Complaints

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

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  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:01/13/2024

  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 purchased a product from Curology.com starting in 2021. The website has always advertised the monthly prices for a 30 day supply. In 2023, the company increased their prices and claimed the 30 day supply to now be a 60 day supply at double the price. I purchased the product 3x since the price increase and each time I reached out to Curology for assistance about the billing they stop assisting me when I dispute the charge. So I requested a $60 refund from the last three purchases but they refused to refund me claiming its passed their refund deadline but each time I reached out to them regarding the misrepresentation of their product after not receiving what I paid for, they start ignoring my inquiries after I dispute the charge. I have asked for an itemized billing statement of all the charges starting from 2021, I have asked for their monthly prices as advertised in 2021 and 2022, I have asked for receipts and their policy that explains the product supply. After I asked for all this information, they have started to ignore my inquiries AGAIN, have not sent me the information I am requesting and refuse to refund me my full $60 for the misrepresentation of their product. Then I asked them to remove my pictures from the website along with closing my account and they wont do it. Im highly upset and plan on fighting this until the issue is resolved!

  

  Business Response

  Date: 01/18/2024

  Thank you for sharing your concern. I can confirm this has been raised to our team & they have reached out directly to help address any questions or concerns you may still have.
  
  We are happy to help cancel your account for you, anytime & the option is always available via the Payment Page of your account. If you have any additional questions, please do not hesitate to reach out via SMS or email.

  Customer Answer

  Date: 01/18/2024

  Curology did not refund me the remaining amount I overpaid, I was unable to completely delete my account on their website and they still have not removed my personal information from their website. 

  

  Business Response

  Date: 01/30/2024

  I can confirm that our team has reached out directly to resolve this & has sent an itemized receipt of the refund provided. Additionally I can confirm that our team has reached out per your deletion request to ensure we follow CCPA guidelines. If you have any questions at all about the status of your account or your refund, please do not hesitate to contact our team directly at ********************************

  Customer Answer

  Date: 01/31/2024

  I did not receive a full refund. I only received a partial refund.

• Initial Complaint

  Date:01/11/2024

  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.

  Date: Dec 30, 2023 (Date shipped) January 5, **** Paid $130.94 This was an automatic order that they assured me I could adjust the amounts. I logged in several weeks before it was due to ship and deselected some of the things that were going to be in the shipment. It popped up a confirmation page showing my new order total as just under $80. I didn't take a picture or try to print it out. I had no reason to think they would change that on me. When I got the order, all the extra things were included, and they charged me the full amount previously stated.I contacted the company via their chat feature, and ******* told me they could not refund anything after it had left their warehouse. There was no way I could have known before it left the warehouse that it was not what I had requested, so that is a ridiculous refund policy.I can't find an order number. It just shows the date delivered in my account. (January 5th, ****.)DHL tracking number **********************

  

  Business Response

  Date: 01/12/2024

  Thank you for reaching out! I see you have also emailed our team, so please feel free to reach out via that thread to ******************************** if you have further questions.I can confirm that your account remained active with us & that your next shipment date was set on your account when your trial shipment was processed. This date is available anytime via your account and you are able to cancel or adjust that date up to 1 full day prior. I can confirm your account is now cancelled, if you have any further questions please let us know!

  Customer Answer

  Date: 01/12/2024

  I already got the response from them that they had no intention of refunding the difference in what I was supposed to have paid and what I was charged. As I wrote in my original complaint to them as well as the one to BBB, they informed me that I could not get a refund after the product had left the warehouse. And my question remains, how was I supposed to know they were going to disregard the changes I made over a week prior to the shipment date? I changed the order to just what I needed, and I saw a confirmation page stating that the order which would be shipped at the end of December had been updated and would cost just under $80. I did not know they were going to change the order back to the full subscription. I could not have known that and should not be charged for their mistake when they are the ones that messed up my order. I'm not asking for a full refund. Just the extra amount I shouldn't have paid. And of course my subscription is now canceled. Even if I loved the product, I would never order from a company that would have such shady business practices.

  

  Business Response

  Date: 01/18/2024

  Thank you for reaching out! I see our team reached out requesting additional details on what you wished to change on your account, as we do not have a record of any changes submitted. We're more than happy to help confirm this is updated for you and your next box contains only the products you're most interested in.

• Initial Complaint

  Date:12/31/2023

  Type:Customer Service 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 subscribed to Curology for mainly anti aging remedies. I started their product and the prescription cream would have a burning sensation. After following the directions of the skincare my face begin to become red and inflamed. That quickly escalated into a serious breakout, red inflamed skin that cracks and bleeds. I stopped using the product immediately. The reaction became worse. I can not use any skin care product without a serious inflammation and breakout occurring. I waited 2 months for my skin to clear from using this product. It has not. I have no choice but to seek medical care for the horrible things this product did to my skin. I never had breakouts or sensitive skin. I now have red irritated skin that goes up my nose and even on my eyes all from this prescription product. This product is careless in prescribing products without being able to do follow *** or any kind of proper monitoring. It will cost me a lot of money in Dr visits and medications to fix what this has done to my skin. This is dangerous. The fact that this rash from the product can go up my nose and even to my eyes all from use of this cream is horrifying. This is a terribly flawed skin care that poorly informs the client of the horrible risks from using prescriptions on your face that can not be properly monitored by the dr that prescribes them. I can not express enough the emotional and physical harm this product caused. Not including the financial and mental strain that will come from trying to fix the damage done from this product.

  

  Business Response

  Date: 01/08/2024

  Curology patients have the ability to contact a medical provider at anytime, and we offer the option to mark that message as urgent if you would like one of our medical providers to review your concern ASAP. 
  
  I have forwarded this to your Curology medical provider on your behalf so they may review this with you directly via our secure messaging platform. While your account is currently canceled, you can still log in to read & respond to your medical provider's messages directly. Please also know that as a telemedicine practice, Curology does not offer emergency medical services. if you are experiencing a medical emergency, please seek immediate medical attention at your local urgent care or ER or call 911.

• Initial Complaint

  Date:12/31/2023

  Type:Sales and Advertising 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 received an order of the Tretinoin that was crystallized and unusable because it scratched my face. I contacted the company and they sent another order that crystallized within a few days so I cancelled the subscription. They still billed my account the next month so I contacted them via email and they refunded the charge. Now, theyve charged me yet again. I do not receive any confirmation email after cancelling and from what Im reading online neither has anyone else who has had tried to cancel. I need these charges to stop! Please do an online search before getting involved with this company!

• Initial Complaint

  Date:12/20/2023

  Type:Customer Service 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.

  A subscription order was sent out 11/28 for $87.29 that customer did not consent for and subscription and account were attempted to be cancelled prior to renewal subscription. Curologys customer service team claim that consumer never did cancel account and refuse to issue refund when customer DID NOT want or consent to product being issue and refuse to take product back. Company is an immense scam

  

  Business Response

  Date: 12/27/2023

  I'm sorry to hear you had trouble cancelling your account. According to our records your latest shipment was purchased on November 24th. I do see on November 28th you texted in asking to delay that shipment. Unfortunately as it had already shipped at that time we could no longer delay or make an adjustment on our end. I see at that point you requested instead to fully cancel your account, which our team accommodated for you. We have no record of any request to cancel your account prior to November 28th, which is why your November shipment was sent as scheduled. If you attempted to contact our team via an alternate phone number or email, please do let us know that contact information & we'll be happy to confirm if there is another record of that request. As we have no record of this request & because the account is available to cancel anytime on your own via your Payment Settings, we are unable to issue a refund for this shipment, as it was sent per the date you selected while your account remained active. 

• Initial Complaint

  Date:12/16/2023

  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.

  Ordered a skin kit from the for $5.93. Apparently that sets you up for a kit every month. NOT FOR $5.93, but for $197.48.I would NEVER sign up for that amount monthly, so must be something in the order that I missed. Pretty shady. See many complaints about them on their FB page. Didn't even know this order was coming until I got a notice from paypal saying that they had charged a hundred ninety seven dollars from my account.I am livid that these scammers continue to rip consumers off. They can have their lotions I want a refund. Thank you.

  

  Business Response

  Date: 12/27/2023

  I'm sorry to hear that you do not wish to continue with Agency. I can confirm you have cancelled your account going forward. Do know that the next shipping date is available via your account at all times, and that when you join the full cost of all products & your first full sized shipment is listed for you. If you're ever unsure of the pricing or what items will be included in your subscription box you can contact our team anytime at ********************.
  
  I do see you were able to discuss this with our Customer Success Team via SMS & Email. If you have further questions regarding your account or this order, please feel free to contact us directly there & we will be happy to help.

  Customer Answer

  Date: 12/27/2023

  I will be more than thrilled to send back their $10 worth of lotion that they charged $197.00 for. I didn't open the package and have no desire to keep or use it.

  Refund requested.

  

  Business Response

  Date: 01/08/2024

  I apologize but we do not accept returns of our products as they contain personalized prescription medication. If you have any concerns with your custom formula & wish to review this further with your medical provider, please know that you may still message them via the Agency dashboard without needing to reactivate. If you have trouble with this, do let me know. As is I can confirm your account is cancelled moving forward and no further shipments will be sent out unless you elect to return. 

  Customer Answer

  Date: 01/08/2024

  This company is so sketchy. You are somehow signed up for a subscription when you pay for a sample box.

  I think they are scamming peopke as I have seen other people complain about being billed without realizing they are signed up for a subscription. Many say they are impossible to reach in order to cancel.

  I feel sorry for all of us scammed by these thieves. They obviously aren't doing the "right" thing by their customers. 

• Initial Complaint

  Date:12/06/2023

  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 paid for a trial with my debit card. I have a screen shot showing the charge to my account. Then, they tried to charge my other card, for the same trial. I sent them a screen shot, twice showing the charge to my account, and they still say I never purchased the trail and refuse to send the items I paid for. They are insisting I pay twice, for the same trial. They haven't looked at the screen shot I sent them. I want my money back. I am attaching A SCREEN SHOT OF THE WITHDRAWAL TO MY OTHER ACCOUNT.

  

  Business Response

  Date: 12/08/2023

  Thank you for reaching out! I apologize for any confusion. When you created an account with us a hold was placed in the amount of your trial shipment pending approval of a customized prescription. Once that prescription was approved the charge attempted to process full. The pending charge you see on your account is only that charge hold, and has not been fully billed. I can confirm we released that hold on Dec. 3rd. When we attempted to fully process this charge, the invoice failed, which is why you have received the email from our team requesting you update your payment information on file. If this does not match what you are seeing in your records, I recommend checking in with your bank directly, they should also be able to confirm the hold has been removed & should be reflected in your statement shortly. If you still wish to give Agency a try, we will need to process your trial invoice before a shipment can be sent. If you have any questions about this, or if you have changed your mind & prefer to cancel your account, contact our team anytime at *********************

  Customer Answer

  Date: 12/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:11/26/2023

  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.

  I started Curology with the free trial in December 2022. By the time it was ******* (delivered 1/31), I had forgotten to postpone the bottle, and Curology suddenly charged me $40. I had completely forgotten about it, and there was no warning, reminder, or any notification until after the bottle was shipped. I wasnt finished with the bottle, so I decided to continue using Curology to see if anything would change. Curology states on their website that it normally takes around 4-8 weeks to see changes, and I had been using it for well over the time. However, I didnt see any results, so I continued to postpone the orders, just in case I would want to try again in the future. However, in July (delivered 7/29) I was charged another unexpected $60. Although I understand that Curology uses a subscription system, it was another charge I wasnt checked in on at all, and they only notified me after the shipment, without any alerts or notifications beforehand. Im a teenager, so $60 is worth a lot for me and was almost all of the money that I had earned over the summer. I really just want a refund, considering that there was no warning or notification, alongside the fact that the products did not help me at all. I understand that the unintentional first bottle cannot be compensated for because I tried taking a chance and used it, but I havent opened the box for the second shipment yet. Ive heard a lot of good things about Curology, and I would honestly just really appreciate a refund for my second shipment. Thank you.

  

  Business Response

  Date: 11/27/2023

  I apologize but as you are well outside of our refund policy, you do not qualify for a refund. I see in November of 2022, our team did email with you & shared an overview of our refund policy. I can see on your account you have been able to login & postpone your shipment in February, April, May & ****. The date you selected in **** is when this most recent shipment processed for you. To view or adjust your next shipping date login anytime & head to your Orders Page.
  
  I can also confirm your account remains active & your next shipment with us has been postponed. If you would like help to confirm the date of that next shipment, or would like help to cancel your account to prevent that new shipment, please contact our team anytime at ********************************* So long as you let us know at least 2 days ahead of your next shipment, our team will be happy to help either postpone that shipment or cancel your account. 

• Initial Complaint

  Date:11/10/2023

  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 initially purchased a free-trial order back in March of 2023. Afterwards, I know I canceled my subscription bc i recieved confirmation. Around July 2023 I went thru their skincare analysis once again. However, I never placed any order for2reasons 1)needed their physician to consult with me re: increasing my strength % of the trentonoin.2) I could no longer afford all the products for personal reasons. Mind you I would have ordered only the treninoid creme if they responded. Its now November 2023 and I hadn't heard anything back from them. To my surprise and without my consent they charged my bank account $90,88 which I planned to use to pay my monthly bills. I tried to contact them but the can only be reached by email or text/bot & a response would take 2-3 days. Meanwhile, during this delay, I'm informed that a package of 3 items I never gave them consent for was scheduled for delivery. I told them that I never initiated any interest nor ordered anything to be sent to me. I demanded a full refund immediately. They outright refused claiming their policy is they just don't offer refunds.Even after l confirmed I never recieved the package! So, even when the mistake is clearly on their end this company won't admit to any wrong doing. Instead they blame their customers saying it was their "oversight". They're clearly lying. We couldn't have all had nearly the same exact experience not considered for a refund bc we made the error. So you're telling me its ethical upstanding business practices, to use a faulty process/system that has shipments automatically sent out while attention to customer concerns are delayed/ignored? Then WE'RE held responsible bc the product had already gone out bc we obviously "missed the notice"? This is stealing! Maybe if they had a so-called success team that included live reps we could actually talk to in real time these issues could be eliminated. This company is corrupt and has poor business practices.

  

  Business Response

  Date: 11/10/2023

  Thanks for reaching out. I see you were able to resolve this concern directly with our team who was able to confirm the status of your account. In the future should you choose to return, know that your next shipment date is always available on your account, and can be postponed anytime before that scheduled date. If you ever have trouble managing an upcoming shipment, reach out to our team at least one full business day ahead of a scheduled shipment & we will be happy to help. If you have any additional questions about the status of your account, please do not hesitate to reach out, our team is happy to help.

• Initial Complaint

  Date:11/09/2023

  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 activated my first month trial on 11/8/2023. I then tried to log into my account to look over the details and it shows me that my account doesnt exist, yet they send me emails to the email address i entered. they have charged my card the shipping and tax fee. i have tried numerous times to contact the support team and its a joke. my provider never even contacted me. after doing further research, i found multiple people who have had the same issue. i would like a refund of the charge and to cancel any subscription i have with them entirely.

  

  Business Response

  Date: 11/27/2023

  Hi ***** - I apologize for any confusion or frustration. Looking into your account, I see that you started a second new account with us. As we are a medical practice we allow only one account per patient. I see that our team did share this with you & in that process did fully cancel this new account & the trial associated. I also confirmed that no charge was processed to that account. If you would like to return to Curology we'd love to have you back! Simply login via the email associated with your original account & follow the onscreen instructions. We're currently running a promotion which offers a discount if you resubscribe before Dec. 2nd. Do reach out to our team at ******************************** if you have any further questions. We're happy to help.