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. has 3 locations, listed below.

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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:01/16/2023

  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.

  I placed an order on 1/7/23. Heard nothing for3 days even though order product was in stock.Was told billing and shipping address did not match when I called. Duh product was a gift so of course would not match. Tried to cancel order; no success. Very, very much unhappy with lack of customer service.

  

  Business Response

  Date: 01/18/2023

  We sincerely apologize that we were not able to cancel this order for you, the order was getting ready to be picked and packaged, and at that point, the Warehouse unfortunately will not allow us to cancel it. We would be more than happy to issue you a refund once the order gets returned to us. There should be a prepaid Label in the box which can be used to return it to **. This item shipped to **********************************************************. Please let ** know when this package was returned so that we can issue the refund. 

  
  Thank you 

  Customer Service

• Initial Complaint

  Date:01/07/2023

  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.

  No way to be taken off the mailing list. I can't reach anyone to cancel magazine.

  

  Business Response

  Date: 01/11/2023

  We apologize for this inconvenience. We have removed you from our mailing list. Please keep in mind that catalogs get printed and sent beforehand, so you might receive a couple more but after that they should stop coming.  Please reach out to our customer service number for any other concerns

• Initial Complaint

  Date:10/25/2022

  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.

  Cuddledown has a subscription service called CuddledownVIP.The service costs $14.95 per month and, in exchange, customers receive rebates from retailers, including Cuddledown, for 10% or 5% of the purchase plus shipping and handling.I did receive one rebate early on to my subscription to the service, early in 2022 so I know it is not a complete scam.However, on my second rebate submission, I received no reply. I sent chaser emails asking what the delay was with processing three times over the subsequent month and never had a response. Finally, Cuddledown cancelled my VIP subscription without issuing the rebate.This seems like a fairly clear-cut scam.

  

  Business Response

  Date: 11/08/2022

  We apologize for the inconvenience, please contact Cuddledown VIP for this inquiry, we do not manage that system, they are a separate entity from us. Their number is ************.

   

  Customer Service

• Initial Complaint

  Date:10/12/2022

  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 once considered buying bed sheets from Cuddledown (Oct 2021). I lament ever giving this company my information! They sold it to many other companies that then sent me their unsolicited catalogs. I know this because I called each company to inquire how they obtained my info & to request that they stop sending me catalogs which they all have done. However, ** still receiving catalogs from Cuddledown despite many, many calls to them to stop it. Its been 1 ********* still has not stopped. I just called them today, again. I hear the usual sorry maam, & the catalogs are preprinted. (The catalogs are preprinted for 1 year?!) Each time they assure me that I wont get another catalog & yet they continue to arrive. This is a minor kind of harassment to sell ones private info & to relentlessly send them catalogs contrary to their explicit request. The comment section in Wirecutter of the *** on bed sheets is full of customer complaints about this company. Its awful. I'd like to know that I will never get another catalog from them, nor hear another word from them ever again, please. It is ridiculous that I have to file a BBB claim - the first in my life - to get this company to stop sending me their catalogs. No other company that Ive interacted with has ever conducted themselves in this way. It needs to stop. Thank you.

  

  Business Response

  Date: 10/19/2022

  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 Answer

  Date: 10/19/2022

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

• Initial Complaint

  Date:08/31/2022

  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.

  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

  Date: 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

  Date:08/29/2022

  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.

  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

  Date:07/26/2022

  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.

  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 Answer

  Date: 08/07/2022

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

  

  Business Response

  Date: 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 Answer

  Date: 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,
  
  *********************************