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Business Profile

Online Retailer

Coyuchi Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

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

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Coyuchi Inc. has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Coyuchi Inc.

      11101 State Route One, Ste. 201 Point Reyes Station, CA 94956-0000

    • Coyuchi Inc.

      1400 Tennessee Street unit #1 San Francisco, CA 94107

    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 2 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:11/15/2024

      Type:Product Issues
      Status:
      Resolved
      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.

       
      Complaint: 22563750

      I am rejecting this response because the company now places the responsibility on me:

      "We don't typically see issues such as holes or similar defects in our items. When we do, we will offer a replacement if the item is in stock. If the item is not in stock, we will offer a discount if we believe that the item can be repaired and the customer is comfortable with that solution. It appears that the discount that was offered to you was definitely on the lower than reasonable end for this type of issue.Our team interpreted it as a suitable resolution for your situation given we did not receive a response from you after applying the discount." 

      It's not my fault nor should it be my responsibility that the team working at Coyuchi does not know how to provide adequate refunds to consumers. If a craftsmanship defect warrants a replacement and none is available, the initial 10% refund seems trivial and insulting. The further 40% provided once I made my complaint on this platform is better, but far from a clean solution. The company then sent me a 20% coupon, which seemed insulting.

      A satisfactory response would have been a full refund. It would have been to take consumers seriously and fully address their issues.


      Sincerely,

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

      Business Response

      Date: 04/04/2025

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. Our returns policy covers replacements as an exception for Final Sale defects as long as we have the item in stock. Our records show that our customer service team has since followed-up with you directly regarding this inquiry and it has since been resolved with a partial refund. We appreciate your understanding here as we are providing an exception to our Final Sale policy! Please feel free to reach out to our team directly if you have any further questions or concerns regarding this purchase.

      Business Response

      Date: 04/07/2025

      Thank you for taking the time to provide an additional response here! We see that our team has since followed-up with you directly and provided a more satisfactory resolution. Please do not hesitate to reach out to us at ***************************** if you require any further assistance. 

      Business Response

      Date: 04/08/2025

      Thank you for your reply regarding this matter. We appreciate your feedback and we will ensure that it is considered! At this time, we have issued you a refund to you original payment method. Please let us know if there is anything else that we can assist with further.

      Customer Answer

      Date: 04/04/2025

       
      Complaint: 22563750

      I am rejecting this response because: selling sheet with holes in them with no warning is unethical. A 10% refund for sheets that were sold as new (and presumably whole) is not right. These should have been sold as defective, or in my view the company should be clearer that returns will not be accepted *even including defects of craftsmanship*. That final sale may include craftsmanship defects and will still not be considered for more than a 10% refund.

      This was not a return on a whim because I didn't like them. There was a hole straight out of the bag in sheets I paid $90 for. With a 10% refund, that's $80 for sheets with holes.

      That is not a way to treat consumers. It's wrong. 


      Sincerely,

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

      Customer Answer

      Date: 04/08/2025

      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/29/2024

      Type:Product 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.
      Coyuchi Inc. is defrauding their customers regularly by promoting a particular percentage off on their products on their website and then routinely miscalculating that percentage at checkout. Multiple attempts were made to contact them to alert them to this with no response. After MANY attempts, when a response did finally come several weeks later, they offered to honor the advertised price (33% off) and offered me free shipping should I choose to go ahead with my purchase. I did go ahead and purchase the item based on their offer and I wrote to them as they directed to receive my refund and they ghosted me. First they did not honor the advertised sale price at checkout, then they did not honor the refund that they offered me in writing and finally did not respond to the four attempts over 3 weeks that I made to contact them and essentially ghosted me. This level of internet fraud is unacceptable. Their customer service is a joke. Someone needs to hold them accountable and stop them from defrauding unsuspecting customers.

      Business Response

      Date: 04/04/2025

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. Our records show that our customer service team has since followed-up with you directly regarding this inquiry and it has since been resolved via a refund. Please do not hesitate to reach out if our team can assist with anything else!

    • Initial Complaint

      Date:06/05/2024

      Type:Product 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 returned a purchase to the company but never received a credit. They have ignored various emails about the issue.

      Business Response

      Date: 06/21/2024

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. Our records show that our customer service team has since followed-up with you directly regarding this inquiry and it has since been resolved via a refund.

    • Initial Complaint

      Date:01/11/2024

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
       
      Complaint: 21126644

      I am rejecting this response because: I received an email on January 29th stating they are reviewing internal processes and will give me a response in a few business days. As of Friday, Feb 2 I have not received a response or resolution. So to avoid the matter being closed by the BBB on day 5, I am rejecting the response.

      Sincerely,

      ****************************ion. I have subsequently called the *************************** to discuss the matter, they further confirmed that Coyuchi was in the wrong and fraudulently collecting sales tax. I have recently filed a formal complaint reporting Tax Evasion and Fraud by Coyuchi with the ***** to ensure that other buyers are not subject to these illegal practices. I am requesting that Coyuchi properly rectify this situation.

      Business Response

      Date: 01/29/2024

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. As a company, are reviewing our tax processes internally. We will be reopening your support case and following-up with you there. Please expect a direct email response with more information. 

      Thank you for supporting Coyuchi's organic, sustainably made movement + your patience.

      Business Response

      Date: 02/12/2024

      Hi there, 

      As of February 2, ****, we have processed your refund. This was communicated to you on February 2 via our support email. Please do not hesitate to reach out with any additional questions or concerns!

      Naturally yours,

      Coyuchi

      Customer Answer

      Date: 02/12/2024

      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.

      Sincerely,

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

    • Initial Complaint

      Date:10/25/2023

      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 sent back items for order ********** a month ago and have not received a refund. I received confirmation of receipt of returned goods on 9/27. It is now 10/25. The amount owed $383.72. I have emailed multiple times with no resolution.

      Business Response

      Date: 10/30/2023

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. As a company, we have gone through many system upgrades and changes that have led to a delayed processing in refunds and credits as stated on our website. We are so sorry for any inconvenience that this has caused.

      Our records show that our customer service team has followed-up with you directly regarding this inquiry and it has since been resolved via a full refund to your original form of payment. 

      Thank you for supporting Coyuchi's organic, sustainably made movement + your patience.

    • Initial Complaint

      Date:03/31/2023

      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.
      Ive purchased two bedding sets from this company. One in 2020 and one in 2021. The first one was great but the second one showed their quality has gone down the drain. The sheets got holes in them after less than a year, and the buttons on the duvet cover broke in half and never stayed closed. This company wont publish my reviews. They only publish good ones. Stay away from this company! They produce overpriced trash.

      Business Response

      Date: 03/31/2023

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. We're sorry to hear that the product was not what you expected. While the exact lifetime of our products is difficult to pin down, as individual factors such as wear and tear vary for everyone, we expect your Coyuchi items to last you a very long time. As you may be aware, we offer a generous return policy: 

      Return any item purchased at coyuchi.com within 30 days of purchase for a full merchandise refund minus any original shipping charges. After 30 days items returned up to 1 year of purchase will receive store credit equal to the original value of the item(s). Even if it's been washed or worn.  Additionally, we are happy to replace buttons at any point (even outside of our return policy). We would be happy to replace these upon request. 

      Regarding reviews, if the review is not applicable to our audience or if it contains personal anecdotes or information that does not pertain to the item, it may have been automatically deemed "disqualified". We hope this helps to clarify and appreciate your feedback!

    • Initial Complaint

      Date:03/01/2023

      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 made a purchase from Coyuchi and that order (Order No.1001732636) and that order was confirmed via email on January 3, 2023. The amount of the purchase was $325.03.I returned the purchases well within their "Return Policy" guidelines and received a Return Confirmation on Monday February 6, 2023. As of today March 1, 2023 I received no "refund" to my original credit card payment.

      Business Response

      Date: 03/01/2023

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. As a company, we have gone through many system upgrades and changes that have led to a delayed processing in refunds and credits as stated on our website. We are so sorry for any inconvenience that this has caused.

      Our records show that our customer service team has followed-up with you directly regarding this inquiry and it has since been resolved via a full refund to your original form of payment. 

      Thank you for supporting Coyuchi's organic, sustainably made movement + your patience.

    • Initial Complaint

      Date:02/27/2023

      Type:Product Issues
      Status:
      Resolved
      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.

      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.

      i would like to add that I found that in my dealings over the last few months with Coyuchi, the lack of customer service response via email and no one answering the phone is disheartening and concerning for such a high end expensive brand. Responses to emails do not occur within ***** hours as stated and there is no answer on the phones during the business hours. Products are wonderful but customer support is no where near equivalent.

      Sincerely,

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

      Business Response

      Date: 02/28/2023

      Thank you for stating your concerns here. We appreciate the feedback and chance to reconcile this issue. As a company, we have gone through many system upgrades and changes that have led to a delayed processing in refunds and credits as stated on our website. We are so sorry for any inconvenience that this has caused.

      Our records show that our customer service team has followed-up with you directly regarding this inquiry and it has since been resolved via a full refund to your original form of payment. 

      Thank you for supporting Coyuchi's organic, sustainably made movement + your patience.

    • Initial Complaint

      Date:12/21/2022

      Type:Delivery Issues
      Status:
      Resolved
      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.
      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.

      Sincerely,

      ****nfirmed.

      Business Response

      Date: 12/30/2022

      Thank you for stating your concerns here. We have experienced a technical issue with some orders such as yours. It appears that we ran out of stock of this item as soon as your order was placed, leading to it not being fulfilled. We are so sorry for any inconvenience that this has caused.

      We are also sorry to hear that the discount amount provided by our customer service team did not equate to the original discounted amount. We would be happy to provide a resolution to you and will follow-up with you directly via email regarding that resolution.

      Thank you for supporting Coyuchi's organic, sustainably made movement and your patience.

    Coyuchi Inc. is NOT a BBB Accredited Business.

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