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:06/30/2025

  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.

  On May 5th I ordered a faucet filter that arrived damaged. The filter release mechanism did not work, so I requested an exchange.On 5/24, I asked if the replacement could be sent to a different address as I would be out of town for a few weeks and unable to retrieve the faucet at the original address. I said I would be out of town until 6/15. On 6/10, the replacement still had not been dispatched. I wrote to customer service to flag this and revert the shipping address to the original destination.On 6/27 I received order confirmation for the replacement filter going to the out-of-town address. I messaged customer service immediately and was told it was no problem as the order had not yet left the facility by *****. I then received a second email from another customer service representative, Jericho, saying the address had been updated in the system but not the shipping label and this was not their fault / problem with a suggestion that I call *** as it was out of his scope of responsibilities to contact *** himself. I called *** who said it was Canopy's responsibility. Canopy responded that if it is shipped back to them from the out-of-town address, then they will send it to my original address (???). They don't seem to understand that I do not live there, I will not be back there, the package will be left there and not returned to sender because the property is still standing; there is no reason it would be returned to sender. Canopy maintains that despite their printer not updating the address, there is nothing they can do and the mistake on their end cannot be rectified. I am not requesting a return, I am requesting the exchange be sent to the address on file.

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Canopy regarding complaint ID ********.
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:06/05/2025

  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 placed an order on June 1st for $310 for the "the shower system" from Canopy. I paid $25 for 2-3 day expedited shipping and it was supposed to have arrived a few days ago. It has yet to arrive and I contacted *** and they said that despite refunding me for the shipping charges, they never sent the item out from their warehouse. I expected the item to have already arrived, not to be paying for something I have not received. The customer service department has yet to make it right.

  Business Response

  Date: 06/20/2025

  Dear ********,
  
  Thank you for reaching out and for bringing this to our attention. We understand how frustrating it can be to experience delaysespecially when youve selected expedited shippingand we sincerely apologize for the inconvenience this has caused.
  
  After reviewing your order, we can confirm that it was marked as delivered by the carrier on June 10, 2025. If you have not yet received the package, its possible that it may have been misdelivered or is being held at a nearby location. Wed be more than happy to assist you in filing a claim with the carrier or help investigate further.
  
  We truly value your patience and appreciate your business. Please reach out to our customer experience team directly at ********************************** so we can make this right as quickly as possible.
  
  Sincerely,
  The Canopy Team

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved. I also received the order recently. 
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:04/25/2025

  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.

  I bought a handheld shower head from this company in September and it broke in April. I contacted the company in order to get a replacement and they said theyd send a replacement and they have not.

  Business Response

  Date: 05/14/2025

  Hello ******,
  
  We appreciate you alerting us to this, and we sincerely apologize for the problem you encountered with the broken mount on your handheld shower head. We value the chance to address that and recognize how frustrating that can be.
  
  The purchase of every Canopy unit comes with a 1-year warranty, active the day you receive your unit. That means, in the unlikely event that you experience any troubles with your product you'll be able to contact our Customer Experience team, available 7 days a week for assistance. If our team isn't able to offer troubleshooting advice to solve your problem then we'll be able to help with an exchange for a replacement unit.
  
  We are happy to verify that a replacement unit was processed for you on April 18, 2025, and delivered successfully on April 25, 2025, after checking our records. We really appreciate your patience during the process, and we are happy to hear that this issue has been resolved.
  
  Once again, we appreciate the opportunity to put things right. If you require any additional assistance, our staff is always available.
  
  

• Initial Complaint

  Date:03/15/2025

  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.

  I purchased a Canopy Shower Head for $250 CAD on ************* under the impression that it came with a 60-day guarantee and that filters would last three months. Within one month, the filters water pressure dropped significantly, making the product unusable.When I contacted Canopy for a refund, they refused, citing that their 60-day guarantee only applies to purchases made directly through their website. However, as a Canadian customer, ****** was my only option, making this policy unfair and misleading.Canopy then falsely claimed that replacement filters were available on Sephora.cathis is untrue, as the filters are not listed anywhere on ******** website. Their only proposed solution was a replacement shower head, which does not resolve the issue, as filters are expensive ($50 CAD), fail prematurely, and are difficult to obtain in *******After pointing out the misinformation and requesting a fair resolution, Canopy stopped responding to my emails, providing no further assistance. This experience has been frustrating and feels deceptive, as the product does not perform as advertised, and the company fails to support its Canadian customers. I am seeking a full refund or an alternative resolution that fairly acknowledges the defective product and lack of access to necessary replacement parts.

  Customer Answer

  Date: 04/09/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by Canopy regarding complaint ID ********.
  
  Sincerely,
  
  ******* *********
  

  Business Response

  Date: 05/15/2025

  Dear *******,
  
  Thank you so much for taking the time to share your feedback. We sincerely apologize for the repeated responses you receivedits never our intention to add to your frustration, and we truly understand how disappointing this experience must have been.
  
  To clarify, our 60-day Happiness Guarantee is available for purchases made directly through our website, as outlined in our Return Policy. Since your order was placed through *************, it falls under Amazons return guidelines.
  However, we want to emphasize that your satisfaction matters deeply to us.
  
  Thats why, even though your order was outside of Amazons return window, we offered a replacement unit at no additional cost since you're still under your 1-year warranty, which we honor for all purchases made through our site and authorized sellers. As part of our commitment to doing right by our customers, we made an exception and processed a full refund for your purchase on April 9th since you prefer a refund instead of a replacement.
  
  We also want to acknowledge and apologize for any confusion regarding the availability of replacement filters. Were happy to share that Canopy Showerhead filters are now available at **********, and were actively working to improve accessibility for our Canadian customers.
  
  We appreciate your patience and the opportunity to make this right. If theres anything more we can do to support you, please dont hesitate to reach out.

• Initial Complaint

  Date:02/11/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 numerous humidifiers from this company because they advertise as being "completely mold free." This is from their website: the Canopy Humidifier mold free feature really does work! This humidifier really does not get moldy. Many other humidifiers trap a ton of mold in them and can be very difficult to clean. Canopy's humidifier really does stay mold free!The canister that holds water is easy to clean and dishwasher safe, I give them that. But if you look inside the grate where the filter goes it is completely FULL OF MOLD. I was regularly cleaning and attending to them and still, full of mold. I have attached photos. When I reached out to the company they said oh we have improved the model and now we can send you a new one. This is not satisfactory to me, I want a complete refund. The company is making false claims. There are many threads on Reddit where people are saying what I'm saying and the company is continuing to just do their best to cover their tracks but the product is not hygienic. I am additionally concerned because my son has lung problems (chronic lung disease of prematurity) and I've now been using a humidifier that is full of mold.

  Customer Answer

  Date: 03/11/2025

  At this time, I have been contacted directly by Canopy regarding complaint ID ********, however my complaint has NOT been resolved because:

  [Your Answer Here]

  They offered me replacement product instead of money back. I do not want replacement products. 

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  Sincerely,

  ****** ********

• Initial Complaint

  Date:02/11/2025

  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.

  The auto-sensor is broken on my humidifier which I just received two weeks ago. I have sent them multiple emails and attempted to chat with them. They do not respond. They have no phone number to call. I only received one auto-response from them about general trouble-shooting which has nothing to do with my problem. I even sent them a video showing them what was happening. Every follow-up email I've sent (4 emails total) have been ignored.

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  
  
  
  
   
  
  

• Initial Complaint

  Date:02/07/2025

  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.

  My product was ordered on January 16th and has STILL not been delivered! *** reached out to customer service multiple times about cancellation and refunds and they continuously refuse stating its out for delivery. The tracking has shown out for delivery (for the second time mind you) since January 29th. Today is February 7th. Its clearly a lost package. Unacceptable. Still trying to escalate.

  Business Response

  Date: 02/10/2025

  Hello *****,
  
  We deeply apologize for the confusion and frustration caused by the delay with your shipment. We completely understand how unacceptable this situation is, and we truly regret that youve had such a negative experience.
  
  Upon reviewing our records, it appears that your package was unfortunately returned to us, though the tracking details do not provide specific information as to why this occurred. We understand how concerning this must be, especially given that it has been "out for delivery" for an extended period of time.
  
  To resolve this issue, one of our team members has issued a full refund for your refill order today. Refunds typically take between 1-3 business days to process, depending on your banks processing time. We sincerely hope this resolves your concerns, and we appreciate your patience throughout this process.
  
  If you have any further questions or need additional assistance, please dont hesitate to reach out directly. We are here to help.
  
  Warm regards,
  The Canopy Team

• Initial Complaint

  Date:01/22/2025

  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 ordered a filtered shower head from this company. It had been shipped and was on its way to me, then on the day it was supposed to be delivered I received an email stating a delivery attempt was made but was unsuccessful. What is odd about that is it had never left *******, ** according to my tracking. Since I live in ******, no delivery was ever attempted. I also have a camera in my driveway and no one attempted to deliver a package. Then I saw on the tracking that the sender requested to have it sent back to them.I contacted them trying to figure out what the problem was, they responded with having me verify my address which I did. I have sent multiple emails after that asking for an update on the situation but also requesting a refund. I have had no response and its been almost a week. I also contacted them on instagram, they once again responded asking for me to confirm my address. I just asked them for a refund again. They have not responded and I have had no refund from them.Its very frustrating when at this point I just want my money back and they continue to ignore my request.

  Business Response

  Date: 02/10/2025

  Hi *******,
  
  First and foremost, we sincerely apologize for the confusion and inconvenience you've experienced with your order. We completely understand your frustration, and we regret that this situation has caused you such difficulty.
  
  Unfortunately, there was an error with the shipment, which resulted in your package being sent back to us. Based on our records, we received the returned package on January 21st, though the specific details of why the return occurred are not indicated. One of our team members responded to your inquiry on January 23rd, confirming that we have received your chargeback request and it has been accepted.
  
  We truly appreciate your patience as we work to resolve this issue, and we're committed to ensuring that everything is addressed as swiftly as possible. If you have any further questions or concerns, please don't hesitate to reach out directly.
  
  Warm regards,
  The Canopy Team

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:01/21/2025

  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 purchased a Canopy Humidifier on January 8th and have yet to receive any indication it has even shipped out to me. The website has said "Ready to Ship" since I placed the order and as of this morning there is still no tracking number associated with my order. I reached out to **************** the first time on January 15th and received a response that my order had been fulfilled, but didn't have a tracking number at that time. I reached out again on January 17th requesting an updated status on my order and haven't received a response as of January 20th. I believe this company is either a complete scam or they don't have a **************** Department. The charge has gone through on my credit card and yet I haven't received what I paid for. I will be disputing the charge with my credit card company in hopes of receiving my money back because at this point I don't even want the humidifier and will never do business with this company again. Everyone should avoid them!

  Business Response

  Date: 02/10/2025

  Dear *******,
  
  First and foremost, we are truly sorry for the frustration and inconvenience you've experienced with your order. We understand how important it is to receive timely communication and the products youve paid for, and we sincerely apologize for not meeting your expectations.
  
  Upon reviewing your case, I can confirm that one of our team members has processed a full cancellation and refund of your order on January 21st. The refund should appear in your account within 1 to 3 business days, depending on your banks processing time.
  
  We genuinely appreciate your feedback, as it helps us improve our processes and service. If you have any other questions or concerns, please dont hesitate to reach out. Were here to assist and make this right for you.
  
  Warm regards,
  The Canopy Team

• Initial Complaint

  Date:01/16/2025

  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 ordered two Canopy humidifiers on December 23, 2024. The order number is CAN1136003. I ordered the Nursery Humidifier 2.0 in Jade. I also ordered the Bedside Humidifier 2.0 in Moonstruck. I received the following tracking number: *** ******************. On December 31st, I had the Jade humidifier delivered, but the Moonstruck humidifier was missing. I also have Ring video camera footage of only 1 box being delivered. I instantly reached out to Canopy as I thought it was strange that they were not both delivered, especially since I did NOT receive two tracking numbers. A **************** representative named ******* reached out to me, and did not help or rectify the situation. Nor do I think she fully read my email. Therefore, I reached out AGAIN on January 2nd. ******* responded and asked for pictures of the humidifier that was delivered, which I supplied. I have not heard back. I reached out on January 7th to get a response and no one has responded. Every time I reach out, I get an automated email that says they will reply in 72 hours. It is absolutely ridiculous to wait 72 hours per response, but they have also not responded since January 2nd.

  Customer Answer

  Date: 01/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***** ****