ComplaintsforCuddledown, Inc.

• Initial Complaint

  02/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was signed up for a VIP account years ago without my permission when I placed an order over the phone. Ive been auto charged each month ever since. I want this deleted and the fees refunded.

  

  Business response

  03/25/2022

  Our VIP Rebait program is a monthly subscription. According to our records, you accepted the offer on an online order that was placed on 05/26/2019 order number to reference is K2491520-0001. This program gives you a 30 day free trial, after the 30 days, it is a subscription of ***** plus taxes if applicable. It gives you 10% of all your orders with us plus shipping as a form of cashable a rebait check. We apologize for any inconvenience that this could have caused, however, it is important to note that our VIP program abides by specific legal regulations, meaning that we legally cannot subscribe the customer unless the customer decides to accept. Our VIP **************** would be more than happy to assist you in the cancellation of your membership. Please call Cuddledown VIP at ************

   

  Sincerely

  Cuddledown ****************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have called for two years now every time the Cuddledown sends me their catalogue to the previous tenant and they say they will remove it from their mailing list but they never do.

  

  Business response

  09/07/2022

  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 Service

• Initial Complaint

  02/20/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In July I placed an order from Cuddledown. I dont know how, but I was enrolled in the *** program. I suspect there was a free shipping lure. I could not find an email confirmation of *** status, but it is possible I deleted it, thinking it was junk mail. Today we looked at our credit card and noticed a $16 charge from them, and knowing we hadnt ordered anything in long time contacted the company. Apparently I was enrolled in that program, which costs $16 a month and still requires the customer to submit receipts to be reimbursed for free shipping! We were reimbursed for 6 months of the charge, but not this months. Granted, we should have looked more carefully at charges, but when looking at the bill, $16 doesnt stand out. It does, however, add up. This practice is deceptive and disappointing.

  

  Business response

  09/07/2022

  We sincerely apologize for the delayed response to your complaint. Please contact Cuddledown VIP with any concerns of charges or reimbursement that you are looking for. Their number is ************

   

  Customer Service

• Initial Complaint

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I submitted Cuddledownvip rebate claims (claim # *******-2253881-A, *******-2253881-B with accidentally created duplicate claims *******-2255060-A, *******-2255060-B) for cuddledown order K7381989. Today I heard back from the claim processing department that my claims were declined due to the reason of "no back up was coming up for us with your original attachment.". When I pressed for more details as to what back up means in this context, customer representative who was in charge of the claim was elusive in explaining the matter and I'm stuck with the process.Please kindly advise so we can move forward with the claim. I've also attached the documentation here for your convenience.

  

  Business response

  01/26/2022

  Thank you for your inquiry.  A copy of the paperwork that you received with your order needs to accompany the rebate forms.

   

  Sincerely,

  Customer Service

  Customer response

  01/27/2022

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Hi there,

   

  I have placed another order with cuddledown on 01/20 K7460952. On 01/21 I received an email about incorrect billing address, which was a known issue that can be fixed by appending apartment line to street address, so I called on the same day. The rep told me its all set, and I called again on 01/24 to check the status and was informed that my order will ship out Monday the latest. however, its Jan 27 and the order still has not shipped out yet, and customer rep seems to have no clue and insist I call ******** its absurd. Can you please advise? 

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Jiongjian

   

   

  

  Business response

  01/28/2022

  We apologize for the inconvenience with your order.  Your order shipped today and you should receive it within 7 to 10 business day.

  Sincerely,

  Cuddledown Customer Service.

  Customer response

  01/28/2022

  [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. 
  
  Regards,
  
  Jiongjian ****

• Initial Complaint

  12/13/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This is regarding the return for order number K6686792. The return was received by the Cuddledown warehouse on October 19 and my refund has still not been processed. I received an email in November 17 stating the only item in the order had been received and the return would be processed shortly but again, the return was never processed and my refund has not been issued. I have sent Cuddledown a total of 11 emails regarding this issue and have not once received a response. I am seeking a refund of $324.45 for the return of the king size synthetic comforter from this order.

  Customer response

  12/25/2021

  I have not heard from the business in response to my complaint.

  

  Business response

  01/24/2022

  We apologize for the inconvenience with your order.  You have contacted your bank who has charged us back for the merchandise.  As a result they negated the charge to you so you should be all set.

   

  Sincerely,

  Cuddledown Customer Service

*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. ↩