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.

  14 Yarmouth Jct Yarmouth, ME 04096-7755

  
• 

  Cuddledown, Inc.

  554 Us Route 1 Freeport, ME 04032-7018

  
• 

  Cuddledown, Inc.

  3 Distribution Center Cir Littleton, MA 01460-6248

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:08/04/2025

  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.

  I purchased a set of sheets from Cuddledown. Although there was no mention of this in any email, purchasing these sheets also signed me up for their rewards program, which automatically charges me $19.95 per month on a recurring basis. I was not notified that I was signed up for this rewards program, and I was never notified that a one-time purchase would lead to a recurring charge.

  

  Business Response

  Date: 08/11/2025

  This is for complaint for a ****** *****. This is an order that she placed with cuddle down. This is an internet order. So the customer had to have signed up for the rewards program. So this is something they would have done on their own because it is they did not call The order in and the offer was not given to them over the phone, this is something that they signed up for when they are online process placing their order. So if they want to cancel the the rewards program, they need to call the number ********** to cancel the program, okay, that is something they would have to do on their own. They just signed up for it looks like in early July, so they should be able to cancel it with no issues. Okay, thank you

  Customer Answer

  Date: 08/12/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I did not sign up for the rewards program, but I was charged for the rewards program. Neither the business nor I has any record that I signed up for this program and authorized this charge. They state it must have happened over the phone. That did not happen. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  

  Business Response

  Date: 08/19/2025

  This is for complaint *****I already replied to this already. Before this customer placed an Internet order with Cuddle down online, looks like at the end of June, early July, it looks like and they signed up for the rewards program. All right, they are the Only ones that signs up for this, it is like if you go online and you go to ****** and you sign up for Prime, you know, you get the free shipping and whatnot and you got to cancel it within so many days or or you get charged if if not and if you want the program, you can stay with the program, but she needs to call ************ to cancel the program. I do not know if she is done that already or not, but that is what she needs to do. There is nothing more I could do on my end on this particular complaint. Other than what I have. Just what I have just given you. Okay, thank you.

• Initial Complaint

  Date:07/19/2025

  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.

  On July 2, I placed an order with Cuddledown. I never received any confirmation. I called them twice, and both times they said the package would arrive on a certain day. Not so. I called 2 days ago again, and the package was supposed to arrive today. Again not true. They gave me a tracking number, and there is no such number. I feel this company is a fraud.

  

  Business Response

  Date: 08/11/2025

  this is a complaint ********, the track and states that was delivered on 700 ***** 2225, so july 22nd to the ****** *******, I see she placed this complaint on 719, so I do not know if they call you back on these or not, but it was delivered on 722. ****. Thank you

• Initial Complaint

  Date:06/12/2025

  Type:Sales and Advertising 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 with Cuddledown in April. Apparently, they used my credit card information without my consent to sign me up for their Rewards Program. Ive been billed $21.35 for the months of ****** *** and now June, again, without my consent. I never signed up for this program. *** filed a fraud claim with ****, had my card cancelled, and am waiting on a response from ***** I am requesting of Cuddledown a full refund of these fraudulent charges, $62.05.

  Customer Answer

  Date: 06/24/2025

  [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 had contact with Cuddledown, and they did refund my money in a timely manner. However, the fact remains that they charged my credit card for a service I most definitely did not enroll in thats fraudulent.

  Thank you for your assistance.

  
  Regards,
  
  ********* ******

• Initial Complaint

  Date:04/02/2025

  Type:Billing 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 made a purchase with Cuddledown in April 2024. At the time of service they had an offer to sign up for membership rewards in exchange for a discount. I did that. No where did it say there was a fee. I saw this month a fee of $21.98 membership fee and called to cancel, company said the first 30 days for membership is free, but there is a monthly fee. No where did it say this when I signed up.I then logged on my Amex account and see they have been charging my amex $21.98/month for for almost a year. (my credit card gets paid automatically, and I don't normally check the individual charges, just the larger balances). I never got a 'terms of service' agreement or 'revewal notices' , via mail or email, just charges. I have since gone to their website and reviewed their membership rewards program, and no where does it say there is a fee. (please see URL attached, and a PDF printout of this page on April 3, 2025) I have been charged for 11 months at $21.98 for a total of $241.78 ******************************************************************************** I would like a refund, and also an investigation into this practice to prevent this fraud to other customers.

  Customer Answer

  Date: 04/14/2025

  Business has refused to review my complaint.

  

  Business Response

  Date: 07/13/2025

  I am referring the complaint. ***** for **** **** this person had signed up for the rewards program when they made a purchase with CUDDLED. So what they need to do is to call ************ to cancel the program and or work out with them on what monies they may be able to get back depending upon how long they had the program or if they even used it at all during that duration, but that that should be resolved that is that 1 there. Thank you

• Initial Complaint

  Date:01/12/2025

  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 ordered some items from Cuddledown in September, and somehow I was additionally added around that same time to something called Cuddledown Rewards which charged me $19.95/month in October - January when I discovered the charges on my credit card. I never separately signed up for this and feel like it was done without my express consent. I'd like a refund and have also asked the company but feel like it was a deceptive practice.

  

  Business Response

  Date: 01/28/2025

  You must accept the Rewards program offer online yourself, entering your information and checking off the box accepting the terms and conditions of the program. We will forward your request to the Rewards program. 

• Initial Complaint

  Date:12/22/2024

  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 received a very nice $125 gift certificate as a birthday gift. On it, I was told I could only use it by calling the number in the catalog (cannot place an online order). I called the number on a Sunday, and was told that I can only use it during business hours, which are M-F, 8:45-3:45 EST, and I needs to call back. So I called back the following day and was promptly disconnected 4 times. After the second time , I asked if I could have either a direct number or have someone call me back, and was told no- and was immediately transferred and then the call dropped. I sent an email to customer service a week ago explaining the situation and have not heard anything. So, I have no way to use this gift card. I would like them to reimburse my aunt for the money she spent. I dont even want to deal with them at this point. Thank you.

  Customer Answer

  Date: 01/02/2025

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

  

  Business Response

  Date: 01/28/2025

  We apologize for the inconvenience with the gift certificates. We will suspend the use of the gift certificates and refund the original order. 

• Initial Complaint

  Date:12/06/2024

  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.

  On Jan 2, 2024, I purchased 2 pillows at ************************** and received them in a few days for a total cost of $186.00. Today, I learned an entity called "Pgi Cuddledownrewards" has been billing my credit card on a nearly monthly basis for the sum of $21.70, now eleven times. I did not opt in or enroll in this, nor did it appear on my invoice or in my cart when checking out. I have canceled my credit card and disputed the charges with my bank. Searching online indicates "Pgi Cuddledownrewards" may be associated with ***************************** which I have never used.

  Customer Answer

  Date: 12/17/2024

  [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 minimally satisfies my issues and/or concerns in reference to complaint #********. I did receive an email from Cuddledown Rewards unenrolling me from their program within a few days of making the complaint. There was no acknowledgement or apology, and I have disputed all charges with my credit card provider. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Thank you,
  
  ******* ****

• Initial Complaint

  Date:09/10/2024

  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.

  On Sep 1st, I order products from this business. When it did not ship by Thursday, I contacted by email to inquire and was told theorder would be processed, then received another email that it was on hold with no reason given but the order would be released for processing. By Sep 9th, still showing in process, sent another email and was told it would ship in 1 business day. On Tuesday, Sep 10thI put in a Cancel Order request and then followed up with a personal phone call and was told order was in warehouse and couldn't be cancelled. After telling the representative how upset I was about this issue, she said she was put in a stop shipment order, but it still may ship and could just be returned. This is a birthday present for my sister. My credit card hasn't been charged yet, but I don't want her to have to deal with this if it is eventually received. I request BBB contact the company if possible to speak to someone in charge and help me get this resolved. If they would absolutely agree this order will ship in the next day, I will be OK with that.

  

  Business Response

  Date: 09/11/2024

  The order has been cancelled. We apologize for the inconvenience.

• Initial Complaint

  Date:08/23/2024

  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.

  Placed order on 8/8/2024 for blanket and sheet set. Order came with fitted sheet missing on 8/15/2024 in single box. Contacted Cuddledown customer service via website on 8/15/2024 to let them know. No response. Contacted customer service via phone on 8/16/2024. Said they would expedite fitted sheet via 2-day service. Never sent me a tracking number. It is now 8/23/2024 and I have not received the fitted sheet.RESOLUTION: SEND FITTED SHEET AS PROMISED.

  

  Business Response

  Date: 08/27/2024

  We are going to reship them on an express shipping and then provide you the tracking number. We apologize for the inconvenience

   

  Customer Service

  Customer Answer

  Date: 08/27/2024

  
  
  Better Business Bureau:
  

  I accept their resolution.
  
  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. 
  

  I hope that they do what they promise.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/05/2024

  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 recently made two separate purchases at Cuddledown. I was just checking my credit card this afternoon when I noticed an unauthorized charge from Cuddledown Rewards in the amount of *****. I never authorized this charge and I certainly never signed up for a rewards program when I made my purchases on the Cuddledown website. This is extremely disappointing to see a company who I only very recently started buying from take advantage of my trust by charging my credit card for a recurring membership without my permission. I will definitely rethink my purchases at Cuddledown. I won't be buying from them again. I would not recommend any friends or family to buy from Cuddledown either.

  Customer Answer

  Date: 06/16/2024

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

  

  Business Response

  Date: 06/28/2024

  The Rewards program is offered online to customers and its up to the customer to accept or decline the offer. The terms and conditions of the offer are clearly listed on the offer. Please call the Rewards program for cancellation and a refund: ************