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:05/28/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 03/02/2023, my husband and I went on a Carnival cruise and were recommended by Carnival to buy from ********. We purchased king size sheets and other items, spending a total of $266.30. Unfortunately, within a few months, we noticed that the sheets were developing holes and fade marks. During another Carnival cruise, when the cruise advisor ******* praised ********, we expressed our dissatisfaction with the sheets. We shared our experience with the holes and fade marks, to which he informed us that the sheets were still under warranty and that Carihoka had good customer service. Following his advice, we spoke to ******, the manager at the Aruba store, who provided us with an email address and instructed us to mention her name. She assured us that the sheets would be replaced. However, we have been going back and forth with customer service for weeks, providing them with pictures of the sheets and the credit card statement as proof of purchase, only to be informed that they cannot assist us because the warranty period is only one year. Based on our experience, we find that ********** product is of poor quality. We advise others not to waste their money on their sheets.

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair 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 numerous Cariloha products while on a ********* cruise. We were looking for a new bed and had looked at their beds at a store in ******* (Still over a hundred miles from home.) The ship cruise director stated in a presentation that we could get a better deal in Cozumel. We and several other cruisers went with the director to the store and was shown a package deal for a resort Kingsize set. The set included a resort bed, all resort accessories and the frame and headboard. Due to time the store manager said he would get all the paperwork to the cruise director, and we could charge it to their charge card company at zero interest. When we got to the room the director was waiting for us and had the store manager on the phone. We were told that he would forward the paperwork to us later, When the bed arrived, we found that we had the wrong accessories sent with the resort bed frame. We called customer service and was told that we could pay an upcharge to get the resort accessories. We explained that was not what we been told and then found out that they no longer made the bed frame and headboard that we had purchased. Then we found out that we were paying interest on the purchase. Our next cruise we went to a Cariloha store who stated that they had had numerous complaints on the store for bait and switch. Their manager was currently at the store, and she too was offered the same deal we had bought. We were supposed to get a free set of sheets and several other items, all we had to purchase later. In the end we could have purchased the bed in ******* for far less money. Several cruise directors have reached out to Cariloha all with no results. Still never received the paperwork and immediately paid the charge card due to the interest. Have given up talking to Cariloha as their staff is nothing but rude. The difference I had to pay to get what we wanted was far more had we bought it in the states.

• Initial Complaint

  Date:08/01/2023

  Type:Order 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 the resort sheets for ****** order number ****** on June 24, 2023. I received the damaged sheets over 2 weeks later. Broken box the sheets were not even in the protective sheet velcro case. They have dots all over them. I immediately called emailed and it was 3 full weeks before I got a response of sorry we have just been busy. 3 weeks later.... really??Well during that time I put them on my bed. The lady said send pictures and we will get back. Of course no response AGAIN so I had to call. She said to send the sheets back. I told her being I'm elderly I already tossed the box out and don't have anything to ship back. That's the only way to get a new set ****** she said. I have purchased from this company for the last 10 years and never ever have had such a problem. Their customer service is absolutely terrible. I think I should get a new set and when I get them I will be happy to send them back in there box and with a prepaid label. Especially for 265 dollar sheets. And it seems I'm not the only unhappy one. This company was so way better years ago. I will attach what my sheets look like. Totally unacceptable. Very disappointed.

  Customer Answer

  Date: 08/08/2023

  Apparently if they couldn't respond to my complaint of my damaged sheets after 3 weeks and now no reply to this.

   

  Is this company now scamming people? I heard they changed there fabric line in 2020. This is noteworthy and really needs to be looked into. I think they are selling very low quality sheets and getting away with it. There needs to be an investigation. 

• Initial Complaint

  Date:04/10/2023

  Type:Service or Repair 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.

  Well to start love The product this is 100% warranty/customer service issue. Purchased a 300 dollar set of sheets with a lifetime warranty. Well day has come I need to use the warranty only to find out the changed to a 1 year limited lifetime warranty...whatever that means. Reached out with my problem to be told they can't help me and offered a discount. Not happening I purchased the high end sheets because of the warranty and quality...just want the warranty honored that's all. I will never purchase from them again and I advise no one else to either. Everyone I know will know this issue and people I see that are interested in this company. Not the way to handle business. After reading other complaints seems this happens often.

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair 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.

  Order Date. August 19, 2018.Order total $481.75 Order # ****** I purchased numerous cariloha products while on a ********* cruise in 2018. A huge selling point from the sales person was a lifetime warranty/replacement. My wife and I were instructed. These would be the last sheets we will ever need to purchase. The sheets worked great for many years. In fact, I have purchased many other items from caraloha since 2018. Unfortunately, in June 2022, the sheets were falling apart. I was able to speak with a representative whom recognized my purchase date was before the transition to a one-year warranty. He immediately provided a replacement set of sheets. This week, in March 2023, we have noticed two of the four seams of the fitted sheet are falling apart. In fact, the stitches that hold the seam together are unraveling. I called caraloha again, and was instructed that they have no legal Requirement to honor the lifetime warranty anymore. I was offered to purchase another pair for the current promotion and instructed no additional warranty or replacement would be honored. I was then instructed that the replacement last year was a one time only transaction. That was never explained to me. Only that I fell into the lifetime warranty and not the one year warranty period. I was not informed that it would be the one and only time that I would be able to use my lifetime warranty.

• Initial Complaint

  Date:03/13/2023

  Type:Service or Repair 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 cariloha products (towels, sheets, and more) because of their lifetime warranty. The products aged extremely quickly. All of my sheets are full of holes. They changed the terms of the warranty to only one year. Weve been dealing with these quality issues for ages. It just occurred to me to warn others.

• Initial Complaint

  Date:08/31/2022

  Type:Service or Repair 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.

  Purchased sheet set at ****** 09/19/2019 at 15:33.. Cariloha representative was on site promoting the sheet set as the best available with lifetime warranty. The packaging states lifetime warranty, and he also gave me documentation stating lifetime warranty with contact information in case of a warranty claim. Was told reason it cost more than any other sheet set available at ****** - more than double, is because it will be the last sheet set I ever buy. I kept all of the original paperwork, even the packaging in the event a claim is needed.A claim was submitted because the fitted sheet corner seam was coming apart, and a hole had developed - starting in the threaded area of the seam. Pictures of defect, receipt, documentation stating lifetime warranty, and packaging stating lifetime warranty were submitted.Was told warranty has been changed to one year instead of lifetime, How can manufacture change warranty after purchase - bait and switch to defraud the consumer? We are very careful with our laundering - separate gentle vs normal and using cold water when required. In other words, there were no abuse nor negligence on our part.Company has denied our claim.