ComplaintsforCuddledown, Inc.

Bedding

Multi Location Business

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Initial Complaint
08/31/2022
Complaint Type:
Delivery Issues
Status:
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.
I ordered 2 pillows, 2 pillow protectors, and pillow cases for the pillows from Cuddledown catalog. Catalog early Autumn, Catalog Code *******. The order was placed with **** on Aug 11, 2022. Order # W6369342. Charged to Amex $225.40 including shipping & taxes. The entire order was supposedly shipped by ***** on August 12, 2022. Pillow cases were delivered by ***** as expected. **************** protectors were not delivered. Subsequently I called multiple times (at least 4) asking when **************** protectors would be delivered. Each time I was given different shipping information by the operative who answered the call. First *****, then ***** then **** back & forth. On August 27, the last person I spoke with, ******, said the pillows &pillow protectors would arrive at concierge desk in my assisted living building on Aug 31 by ***** Today is August 31. In the meantime I have received multiple emails saying my order has been cancelled by me & a certain amount of money is being refunded to Amex. At this point I dont have a clue on what is going on. I am 79 yo & live in an assisted living facility. I ordered everything on the assumption the company is Honest. Clearly I am wrong. I have no use for pillow cases without the actual pillows for them. This is a clear case of elder abuse. Please investigate & resolve everything to my satisfaction. Thank you, ***************
Business response
09/16/2022
Hi *************,

We apologize for this whole confusion. Here are the most recent details that we have: On August 27th you called our **************** Dpt and stated that your first order of pillows (W6369342) was not delivered to your address, however ***** says they were delivered. At that time, we reshipped the pillows to your address at ****************************************************************************. The order # to reference for that is R1210048. The tracking number for that order is 9261290988301342361498 and that also shows delivered to your address on Thursday, Sept 1st. This is the 2nd time we reship product to your address and ***** says it delivered it, but you claim otherwise. We are not denying the fact that you have not received it, but ***** shows as the package being delivered. We cannot keep reshipping product that will not get delivered to you. Is there another address where you would like us to send the pillows too? We do not understand why these packages are not getting to you, but they show that they were delivered. Could there be a possibility of the package being stolen? We will try our best to assist.

****************
Initial Complaint
08/29/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am a long-time customer of **********************. I ordered two items on August 23, 2022, and received an email from Cuddledown acknowledging the order the same day. The items I ordered were marked "in stock" on the day I ordered them, and are still marked "in stock." However every time I check the "order status," the message tell me the order is "in process." I have called **************** five times today to try to get an agent who could tell me more about the order, to no avail. Each time, the agent tells me the order is "in process." When I ask why it is still in process after one week, I get no answer. I've tried to get an agent in ***************** each time, and have held the phone as long as ten minutes while being transferred, and am still transferred to an off-shore agent who can't answer my question. I'm not sure what to do about this; customer service from ********************** is abysmal.
Initial Complaint
07/26/2022
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Cuddledown will not stop sending me their printed catalog in the mail, despite my requests to stop.I have called them 5 times since 4/5/2022 at their ************** phone number to ask them to stop.I placed the calls and spoke to a customer service rep on 4/5/2022, 5/12/2022, 6/18/2022, 7/10/2022 and 7/26/2022. Each time they assured me that they would stop sending their catalog.But I continue to receive them. The latest one was delivered on 7/25/2022.
Customer response
08/07/2022
I have not heard from the business in response to my complaint.
Business response
08/17/2022
We apologize. We have removed your name from all of our lists but if you do not register with the *********************** to stop receiving catalogs or continue to order from other catalogs or your info is received off mailing lists you may still receive catalogs. We will do our best to make sure you don't receive any of our catalogs.
Customer response
08/17/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:
I have registered with DMAChoice.org for $2.00, which seems to be the only way to guarantee that Cuddledown will stop sending their catalog. I'm not happty that I have to pay to have Cuddledown stop. But, you can close this complaint. If after 90 days I'm still receiving Cuddledown catalogs, I will open a new complaint.

Regards,

*********************************
Initial Complaint
07/10/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I have in the past ordered products from Cuddledown, Inc. The sell bedding supplies like sheets. I noticed only recently that my account was being charged ***** for "VIP" service from cuddledown. I never would have knowingly signed up for such a service. I called cuddledown to find out what this was and they informed me that I had been getting this service since 2018. They were sending notices about charges to an email address that I never use - ************************* I believe that cuddledown presented this service in a way that I had to opt out of - I did not have to give consent to start getting it - and then after a 30-day "free trial period" started charging me for it. I do not know what the service entails because I never even knew I was charged for it. When I talked to the cuddledown customer service rep, she said that she was "allowed" to reimburse me for 6 months of payments but that was all she was "allowed" to do. I would like all payments deducted from my debit card reimbursed to my account and I would like for cuddledown to change the way they enroll their customers into this "service". I have attached a snapshot of the past 6 months of charges, which is all I can view on my online banking.
Business response
09/07/2022
We apologize for the confusion. Please contact Cuddledown VIP and have to have them reimburse you. The Cuddledown VIP line is ************

Sincerely,
Customer Service
Initial Complaint
07/07/2022
Complaint Type:
Product Issues
Status:
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.
I ordered a comforter that all the filling went to the edges some how,I called, they said yes send it back for a refund of $263.00 to ********************* We never received this credit. My husband has had the bank check twiceno credit received. The cuddledown customer service has employed foreign speaking people who are hard to get through to they can only say call your bank for the credit.I am frustrated, because I already went to cuddledown and replaced the old comforter. I have all of the back up paperwork and receipts. Original return confirmation # : W3045541 This has been going on since February 6. To us, this is a bit of money. We are not in a position to just say of well, forget it.Please, if you can help **. Thank you.***** and *************************** ********************************************************** Tel: **************
Business response
09/07/2022
Hello,

We sincerely apologize for the delayed response on your complaint. What we are prepared to do is issue a refund check for your refund and expedite it at no cost to you. Our system does show that a refund was posted, however if the credit card was closed or compromised, sometimes the refunds do not get posted. Let us know if the refund check is fine to do and to what address you would like us to send it too

Thank you
Customer Service
Customer response
09/07/2022
[A default letter is provided here which indicates your acceptance of the business
196 ****** response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Please send the check for $263.00 to the following address:

***********************
196 ******* Unit #***
*******, ** 01451

Regards,

***********************
Customer response
11/14/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I still have not received my check for $263.00 from Cuddledown of *****.
Business response
12/02/2022
We have issued a refund check in the amount of ******. We will overnight it to your address once we print it. We will respond to this complaint with the tracking # so that you can have it for your records. We apologize for the delay.

Customer Service
Initial Complaint
06/10/2022
Complaint Type:
Service or Repair Issues
Status:
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.
I placed a large order on 06/02/22. I wasn't notified that a critical part of the ensemble was actually unavailable and I wasn't allowed to cancel the order even though most of it was unusable without the missing items. I spent more than an hour on the phone with eight representatives who told me that it was my fault because I ordered online rather than by telephone, that it was too late to cancel the order (even though it hadn't shipped), and the last rep said that I would be blacklisted from 15 catalogs if I disputed the charge on my card. (Yes!)Pretty much every day since I placed the order, the Order Status page alternates between the missing item(s) being canceled and being shipped. Of course, the totals for the orders are different for different days, but NONE of them match what I'm being charged. I attached documentation.And the order has never arrived so I can't even see a packing list. I'm missing my only vacation this year because I'm waiting for an order that never arrived and that I don't even want.NOTE: the account number on the attached statement doesn't match that on the order because one week after I placed my Cuddledown order, my credit card was hacked. My bank closed the account and issued me a new number.
Business response
06/16/2022
Hello,

We apologize for the inconvenience this could have caused. Stopping a shipment on an order is difficult because we ship thousands of packages from our warehouse a day- your package could not get stopped because it was already on the pallet ready to load on the truck along with other packages shipping out that same day. If you decide to dispute the charge with your ******************* that is completely up to you, however it does suspend your ordering privileges with us and our other catalog companies. We show 1 authorization that was a pending authorization for $631.92 which included all 10 items. Unfortunately there was an item out of stock and that brought down the total to $615.35 which was the charge that was put on the card. It was one ending authorization which drops after 3 business days, and one hard charge on the card of $615.35

Your package shows delivered on 06/15/2022 signed by you tracking #: 566763189270. Your package should have a Prepaid Return Label inside the box. Please let us know if you do not have one and we will ****** one to you.

Thank you
Customer Service
Initial Complaint
05/02/2022
Complaint Type:
Product Issues
Status:
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.
I am waiting on the return of close to $700 for a comforter return. Cuddledown was supposed to mail a check. I haven't received anything in over 45 days. I have called customer service over 40 times and was told I need to speak with a level 2 representative to find out where my money is. I was on hold for over 4 hours on three different days and was transferred over 40 times with not one call getting to the level 2 customer service reps. I was told to expect the check in 10 business days. It is now over a 45 days. My return order number is R0819097 for $739.43.
Business response
05/05/2022
Hello,

We apologize for all the confusion and delays that you have encountered with our **************** Dpt. We are aware that you spoke with one of the *********** Supervisors and this issue has been straightened out. Your check printed this week and should be arriving within **** business days.

Thank you very much for your patience
Sincerely,
Cuddledown ****************
Initial Complaint
04/28/2022
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I placed an order with Cuddledown and the shipping and handling fee does not appear until the order is placed.I saw an almost $24 fee for shipping, and I immediately received my confirmation email and in that email there was a drop down box to CANCEL an order which I did within FIVE MINUTES of placing the order!The cancellation request went to the same entity which ACCEPTED the order and I wrote it was within FIVE MINUTES!An email two(?) days later wrote that it was too late to cancel, my order was packaged and ready to ship.What kind of fraud is it that that something was packaged within FIVE MINUTES, and a CANCEL option is provided but impossible to utilize?!
Business response
04/29/2022
Hello,

We apologize for the confusion. Your package should have a packing slip with a pre paid Return Label. You can drop it off at the post office or any ***** location, send us the Return Label tracking number and we'll issue the refund at the time you have provided the tracking information.

Thank you
Cuddledown Customer Service
Customer response
05/03/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

I asked that I be refunded my original shipping and handling fees so I am accepting this with that understanding.
Regards,

*************************
Initial Complaint
03/30/2022
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I purchased an item in 2019 that has since been damaged. The company had an unconditional return policy where I was able to return the item in 2022 for a replacement. the replacement I had to buy and pay for as a new order. Once I shipped back the damaged product I was supposed to get a refund. They placed the refund back to the original credit card on file that has since been closed. I have asked them to issue a check refund instead so I get my money. Over a month later, still no money, and no answers. So many calls and wasted time. Worst customer service ever. order number ******** Waiting on $100 refund check
Business response
03/31/2022
We apologize for the inconvenience that this delay has caused. We are aware that you spoke with one our Supervisors today in our corporate office and she did advise that she will begin a check trace so that we can confirm that the original check hasn't been cashed and reissue a new check sent on express delivery to you. She is the Supervisor handling this matter and she will be contacting you once she gets an update

Sincerely,
Cuddledown Customer Service
Customer response
04/06/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I did receive my refund check via ***** today 4/6/2022. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*******************
Initial Complaint
03/18/2022
Complaint Type:
Product Issues
Status:
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.
I returned an item to Cuddledown under their unconditional return and refund policy. They have received the item, and say they credited the charge account used for payment. However, that charge account number was closed (due to fraud prevention), and the credit card company has no record of Cuddledown's credit. I have spent hours on the phone and in writing to Cuddledown and with the bank, and Level 2 Cuddledown Customer Service Representative Peter has told me that in this situation where the original charge account number no longer exists, Cuddledown will issue me a check for the refund amount. I originally returned the item on 10/4/21. Peter told me in two different calls, on 1/21/22 and on 2/14/22 that I would receive a check in 7-10 business days. I have received no check. I called again today and the CS department put me repeatedly on hold for over 30 minutes - no one was available to resolve the issue. The original order # is J993193900012. The item is one pair NIU pillowcases. the amount of the refund is $29.25. I have sent a copy of the original packing slip to Cuddledown, and Cuddledown acknowledges that they have received the return merchandise. The problem is that they, after more than 5 months, have not yet refunded my money as they promised, by check. They have made refunds by check to me for other orders, so I don't understand why they haven't sent the check for this refund, despite Peter asking the payment department twice to send the check. Please, have them send me a check for $29.25 now. Thank you

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