KustomerReviews of kustomer.com

I am unfortunate enough to be using Kustomer for both Curve and Tide. I have had a conversation with each going on for a few weeks now. Kustomer is making it impossible due to the fact that it seems to automatically close or remove threads and starting a new one with a human involved is almost impossible. I'll chase up, they say they sent something, the message does not exist or the chat does not exist. Then I can't reply to tell them that because the thread that does exist has now been closed. I then have to start the cycle again. I thought the people at Tide were just useless, but seeing the same patterns play out on Curve too is highlighting that it may not be them at all. This is no customer relationship management platform, its a brand destruction platform. Avoid it at all costs for your business!

Absolutely horrible service. Their AI agent is horrible.It's supposedly powering Tide banking app and I have never got any meaningful answer

I’m really disappointed that despite a polite decline to engage with you and a formal request to remove my details that you have continued to aggressively reach out to me. Your tag line in your email says “say goodbye to bad service” - please follow your own advice and listen to it. Additional review 23/09/26 On the 23 Sept 2026, more than two years after my review, Kustomer have reached out via trust pilot to verify that my review was genuine. They have asked me for a reference number and my personal details such as my full name and phone number. Given that it took me months to remove my phone number from their system there is no way I would supply it again. For context, they were continuing to contact me in my capacity as a customer support manager on my personal phone number. They then refused to delete my details. That they are now pestering me once more to provide these details is outrageous. For clarity, I was not a customer. I was a lead that they continued to contact long after I had repeatedly told them we were satisfied with our current tooling system and not looking to review any new offering. Further edited to add that it is unsurprising that they can not verify my review. I had to request under GDPR legislation that they erase all of my personal information.

So happy to see that someone wrote my thoughts 18 months ago... so disappointing and almost depressing that nothing improved. I must add that it has an agressive "timeout" that closed my chat after 10 minutes without warning while I was still waiting for the response notification (the response was there, but the notification failed. Surely a bot can wait a tiny bit longer if someone knocks on my door, since it's not a human, don't you think? I subscribe that this is NOT a conversational AI bot... it may be trained with probabilistic Machine Learning models to match similar expressions, but it follows a fixed pre-defined flow that limits it a lot.

I've used Kustomer a few times now, the latest experience on the Curve platform. The product is painful, the answers are irrelevant and it's a total blocker from speaking to a human that can actually solve my problem (instead of going around in circles with Kustomer responding with irrelevant options with no way to escape the vicious cycle)! Horrible product ruining a good companies (in this case Curve) who rather waste money on AI which doesn't even come close to the actual standard or definition of AI. Update 20/10/26: Kustomer are trying relentlessly to get this review removed. First they suggested that I didn't have a genuine Kustomer experience - which I then had to prove to Trustpilot (thankfully I still have the screenshots from the disastrous experiences on Curve). And the latest attempt (today) is that they claim this review belongs to another business. NO it does not, it belongs to your poor product as per the other reviews reporting the exact same poor experience on Curve and Tide. In fact, the only 5-star review Kustomer has is a suspiciously overly-enthusiastic post from a user with just 1 Trustpilot review...

The best and most innovative software I've encountered for managing a customer's experience!