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Business Profile

Online Retailer

Hush Blankets

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 88 total complaints in the last 3 years.
  • 21 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:17/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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 blanket off Hush on Jan 3. I spent over $325 and got a free pillow for doing so. Recieved the item and returned same day as not what I expected. I was willing to do an exchange but Hush is charging me $96 for the free item against my return/exchange amount. The other item I was willing to exchange is on sale so there is a difference in the price I paid vs the exchange item, but hush will not reimburse the difference. If I want my full refund I have to return the free item and pay for the free item to be shipped back to them. I have been talking to the representative and no resolution. I'm messaged the owners to intervene as well. There is nothing that addresses this in their return policy as again this item was free so cant understand why its included in my refund and I'm penalized for it. I was also told that this would be done manually by the representative and it was never done.

  • Initial Complaint

    Date:09/01/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased a blanket with a *free* pillow.
    The buying experience was great *** *** ***** ** ***** ******** *** ** ***** **** ****.
    ****** ***** *** ******** ****.
    The blanket started giving us back pain.

    The blanket with free pillow was about $350
    So we went through the returns process.
    They allocated approx $100 of the bill to the pillow and insisted we ship it separately and pay separate shipping.

    They charged us $51 to return the blanket and another $30 to return the pillow.
    $81 to ship appox 35lbs from ********* to Toronto ** ********** ** * *******.
    **** *** ****** * ****** *** ** ***** ****** *********

  • Initial Complaint

    Date:09/01/2023

    Type:Delivery Issues
    Status:
    Unanswered
    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 king size Mattress and mattress protector with Hush shipping insurance that covered list or stolen packages from Hush Blankets valued at $1,917.36.

    My order never arrived due to lost shipment. I asked to cancel my order once it was declared lost.

    Hush assured me that it could not be canceled or returned until the reshipment arrived. It was confirmed by 2 customer service representatives and a supervisor. Once the reshipment was delivered, I was told from Hush that the return policy will be declined as the reshipment accounted for the 100 day free trial. No where in the fine print did it state that a reshipment accounted for the return policy. **** also declared that as a customer I have the right to refuse a shipment though I was denied that request also.

    **** **** *** ********* ** * ********* **** *** ********* *** I was left in the dark about shipping details and purchased a mattress elsewhere *** * ******** ** *** ****. I am currently in the middle of a dispute with **** and Hush blankets. They are refusing to return this mattress after the package was declared lost by ****

    I am at no fault and stuck with a $1,917.36 that I have no need for. The item is unopened and they will not allow return

  • Initial Complaint

    Date:04/01/2023

    Type:Product Issues
    Status:
    Unanswered
    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 purchased a blanket from Hush on the 25th of November, 2022 ** * ********* ******t. Their website claims they have a 100 night sleep guarantee with a "refund". *** ***** ***** *** "At Hush we believe in love at first sleep! And if you do not absolutely love your blanket after night 1, we will give you 99 more tries or your money back!" **************************************************  
    We opened the blanket ** ********* and it was too hot for us to sleep under. It was a quality product but not something we "loved". On trying to return it they hid in a sub website that for Christmas only they would only offer store credit after 30 days. This is not what every other page on their website says and also not what the information in the package says. I am returning this blanket but I would like a full refund of my money like it claims in the packaging and on the website.

  • Initial Complaint

    Date:31/12/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    company promises delivery fast. they print a label as soon as you make an order. the next day it will be delayed and they will not respond to your messages and refuse to cancel the order. waited hours for a response on there chat sevice, never got a reply nor did they reply to any emails. **** **** ***** *** ** **** *** *** ***** *** **** charge you 54$ to return the blanket to them taken from the credit... all before the blanket has even shipped. **** *** **** **** ******* ** *** ****** ******** ******** ******* *** **********

  • Initial Complaint

    Date:27/12/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Hush Blankets advertises a 100 night Risk free trial where if you don't love the product they will help you return if for a full refund. However it is not Risk free as they don't cover the almost $50 return charge.

    Business Response

    Date: 02/01/2023

    Hi ********,

    I completely understand your disappointment. The return shipping is not covered, but you can also pay for the label on your end and ship it back to our warehouse.
    We are refunding the full amount that you have paid but we are only charging the return label fees, but if you want to ship it yourself, you can definitely do that. In that case, we won't charge any fees.

    Please let me know if you have any other questions!
    Best,
    Kara from Hush.

    Customer Answer

    Date: 03/01/2023

    I am rejecting this response because:

    Your website indicates a 100 night guarantee wherein if you are not completely satisfied, Hush blankets will assist with the return and offer a full refund.  Me paying for the return label myself is the same thing as you deducting the amount from my refund.  HUSH is not providing a full refund as advertised.  PLEASE, provide me the FULL refund you committed to providing when I placed the order. 

  • Initial Complaint

    Date:10/12/2022

    Type:Delivery Issues
    Status:
    Answered
    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.
    Order placed November 24th ********. After 8 days with no delivery, I messaged (chat) the company which I had to wait over the 3 minute response guarantee. I asked why the items without the 'delayed delivery notification' had not been delivered yet. The person offered to send those items as a separate delivery. Today is December 10th and I have NOT received anything yet.

    I have been trying to message this morning (over 15 minutes now and no response) and when I call it rings 10 times and then a generic message. I left a message asking for my order to be cancelled. Your site says you provide support everyday between 9am - 6pm EST!

    Today I read your shipping page content and now see the problem. You won't ship until EVERY product is available. First, the eye mask is not in until February!!! ******* **** ****** ********** ** ********* ** *** ******** ******* * ****** **** **** ** ************* ****** the chat person NEVER mentioned this policy and just said "ok, I will set up separate delivery". I never saw this option in my checkout! ***** *** ********** ****** **** **** * *** **** * ********* ******* *** ******* ******* *** **** ************* ** **** you didn't read our shipping page, *** **** **** ******** **** ** *** *** ***** *** ***** ***** ********** ** *** ****** ******** ******** *** * ******* ******* ** ***** *** **** **** **** supposed 'separate delivery' I've still received nothing!! Your claim to ship fast ** **** ******* 
    * **** **** ******* ****** ***** ******** * *** **** ****** ** ******* ** ***** *** ***** ** ******** ******* * ******** ********  You are ******* * ********** ******** claim fast shipping, 3 minute response times. My order is $600. **** ******* ** ************. I WANT A REFUND IMMEDIATELY *** ** ** ********** ** *** ****** ** *** ***** ******* ** ***** ****** ** *********** *** ** ***** **** ** **********

    Business Response

    Date: 12/12/2022

    Hi *****

    First of all, we apologise for all the inconvenience and hassle. Looking into your order, I can see that your order was partially shipped out.

    Unfortunately, the order is shipped out once all the items are available in stock but if there is a request, we make sure we fulfill that. Regarding our turnaround time, it is quite busy at the moment, and we make sure we get back within 24-48 hours. We are truly sorry for this experience. I went ahead and added hush bucks to your order as a token of apology for the delay.

    Please let me know if I can do anything else for you!

    Best,
    Kara from Hush.

    Customer Answer

    Date: 13/12/2022



    I am rejecting this response because:

    Your sense of resolution ****** ** to make another purchase and excuses *** *** *** ******** breaches of your own timeline claims.  **** ******** ********** **** ******** ***** **** ** ****** ********** ***** ******* *** ****** *******

    I still haven't received a call back to my voice mail left over the weekend!!!

    It is now December 13 and i still have not received one item despite your agent creating a separate delivery nearly 2 weeks ago!

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

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

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


    Sincerely,



    Business Response

    Date: 24/12/2022

    Hi ****,

    I understand your disappointment with the delay in shipping but you have added hush eye mask to your order which is on pre-order for February delivery. We have stated on the website that the order is shipped all-together but if customer wants us to ship it partially, we are more than happy to do that.

    Your eye mask is on pre-order and hence, the other items wasn't shipped. If you wish, we can cancel your eye mask and everything else is already delivered. If there is anything else we can do to fix this, please let me know.

  • Initial Complaint

    Date:22/11/2022

    Type:Delivery Issues
    Status:
    Answered
    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 90x90 in May of 2022 (6 months ago). Was very pleased with it and went ahead and bought pillows and sheets. Just six months later, after trying to buy another blanket cover, I was told that the size of 90x90 has been discontinued and they won't have any accessories going forward.  ***** **** ** ****** ***** *** **** and now, just 6 months into it, I am left with an obsolete product. No acceptable solution was offered *** ** *** **** ******* *** **** *** * *** *** ** *** ******** *** ** **** **** **** *** ****** ********** *** ********

    Business Response

    Date: 23/11/2022

    Hi,

    We are so sorry for the inconvenience here. I can see that there has been miscommunication regarding this. We do have grey classic covers in stock. I will go ahead and reach out to you with more information on this.

    Once again, we apologise for the inconvenience and hassle.

    Please let me know if you have any other questions or concerns!

    Customer Answer

    Date: 28/11/2022

     

    I am rejecting this response because: I have not heard from them directly which they said they would?


    Business Response

    Date: 29/11/2022

    Hi there,

    We have sent you a draft order to place the order for your cover and we also made sure that you get the best discount on this.

    We apologize for this inconvenience and hassle.

    Please let us know if you have any other questions or concerns!

  • Initial Complaint

    Date:03/11/2022

    Type:Sales and Advertising Issues
    Status:
    Answered
    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 the kind size hush mattress on Nov 2 ****** ****** *********. The regular price of the item was $2050 CAD before tax. On Nov 3, the regular price of the item miraculously became listed as $1850. It does not say anywhere on the website that this was a discounted price. This is simply the new regular price. **** * ***** I am out $200 just from this. ***** I requested that they provide a price adjustment on my order which I had just placed a day before. They said no and I asked if I can return all the items and redo the transaction with the lower price. They **** ** ******* *** did not respond to any of my messages. I called the service line but no one picked up.
    ** ********* I received a black friday sale coupon on Nov 3 (one day after I placed the order), which would have brought down the entire price of my order. * ***** **** *** ***** * ******** ****. They went from replying very quickly to not replying my messages at all. **** ***** ********** *** **** * *** ***** ** ** *****.
    I demand a price adjustment.

    Business Response

    Date: 07/11/2022

    Hi,

    We apologize for all the inconvenience here. We run sale at different times and discounts are a part of our promotions. We resolved this complaint on a phone call.

    Regarding the response time, we make sure to reach out to all our customers within 24 hours. So, that the reason for the gap while we were resolving this.

    I hope you are happy with the final resolution. Please feel free to reach out on our email: ***************

    We make sure we respond and address all the emails and resolve the issues.

    Cheers,
    Kara from Hush.

  • Initial Complaint

    Date:17/10/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 the Hush weighed classic blanket on October 9, 2022. The instructions provided to reattach the cover to the blanket are very poor. Just little diagrams that don't provided the details required. I have emailed multiple times to customer service asking them to send me detailed step by step instructions. They asked me to send a video. *** *** *** *** *** **** *** ** ** **** **** * **** **** ************* ***** ******* * ***** ******* **** ***** ** * ******* ********** **** **** **** ** **** **** ****o. They told me I need to send a video. ** ******** **** ****** *** ** ***** ** **** they will not accept my return in the cover is not attached to the blanket. *** * ****** ** *** ****** *** paid over $300 for a blanket I can't use. All I want I more detailed instructions. Thank you

    Business Response

    Date: 01/11/2022

    Hi ******,

    We are so sorry that you faced difficulty reattaching the blanket cover. We do have a video explaining how to attach a cover: *******************************************

    Please let me know if you have any questions!

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