ComplaintsforCuddledown, Inc.

• Initial Complaint

  03/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased from Cuddledown ONCE in 2020. Since then, we have received multiple catalogs, sent regularly. As we actively try to reduce our carbon footprint, we immediately contacted the company via their customer service phone number to have our information removed from the mailing list. This has not worked. We kept receiving catalogs, and even started receiving them after we moved to another state! Every time we receive one, we contact the company, hoping that maybe this time, we will be removed from the list. And yes, we are registered with DMAChoice.org and have tried removing ourselves via *************.Having received yet another one, I'm now filing this complaint with the BBB.

  Customer response

  03/16/2024

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

  

  Business response

  03/29/2024

  We have involved marketing and they have removed your address permanently from our records. You might still get 1 or 2 more because they get printed and sent out well before the system catches up with the address removal. But you have been removed. 

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In May, 2022, I made a purchase and somehow was signed up for VIP membership, which I do not recall requesting. I was unaware that this was set up and that I would be charged $16.00 per month until I called them to request this to end. I did not realize these charges were occurring on my Discover credit card until this month and called Discover to dispute the charge, since I had no idea what it was. I called and spoke to a customer service agent with the ********************** VIP membership department and he said I needed to let them know that I no longer wanted the membership. I told him I didn't know I had it, nor did I want it, and felt the company was disreputable and fraudulently charging me monthly in perpetuity. He shut down my "membership," but I have been charged monthly for over a year for something I neither signed up for or wanted, and received NOTHING for the $304 in charges to my credit card.

  Customer response

  02/25/2024

  I have not heard from the business in response to my complaint.  If you will read my original complaint to the BBB, I stated that I had communicated with a customer service rep and requested a refund for all the charges made for a "membership" I did not request or sign up for, and that I certainly would have requested it to end had I known I needed to.  My only fault is not having noticed the monthly charge until now.  The customer service rep denied what it was doing was fraudulent and only shut down the "membership."  It appears that the BBB will do nothing on this, although I have seen it has secured refunds for others who have made the same complaint to the BBB.

  

  Business response

  03/29/2024

  We apologize but you did sign up online after placing order K8081484 in May of 2022. We cannot enroll a customer to the *** as it is illegal! The customer must follow the steps online to enroll themselves into the *** program. If *** has cancelled your membership, then no other charges will go on the card. We do not manage the program at our customer service. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In May, 2023 I purchased sheets from said company. However I realized after many months I had somehow been mistakenly enrolled in their Rewards program which they have been billing me for on my credit card $17.85 a month for the last 7 months. I never received any benefits from this program (I paid full shipping price), nor did I intend to enroll. When I spoke to **************** they said there was nothing they could do. Since others here have had the same problem Im assuming that they are deceitful in getting customers to sign up for this program inadvertently or thinking there is no cost. They owe me $303.45.

  

  Business response

  01/10/2024

  We apologize but when an order gets placed online, the customer must enroll themself to the program in order for you to start getting billed. The system does not mistakenly sign you up, you must accept the terms and conditions of the program. You accepted the online offer on your order K9750006. 

  Customer response

  01/10/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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,

  ********

  I have read other complaints about customers being suckered in to join this so called Rewards program. I would like a copy of my purchase. Im sure the wording is most likely deceiving and if there is a mention of fees its very well hidden, as I never sign up for these programs. The companys response to my complaint is vague and preposterous if theyre saying you HAVE to join in order to get billed. Ive never heard of this kind of business practice. Also I never received any correspondence stating what rewards I have earned. Customers be warned. 

  

  Business response

  01/23/2024

  The VIP/Rewards Manager has responded with the following:

  This customer was only charged $118.65 for their membership, which I have fully refunded. Im not sure where the other amount is coming from, possibly the order total?
  
  

  Customer response

  01/25/2024

  [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 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. 
  
  Regards,
  
  ***************************

• Initial Complaint

  12/31/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company has been charging me $16.28 a month for an unauthorized membership fee.

  

  Business response

  01/10/2024

  Did you speak with the Rewards/VIP program? We do not sign you up to the program. You must accept the offer online on your order to enroll. We will speak with VIP to have a member assist you as we do not handle any refund inquiries for them. 

  Customer response

  01/10/2024

  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. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  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.
  I called Cuddledown at their number ************. Their agent said she was only authorized to refund 6 month of the $15.94 per month, which apparently she did (not received yet). I said this was unsatisfactory and want the full amount going back to February 2022. I have received no reply to the request for a total reimbursement.
  FAQ
  
  Regards,

  ******

   

   

  

  Business response

  01/18/2024

  We spoke with management at the *** department. Here is their response: 

   

  They were fully refunded, but five of the refunds are still pending from being sent on 1/12/24. When the remaining refund was issued after the 6-month refund cap was escalated, a refund confirmation email did go out to the customer.
  
  So far, the customer has been refunded 18 out of 23 bill terms and once the remaining refunds go through, they will receive another confirmation email.
  
  

  Customer response

  01/23/2024

  [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 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. 
  
  Regards,
  
  ***************************

• Initial Complaint

  09/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I TRIED 3 SEPARATE TIMES TO PLACE AN ORDER FOR A FLAT AND FITTED QUEEN ***** IN WHITE (DEEP FITTED 21). THE NEW TELE***** SERVICE DOES NOT: HAVE PEOPLE ANSWERING THE ***** WHO SPEAK ENGLISH WELL, OR LOUDLY ENOUGH TO BE HEARD. ONCE THE OPERATOR TOLD ME THAT THE LINE WAS BAD, AND I HAD TO HANG UP. THE OPERATOR KEPT TRYING TO SELL ME A 16 FLAT *****, WHEN I NEEDED A 21 FLAT *****. IT TOOK ME 3 DAYS TO PLACE THIS ORDER. WHEN I ASKED TO SPEAK TO A CUSTOMER REPRESENTATIVE, SHE TOO DID NOT UNDERSTAND THE DIFFERENCE WITH THE 16 AND 21 ***** SIZE. IT IS OUTRAGEOUS THAT THE PEOPLE ANSWERING THE *****S DO NOT UNDERSTAND THE PRODUCT. I AM A LONG TIME CUSTOMER WITH ******************** BUT AM RELUCTANT TO GO THROUGH THAT EXPERIENCE EVER AGAIN! GET RID OF THE TELE***** SERVICE!!!!

  

  Business response

  09/13/2023

  We apologize for the difficulty you had to place your order. We will let our **************** team know and have them coach the representatives that took your calls. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have called in about the status of my return and refund and have been transferred between 5 representatives to which none have been able to help me. I have provided my order number, tracking information, name, address, phone number to 5 different people and they keep transferring me to someone else claiming they will stay on the line to help but do not. I have asked to speak to a Manager about this because no one can help and I was tired of being transferred 5 times now. This is terrible customer service. I deserve my refunded money as I returned the product properly.

  

  Business response

  09/13/2023

  A refund check has been issued today for your refund. Please allow our Accounting Dpt. to print and bring the check to the mail room. At that point we will have the mail room express the check to you on a 2 Day. We are sorry for the inconvenience this could have caused.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered a sateen comforter from Cuddledown on 6/24/23; received on 7/1/23. Item was not as described on website. Called to generate a return and was told to just use return label provided in box. Took pkg down to ***** store 7/03, (return label was for 'smartpost' delivery. Tracked item to its destination and item was shown to have been picked up by Partner agent on 7/13. Called **** svc rep and after numerous attempts, was told that item was picked up but just not logged in receiving and to wait a week for processing and that she will escalate refund. Received a text 7/25 notifying me that **** pkg has arrived and that I need to confirm address on **********************. Since the country code was a +60, I have concerns that this is a scam so I called Cuddledown and was told after speaking with various reps that the item was still in transit even though tracking info I'd received showed pickup on 7/13 and conformed my ****** at Cuddledown that item was shown to have been received at warehouse on 7/13 awaiting posting and refund. With all the phone and email communication that I have done to no avail, I have to believe that this company is scamming their return policy and hoping that people will just drop their case, This item is worth $1123.24 and I need to get my refund processed promptly. Also I would like to alert the public to not trust this company as I believe they have no intentions of refunds to their customers.

  

  Business response

  08/09/2023

  We apologize for the delay in responding to your concern. A refund was posted to your card of $1,121.08 on 07/25/2023 here is the reference number that your bank provided for that refund: ***********************. However, your bank disputed the original amount because of the issue, and we were forced to give back the funds that were originally paid on the order, plus the refund. Which means you are seeing 2 refunds.

  Customer response

  08/10/2023

  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 would like to notify you that it was my credit company that issued me a conditional credit for the purchase when I filed a dispute with ********* prior to my complaint to the BBB.  The credit card company was able to resolve the dispute and my conditional credit was confirmed to be permanent.  FYI - even though Cuddledown in their response claimed that they had issued a refund, I did not see that on my credit card activity.  Since ********* was able to resolved the dispute with  Cuddledown, I had considered the matter closed. There was no refund issued by Cuddledown and that I should see two credits to my charge card.  Since my credit card company was able to resolve my dispute, I had considered the matter closed and was not expecting anything out of Cuddledown since they had ignored all my previous phone calls claiming that they have not received the returned item until I filed a dispute with Citibank.
  
  I would have not taken the trouble to file a complaint with the BBB, it was my very first.  I am hoping that other customers would not have to go through the same ordeal that I had to.
  
  And no, I do not have two refund credit and nor do I expect it.
  
  Thank you for your time.
  
  Regards,
  
  *****
  

  
  

  

  Business response

  08/30/2023

  A refund was posted to your card of $1,121.08 on 07/25/2023 here is the reference number that your bank provided for that refund: ***********************. However, your bank disputed the original amount because of the issue, and we were forced to give back the funds that were originally paid on the order, plus the refund. Which means we are out 2 refunds.

  Customer response

  09/03/2023

  [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 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. 

  Please note that **** only credited one refund to my account which should close out the dispute. I never receive a refund from Cuddledown directly.

  Thanks you.
  
  Regards,
  
  *************************

• Initial Complaint

  07/03/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased $760 in merchandise from Cuddledown. On the website, it talked about the Cuddledown Rewards program. I went to their website and did not find any language in regards to the program having any fees. So I joined. Then I noticed the rewards program charged my credit card $18.71. I called Cuddledown Rewards. ***** explained that the $18.71 was the monthly charge for the program. Soooo, not only did I not get a ***** as rewards for my $760 purchases, but they charge you for the membership.Supposedly, my $18.71 will be refunded to me and the membership will be cancelled. I asked ***** why there was absolute no mention of any membership fees on the website and he refused to answer.Watch out for Cuddledown and Cuddledown rewards. Their products are great, but their business processes are sketchy-loss orders and poor customer service.

  

  Business response

  07/12/2023

  Please find attached screenshots of what our website states for Rewards Program policies. 

  Customer response

  07/13/2023

  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 ********************************** has some real issues with truthfulness and deceptive practices.  It is sad that businesses like this exist.  I am sorry I ever did any business with them.  Still cannot believe that the BBB gives them an A+.

  
  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,

  ******

   

   

• Initial Complaint

  05/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I returned a down comforter to Cuddledown on Apr. 7 2023. Which I previously purchased quite awhile back. I had no receipt,, but their label is on all the items that I purchased from them. Because the item was older and are now own by another company, they had trouble locating the item that was being returned.therefore they processed a check for me in the **** of $72.20. When I call cuddledown about the amount. The woman (*****) who I had spoke to said that they would make another check to me in the amount of ******., but she had to clear it with her supervisor. Another phone call later, and now that are going to be sending me a gift certificate in that amount. Previously, in good faith, I ordered another down comforter, which was over $700.00. Which I have received. Cuddledown has a money back guarantee, which they did not honor. I am very displeased. I will no longer buy anything from them. Customer service no longer exists with **********************.

  

  Business response

  05/11/2023

  This case was escalated to our **************** at the corporate level. At the time that you purchased your comforter (10 years ago), Cuddledown was a separate independent company which was then acquired by our ************************************ Unfortunately, we did not get transferred over the complete information of this order which included how much you paid for that comforter. All we have is a record of the order and the date. Unless you are able to provide proof of purchase and proof of payment, we are not willing to refund you an amount that we are uncertain of. Nonetheless, we are honoring our unconditional return policy, by refunding you in the form of a gift certificate. 

• Initial Complaint

  04/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I have been a member of CuddledownVIP for many years. It is a club membership paid monthly with a saved credit card that is automatically charged monthly. As of February 2023, Cuddledown VIP has decided to charge sales tax each month on the $14.95 that is charged to my credit card for the membership. I live in the **************** which has ZERO sales tax on memberships! I have contacted Cuddledown VIP and repeatedly asked to cease and desist the sales tax charge on my membership as *** explained that there is no sales tax in the **************** on memberships. Im a member of several organizations and have never ever been charged sales tax. Please help!! Cuddledown VIP is ignoring my requests.

  

  Business response

  05/05/2023

  We will forward this concern to Cuddledown VIP. 

  Customer response

  05/08/2023

  [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 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. 
  
  Regards,
  
  ***********************

*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. ↩