Susan
Misleading incompetency
This may be a petty complaint, but in principle it's an indicator of poor customer service, incompetency, and a trust issue. Recently the company sent me a few emails about their fancy new limited edition bottle designed for their anniversary. The emails stated my next order would be in this special bottle. I received my order and in the box was a flyer stating that included in the box was my product in this special bottle. I open the bag, it's the same old bottle as always. I shoot them an email about it. Received a sappy apologetic response. They were oh so sorry but the product i purchase was not a part of their special bottle deal. So why the head game? What else does Curology mislead me about? Do I even receive the correct product or do they just put anything in the bottle? I have no way of knowing and have to trust them. This very stupid special bottle episode is such a weird and blatant screw up. It's not a simple error, it's a very misunderstandable error. Do they just not pay attention to what they are doing? Is this just how they operate in general? Do they even put the correct product in the correct packaging? They've been unable to explain how this stupid mistake happened, but they are sorry, ugh. Again I asked for an explanation, they responded with a $20 coupon, really? I would love to understand how they promoted that my product was to be in a special edition bottle and then tell me that the bottle was for a completely different product? I realize that this is a petty complaint but it's broken any trust I had with their company. Does no one oversees their operations? Or is the place being run by a bunch of high school students earning minimum wage? This is a very weird and unprofessional situation. Thankfully there are many other companies that offer the same products at the same or better pricing.
Response from CurologyOct 21, 2026
Hi Susan, I’m Stassie, a lead on Curology’s Customer Success team. Thank you for sharing your feedback. We understand your frustration and appreciate the opportunity to address your concerns. While our anniversary promotion specifically referenced Custom FormulaRx, we recognize that the wording and presentation of our emails could have given the impression that the limited-edition bottle would be included with your order. We understand how this could have been confusing, and we’re sorry our communications and subsequent responses did not provide the clarity you deserved. We want to reassure you that the accuracy of our prescription products is something we take extremely seriously. We have careful processes in place to support the accurate handling and fulfillment of prescriptions, and we understand why this experience raised broader concerns about trust. We’re sorry our communication around this promotion contributed to those concerns. We appreciate you bringing this to our attention and will share your feedback with the appropriate team so they can review how the offer was communicated and help prevent similar confusion in the future. We also recognize that the goodwill gesture offered by our Customer Success team fell short of addressing your underlying concerns, and we’re sorry it left you feeling unheard. I’ll follow up with you via email so we can continue the conversation and provide additional support!