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:16/06/2024

  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 purchased their Hush Iced Cooling Sheet and Pillowcase Set-Iced Latte/Twin on June 1st. I planned to give this as a gift. Per Hush Blanket's website, they promised a 1-2 day shipping if item is in stock which the item was at the time of purchase and still is. Seeing that my order had not been shipped out in a few days and worried that I won't have the item in time to be gifted, I reached out to seller via e-mail on June 5th with no response. I filed a claim via ****** on June 8th asking for a full refund because I have no need for the item anymore (at this time seller still had not replied to my email). I also had already purchased an alternative gift for a family member at this point. Per ******, seller had until June 18th to respond and seller took until June 16th to act on the ****** claim. I did not receive my refund but got a notification from ****** that seller is waiting on tracking info. I'm assuming seller decides now to ship the item which I no longer need. I clearly said in the ****** claim that I want my full refund. Seller is still able to give my full refund, but instead decides to prepare item for shipment which will delay this situation. Even if I were to return the time, I will be subjected to shipping fee, which i don't want *** ***** ********* **** ********** **** ***** ******** ***** ****** ***** ********* ***** At this time, I still have not received e-mail notification that item is being shipped nor have seller responded to the personal e-mail. I want my money back!Seller failed their end of the transaction!

  Customer Answer

  Date: 11/07/2024

  I’m writing to let you know that the seller had never reached out to me, but I already received a full refund from ******.
  
  No further action is needed.
  
  
  
  
  
  
  
  
  Regards,
  
  Nancy Lam
  Case ID: 21858828

• Initial Complaint

  Date:15/06/2024

  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 purchased a weighted blanket on Mother's Day, May 12th, 2024, and the promo being offered was a free sheet set with the purchase of the weighted blanket. The offer was valid until May 12th.
  
  First of all, I was charged for the sheet set as well as the blanket and emailed customer service immediately to ask for this to be fixed. They did correct this, and refunded the cost of the sheets, which I appreciated.
  
  My order status under my account then showed that my entire order, both the sheet set and the weighted blanket was unfulfilled and refunded, although I did not receive a refund for the weighted blanket.
  
  After emailing to inquire about what was going on, I didn't hear anything and then a week later I received a generic email stating my order had shipped - great!
  
  When my package was shipped, I received notice that both items were on their way.
  
  When I received the package there was one box, labelled "1 of 1". There was no packing slip to be found either on the packaging or inside the delivery, and inside the package was the box for the weighted blanket and nothing else.
  
  I gave it a week, thinking maybe the sheets were shipping separately.
  I then emailed on June 9th to ask what was going on, with no reply.
  
  To top it off, I received an email from Hush requesting me to review the sheet set I never received. * **** **** ** *** ** ** ***** **** **** ******* *** ******* **** ******* ** ***** ******** I left a 1 star review after my experience, *** *** *** *** **** ** ***** **** *** *** * **** ******** ***** ***** **** ******** * ********** **** ****** **** *** *** **** *********** **** ** ******* ***************** ** **** ********* ***********
  
  I would like my sheets shipped asap please.
  
  You should also show ALL of your product reviews openly on your website, so that customers can make an informed decision before spending hundreds of dollars on a company **** ************* ******.

  Business Response

  Date: 11/07/2024

  Hi ******,
  
  Thank you for reaching out. We apologize for the inconvenience caused.
  
  I have checked your order and found that due to some technical glitch the promo was not applied on your order but the cost of the free sheet set has already been refunded $292.95.
  
  And both the items from your order have been delivered
  
  Here are the tracking details-
  
  ****************************************************************
  ***************************************************************************
  
  If you have any further concerns or need additional assistance, please let us know.
  
  Best,
  Kara from Hush.

  Customer Answer

  Date: 11/07/2024

  Kara from Hush Blankets reached out to me and has sent the balance of my order. 
  
  I consider my complaint to be resolved.
  
  Thank you very much for your efforts in contacting Hush Blankets; I believe your communications helped to bring my complaint to a resolution. 
  
  Warm Regards,
  
  ****** 

• Initial Complaint

  Date:24/05/2024

  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 placed in order on May 12 for a set of sheets and a duvet cover which were listed as in stock. My credit card was immediately charged but my items have yet to ship. I’ve sent two emails to the company customer service but have received no response. At this point I want a refund for my order.

  Customer Answer

  Date: 19/06/2024

  This complaint has been resolved with the company, you can close the complaint.
  
  Thanks
  ******* *********

• Initial Complaint

  Date:16/05/2024

  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 two eye masks from the company, which have a 30 night guarantee. I have attempted to return them, as they are not to our liking. The company first told me that they were not eligible for that guarantee, but then they said they were eligible. Now they are not providing the return label. After countless emails which are provided here.

• Initial Complaint

  Date:08/05/2024

  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 purchased a blanket cover from HUSH blankets. They sent me the wrong one and now after numerous attempts at reaching out to get the proper one or just a return and my money back, they have chosen to completely ignore me every time. * **** ******* ****** *** **** *****. Take your money and ignore you. **** ** ***********

• Initial Complaint

  Date:07/05/2024

  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 placed an order in August 13th 2023 (3 items for a total of USD$412.35). After multiple emails and poor responses from the company received my order on January 12th 2024. The products I ordered did not match what I wanted, so I reached out to file for a return. After multiple emails, I finally received approval and the correct information to send my return. I shipped my return with ***, tracked it and have proof the product was returned and received at the correct address (this was in March). To this day, I have not received my money back. I have reached out multiple times, sent multiple emails to their customer service, and they have completely stopped responding for over a month at this point.

• Initial Complaint

  Date:06/05/2024

  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.

  **** **** ** ***** ******* With much to share to support very deep concerns about the ****** of this company.
  
  On November 23, 2023, I ordered a king size weighted blanket set (Order # *******). Cost is $409.74 (CDN). *** ******* attached. On March 22, 2024, I ordered a white cover for the king size weighted blanket. (Order # *******).
  
  The issue is simple but yet the Hush Blankets support team seems to want to ignore the manufacturing issue and place the blame on the consumer.
  
  Here is the issue:
  
  The weighted blanket system by Hush uses a patented technology that incorporates the use of a zipper system that ensures the weighted blanket is balanced within a blanket cover only they sell ensuring that each corner is reached and remains that way while using.
  
  I have two older queen sets which this works perfectly.
  
  Well in ordering the King set (Cover and Blanket) it does NOT work! It appears the weighted blanket and the weighted blanket covers now use two totally different sizes of zippers. As such you need to force the zipper to attach and even if successful in attaching because the keys are spaced differently you can never get the corners to align and as such it can't fit.
  
  Well in sharing this with the Hush team on multiple occasions after numerous exchanges they came back to share that because my weighted blanket was over two years old the zippers were in fact different, and it was my fault and needed to order a new blanket. Yet as the invoices show my weighted blanket is NOT yet a year old and closer to 6 months.
  
  Clearly the customer service rep was attempting to blame me and looked at my queen sets orders from many years prior.
  
  So, in pointing this out, with multiple exchanges again only to receive a further response that stated in king size weighted sheets you are to use the internal ties instead of the zippers..? But yet their whole website speaks of zipper and key reason to buy theirs.
  
  I asked for full refund. They have 100 day guarantee.

• Initial Complaint

  Date:03/05/2024

  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 weighted blanket in 2021. 3 years later, I wished to purchase a cover for the blanket to replace the current one which was getting barethread. I purchased a cover called Iced 2.0. No where on the website did it state that this cover wouldn't fit a 3 year old blanket. The size is identical (87x80).
  
  I emailed customer support. After 7 days they finally said I could do the return but I would have to pay for shipping. Their own current policy states that a return includes free shipping.
  
  They said that this policy did not apply at the time I made the purchase (this is not clear on the website).
  
  However, exchanges are free shipping. But Hush no longer makes any covers that fit my 3 year old blanket. So I can't exchange it, which I would prefer!
  
  They are refusing to pay for shipping even though this is clearly their error. They sold a cover that doesn't fit a product that is only three years old. They don't make this clear on their website. They also now don't make it clear that the free shipping policy does not apply retroactively. **** ** ********** ************  

• Initial Complaint

  Date:27/04/2024

  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.

  In 2022 send wrong cover. There was confusion on their advertising on the 2 sizes of king ice 2.0 cover available. They were very nice and took it back. The cover remained lit of stock till 2024 and now have sent it. Wrong size again! On complaining taking no responsibility and asking me to send it back at my own cost, completing missing the point that's it's not our fault. Very frustrated.

• Initial Complaint

  Date:12/04/2024

  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 placed a quite large order in December 2023 with this company. Upon receiving the products and testing them out, they gave us really bad night sweats and uncomfortable sleep. Because of their policy, I asked to get return label to return these items as they did not work for us. It took 2 months for them to finally send return labels out. I shipped these items on February 16th 2024 and with the tracking info provided by purolator, I got a notification that they got delivered to their warehouse on February 20th 2024. I even received an email from Hush stating they had received my return and that I would receive a refund within 5 days. Well, here we are April 12th 2024, and I have not yet received a refund for my items. I have been reaching out AT LEAST weekly to get updates and this company refuse to give me any answers. All they say is "you'll hear back from us within 24-48 hours" every single time. So essentially, this company gladly took their products back and are refusing to provide me with my refund. They owe me for a microgravity duvet as well as a iced king duvet cover which in total is 471.89$. Now, the last time I have reached out to receive an update as to where my money is, they told me that the warehouse team is stating they have never received my return. Well, as proof I have tracking info from ********* stating my order got delivered on February 20th (to the address provided to me on their own return shipping label) and I also have an email from HUSH themselves stating they have received my order and I'd get a return to my original payment method within 5 days. I'm really frustrated at this point as I have been dealing with this company for a simple return since January 2024. I simply want the money they owe me for my return!