Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/10/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a Queen sheet set and a pillowcase set on October 7, 2024 and received a duvet cover (which was not what I originally order and they switched what I ordered in their system -- I assure you I would never order a duvet cover since I live in the desert and do not use a duvet).
  
  The pillow cases were $69 and the duvet cover that I did not want was $169.
  
  I did not use the cover nor wash it and saw immediately that it was the wrong item and requested that I initiate a return.
  
  Despite having a clear return policy for international and national returns and the fact my item falls under that category of being eligible, they will not accept a return. They came up with a bogus excuse and wrote me that my area (aka the USA) cannot send returns. Excuse me??? This is not true. There is nothing about this on their website so and I spoke with ******** ****, my US post office and customs and they all said there is no reason why bedding cannot be shipped to Canada and I'm being **** to by Hush.
  
  Then Hush says I need to donate the item -- donate a duvet cover in the hot desert???? -- show them a receipt that I donated it and then they will refund me. This literally makes no sense *** ** ******* *****.
  
  Their phone number is defunct as well *** * ** ****** ********* *** **** ***** ********

• Initial Complaint

  Date:11/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a duvet , duvet cover &pillow from the company Hush for total of $852.92 on August 30/24 received a email from them stating my order had been cancelled on Sept 2/24 . I called company on Sept 3/24 to find out why my order was cancelled. I was told there must of been a glitch on their side . I was told my credit card would be credited the $852.92 and I could place an order .. I decided to not order pillow and my total was $507.14 for the 2nd order.. I called back on Sept 10/24 to find out why my first charge of $852.92 was still on credit card ? I was told that my 2nd order would not be filled due to out of stock . No email was sent out to inform me that there was an issue with the 2nd order . I asked to cancel & was told someone from customer service would call or email me today .NOTHING ..

• Initial Complaint

  Date:20/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order for a 2-in-1-bundle from hush Canada. Received the order but there was a defect on the zipper of the duvet itself. A week of back and forth with customer service, was sent a link to start an exchange. Processed the exchange and returned what I had received. A month later still had not received the new bundle. Called Hush and was told label created but would need to look to find out where it was. Received the new bundle a week later and it was the wrong item and color. Reached out to Hush again and was told I would be sent a return label and a new shipment would be sent. 4 Days later still nothing so called again. Spoke to someone who said they would send me a new cover as that was what the issue was and have a manager call me. Cover arrived in wrong color again and no call from manager. Sent email to company and a week later manager called. Through multiple phone calls I have had a new cover sent and a partial refund but the new cover is defective. Manager has now stated that the classic cover in grey doesn't actually fit and therefore will not zip together. The first bundle I received, the cover fit but the zipper teeth were defective. All the videos, including the video on the website itself show the grey classic cover zippering. Why is the company lying and saying now it doesn't fit when this is not disclosed anywhere?

• Initial Complaint

  Date:06/08/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Queen-sized 25lb Hush Classic Blanket With Duvet Cover in Classic Gray on 10/3/23 with an added 36-month protection plan. This was Order #*****, and the total was $207.29. Later that month, on 10/29/23, I purchased the Queen-sized Iced 2.0 Covers in Gray. This was Order #*****, and the total was $118.50.
  
  I contacted Hush's customer support via the online chat system at the end of April 2024. My issue was that, despite the company's promise that the Iced cover has zipper compatibility with all Hush blankets purchased after 2022, my cover was incompatible with the weighted insert I received with the Classic cover. The Classic cover and weighted insert zipped together via three sides, while the Iced cover required a zipper along all four sides. I only realized the problem in April when it was finally warm enough to switch to the Iced cover. Regrettably, I do not have a copy of my original message. I received a response on 4/22/24 that had the incorrect name and order details. Clearly, my original message was not read whatsoever. After stating my issue again, I was incorrectly informed that the zipper tech would not work with the Iced cover. I never received a response after explaining that is not what the website said.
  
  I emailed again on 5/12/24 stating I had defective products. I have ******** all emails so you can read them for yourself, but this started a three-month-long complaint process where I was informed Hush would send me a new Iced cover and was assured that it would be compatible with the weighted insert I had by zipping on three sides instead of four. When I finally received the new cover at the end of July, it was incompatible and zipped on four sides.
  
  All I want is what I was promised: two duvet covers (classic and iced) that are equally compatible with the weighted insert. If this is not possible, I want a full refund and an update on the website that specifically states the zipper tech is NOT compatible with both duvet cover types.

• Initial Complaint

  Date:26/07/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ****** ***** (International Director Of Retail Sales at Hush) did not honour their “Risk-free 100 day trial”. Please review the Hush website for the purchased duvet here:
  https:/***********************************t
  
  You will note it says “Risk-free 100 day trial” - 3 times on the page for this product alone. NOT final sale per ******s response.
  
  It appears that Hush’s Return Policy page doesn’t specifically exclude the duvet in the list of items described as ‘final sale’ and this item likely falls under ‘blanket’. But if not, then this was simply not cross checked or was missed by Hush. Either way, when purchasing this item there is misrepresentation.
  
  I asked ***** to review their misrepresentation and explain further or forward this issue to another company representative who has better insight into their return policy and marketing.
  
  No response from *****.
  
  This company is not legit and does not stand by their return policies. There is serious risk to purchasing from this company. ***** ******!
  
  I waited almost 3 weeks for an initial response/assistance with returning this item and simply received unprofessional one liner responses from ***** (and lack of review of review and follow through on their return policy). This reflects poorly on Hush. This is terrible customer service (as many other reviews online have claimed).
  This type of business operation cannot continue.

• Initial Complaint

  Date:02/07/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 31, I ordered (1) queen duvet cover, equallying around 137$. Just after checkout, once my order was confirmed, I accidentally pressed a button that added bamboo sheets automatically onto the order, therefore updating it automatically. How stupid. It's so easy to make this mistake! However I knew right away what happened, so I emailed AND called the same day within a few hours to explain that I want to cancel + refund the order (and specifically giving the order # so that there was no confusion), and also that I made a new order. Should be easy enough. Instead, I was charged 137$ twice, and 176$ (cost of duvet and sheets). So far, I have gotten the 176$ refunded and received the duvet cover. Hush has yet to refund the additional 137$ that they double charged, despite calling them several times. On June 20, I followed up on an email I sent with screenshots of my online banking showing the charges. The agent said no problem, will refund right away, so sorry. No refund or confirmation email to follow up, so on June 27 I called again. The agent had a completely different tone and tried to tell me the charge wasn't real, it was a "pre-authorization" before charging me the true amount. This doesn't seem sound to me, and also ** confirmed the charge deducted from my card. Still awaiting Hush to refund me.

• Initial Complaint

  Date:25/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  June 2, 2024, I ordered a ****** **** Hybrid Mattress, original price $1399.00 I got a discount and $1052.39 was charged to my credit card. Hush Blanket Website says (In Stock and Ready to ship) I printed out a copy. I purchased Delivery Insurance and was e-mailed the overview, stating if the product is in stock it will usually ship in 1-2 days or if the product is pre-order I will get an e-mail with the estimated delivery time. Delivery is 5-10 days after shipping.
  I received a confirmation of purchase e-mail. no estimated shipping. By June 7 I received no e-mail with a shipping date, so I tried to call. I clicked on confirmation e-mail return address which brought me to the website to look for a number. At the bottom is ###-###-####. That number brings a ******* error message. I called multiple times over the next few days because * ***** ** ******* *** **** *******. Finally, I went back to the (delivery insurance e-mail) they sent me and found a correct number and I was able to speak with a customer rep. By this time my concern was a planned vacation coming up and not wanting the mattress delivered while I was gone. I asked for order to be cancelled or even suggested a delay. Customer rep looked up the order number and said the mattress had not yet shipped and passed me off to another who also said the mattress had not shipped, then passed me off to another, I told them all I wanted to cancel the order, it had been 12 days since I ordered and there was no timeline they could give me for shipping, and I was going on vacation. The rep said even though the mattress had not shipped, they had to put in a request to their vender to cancel and it would take 24 to 48 hours to get confirmation. I waited three days, called back, they said they had not received word yet. June 25, they say they have my cancelation request but have not heard back from the vender yet. 23 days after my purchase and 12 days after I cancelled, I have still not been refunded.

• Initial Complaint

  Date:24/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the cooling duvet king size. It stopped having any cooling to the touch and instead traps heat and is so hot to sleep with after 90 days. I got in touch with customer service after the 100 day mark simply because i am a single mom with many other priorities and the response was a) you’re outside of the 100 days b) the cooling technology not working isn’t a product fault or issue so a refund would not be eligible even within the 100 days

• Initial Complaint

  Date:22/06/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 5/28/24
  Amount: $360.50
  What the business committed to providing you: I purchased two sets of queen-size sheets and four pillows.
  Nature of dispute: I've been trying to ship the pillows back to them since they arrived on 6/5/24, but it's been difficult to get in touch with the third-party seller called *********.
  Order #*************
  *** Tracking: ******************
  
  The following is the email I sent ***** ** ******, CFO of ***** *******, the company that purchased Hush, on 6/22/24 at 10:45 AM EST at ******************@*************ca:
  
  Dear Mr. ** ******,
  
  My name is ****** ******, and I’m a new Hush blanket and pillow customer. I am forwarding the email trail below as proof that I’ve been put the rigger with one of your third-party sellers, who doesn’t want to honor the Hush 30-night warranty. I’ve been trying to ship the four pillows I purchased from them back since I received them on 6/5/24 but to no avail. **** ***** told me he would only accept the three unopened boxes and ship the one opened box back to me. I don’t know how many chats I had or calls I made to Hush asking senior management to contact me while the return policy keeps dwindling. It’s as if they want the time to pass; this way, they keep my money, and I can’t return the pillows. All third-party sellers should honor Hush’s 30-night warranty regardless of where the customer purchased the items. Please help me get my money back and return these pillows to **** *****.
  
  I look forward to hearing from you.
  
  Thank you,
  ****** ******
  
  I've also called customer support at ************** several times and chatted with ******* ******, Customer Support at Hush, on 6/19/24 at 1:49 PM and again with ***** ******* on 6/22/24 at 9:57 AM. Both said they escalated my request to the management team and someone would call me sometime next week.
  
  Please help me, BBB.

  Customer Answer

  Date: 26/06/2024

  Thank you for handling my complaint. * ** ********* the receipt which have the entire order and how much I paid, and shipping receipts for sending the four pillows back to Hush in Canada. It cost me $240.20 to ship them and I paid $190.40 for them, which is how Hush tries to get customers to stay with their products. A work as a temp Administrative Assistant and can’t afford to lost $360.50 on top of $240.20 for a total of $430.60 that I am out and I have no pillows. I also purchased sheets but I’m happy with them and didn’t return them. My complaint is for the four pillows, and the shipping costs. 
  
  I look forward to hearing from you.
  
  Thank you.
  **** 

• Initial Complaint

  Date:19/06/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted an order an order on June 5, and paid for next day shipping. It is now Jun 19 and I have not received any updates on whether the items have shipped and attempts to contact the company via email and the website chat have been unsuccessful. No response back. After spending $380 on products and shipping, I would like the job to be completed (delivery) and a refund on the shipping at the least.