Complaints

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

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• 

  Cuddledown, Inc.

  14 Yarmouth Jct Yarmouth, ME 04096-7755

  
• 

  Cuddledown, Inc.

  3 Distribution Center Cir Littleton, MA 01460-6248

• 

  Cuddledown, Inc.

  554 Us Route 1 Freeport, ME 04032-7018

  

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:12/31/2023

  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.

  This company has been charging me $16.28 a month for an unauthorized membership fee.

  

  Business Response

  Date: 01/10/2024

  Did you speak with the Rewards/VIP program? We do not sign you up to the program. You must accept the offer online on your order to enroll. We will speak with VIP to have a member assist you as we do not handle any refund inquiries for them. 

  Customer Answer

  Date: 01/10/2024

  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.]
  
  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.
  I called Cuddledown at their number ************. Their agent said she was only authorized to refund 6 month of the $15.94 per month, which apparently she did (not received yet). I said this was unsatisfactory and want the full amount going back to February 2022. I have received no reply to the request for a total reimbursement.
  FAQ
  
  Regards,

  ******

   

   

  

  Business Response

  Date: 01/18/2024

  We spoke with management at the *** department. Here is their response: 

   

  They were fully refunded, but five of the refunds are still pending from being sent on 1/12/24. When the remaining refund was issued after the 6-month refund cap was escalated, a refund confirmation email did go out to the customer.
  
  So far, the customer has been refunded 18 out of 23 bill terms and once the remaining refunds go through, they will receive another confirmation email.
  
  

  Customer Answer

  Date: 01/23/2024

  [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,
  
  ***************************

• Initial Complaint

  Date:09/07/2023

  Type:Customer Service 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.

  I TRIED 3 SEPARATE TIMES TO PLACE AN ORDER FOR A FLAT AND FITTED QUEEN ***** IN WHITE (DEEP FITTED 21). THE NEW TELE***** SERVICE DOES NOT: HAVE PEOPLE ANSWERING THE ***** WHO SPEAK ENGLISH WELL, OR LOUDLY ENOUGH TO BE HEARD. ONCE THE OPERATOR TOLD ME THAT THE LINE WAS BAD, AND I HAD TO HANG UP. THE OPERATOR KEPT TRYING TO SELL ME A 16 FLAT *****, WHEN I NEEDED A 21 FLAT *****. IT TOOK ME 3 DAYS TO PLACE THIS ORDER. WHEN I ASKED TO SPEAK TO A CUSTOMER REPRESENTATIVE, SHE TOO DID NOT UNDERSTAND THE DIFFERENCE WITH THE 16 AND 21 ***** SIZE. IT IS OUTRAGEOUS THAT THE PEOPLE ANSWERING THE *****S DO NOT UNDERSTAND THE PRODUCT. I AM A LONG TIME CUSTOMER WITH ******************** BUT AM RELUCTANT TO GO THROUGH THAT EXPERIENCE EVER AGAIN! GET RID OF THE TELE***** SERVICE!!!!

  

  Business Response

  Date: 09/13/2023

  We apologize for the difficulty you had to place your order. We will let our **************** team know and have them coach the representatives that took your calls. 

• Initial Complaint

  Date:09/07/2023

  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.

  I have called in about the status of my return and refund and have been transferred between 5 representatives to which none have been able to help me. I have provided my order number, tracking information, name, address, phone number to 5 different people and they keep transferring me to someone else claiming they will stay on the line to help but do not. I have asked to speak to a Manager about this because no one can help and I was tired of being transferred 5 times now. This is terrible customer service. I deserve my refunded money as I returned the product properly.

  

  Business Response

  Date: 09/13/2023

  A refund check has been issued today for your refund. Please allow our Accounting Dpt. to print and bring the check to the mail room. At that point we will have the mail room express the check to you on a 2 Day. We are sorry for the inconvenience this could have caused.

• Initial Complaint

  Date:07/25/2023

  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.

  Ordered a sateen comforter from Cuddledown on 6/24/23; received on 7/1/23. Item was not as described on website. Called to generate a return and was told to just use return label provided in box. Took pkg down to ***** store 7/03, (return label was for 'smartpost' delivery. Tracked item to its destination and item was shown to have been picked up by Partner agent on 7/13. Called **** svc rep and after numerous attempts, was told that item was picked up but just not logged in receiving and to wait a week for processing and that she will escalate refund. Received a text 7/25 notifying me that **** pkg has arrived and that I need to confirm address on **********************. Since the country code was a +60, I have concerns that this is a scam so I called Cuddledown and was told after speaking with various reps that the item was still in transit even though tracking info I'd received showed pickup on 7/13 and conformed my ****** at Cuddledown that item was shown to have been received at warehouse on 7/13 awaiting posting and refund. With all the phone and email communication that I have done to no avail, I have to believe that this company is scamming their return policy and hoping that people will just drop their case, This item is worth $1123.24 and I need to get my refund processed promptly. Also I would like to alert the public to not trust this company as I believe they have no intentions of refunds to their customers.

  

  Business Response

  Date: 08/09/2023

  We apologize for the delay in responding to your concern. A refund was posted to your card of $1,121.08 on 07/25/2023 here is the reference number that your bank provided for that refund: ***********************. However, your bank disputed the original amount because of the issue, and we were forced to give back the funds that were originally paid on the order, plus the refund. Which means you are seeing 2 refunds.

  Customer Answer

  Date: 08/10/2023

  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 would like to notify you that it was my credit company that issued me a conditional credit for the purchase when I filed a dispute with ********* prior to my complaint to the BBB.  The credit card company was able to resolve the dispute and my conditional credit was confirmed to be permanent.  FYI - even though Cuddledown in their response claimed that they had issued a refund, I did not see that on my credit card activity.  Since ********* was able to resolved the dispute with  Cuddledown, I had considered the matter closed. There was no refund issued by Cuddledown and that I should see two credits to my charge card.  Since my credit card company was able to resolve my dispute, I had considered the matter closed and was not expecting anything out of Cuddledown since they had ignored all my previous phone calls claiming that they have not received the returned item until I filed a dispute with Citibank.
  
  I would have not taken the trouble to file a complaint with the BBB, it was my very first.  I am hoping that other customers would not have to go through the same ordeal that I had to.
  
  And no, I do not have two refund credit and nor do I expect it.
  
  Thank you for your time.
  
  Regards,
  
  *****
  

  
  

  

  Business Response

  Date: 08/30/2023

  A refund was posted to your card of $1,121.08 on 07/25/2023 here is the reference number that your bank provided for that refund: ***********************. However, your bank disputed the original amount because of the issue, and we were forced to give back the funds that were originally paid on the order, plus the refund. Which means we are out 2 refunds.

  Customer Answer

  Date: 09/03/2023

  [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. 

  Please note that **** only credited one refund to my account which should close out the dispute. I never receive a refund from Cuddledown directly.

  Thanks you.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:07/03/2023

  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.

  I purchased $760 in merchandise from Cuddledown. On the website, it talked about the Cuddledown Rewards program. I went to their website and did not find any language in regards to the program having any fees. So I joined. Then I noticed the rewards program charged my credit card $18.71. I called Cuddledown Rewards. ***** explained that the $18.71 was the monthly charge for the program. Soooo, not only did I not get a ***** as rewards for my $760 purchases, but they charge you for the membership.Supposedly, my $18.71 will be refunded to me and the membership will be cancelled. I asked ***** why there was absolute no mention of any membership fees on the website and he refused to answer.Watch out for Cuddledown and Cuddledown rewards. Their products are great, but their business processes are sketchy-loss orders and poor customer service.

  

  Business Response

  Date: 07/12/2023

  Please find attached screenshots of what our website states for Rewards Program policies. 

  Customer Answer

  Date: 07/13/2023

  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 ********************************** has some real issues with truthfulness and deceptive practices.  It is sad that businesses like this exist.  I am sorry I ever did any business with them.  Still cannot believe that the BBB gives them an A+.

  
  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,

  ******

   

   

• Initial Complaint

  Date:05/10/2023

  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.

  I returned a down comforter to Cuddledown on Apr. 7 2023. Which I previously purchased quite awhile back. I had no receipt,, but their label is on all the items that I purchased from them. Because the item was older and are now own by another company, they had trouble locating the item that was being returned.therefore they processed a check for me in the **** of $72.20. When I call cuddledown about the amount. The woman (*****) who I had spoke to said that they would make another check to me in the amount of ******., but she had to clear it with her supervisor. Another phone call later, and now that are going to be sending me a gift certificate in that amount. Previously, in good faith, I ordered another down comforter, which was over $700.00. Which I have received. Cuddledown has a money back guarantee, which they did not honor. I am very displeased. I will no longer buy anything from them. Customer service no longer exists with **********************.

  

  Business Response

  Date: 05/11/2023

  This case was escalated to our **************** at the corporate level. At the time that you purchased your comforter (10 years ago), Cuddledown was a separate independent company which was then acquired by our ************************************ Unfortunately, we did not get transferred over the complete information of this order which included how much you paid for that comforter. All we have is a record of the order and the date. Unless you are able to provide proof of purchase and proof of payment, we are not willing to refund you an amount that we are uncertain of. Nonetheless, we are honoring our unconditional return policy, by refunding you in the form of a gift certificate. 

• Initial Complaint

  Date:04/18/2023

  Type:Sales and Advertising 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 have been a member of CuddledownVIP for many years. It is a club membership paid monthly with a saved credit card that is automatically charged monthly. As of February 2023, Cuddledown VIP has decided to charge sales tax each month on the $14.95 that is charged to my credit card for the membership. I live in the **************** which has ZERO sales tax on memberships! I have contacted Cuddledown VIP and repeatedly asked to cease and desist the sales tax charge on my membership as *** explained that there is no sales tax in the **************** on memberships. Im a member of several organizations and have never ever been charged sales tax. Please help!! Cuddledown VIP is ignoring my requests.

  

  Business Response

  Date: 05/05/2023

  We will forward this concern to Cuddledown VIP. 

  Customer Answer

  Date: 05/08/2023

  [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,
  
  ***********************

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair 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.

  In January 2021 I purchased some bedding from Cuddledown. I was somehow enrolled in their VIP program. Starting in February 2021 and every month after that my credit card has been charged $14.95 until February 2023 when it increased to $15.85. That was the first time I noticed the charge every month, I called them and they canceled my VIP status. Whatever the benefits, I never knew or intentionally used. When I called about this in addition to canceling, they credit me with the last 6 months of the fees, but no more. I am still looking for a refund of $14.95 for each month from February 2021 until August 2022, for a total of $284.05. My husband and I are retired and approaching 80. A refund for these unused benefits would be very helpful.

  

  Business Response

  Date: 03/31/2023

  The *** Rebate program gets offered to all of our customers when they place their orders online. Customers have an option to choose whether to enroll or not, then must follow the steps outlined to successfully accept the *** Rebate program, by accepting the terms and conditions specified. Your *** offer was accepted online on order K5525499 date of order 01/24/2021. Please contact Cuddledown *** at ************ so that they can assist you further.

  
  Thank you.

  Customer Service

• Initial Complaint

  Date:02/26/2023

  Type:Delivery 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.

  Less than 24 hours after placing an online order, I have yet to receive an email confirmation of the order. Order #K9392113. I called **************** and asked to cancel the order. They stated they were unable to cancel the order because the order was already at the warehouse. It hadn't shipped yet.

  

  Business Response

  Date: 03/01/2023

  We apologize that the order could not have been cancelled by the time you called us. Our system does not allow us to modify an order once it is getting picked and packaged to go. We could not make any changes to the order by the time you contacted us. Please refuse the package from the *********** or return it with the Shipping Label inside the box so that we can issue the refund at the time we receive it. The order shipped on 02/27/2023 with ***** tracking **********************.

  Is this the correct spelling of your Email address? ***************************

  We apologize that our system did not send an Order Confirmation. Would you like us to send you a copy of the order for your records? 

   

  Thank you. 

  
  Customer Service

  Customer Answer

  Date: 03/03/2023

  [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,
  
  *****************************

• Initial Complaint

  Date:02/17/2023

  Type:Delivery 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.

  Ordered roughly $2500 worth of bedding items, with expedited shipping added. During the next **** days We didnt see anything arrive so I checked status and it showed nothing had shipped.I emailed the company, and I received an email response advising they needed to confirm my CC information. So I responded to cancel the order. That was at night and I live in ******. The Next morning I received 2-3 emails advising I COULDNT CANCEL as the order was already in the system. This was despite the previous email advising my CC needed confirming. Except I had already ordered my bedding from another more professional and organized company. So I was advised to wait for the items I ordered and I could return them. This process was a huge waste of time, as Im communicating with overseas operators who really cant do much to help. When I asked for a Supervisor they just put you on hold forever or adviser the supervisor will tell me the same useless information. So the order EVENTUALLY arrives about 3.5 weeks after I ordered. There were items backordered and I was upset that by paying for expedited delivery, that it was not expedited at all! I opened the two boxes to retrieve the return label. Taped both boxes up, and took them to the *********** the next day. Fast forward to 2 weeks later and cuddledown has no record of the return, and asked ME for the tracking numbers for the labels THEY provided. I had tried to get Confirmed receipts set up, but the *********** advised the Return labels for cuddledown wouldn't allow this. Repeated calls to their overseas **** center go nowhere. While polite, the folks ******* the phones over there dont understand things too well. My requests to speak to **************** were not granted. So this company has issues. I see other complaints similar to mine, so we can assume the head office is playing numbers, and responding to these BBB complaints but not fixing things properly. Imagine how many elderly clients gets screwed by this company. BAD

  

  Business Response

  Date: 02/24/2023

  We apologize for this inconvenience. Once the merchandise arrives at our Warehouse, we will issue the refund. The refund process can take a few weeks coming from ******. We will have the ****************** be on the lookout for the package so that we can issue the refund as soon as it arrives. 

   

  Customer Service