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Business Profile

Online Retailer

Cuup Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 27 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:08/14/2023

    Type:Product Issues
    Status:
    Resolved
    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 bathing suit from Cuup, and have been trying to return it for a refund since July 21! I started a file with customer service that day, because the return label wouldnt print. They replied within a few days stating that they were having an issue with the return label system. It is now August 14th and still no return label. I have an email string of 16 messages, with no new information regarding the label. I want my refund, and fear that I am close to the 30 day return policy and will never get my refund. Very disappointed in this company and will definitely not use them again. I still have the original package and the label has a return address on it, but it is a ******** address and this is an ***************** Would that be the way to go?

    Customer Answer

    Date: 09/08/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Cuup Inc. has been resolved.

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


    Sincerely,

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

  • Initial Complaint

    Date:08/09/2023

    Type:Delivery Issues
    Status:
    Resolved
    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 1 product (bra) on 7/23( order no. ******). Received 8/1. Wrong size . Supposedly over $75 free returns (on website). My product $78. 8/2 processed return on website but received message technical issues in printing label. 8/3 on phone 30 mins.,no answer, so I emailed. 8/4 emailed again asking for a better explanation for so many days of technical issues. Also indicated I would contact BBB if necessary. Also 8/4 spoke with ********* who said technical issues hope to resolve problem soon. 8/9 still technical issues on website. Called business says wait time is 5 minutes , then switched to no one is available , leave name , number. Etc. I question solvency of the company and dont want to ship product back on my own for that reason. Thank you for your assistance.

    Customer Answer

    Date: 08/10/2023

    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

    Date:08/08/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 ordered multiple items from Cuup in the middle of July. Its now 08/07 and I still have yet to receive a shipping notification. Ive reached out to them multiple times and havent heard anything back from my outreaches in the past week.I understand that delays can occur if the warehouse is backed up, but its been over two weeks and theres been radio silence to my attempts reaching out to customer support. Their emails say they typically get back within 24 hours and my first outreach was over a week ago.

  • Initial Complaint

    Date:07/17/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 an order for $252 and was charged at time of order. Website quoted me 5-7 business days until delivery. This was 17 days ago and the order has not shipped. I have contacted customer service several times and can not get a response or get in contact with anyone. I would like to have my money back as the items were never sent and the terms they quoted are false.

    Customer Answer

    Date: 07/18/2023

    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.

    one Said they didnt have the items I ordered  another said my order was never put into the system. Either way thank you for finally helping me get my money back and finally getting any kind of response from their customer service  


    Sincerely,

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



     


  • Initial Complaint

    Date:03/28/2023

    Type:Product Issues
    Status:
    Unanswered
    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 read website reviews on Cuup and decided then to purchase bras from them. I met through video with a bra specialist from Cuup to get my correct size. She gave me a size and I ordered multiple. I got the bras and they fit great. For 2 hours. Within hours and a few days, the bras stretched out so much to the point they didn't fit any longer. After HOURS. And really bad after 2 days. I emailed them and called them. They said I was responsible because I chose the wrong size. THEIR specialist fit me to a size. They said also because they don't return or exchange after wearing the bras. I tried to leave reviews on the website, there is no option for that. All over their other pages like ******** and tik tok. They keep getting deleted. Please help.

  • Initial Complaint

    Date:01/26/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    January 6 Bought bras after getting it sized by their experts online. The recommendation was to get a 34B size and so I ordered 4 of them. When they arrived, I tried all and they were the wrong size and did not fit. I called them today and I got a customer service agent who was **** and said flat out - no returns, no exchanges and no refunds. When I asked to speak to a supervisor to get some sort of reprieve, she said the supervisor does not come on the phone and I will be emailed. But she assured me, the results would be the same. All I asked for is an exchange for a size that fits. Not my money back. Horrible company. Don't buy because they horrible at making their customers happy or meeting them half way. Terrible business.

    Customer Answer

    Date: 02/20/2023

    Better Business Bureau:

    At this time, I have not been contacted by Cuup Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/04/2023

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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.
    Cuup sent me the wrong item and refused to correct it. I bought two bundles (black and sand) and they sent me a variety pack. When I reached out to correct their mistake, they claimed that the variety pack is what I ordered and matched the website photo even though the order confirmation and item description didnt match. Terrible company with even worse customer service.

  • Initial Complaint

    Date:09/27/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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 Aug 30 I bought a bra (order ******) with a size 30 band. I have bought from this company in a 30 band before and received the right product. This time I received a bra that was sewn 24 - about 4 -6 shorter than was a 30 band is supposed to be sewn to. This is not a fabric issue or a stretch issue as I measured and sent photos to cuup of the measurements and the manufacturing issue immediately. I have retained the tags , original box, and let them know right away. They refuse to refund me or ship me a bra with the correct band - despite this being an issue with their manufacturer. Their bra that was sold to me was not what I ordered yet I cant get a resolution from the company. I am happy to just have a different bra with the correct band or my money back but this is not ok.

    Customer Answer

    Date: 10/21/2022

    Better Business Bureau:

    At this time, I have not been contacted by Cuup Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:09/16/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    The practices this company uses are predatory toward the consumers. I placed an order for the 4th time with this company for underwear and a bra. The wrong sized bra came, somehow. Not exactly sure how because Ive had three successful transactions prior with the same size. I requested an exchange for the bra and was denied online, via email, and via phone. During the ordering process, the website states that the underwear are final sale, but the bra is not. I have provided screenshots of this as well. I have shared this information with the agents but they are still citing an unwritten and undisclosed policy regarding sale items. The item I need is in stock currently and would not hurt the business whatsoever by sending me the correct item and Furthermore, disclosing to the consumer about sale items before the purchase is complete, not when they need an exchange.!

    Customer Answer

    Date: 10/12/2022

    Better Business Bureau:

    At this time, I have not been contacted by Cuup Inc. regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/17/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 1/20 I bought a bra from this company for over $60. I rarely wear bras with underwire and wanted to splurge. I received the bra and I have worn it three times (less than 12 hours each) since then. I put it in the dryer on low/cool/gentle in a lingerie bag, by itself, one time and the entire back melted and broke off. The eyelets twisted together, the backing melted and fell apart, and its completely unfixable now.I reached out to the company for help, they ignored my email for two weeks. When I reached out again and got a response, they said they would not help and did not give a reason for why this expensive item of clothing fell apart after three wears. I pressed, requesting a replacement or voucher, and they said again that they refused and did not express remorse for how horribly the product was made.

    Customer Answer

    Date: 06/17/2022

    Better Business Bureau:

    At this time, I have not been contacted by Cuup Inc. regarding complaint ID ********.

    Sincerely,

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

Cuup Inc. is NOT a BBB Accredited Business.

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