Complaints

This profile includes complaints for Cuddly's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cuddly

  909 Electric Ave Ste 208 Seal Beach, CA 90740-6310

  
• 

  Cuddly

  909 Electric Ave Ste 209 Seal Beach, CA 90740-6398

  

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:05/10/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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, out of the kindness of my heart, donated items to a dog in need through cuddly and now I am getting several emails daily ****************************** and when I went online to unsubscribe, there is no place for me to unsubscribe entirely. It allows me to check Once a month or daily. It does not allow me to totally unsubscribe from all emails. I emailed the company through their customer service link and asked them to kindly remove me all emails. It has been two weeks and I have not heard anything back from their customer service department and I am continually getting emails daily and I feel like I am being harassed.

  

  Business Response

  Date: 05/12/2025

  Hi *****, 

  I am so sorry for the experience you have had on **************************. We are so grateful for your kindness and generosity you have shown to the animals on our site and I sincerely apologize for the email issues you have had. I have gone in and made sure you are unsubscribed from all emails and you should not be getting any more emails moving forward. We are working to improve our email unsubscribe process and we greatly appreciate your patience and understanding at this time. We are very sorry once again for any inconvenience this may have caused. Please let me know if I can be of any further assistance or answer any additional questions at this time. Thank you for all you do for animals in need and have a great day.

  Customer Answer

  Date: 05/12/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ********
  
   
  

• Initial Complaint

  Date:02/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 am a small rescue who is finally starting to grow. I rely on cuddly to help me with vet bills and anything needed. For four months now I have had to ask where my donated money was and if I would get it that day. Payouts go out every Tuesday and Friday. I have been trying to get ahold of **** and ***** to see where my money is and ***** tried to say that Im not supposed to get the rest of my donated money until Friday when it was donated 2-9-2025 on a Sunday so I should have got it Tuesday 2-11-25. When I sent a screenshot to ***** there is still no response or it takes sometimes days before I hear back. I have not heard from **** at all! I still have pending stuff from 2 weeks ago that still hasnt shipped. It takes forever to get anything I need or when I ask if someone will order a certain item for me it takes days to get a response and get it ordered. I have to make my own posts now and run my own campaigns because when an urgent request happens it dont get looked at for at least 2 days sometimes longer. I am so irritated having to fight for the money people have donated to me and nothing is ever on time with them. I have had to reschedule vet appointments because my money never come in. My account held 120 dollars for a month I had to fight them for that too. This is seriously getting old and very unfair to us as a rescue and the donors!

  

  Business Response

  Date: 02/13/2025

  Hello ***, 

  Thanks so much for this feedback and I'm very sorry you've had a difficult time. I understand you have spoken with ***** today and you have received the payouts that were owed to you. Just a small clarification, our payouts are on Monday and Friday. There was a technical glitch on this Monday's payout, which resulted in you not receiving the full amount that you should have. But, we've made a full early payout today to ensure you have the proper funds. As you know, we work diligently to support growing rescues like yours and it's our honor to work with you. I personally and sincerely apologize for the brief glitch that affected your payout on Monday. Going forward, we've put safeguards in place to ensure this doesn't happen again. Thank you so much for your understanding and patience. 

  Customer Answer

  Date: 02/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  They have sent the payout and the complaint is resolved.
  
  Regards,
  
  ******* *****
  
   
  

• Initial Complaint

  Date:12/25/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Cuddly is continuously sending harassing emails even after Ive unsubscribed and emailed them directly to stop contacting me.

  

  Business Response

  Date: 01/03/2024

  Hello ******, 

  We've fully removed you from all of our email lists. We sincerely apologize for any inconvenience as it looks like there may have been a technical glitch with our prior attempt to remove you. I've double-checked to ensure that you've now been removed. I appreciate your patience and your support of animals in need!

• Initial Complaint

  Date:07/08/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  We are a shelter, Dogwood Acres Senior Dog Rescue, and donors purchased several items for us through Cuddly May 23-June 4 which we have not received. Some of the items have been showing in pending orders for over a month now and some aren't even showing up as a pending order. I received 4 items immediately and nothing since. I am missing hundreds of dollars in items that were donated to our small rescue in good faith. I have sent numerous emails to ******* who initially said they had shipping delays but that was weeks ago. Now she just ignores my request for information. I sent her a detailed list of what was donated what is showing up on orders and what is not showing up on orders and she has ignored that email several times . I asked to speak to the supervisor a week ago and she has ignored my email again. I am new to cuddly I've heard good things about it but this small rescue is beginning to wonder if it is a legitimate company or not. It is unfair to those who donated items to us and it is unfair to us as well.Here is a link to the file I sent twice that was ignored: **************************************************

  

  Business Response

  Date: 07/17/2023

  Thank you for reaching out with your concerns. On behalf of CUDDLY, I sincerely apologize for the unacceptable experience you have had thus far. It is our main goal and responsibility to make sure our partners are receiving the support and resources they need in order to help save animals. We want to make it right and help build back your trust.

  
  The correspondents you had with ******* did not address your questions or concerns, where they should have. We were in the process of moving warehouses but, regardless, should have still provided you updates on the status of your orders. As it is, we were able to track down all your orders and ensured they will all go out today, July 17th.

  
  In the future, if you do have questions, contacting *********************************** will go to all of our representatives. In addition, you do have your own personally assigned fundraising consultant, *********************************, who can assist you as well. I spoke directly with the Director of Sales who will ensure ******* set up a call to contact you.

  
  We thank you for raising your concerns and truly hope we can resolve this matter. If there is anything else we can do, please don't hesitant to reach out to us.
  

• Initial Complaint

  Date:06/11/2023

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Charged to my debit card was an amount to Cuddly for $190 . I have no idea nor have I ever heard of Cuddly. So I request my money to be returned. *****. A

  

  Business Response

  Date: 06/12/2023

  Hello *****, 

  Thank you so much for reaching out to us with these issues. 
  
  We are currently trying to get a better understanding of what happened, as we are a donation based organization, who operates solely under trust and transparency. 

  I have refunded the payment in full, as there are no previous indicators that you donated to CUDDLY in the past. 
  We would still love to talk with you over the phone and have left a message, as this could be serious fraud and you may want to involve your bank. 
  
  Please do get back to ** as soon as possible. 

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 donated to cuddly June 3rd 2022. I donated $72 Canadain to help a dog. I also signed up for $10 Us a month. However due to inflation I had to cancel after one monthly donation. There is NO cancel option on my account page. I contacted cuddly three times before receiving a confirmation cancelled email from *****************************. They keep billing me, twice since I cancelled. I have called, emailed and receive no response.

• Initial Complaint

  Date:09/26/2022

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  Charges to my credit card on 9/13 listed as Stripe for $.80 and 9/23 listed as Heidislegacydogrescue.com for $.80. Never made these charges/donations; have no affiliation whatsoever with Cuddly Inc. Was going to let the first one go, but now think it is going to be regular fraudulent charge and it is a low amount so that most people won't bother canceling card. I found it was Cuddly Inc by phone number that was listed on transaction.

  

  Business Response

  Date: 12/08/2022

  Hello ******, 

  Thanks so much for reaching out to us with your concerns. 

   

  We had experienced fraud on a payment processor called, Stripe, where someone was able to get into our account and "card test" card numbers the assailant had downloaded from else where. We have since cut all ties with Stripe, but can still look into getting you a refund. We did indeed ask for all charges to be reversed and were told they did this in the month of October. Did you not receive any refunds?

  Customer Answer

  Date: 12/09/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************
  
   
  

• Initial Complaint

  Date:09/21/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Cuddly.Com acting for Dallas *** RRR shelter has been unresponsive in honoring my request to stop soliciting me for donations. I requested to be completely removed and for 2+ years no action taken. Also there is no way to contact the shelter they are representing so they must take responsibility for not honoring my request since they are sending the emails.

  

  Business Response

  Date: 01/03/2023

  Hello ********, 

  Thank you for reaching out to CUDDLY with your concerns.
  I want to assure you we heard your request to be removed from receiving emails from CUDDLY and Dallas *** RRR. I ensured your email has been removed from our system and you have been unsubscribed from all emails sent by any animal rescue or shelter via Cuddly.com. I apologize for any dissatisfaction this may have caused you. Please know you can contact our **************** Team at ************ should you have any follow-up questions.

  Customer Answer

  Date: 01/04/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***************************