ComplaintsforCurlsmith USA

• Initial Complaint

  12/26/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Company has a money back guarantee for their products:"Sometimes things don't work out - that's ok. If you wish to return your products for any reason just let us know .... contact us at ******************************** with your Order Number. We will provide you with a FREE return label and confirm the exact next steps.If for any reason you are not satisfied with your purchase, you may return the order for a full refund within 30 days of receipt of the products*."I requested by email a refund on Oct 6 of products received Sept 11 2023 ORDER #******* *or $119.28 CAD thru Paypal/credit card. I was emailed back saying fine, and given a *********** mailing label. They said "Returns are valid for 15 days on receipt of your prepaid label, if you do need additional time to return your order please let us know!". I emailed Oct 17 and again Oct ****************************************************************** my home. They emailed back Oct 24 saying fine. I mailed it Oct 29 and emailed them to let them know. I didn't hear anything so emailed again on Dec 9 to follow up. They emailed me back, Dec 9 with "Thanks for following-up, ****! When did the return initiated?" I emailed Dec 9 indicating all the details were in the same email thread. I emailed again on Dec 14, 18, 21, and 22 but did not hear anything back at all. I have still not received a refund.I would like to request my refund asap. Thank you.

  Customer response

  01/20/2024

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Curlsmith USA has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  12/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased the "Defrizzion hair dryer" and an additional hair product from CurlSmith USA on November 30th, 2022 (ORDER #******). I bought the hair dryer for the sole reason that it had three speed settings and four heat settings. However, upon receiving the dryer, I saw that it in fact only has two speed settings. Because of this reason, I wanted to return the dryer, as it was not as advertised and therefore not what I wanted. I sat in the their **************** chat for over an hour waiting for someone to message me back. When I was finally messaged back, they asked for a picture and once I sent it, they never responded again until their chat closed for the day. Since then I have sent 5 emails to the company saying I want to return the product. All emails have either not been sent a response, or asked for a picture or reason why I wanted to return. When additional information was requested, I sent it and then those emails resulted in my replies never receiving responses. Not only is the company falsely advertising on their website and not responding to customer service emails or chats, I received a card with my purchase that says I can return within 30 days and they are not seeming to honor that due to not responding with any return information. I would be happy to forward any emails, pictures, etc to you to assist in the process. I would like an exchange for a hair dryer that has all three dryer settings, or a refund. Thank you.

  Customer response

  01/18/2023

  At this time, I have been contacted directly by Curlsmith USA regarding complaint ID ********, however my complaint has NOT been resolved because:

  The business has contacted me and sent a return shipping label for the product. I returned the product using their return label, which has a tracking number (************ through ******* Using the tracking number I can see that the product was delivered to them on January 9th, however I have yet to receive a refund for the product. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  *******************************

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I made a first time purchase with Curlsmith on 03/09/22 after hearing so many good reviews about this company to which I never received my products. Once checking the tracking information, I noticed ( a week after is was delivered) that the products was delivered to my old address in a different city that I haven't lived at for over 4 years now. I do not know how that even happened when I changed my address on Affirm. I went to their website and found the only way to get in contact with this company is by email which is odd to me considering they are a knew company with not phone contact. After sending on email explaining everything and at least hoping for some resolution, I was told to go to the old address which is beyond out of my distance to pick up my items. What a way to reply to a first time customer right. I mentioned several times that I can not go that far to pick up products not to mention i noticed it was delivered a week prior to reaching out and I was basically told there was nothing that can be done. I unfortunately have a outstanding balance with Affirm that I refuse to pay if I do not receive my products to my home. Curlsmith is a complete ripe off and although I am one person and won't make a difference in their sales, I will definitely not spend any money with this company.

  Customer response

  08/01/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Curlsmith USA regarding complaint ID ********.
  
  **********************************************
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order placed on December 6th, 2021.I paid the business $98.58.Curlsmith promised to provide me three haircare products, but I never received them. My order was on the way on 12/7/2021.I reached out to the building manager at *** *************** to ask if anyone has been stealing packages and she confirmed that the shipper, CDL, wasn't on the log as coming into the building when the shipment said it was delivered. Emails dated 12/13/2021.As well as multiple emails in the same thread that I was asked if I wanted a refund. It has been over 2 weeks since a reply from Curlsmith. Emails dated from 12/10-30/2021.I have reached out multiple times to Curlsmith customer service via their live chat, which resulted in an unanswered email. Email dated 12/16/2021 I would like a refund since I never received my package.Curlsmith attempted to resolve the issue by offering a refund but it was never processed. Order Number: ****** CDL Tracking Number: **********

  Customer response

  01/16/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/06/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Ordered two hair styling products from Curlsmith using their website on 10 November 2021. On 13 November, I received a small box with a jar of leather cleaner in it. I found out the only way to contact the company is email, so I send an email explaining that I did not receive what I paid for. I asked for either a refund or the correct items to be sent, which I really needed.I also googled the address on the box where the item was sent from and instead of being Curlsmith, it is a warehouse in ********** using to fulfill orders for several companies.I didn't hear back until 18 November, when I received an email from ***** a representative I guess who asked me to send her images of the packaging and products received. I sent her pictures of the order confirmation email I received, order number, label on the box I received, and picture of the jar of leather cleaner. I never heard back. I contacted them again via email on 20 November to ask for any updates. I contacted them again on 22 November asking to have the situation escalated. No reply. I contacted them again 02 December and told them to reply or I would submit to BBB. Nothing.I then looked up the reviews for the company. This company is headquartered in ************* but has a ****-based version based in ***. ******** company has numerous complaints. Most of the complaints are from customers who paid for products but received nothing. Many got broken, wrong, or incorrect product. No one could reach customer service. No one has been reimbursed. One person had to email the president of the company to get a resolution. There is a link below to one site with dozens of complaints. This company takes money from customers, does not provide the product, and does not respond, leaving customers with no resolution.***********************************************

*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. ↩