feel free to contact us directly & we'll be happy to help.

• Initial Complaint

  Date:09/10/2024

  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.

  they used to provide pre-shipment notifications prior to charging and mailing you your products. They silently removed this feature in October 2021. So you only get notified once products have shipped and you have been charged. I contacted them today and they stated you could not enable pre-shipment notifications unless you contact them directly - which had never been the case and no notifications of this was ever presented. The result of this being I was shipped and charged for products sooner than I wanted and could not be notified nor could i go in and schedule in advanced, multiple shipments. in the attached email exchange they lie and say preshipment notifications were not a feature before and then back track and acknowledge there was a "disruption" but it was clearly intentional. This business practice is intentionally deceptive in order to discretely get more money from customers.

  Customer Answer

  Date: 09/26/2024

  Not satisfied. Does not address issue

• Initial Complaint

  Date:08/20/2024

  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.

  I recently ordered a trial size kit and was automatically enrolled into a subscription program. I was not even done with the kit when they sent me a notice of shipment of a new kit. Here are my 3 issues with this company: 1- They never sent me a notice before the shipment, allowing me to skip or even cancel, like most companies with subscription based services do. I questioned customer service about it, and they said they never sent me the alert due to messaging rates. And because of that, this shipment is going to cost me just under $100, which is my next issue.2 - The price of the subscription was never disclosed. How can I agree to a subscription without knowing the cost?3 - Not an option to cancel subscription on my account. I was actually waiting for them to message me about renewal options so that I could make a decision concerning subscription. Had I been alerted about an upcoming charge and missed the deadline, that would be on me. But not only I was not alerted, I was also not informed of the price, nor given a chance to change or customize my order...nothing of the sort.I have other subscription services, this company lacks transparency on purpose.

  

  Business Response

  Date: 08/23/2024

  Thank you for reaching out. I'm sorry to hear you were surprised by your shipment. Please know that you are shown the full price of your next shipment when you agree to activate your subscription. The date of your first shipment is set for 30 days after your trial shipment is sent, which can be viewed anytime after your trial ships via your account on the 'Orders' page. This page also includes the total invoice you can expect & allows you to adjust the items in your box, anytime. You can also make changes to that date up 1 full day prior to ensure it ships only when you're ready for it.  The option to cancel is also always available via the Payment Page of your account, or by contacting our team directly via SMS, Email or Chat. I can confirm your account has been cancelled going forward. If you have any additional questions, please reach out to our team, anytime.

  Customer Answer

  Date: 08/23/2024

  This response does not make sense at all. Whenever I checked my account, I have never seen the price for any product, nor options to cancel subscription. I wasn't even fully aware this was a subscription. I knew Curology is a subscription based service, but I assumed I would receive an email with price options, customization, how often to ship, etc.

  However, my main complaint really is that there were no alerts prior to shipment, not by text message nor by email. Had I received an alert, I would have been able to plan accordingly. You can text and email me for other reasons, but not to me alert of my first shipping? Specially since it is a substantial amount, we are not talking $20 or $30. There are reports of people going on overdraft because of this.

  Had you sent me an alert and I failed to act on it, I would accept my fault, but this feels very dishonest to me.

  It is also important to note that I am not the only one in this situation, many customers have complained about the exact same thing, yet, this is still happening.

   

  

  Business Response

  Date: 08/26/2024

  Thank you for your feedback. We do not send pre-shipment email alerts, however we do ensure the date of your next shipment is always available on your account under the "Orders" page. Shipments are automatically scheduled every 60 days. The option to cancel is also always available via the "Payment" page. I appreciate you sharing your experience and will be sure to escalate this to our team. 

• Initial Complaint

  Date:08/16/2024

  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.

  Curology is a predatory company with no regard for it's customers. Their products and services have absolutely plummeted in quality despite the prices being raised 3 times in the past year. After two years as a loyal customer, I cancelled my subscription when the cost was raised to nearly $90 for a two month supply, which started at $59 for me, without any offer to grandfather in the cost for existing customers. The packaging had become increasingly cheaper and flimsier with each refill, and often the stem would separate from the pump inside of the bottle, and I would have to scoop it out or tap it into my hands. This is also incredibly unhygienic when using prescription products. I recently started using my last bottle of Curology and upon tapping product into my hands found several chunks of glass mixed into the cream. Had I not been paying attention and just rubbed this into my face, I would have experienced severe injuries and probably scarring. I have pictures of the glass but I am not able to upload them for some reason, but I sent them to Curology before making this report and didn't receive a reply. Don't EVER trust this brand for ANY reason regarding your skincare needs.

  

  Business Response

  Date: 08/23/2024

  I see you have an ongoing conversation open with our team, who is working to address your concerns. If you have any additional questions, please feel free to contact our team directly.

  
  

  Customer Answer

  Date: 08/27/2024

  The response from the business here on BBB has been as worthless and dismissive as their correspondence has been. Curology is a disgusting and predatory company that doesn't care about it's customers whatsoever and has absolutely no integrity as a brand. As I outlined in my initial complaint which has NOT been addressed whatsoever, I've been gaslighted, called a liar, accused of tampering with my own product, and outright dismissed. I have been given NO response or acknowledgement directly to the issue of GLASS OR VERY SHARP PLASTIC inside my formula and was instead BLAMED for the issue. I have escalated the issues all the way to legal team and received the same scripted useless robotic response which refuses to even acknowledge the issue in any way whatsoever aside to blame me, and for this I will be pursuing legal action against Curology for NEGLIGENCE. Their behavior toward their customers when they clearly screwed up is bad enough and was a big part of why I left as a customer in March, their customer service is abhorrent and their bi annual 40% price hikes are unacceptable for such a subpar product. Now that I know their s***** attitude is a company wide problem, I feel the only recourse is legal action so they understand they cannot get away with harming their customers like this. The mental abuse I have experienced is even worse than the fact that I almost cut up my face by rubbing GLASS SHARDS INTO IT. 

  

  Business Response

  Date: 08/27/2024

  I can confirm that our legal team has responded to this complaint. If you have further questions, please respond to their outreach directly.
  

  Customer Answer

  Date: 09/01/2024

  No they haven't. What is the resolution to this issue because you have yet to provide one. You have still not even acknowledged the issue whatsoever. This will be resolved in the way that I have already suggested, please let me know when you issue me a full refund for all monies spent with Curology.

• Initial Complaint

  Date:07/16/2024

  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.

  In May and July I noticed that I was being charged twice. I contacted customer service which is a text NO REAL PEOPLE TO SPEAK TO. And was told that even though I was clearly charged twice in May that it wasn't an error and she didn't see it even when I sent a screenshot of my bank account showing 2 charges. They also refuse to refund even when they are the ones who made the error.

  

  Business Response

  Date: 08/23/2024

  Hi I'm sorry to hear you've had trouble communicating with our team. I can confirm our records show responses were sent on our end. If you did not receive those messages, please let us know. 
  
  According to our records I can confirm you were charged only once in May. I can see this also reflected in the screenshots you shared here. I can confirm you were charged twice in July, but this was because you ordered two shipments in July. A shipment was purchased as scheduled on July 2nd. And then I see that a request was submitted on July 13th to push up the next shipment scheduled on the account to July 15th. Per that request a second shipment was purchased on July 15th. If you have any additional questions, please let us know. 

• Initial Complaint

  Date:06/09/2024

  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.

  Curology automatically signed me up for a subscription I didnt want. They charged my card on 06-06-2024 and the amount they charged me for was $15.91.

  

  Business Response

  Date: 07/11/2024

  Thanks for reaching out. I see that you did activate a trial with us, which is why you were charged. I see that you contacted our team for help cancelling, and that was done successfully & your trial fee refunded. So you should be all set. If you have additional questions, contact us anytime. 

• Initial Complaint

  Date:05/24/2024

  Type:Billing 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.

  Did not approve a charge to my card and was charged 72 dollars for a shipment of products I did not approve. I ordered the free trial and then a month later was charged for the full size products and monthly subscription.

  

  Business Response

  Date: 06/06/2024

  Thank you for reaching out, I apologize for any confusion. Curology is a subscription service. Your next scheduled shipment date is always available via your orders page. From there it can also be adjusted as needed to update the items included in your next box, or postpone the date of that order to best fit your schedule. If you no longer wish to receive shipments, you can cancel your subscription at anytime via your account. So long as it is cancelled at least one full business day prior to your next shipment, a new shipment will not process. If you have any questions about the current status of your account, how to cancel your account, or the date of your next shipment and invoice please contact our team, anytime. We're happy to help.

• Initial Complaint

  Date:05/17/2024

  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 recieved an email saying a product was auto-shipped but I never recieved a reminder email or any email asking if I wanted the item. I immediately sent a request to cancel and the company refused to cancel the order. The item has not shipped and just says processing so it is very reasonable to stop the order and refund my money. They are refusing.

  

  Business Response

  Date: 06/06/2024

  Thank you for reaching out. I apologize for any confusion. Curology is a subscription service & shipments are sent as scheduled on your account. The date of your next shipment can be viewed or changed anytime via your Orders Page. The option to cancel is also always available. So long as you cancel at least one full business day prior to your next scheduled shipment that shipment will also be cancelled. Once an order is purchased & sent to be fulfilled it can no longer be cancelled or refunded. If you have additional questions, do not hesitate to contact our team, anytime. We're happy to help.

• Initial Complaint

  Date:05/15/2024

  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.

  Curology signed me up for a subscription and automatically charged my card *****. I offered to return their products to sender as I dont want them and dont recall signing up for it. Somehow they ask you if you want a free trial and then sign you up for a subscription and charge your card. They told me that they are not accepting their products back as return to sender and will not refund me.

  

  Business Response

  Date: 05/17/2024

  I can confirm our team has been in contact with you over text. If you have additional questions, please reach out. We're happy to help! As Curology is a subscription service, we do require you to confirm & subscribe to receive our trial offer and we do not accept returns. However the option to cancel is always available. If you have trouble, our team is also available via chat, sms or email to help cancel on your behalf when needed.