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:05/30/2023

  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.

  On 3/28/23, I signed up for the Curology 30-day free trial. I paid $6.10 for shipping and received my custom formula with multiple other freebies. I knew I could not afford to receive those extra products each month and that I tend to move slowly through skincare products, so when I received my free trial order on 3/31/23, I went onto the website and changed the subscription to ship out a month later (end of May) and to remove the extras from the box. I did not get charged or sent any product in April, which indicated to me they received and accepted this change. On 5/26/23 I received a notice that I was charged $113.54 from Curology. I immediately reached out to customer service to correct their mistake, and received no response. The charge went through and the products arrived today, 5/30/23. I canceled my subscription entirely fearing additional charges. I then finally received a response from them today telling me I was charged because my trial ended and they said they processed it based on what I chose when I signed up, and my change (assuming they meant the cancelation) came in too late to be processed. I am happy to pay the ~$30 for the custom formula I expected to receive and pay for, but I specifically requested I do not receive or pay for the other items. When I went back into my account to reference the prices to see what I should have been charged, there is suddenly no record of the 5/26/23 order.

  

  Business Response

  Date: 06/12/2023

  Thanks for reaching out! I see our Customer Success Team was able to help.
  
  I can confirm this May shipment was sent per your adjustment made March 31st and contained the items selected in your subscription at the time of purchase.
  
  If you have any further questions about your account or how to adjust the items in your box, do not hesitate to reach out, our team is always happy to help.

  Customer Answer

  Date: 06/12/2023

  
  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.  Though not expressed in this response, the business did end up refunding me for the mistake. 
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  Date:05/21/2023

  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 products from this company in April and the bottles are not dispensing the product , the products caused my skin to have a horrible reaction. I contacted the company and they gave me a lame excuse as to why I cant receive a refund for these expensive products that dont even work .

  

  Business Response

  Date: 05/24/2023

  Thanks for reaching out! I do see our team has resolved this for you, though I do encourage you to contact your medical provider ASAP if you have any concerns about your skin. If you have any trouble with the bottle or your product our team is happy to replace if needed. Do let me ** know how we can help, anytime at ********************************

• Initial Complaint

  Date:05/12/2023

  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 have a Curology subscription for my son and daughter. I have paid $39.90 for each shipment for many months for my son and years for my daughter. Today I was shocked when I saw I was charged $59.90 for my son's subscription. I never approved this charge, nor was I notified of an increase in price. My daughter received Curology in late April and it was $39.90. So what changed on my son's subscription? Nothing. It's the same. So what's the price increase for? I noticed another customer complained on here for the same reason. Curology, this is bad business. You cannot charge me for something I never agreed to nor was notified about. I want my money back

  

  Business Response

  Date: 05/16/2023

  Thank you for reaching out! Do know that ahead of any changes to pricing on your account we will send an email to alert you. If you feel you did not receive this email, please contact our team & we will be happy to dig in further to ensure there is nothing that *** have blocked this email or caused it to fail.
  
  If you have any questions about the current price of your subscription, please reach out to our team anytime here: ********************************

• Initial Complaint

  Date:05/08/2023

  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.

  My teen aged daughter and I have a bank account together. She was charged $89.95 by Curology. She never got a warning, a notice or anything that it was going to be charged. I advised her to reach out to our bank and the bank advised her to call the company. There was no active phone number for the company...who does that? The only way to reach them was through email. She emailed the company to cancel the product THAT SHE NEVER ORDERED (she did a trial for the products and thought that was the end of it). They told her they could cancel the subscription but they could not refund her money because the product was already shipped. When the product arrived, 5 days after they charged her account, I put the unopened box back in the mail and wrote on it "Return to sender". My daughter informed them of this and they told her they don't accept product back. Well, that's interesting so I guess they are going to refuse the package and still keep her money. Because I share in this bank account, that's money coming from me. Needless to say, I am not a happy consumer and they are scammers. My next complaint will be on ****** reviews.

  

  Business Response

  Date: 05/16/2023

  Thank you for reaching out, should you elect to keep your subscription active after our free trial, shipments will send per your chosen subscription. You are free to cancel at anytime, and if you have any trouble with this our team is happy to help. The option to postpone or skip a shipment is also available anytime via your account. If you have questions about this specific account, please contact our team at ********************************* I was unable to find any open tickets under the email address provided. 

• Initial Complaint

  Date:04/26/2023

  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 have had an account with ********************** for several years. I receive shipments every 60 days from them for a prescription face cream, paying $39.90 every 60 days. Then, on 4/15/23 I received an email saying their cost is "increasing" to $29.95/month. Admittedly, I overlooked this email because it did not flag anything for me. On the surface, this did not raise a red flag because of the way the email was worded. But then I was charged $59.90 on 4/25 when the shipment was shipped so I contacted them to clarify. They clarified that $29.95 was the monthly cost. Their email was intentionally misleading. It did not clearly show that this cost increase is a 50% cost increase compared to what I was previously paying. I requested a refund and asked to cancel my membership as well as cancel my shipment. They refuse to refund because the shipment has already been shipped, but I did not get clear notice prior to shipping that this was such a large increase. The ONLY ship 60 day supply, so sending an email that gives a "monthly" cost intentionally hides the true cost change and did not give me the chance to critically think about what I was paying for and if it was worth such a significant cost increase.

  

  Business Response

  Date: 04/27/2023

  Thank you for sharing your feedback! I apologize for any confusion. I can confirm that our team has reached out & responded to your concerns via email & text. If you have any additional questions, please do not hesitate to reach out.

  Customer Answer

  Date: 04/27/2023

  
  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:04/24/2023

  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 april 21st i noticed a charge of $103.87 in my account, i reached out that same day wanting a refund considering i had absolutely no idea i would be charged so much money, when i started my subscription it was $6.87 and all of a sudden i got hit with $103.87, i cant afford to lose so much money, I received an email from curology that theyd reach out to me shortly, they never did. They have a 90 day money back guarantee and i feel like theyre just prolonging my refund request as close to 90 days as they can so they dont have to refund me. I just want my money back, this has been stressing me out all week.

  

  Business Response

  Date: 04/24/2023

  Thanks for reaching out! I apologize for any delay in our response. Do know we're lighter staffed over weekends, so responses may take a day or two if you've contacted us via email, but we will respond to every message we receive as soon as we're able. We honor requests for a refund from the date that request was submitted, so rest assured if you have requested a refund per our 90 day guarantee within 90 days of the creation of your account, our team will be happy to assist. Feel free to email our team at ******************************** for any further assistance.

• Initial Complaint

  Date:04/16/2023

  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.

  My skin got burned right after using curology product and i coculdnt reach any medical provider to get help. I emailed and texted so many times but i didnt get answer. My skin had no problem ,i just decided to use that product for having a better skin. But now i have a burned skin and i dont know how can fix!

  

  Business Response

  Date: 04/20/2023

  Thank you for reaching out. I have confirmed with your provider that they have reached out to your most recent messages. If you are having any trouble communicating with your provider, please do email our team at ******************************** for assistance and we will be happy to help.

• Initial Complaint

  Date:03/30/2023

  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 started a trial with curology and I love it so far, so far I have only finished the facial cleanser from the trial pack and I ended up going to target to buy it since I only needed that. Back in late February I realized they were going to charge me for another box when I wasnt fully done with my original trail plan I decided to postpone it to about a month later when I thought I would be done, I come to find out I was shipped a box today and charged with no warning what so ever. I understand its a subscription, but $80 dollars is a lot to charge someone with no warning or confirmation that I am even ready for the shipment. I really just want a refund, as a teenager I dont make that much money and this is big deal to me and I think its slightly unfair that I wasnt checked with first before I was charged 80$.

  

  Business Response

  Date: 03/31/2023

  Thanks for reaching out. I can confirm this has already been resolved with our Customer Success Team. In the future, do know you can adjust your next shipment anytime as needed & we do offer pre-shipment alerts. If you need help setting those up, let us know!

• Initial Complaint

  Date:03/17/2023

  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 decided to try the curology free trial, and it said after 90 days I would be charged my account. It hasnt even been 30 days in $90 has been removed from my account. I canceled my subscription and asked for a refund numerous times and I have not received my money back although I did receive a text message saying that my money had been refunded to my account. this is false. I did not receive my money back in my bank account. I did not authorize $90 to come out of my account. I am very upset. *** asked for a refund. Ive canceled my subscription. I dont really like the product anyway have the free sample I just want my money back I feel like Ive been tricked, and that they stole $90 for me and have not paid me back my money. This is unjustly and unacceptable. They have a money back guarantee and did not give me my money back.

  

  Business Response

  Date: 03/17/2023

  I apologize for the confusion here. After your 1 month trial is sent, your first full sized shipment will purchase & ship out 30 days later if you have chosen to keep your account active. We are a subscription service so shipments will sent automatically as scheduled, but the option to cancel or adjust your next shipping date is always available. This date is available anytime on your account. I apologize if you believed this would not bill for 90 days, if you can share where you were told this information, please let us know so we can ensure no other customers are confused here. 
  
  I can confirm that our team was able to cancel this shipment for you & it has been stopped & refunded. Note that refunds may take up to 5 business days dependent on your bank's processing time, but I can confirm this refund has been fully submitted on our end. If you contact our team at ********************* we're more than happy to forward a refund confirmation receipt for you.  I've also confirmed your account has been cancelled moving forward. If you have any further questions please contact our team. We are happy to help.

  Customer Answer

  Date: 03/17/2023

  
  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:03/15/2023

  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.

  Company stated there is a 90 day back guarantee. I'm within that 90 days and the company doesn't honor their commitment.

  

  Business Response

  Date: 03/16/2023

  Thank you for reaching out! I've looked into your account - and can confirm that our team has honored our 90 day guarantee. If you did not receive confirmation of this, do be sure to check your inbox for an email from ********************* If you are still having trouble locating this, do please reach out again & our team will be happy to send that confirmation for you. You should see this refund within **** business days, dependent on your bank's processing time.