Curology

Hi Anvar, thank you for providing this feedback regarding your experience. I'm truly sorry to hear that you had a less than stellar interaction. If you happened to reach out to us via email or by text message to request your account cancellation, you can send us a screenshot of that communication to our team via email at [email protected] and a representative from our team will take a closer look and work with you towards a resolution. I look forward to hearing from you soon and resolving this concern!

Hi there! Thank you for taking the time to share your experience. We're truly sorry to hear how frustrated this situation has made you, and we understand why you feel disappointed. We never want you to feel unheard or caught off guard by a charge. While our support team uses AI to help answer common questions more quickly, our goal is always to make sure customers can get the help they need. We also strive to be transparent about our trial terms and billing, but it's clear that we fell short of your expectations. Please send us a private message with the email address associated with your account, and a member of our team will take a closer look and work with you toward a resolution. Thank you again for bringing this to our attention. We value your feedback and hope we have the chance to make this right.

Hi Nesha, thank you for providing this feedback regarding your experience! I apologize for any trial confusion, and I’m happy to clarify what occurred. Your trial is meant to last for the first 30 days of your ongoing subscription. After this 30 day trial if your account remains active and is not canceled durring that trail period, your first full-sized shipment will process and bill. This is explained and authorized at sign up, however I apologize for any confusion! We completely understand that unexpected charges can be frustrating, and we truly want to make things as clear and supportive as possible. To help with that, we sent a reminder email prior to your upcoming shipment date, along with links to manage your subscription, review pricing, or contact our team before the order processed. Since no changes were made to the account prior to the processing date, the order moved forward as scheduled. While we don't currently have a phone line for calls but you can send us a new email to [email protected] or you can text us directly at (415) 200-2060 and we'll be happy to further assist you. If we can be of any further assistance, please do reach back out to us!

Hi Skyler, I apologize for any trial confusion, and I'm happy to clarify why the full sized order was processed. The trial is meant to last for the first 30 days of your subscription. After that if your account remains active after the trial period and is not canceled, your full-sized shipment will process & bill by your chosen box. Kindly note that this is stated in our Terms of Service and authorized at sign up. As a courtesy, we sent an email reminder beforehand to help ensure you were aware and prepared for your upcoming shipment. Since no changes were made to the account prior to the processing date, the order moved forward as scheduled. Regarding product returns or refunds, once a shipment processes and our pharmacy starts mixing a custom formula, we are unable to cancel, refund, or accept the return of an order. I sincerely apologize for any inconvenience this may cause! If you ever need assistance canceling an account or postponing a shipment date, we're always here to help! We can be reached via email at [email protected] and via text: 415-200-2060.

Hi Muhamamd, I'm sorry to hear that you have not received your products! This is certainly not the experience we wish to provide. We are always happy to provide a replacement if a shipment is lost or otherwise not received, and encourage you to reach out again as you have not provided your contact information via Trustpilot. We can be reached via email at [email protected] and via text: 415-200-2060. You're welcome to ask for a live agent to ensure you are connected with a member of our team. I look forward to hearing from you soon and resolving this concern!

Hi Lety, Thanks for reaching out to us and I apologize for your less then stellar experience with our AI bot. While our AI bot is designed to assist you efficiently, we’re continuously working to improve our AI to prevent issues like this in the future. While we currently do not have a dedicated phone number for calls, kindly note that you can always reach out customer support team through email at [email protected] or through our SMS text system via text at 415-200-2060. to speak with a human rep. If you would like to receive an SMS text alert via SMS ahead of your next shipment, we do have that option available as well, just reach out to our support team directly regarding the alerts and we'd be happy to enable that on your account for you. We also ensure that you are also able to adjust your shipment date anytime via your Orders Page​​ before your next shipment or cancel your account anytime on your end through the payment page. I apologize if this was not more clear regarding how to navigate through our account and our site! I've passed along your feedback to our team as we're always looking for new ways to improve our service and site to best meet the needs of our current and past members.

Hi Nalah, We appreciate you providing your feedback and we apologize for any inconvenience caused regarding pre-shipment reminders. At this time we do not offer the option to have email reminders, this explains why you did not receive an email reminder prior, I apologize for the confusion. However we do option to enable pre-shipment SMS alerts on a member's account. If you would ever like to receive an alert via SMS ahead of your next shipment, we'll be happy to enable that on your account for you, you'll just need to let our team know directly that you'd like these enabled so we can activate them on the account for you. When you are enrolled in our pre-shipment SMS alerts, you receive a text notification 2 business days ahead of each upcoming shipment to your phone number on file. We also ensure that every member is able to view or adjust their your shipment date anytime on their Orders Page​​ before the next shipment. So even if a member if not enrolled in our pre-shipment SMS reminders, they are always able to view or adjust their upcoming shipment date. Again I apologize for any inconvenience you experienced, however I hope this helps to clarify why a scheduled shipment is processed and billed on the date scheduled in a members account. If you would ever like to make changes to a shipment, please get in touch with us at least 2 business days prior to ensure we have ample time to make any changes. If you ever have trouble, you can always reach out to our support team via email at [email protected], sms text messaging or our live chat service and we'll be happy to further assist you!

Hi Sarah, We appreciate you sharing your feedback! I apologize for any inconvenienced caused and I’d be happy clarify. Curology is a subscription service with shipments that go out every 60 days as our full sized products include a 60 day supply. If you need additional time between your shipments, you can always view and adjust when your next shipment is scheduled to go out by visiting your Orders page. We also ensure that you are able to view, add and/or remove items from your subscription box by heading to your Subscription page once you are logged into your account. If you ever have trouble adjusting the items in your subscription box or run into any issues regarding what items are reflected in your box, you can always reach out to our support team via email at [email protected], sms text messaging or our live chat service and we'll be happy to further assist you! I apologize if this was not clear prior, our support team is always here to help. If you'd ever like to resubscribe in the future, kindly note that you do not have to pay fees to resubscribe. Resubbing to Curology is free of charge. We wish you the best on your skincare journey!